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Consumers' Choice in Chains: Highest Overall Scores; Attribute and Demographic Rankings

Demographic differences factor into Consumers' Choice in Chains research.

-- Restaurants & Institutions, September 15, 2008

As a valuable measure of overall guest satisfaction, R&I’s Consumers’ Choice in Chains research does more than look at the big picture and anoint winners in each category. By breaking down feedback from the 3,132 respondents further, the survey offers more-detailed insights. The tables in this section provide a snapshot of which chains rate highest on various attributes, such as value and cleanliness, as well as how concepts rank among different demographic groups. Armed with this information, operators can further hone their strategies and be better attuned to their customers’ needs.

 

Highest Overall Scores

Across all menu categories, these chains received the highest overall scores from their customers.
Carrabba’s Italian Grill 76.3
The Cheesecake Factory 75.9
Mimi’s Cafe 75.7
Olive Garden 74.7
Papa Murphy’s 72.8
P.F. Chang’s China Bistro 72.7
Cracker Barrel 72.5
Bonefish Grill 72.3
Panera Bread 70.8
LongHorn Steakhouse 70.6
In-N-Out Burger 70.1
Jason’s Deli 69.8
Souplantation/Sweet Tomatoes 68.8
Outback Steakhouse 68.6
Red Lobster 68.5
Jamba Juice 68.3
Romano’s Macaroni Grill 68.3
Cold Stone Creamery 68.0
Dave & Buster’s 68.0
O’Charley’s 68.0
California Pizza Kitchen 67.9
Chick-Fil-A 67.2
Luby’s 67.2
Ben & Jerry’s 67.1
Tony Roma’s 66.9
Texas Roadhouse 66.3
Starbucks 66.2
Famous Dave’s 66.0
Bob Evans 65.8
Marie Callender’s 65.4
Smokey Bones 65.0
Chili’s Grill & Bar 64.5
On The Border 64.5
Culver’s 64.4
Häagen-Dazs 63.8
Applebee’s 63.6
Moe’s Southwest Grill 63.5
T.G.I. Friday’s 62.7
Uno Chicago Grill 62.7
Buca di Beppo 62.0
Krispy Kreme 61.9
Chipotle Mexican Grill 61.1
Fuddruckers 61.1
Joe’s Crab Shack 60.8


Mature Voices

For each attribute, these chains received the highest rating from their customers ages 61 and over.
Atmosphere Carrabba’s
Cleanliness Culver’s
Convenience Papa Murphy’s
Food quality McAlister’s Deli
Reputation McAlister’s Deli
Menu variety The Cheesecake Factory
Service P.F. Chang’s
Value Papa Murphy’s


Male Call

For each attribute, these chains received the highest rating from their male customers.
Atmosphere Carrabba’s
Cleanliness Carrabba’s
Convenience Jimmy John’s
Food quality Carrabba’s
Reputation The Cheesecake Factory
Menu variety The Cheesecake Factory
Service Carrabba’s
Value Papa Murphy’s


Women’s View

For each attribute, these chains received the highest rating from their female customers.
Atmosphere Dave & Buster’s
Cleanliness Dave & Buster’s
Convenience Starbucks
Food quality The Cheesecake Factory
Reputation The Cheesecake Factory
Menu variety The Cheesecake Factory
Service The Cheesecake Factory
Value In-N-Out Burger


Millennial Minds

For each attribute, these chains received the highest rating from their customers ages 26 or younger.
Atmosphere Carrabba’s
Cleanliness Bonefish Grill
Convenience Tim Hortons
Food quality Bonefish Grill
Reputation In-N-Out Burger
Menu variety The Cheesecake Factory
Service Moe’s Southwest Grill
Value In-N-Out Burger


Sonic Boomers

For each attribute, these chains received the highest rating from their customers ages 42 to 60.
Atmosphere Bonefish Grill
Cleanliness Mimi’s Cafe
Convenience Starbucks
Food quality Carrabba’s
Reputation The Cheesecake Factory
Menu variety The Cheesecake Factory
Service Carrabba’s
Value Papa Murphy’s


Examining Gen X

For each attribute, these chains received the highest rating from their customers ages 27 to 41.
Atmosphere Dave & Buster’s
Cleanliness P.F. Chang’s
Convenience Starbucks
Food quality Ben & Jerry’s
Reputation Marie Callender’s
Menu variety The Cheesecake Factory
Service In-N-Out Burger
Value Papa Murphy’s


