Technomic's Consumer Restaurant Brand Metrics Examines Attributes of Customer Satisfaction Most Likely to Drive Patronage for Chain Restaurants

Aug 04, 2011, 10:30 ET from Technomic

CHICAGO, Aug. 4, 2011 /PRNewswire/ -- As part of its comprehensive Consumer Restaurant Brand Metrics program, Technomic asked consumers to rate the leading 100 restaurant chains on 55 different attributes. The attributes capture the consumer experience from every angle involving the food, service, atmosphere, value, convenience and reputation of the brand. The consumer feedback is updated twice annually and is a nationally representative sample of over 25,000 restaurant visits per year.

The attribute performance ratings and brand performance scores together provide a unique platform to understand the major restaurant touch points that drive customer satisfaction and brand loyalty, providing chains with a unique scorecard to benchmark performance against their peers and track results over time. It allows industry leaders to discover what attributes are most important to their customers, how they score on these attributes, and how they compare to their direct competitors.

Consumer Restaurant Brand Metrics analyzes which factors are most likely to influence future patronage, and which are therefore most important for restaurant operators to focus on. The program is the first of its kind to examine such a large number of performance attributes. Interestingly, what most prominently drives satisfaction at one restaurant operation may be much less important in driving satisfaction at another, even if these brands operate within the same competitive set.

Technomic EVP Darren Tristano points to the benchmarking ability as a key benefit of the program. "Nearly all restaurant operators are making consistent efforts to track their own successes and failures, but there are very few companies with the resources to track their own results and benchmark those against other brands across all restaurant segments. This program provides an extremely affordable way for operators to establish their strengths and weaknesses in the overall context of the market and for suppliers to better understand their key accounts."

Consumer Restaurant Brand Metrics is delivered via a web portal enabling operators to track their performance and that of their competitors on every individual attribute, with the ability to segment results by demographic group, usage occasion, and region or designated market area. The program also allows brand performance to be compared over various time periods for every brand, letting operators track the results of their efforts as they seek to improve operations.

The complete Consumer Restaurant Brand Metrics program provides the numbers behind these chain ratings along with expert analysis of customer feedback to help determine which attributes of the dining experience are most likely to influence future patronage. For more information on the program please visit or contact any of the individuals below.

Press inquiries: Darren Tristano (312) 506-3850 or

Purchasing inquiries: Patrick Noone (312) 506-3852 or

Program Details: Sara Monnette (312) 506-3848 or


SOURCE Technomic