One of the most dependable indices of American restaurant chain satisfaction is the annual American Customer Satisfaction Index (ACSI) report.
Some brands had a rough year, but others scored well on key customer experience indicators.
This year's ACSI statistics came from random email interviews with 20,143 restaurant customers between April 2021 and March 2022.
A multitude has spoken. With an average score of 80 points, Longhorn Steakhouse and Texas Roadhouse are the highest-rated full-service restaurants.
With 73 points, Applebee's and IHOP finished last. IHOP's score dropped 5% from previous year's study.
Besides food quality, staff civility, and order accuracy, several surprising criteria tilted the scales in this year's survey. ACSI researchers found that mobile app quality scores
"During the pandemic, restaurants had to improve their mobile game. Forrest Morgeson, assistant professor of marketing at Michigan State
University and ACSI director of research emeritus, said smaller chains and independent restaurants' applications aren't engaging customers.
Texas Roadhouse often updates their online presence. In 2017, the steakhouse added a queue to its mobile app, and in January,
it added a digital wallet and personalized deals. In March, the steakhouse introduced a pay-at-the-table method so guests can pay and leave.