Chicken Chains: The Southern Vote

Southern consumers are an important demographic for chicken chains, being the most likely customers by region to patronize them. Here’s how Southerners rate chicken chains on food quality. Numbers are mean scores.
1. Chick-fil-A 4.18
2. Popeyes 3.90
3. El Pollo Loco 3.84
4. Bojangles’ 3.78
5. KFC 3.66


Mexican Chains: Hispanic Voices

Hispanic consumers are an important demographic for Mexican chains, being the most likely customers by race to patronize them. Here’s how Hispanics rate Mexican chains on food quality. Numbers are mean scores (on a scale from a low of 1 to 5).
1. Moe’s Southwest Grill 4.25
2. Chipotle 3.97
3. Qdoba 3.96
4. Baja Fresh 3.90
5. Taco Cabana 3.87


Who Has the Best Burger?

These burger chains received the highest ratings for food quality from customers in the demographics below.
Millennials (ages 26 or younger) Gen X (ages 27 to 41) Baby Boomers (ages 42 to 60) Matures (ages 61 or older) Women Men
1. In-N-Out Burger In-N-Out Burger In-N-Out Burger In-N-Out Burger In-N-Out Burger In-N-Out Burger
2. Red Robin Fuddruckers Fuddruckers Culver’s Red Robin Fuddruckers
3. Whataburger Culver’s Red Robin Whataburger Fuddruckers Culver’s
4. Fuddruckers Culver’s Culver’s Fuddruckers Culver’s Red Robin
5. Culver’s Whataburger Carl’s Jr. Wendy’s Whataburger Whataburger


Which Chains Provide the Best Value?

These chains received the highest ratings for value from customers in the demographics below.
Millennials (ages 26 or younger) Gen X (ages 27 to 41) Baby Boomers (ages 42 to 60) Matures (ages 61 or older) Women Men
1. In-N-Out Burger Papa Murphy’s Papa Murphy’s Papa Murphy’s In-N-Out Papa Murphy’s
2. CiCi’s Pizza Little Caesars CiCi’s Pizza Fazoli’s Papa Murphy’s CiCi’s Pizza
3. Luby’s Sonny’s Real Pit Bar-B-Q Little Caesars Taco Cabana CiCi’s Pizza Little Caesars
4. Souplantation/Sweet Tomatoes CiCi’s Pizza In-N-Out CiCi’s Pizza Little Caesars In-N-Out Burger
5. Moe’s Southwest Grill Hometown/Old Country Buffet Jason’s Deli McAlister’s Deli Cracker Barrel Sonny’s Real Pit Bar-B-Q

Highest Overall Scores

Across all menu categories, these chains received the highest overall scores from their customers.

Carrabba’s Italian Grill 76.3
The Cheesecake Factory 75.9
Mimi’s Cafe 75.7
Olive Garden 74.7
Papa Murphy’s 72.8
P.F. Chang’s China Bistro 72.7
Cracker Barrel 72.5
Bonefish Grill 72.3
Panera Bread 70.8
LongHorn Steakhouse 70.6
In-N-Out Burger 70.1
Jason’s Deli 69.8
Souplantation/Sweet Tomatoes 68.8
Outback Steakhouse 68.6
Red Lobster 68.5
Jamba Juice 68.3
Romano’s Macaroni Grill 68.3
Cold Stone Creamery 68.0
Dave & Buster’s 68.0
O’Charley’s 68.0
California Pizza Kitchen 67.9
Chick-Fil-A 67.2
Luby’s 67.2
Ben & Jerry’s 67.1
Tony Roma’s 66.9
Texas Roadhouse 66.3
Starbucks 66.2
Famous Dave’s 66.0
Bob Evans 65.8
Marie Callender’s 65.4
Smokey Bones 65.0
Chili’s Grill & Bar 64.5
On The Border 64.5
Culver’s 64.4
Häagen-Dazs 63.8
Applebee’s 63.6
Moe’s Southwest Grill 63.5
T.G.I. Friday’s 62.7
Uno Chicago Grill 62.7
Buca di Beppo 62.0
Krispy Kreme 61.9
Chipotle Mexican Grill 61.1
Fuddruckers 61.1
Joe’s Crab Shack 60.8

Mature Voices

For each attribute, these chains received the highest rating from their customers ages 61 and over.

Atmosphere Carrabba’s
Cleanliness Culver’s
Convenience Papa Murphy’s
Food quality McAlister’s Deli
Reputation McAlister’s Deli
Menu variety The Cheesecake Factory
Service P.F. Chang’s
Value Papa Murphy’s

Male Call

For each attribute, these chains received the highest rating from their male customers.

