USA | Research company Chatmeter has analysed customer value perception challenges across full-service restaurant chains.
Menu innovation and operational improvements are helping full-service restaurant chains overcome value perception challenges, Chatmeter's 2025 Full-Service Reputation Ranking Report found.
"Multi-location full-service restaurants have struggled to compete with fast food restaurants on value, but we're starting to see them adapt to customer feedback and drive positive business momentum," said John Mazur, CEO of Chatmeter.
"Customers are no longer just seeking a good deal–they are rewarding brands that are delivering menu creativity and operational excellence. By leveraging AI to analyse reviews at scale, restaurants can turn insights like these into actions that keep customers coming back."
Chatmeter used its Pulse Ai Signals to analyse more than one million reviews across 10 of the largest casual dining chains from June 16, 2023 through June 15, 2025, and found that brands that launched significant menu updates, like TGI Fridays, Olive Garden and The Cheesecake Factory, saw notable engagement and positive feedback. Reviews increasingly mentioned healthier options, reflecting an uptick in demand, but some brands faced criticism for lacking such options.
Mentions of value dropped by 18 percent over the past year, indicating that consumers are prioritising other aspects of the dining experience. Deals like Chili's "3 for Me" and Olive Garden's Never-Ending Pasta Bowl sustained positive value perceptions, but discussion of portion sizes directly impacted customers' perceptions of value across all restaurants.
Investments in digital ordering, loyalty programs and tabletop technology drove higher satisfaction for brands like Outback Steakhouse, Chili's and Applebee's. However, sentiment around service declined at many chains, with wait time and order accuracy as common pain points.
Full-service dining restaurants experienced a nearly six percent drop in online reviews over the past year, potentially due to location closures, decreased traffic or a lack of customer engagement. Only Red Robin (+18 percent) and Cracker Barrel (+10 percent) saw significant increases in reviews.
Based on review volume and sentiment, Chatmeter ranked Outback Steakhouse, Red Robin and TGI Fridays as the top three restaurants for experience reputation, The Cheesecake Factory and Olive Garden for menu reputation, and Chilli’s and Applebee's for value reputation.
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