Visits to chain dining establishments are generally on the decline, so how are some restaurants thriving while others are being forced to close their doors? Which factors make one chain beloved? And which factors leave other chains doomed to irrelevance?
These aren’t always simple questions to answer, but a new report offers valuable insight.
Chatmeter recently analyzed over 1 million customer reviews across 10 of the largest dining chains to find out what customers are looking for in 2025 when deciding where to eat. Restaurants examined included major chains like Outback Steakhouse, Red Robin, TGI Fridays, Applebee’s, Olive Garden and Chili’s.
The chains were given a rank for customer experience, value and menu. Below you’ll find a brief summary of the report.
Rankings
Customer Experience
1.) Outback Steakhouse
2.) Red Robin
3.) TGI Fridays
4.) Applebee’s
5.) Olive Garden
6.) Texas Roadhouse
7.) Chili’s
8.) Cracker Barrel
9.) The Cheesecake Factory
10.) Buffalo Wild Wings
Technology upgrades and operational improvements have helped some restaurant chains, like Outback and Chili’s, drive higher customer satisfaction. On the other hand, many chains currently find themselves struggling to deliver positive in-person experiences with staff and service.
Menu
1.) The Cheesecake Factory
2.) Olive Garden
3.) Red Robin
4.) Chili’s
5.) Outback Steakhouse
6.) TGI Fridays
7.) Texas Roadhouse
8.) Applebee’s
9.) Cracker Barrel
10.) Buffalo Wild Wings
Menu updates helped chains like TGI Fridays, Olive Garden and The Cheesecake Factory, earn high marks and garner positive guest feedback. Nostalgic dishes, like Olive Garden’s Chicken Marsala, have been crowd favorites of late.
Value
1.) Chili’s
2.) Applebee’s
3.) Texas Roadhouse
4.) Olive Garden
5.) Cracker Barrel
6.) Red Robin
7.) Outback Steakhouse
8.) TGI Fridays
9.) The Cheesecake Factory
10.) Buffalo Wild Wings
Somewhat surprisingly, value isn’t a major priority to many restaurant diners, with mentions of value dropping by 18% in 2025, indicating that other aspects of casual dining are being prioritized.
Deals and promos, such as Chili’s “3 for Me” meal, have positive value perception among customers but price increases have contributed to negative sentiment for certain chains. Portion sizes play a large role in customers’ perception of value, as many comment on portions being too large or too small.
Current Keys to Restaurant Success
Customer experience, menu and value are all important, yet it’s not easy to ascend to the top in any of those categories. Chain restaurants like The Cheesecake Factory may find success with their menu but struggle with experience and value. So, what’s the key? Milos Eric, general manager at OysterLink, shared his input with The Food Institute.
According to Eric, guests want value, simplicity and flexibility. They’re looking for deals that save money and also expect it to be easy when ordering online or getting take-out. Strong brands tend to stay focused on simplifying the menu, making takeout easier, and investing in staff.
“Struggling brands tend to react to inflation and rising cost of living poorly: they rely on deep 60–70% discounts, overcomplicate operations, and don’t work on employee retention,” Eric said.
His pick for the chain that’s been most successful of late? Olive Garden.
“They were expected to struggle after a rough start to the year, but they turned things around fast,” Eric said of the Italian chain. “Their same-store sales jumped nearly 7% by Q4, thanks to smart promotions, more convenient takeout and delivery, and keeping operations tight.”
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