1、Are Casual Dining and Fast Casual Chains Failing at Delivering Their Brand Promise?CONTEXTCustomer ObsessionInsightThe news has been awash with unflattering headlines about the casual dining and fast casual categories,including stories like“Americas casual dining heydays are over”and“Why Sit-Down Ch

2、ain Restaurants Are Struggling.”Thats not all surprising as there have been so many bankruptcies as well as notices of en masse closures in this category.The list of companies that have been casualties of this trend includes well-known brands such as Red Lobster,TGI Fridays,Buca Di Beppos,Dennys,and

3、 BurgerFI,among others.Yet,despite the flood of bad news,there are some good news stories in these categories such as Chick-fil-A,Texas Roadhouse,and Outback Steakhouse.These companies are holding their own and expanding while their peers are shrinking and going out of business.For example,in a 2023

4、 report Texas Roadhouse was identified as the fastest growing steakhouse in America as well asthe fastest growing restaurant brand in the world.Meanwhile,Chick-fil-A per unit revenues are 2.5 times industry icon McDonalds.What are the growing chains doing differently to drive growth and customer loy

5、alty?A recent study sponsored by The Customer Obsession Advantage(COA)and SLD has some answers.The COA/SLD study collected nearly 2000 ratings for 18 companies in these categories and found that customers were much more likely to return and repurchase from companies that got top tier ratings on at l

6、east one of four key factors this report will explore.In addition,leveraging the various insights,the report provides key recommendations supporting each of the four factors.|FOOD SERVICE NPS STUDY2EXECUTIVE SUMMARYINSIGHTS Four factors driving loyalty The COA/SLD study found that customers were muc