This retail company has been positioned at the very bottom in terms of customer satisfaction.
Here's a fresh take on the article:
Struggles Afoot for Full-Service Restaurants: ACSI Reveals the Hard Truth
The latest report from the American Customer Satisfaction Index (ACSI) has dropped a bomb on the full-service restaurant sector, with satisfaction plummeting by 2% to a score of 82. Despite the high score, customers are still feeling the pinch, particularly when it comes to value-for-money and shitty carry-out and delivery experiences.
In the full-service category, the crown goes to Texas Roadhouse with a score of 85. But the bottom five establishments? Well, they're having a tough go of it - especially the chain bringing up the rear.
IHOP: Where Satisfaction Stagnates
IHOP lands at number 5 with a constant score of 78, showing no progress from last year. According to Franchise Times, same-store sales plunged 2.7% in Q1 2025. Customers aremoaning the high prices, claiming IHOP's value for money is lackluster - a problem shared by many restaurant chains in the bottom five.
One Redditor lamented, "IHOP used to be insanely cheap just a decade ago. I remember being able to eat there with one other person and the bill would rarely reach more than $25. I couldn't tell you the last time I ate at one now."
Red Robin: Coming Back with a Bang
Red Robin managed a 3% boost to reach a score of 78, showing the chain's commitment to quality and a back-to-basics menu that's winning over customers. "We have made significant investments in food quality and hospitality over the past two and a half years, and the operational foundation of Red Robin is strong," said Red Robin's President and Chief Executive Officer, David Pace. "But, we're far from claiming victory. There's still more work to be done as we continue the comeback journey of this beloved brand and capture the significant opportunity in front of us."
The Cheesecake Factory: Steady as she goes, but…
The Cheesecake Factory retains a score of 78 but experiences a -1% drop. CFO Matt Clark admitted during an earnings call in March that, while the business remained stable, it didn't feel as robust as it did a few months earlier.
Buffalo Wild Wings: Slipping in the Rankings
Buffalo Wild Wings slips 4% to a score of 76. Weekend woes plague the chain, with long waits and botched orders. As one anonymous employee revealed on Reddit, "At lunch time you can get your order perfect in under 10 minutes, but once we get hit on the weekends you're probably waiting 45 minutes, even if the dining room isn't full because of online orders, plus they probably will mess it up somehow."
Denny's: Bottoming Out
The 71-year-old Denny's chain is the unfortunate last on the list with a score of 75, down 1% from the previous year. To combat underperformance, the chain plans to close 150 restaurants by 2025. In the words of Stephen Dunn, Denny's executive vice president and chief global development officer, "It's never easy to close restaurants. It's a challenge, and you work with external factors, landlords and the like, and of course, you're dealing with people's lives."
Enrichment Insights:The stagnant customer satisfaction at IHOP, reflected in its consistent score of 78 on the American Customer Satisfaction Index (ACSI), can be attributed to multiple factors:
Value for Money: Customers find IHOP's prices too high for the perceived value, with many noting a significant increase in cost compared to a decade ago.
Service Issues: Numerous reports detail slow service in IHOP restaurants, with long waits and inattentive staff, particularly during shift changes.
Food Quality and Cleanliness: Some customers have criticized the food quality at IHOP, describing it as average or subpar, with pancakes occasionally served cold. Cleanliness issues have also been frequently raised, including sticky floors, tables with smears, and unclean restrooms.
Employee Experience and Management: Complaints about inexperienced cooks and poor management have affected the working environment at IHOP, potentially impacting service quality indirectly.
Sales Impact: The negative customer perception and stagnant satisfaction scores coincide with a decline in same-store sales, which dropped 2.7% in Q1 2025.
- In a bid to improve customer satisfaction and sales, IHOP management might consider introducing affordable workout plans for employees to maintain high energy levels during service, thus enhancing service quality.
- To bolster its finance department, IHOP could partner with a business management consultancy focusing on the restaurant industry to optimize its pricing strategy and offer better value for money, addressing one of the main customer complaints.