Atmosphere Carrabba’s
Cleanliness Carrabba’s
Convenience Jimmy John’s
Food quality Carrabba’s
Reputation The Cheesecake Factory
Menu variety The Cheesecake Factory
Service Carrabba’s
Value Papa Murphy’s

Women’s View

For each attribute, these chains received the highest rating from their female customers.

Atmosphere Dave & Buster’s
Cleanliness Dave & Buster’s
Convenience Starbucks
Food quality The Cheesecake Factory
Reputation The Cheesecake Factory
Menu variety The Cheesecake Factory
Service The Cheesecake Factory
Value In-N-Out Burger

Millennial Minds

For each attribute, these chains received the highest rating from their customers ages 26 or younger.

Atmosphere Carrabba’s
Cleanliness Bonefish Grill
Convenience Tim Hortons
Food quality Bonefish Grill
Reputation In-N-Out Burger
Menu variety The Cheesecake Factory
Service Moe’s Southwest Grill
Value In-N-Out Burger

Sonic Boomers

For each attribute, these chains received the highest rating from their customers ages 42 to 60.

Atmosphere Bonefish Grill
Cleanliness Mimi’s Cafe
Convenience Starbucks
Food quality Carrabba’s
Reputation The Cheesecake Factory
Menu variety The Cheesecake Factory
Service Carrabba’s
Value Papa Murphy’s

Examining Gen X

For each attribute, these chains received the highest rating from their customers ages 27 to 41.

Atmosphere Dave & Buster’s
Cleanliness P.F. Chang’s
Convenience Starbucks
Food quality Ben & Jerry’s
Reputation Marie Callender’s
Menu variety The Cheesecake Factory
Service In-N-Out Burger
Value Papa Murphy’s

Chicken Chains: The Southern Vote

Southern consumers are an important demographic for chicken chains, being the most likely customers by region to patronize them. Here’s how Southerners rate chicken chains on food quality. Numbers are mean scores.

1. Chick-fil-A 4.18
2. Popeyes 3.90
3. El Pollo Loco 3.84
4. Bojangles’ 3.78
5. KFC 3.66

Mexican Chains: Hispanic Voices

Hispanic consumers are an important demographic for Mexican chains, being the most likely customers by race to patronize them. Here’s how Hispanics rate Mexican chains on food quality. Numbers are mean scores (on a scale from a low of 1 to 5).

1. Moe’s Southwest Grill 4.25
2. Chipotle 3.97
3. Qdoba 3.96
4. Baja Fresh 3.90
5. Taco Cabana 3.87

Who Has the Best Burger?

These burger chains received the highest ratings for food quality from customers in the demographics below.

Millennials (ages 26 or younger) Gen X (ages 27 to 41) Baby Boomers (ages 42 to 60) Matures (ages 61 or older) Women Men
1. In-N-Out Burger In-N-Out Burger In-N-Out Burger In-N-Out Burger In-N-Out Burger In-N-Out Burger
2. Red Robin Fuddruckers Fuddruckers Culver’s Red Robin Fuddruckers
3. Whataburger Culver’s Red Robin Whataburger Fuddruckers Culver’s
4. Fuddruckers Culver’s Culver’s Fuddruckers Culver’s Red Robin
5. Culver’s Whataburger Carl’s Jr. Wendy’s Whataburger Whataburger

Which Chains Provide the Best Value?

These chains received the highest ratings for value from customers in the demographics below.

Millennials (ages 26 or younger) Gen X (ages 27 to 41) Baby Boomers (ages 42 to 60) Matures (ages 61 or older) Women Men
1. In-N-Out Burger Papa Murphy’s Papa Murphy’s Papa Murphy’s In-N-Out Papa Murphy’s
2. CiCi’s Pizza Little Caesars CiCi’s Pizza Fazoli’s Papa Murphy’s CiCi’s Pizza
3. Luby’s Sonny’s Real Pit Bar-B-Q Little Caesars Taco Cabana CiCi’s Pizza Little Caesars
4. Souplantation/Sweet Tomatoes CiCi’s Pizza In-N-Out CiCi’s Pizza Little Caesars In-N-Out Burger
5. Moe’s Southwest Grill Hometown/Old Country Buffet Jason’s Deli McAlister’s Deli Cracker Barrel Sonny’s Real Pit Bar-B-Q

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