Restaurant Industry Customer Sentiment Analysis Reveals Key Satisfaction Trends


Merchant Centric identifies customer opinions and key themes to help restaurants gauge their success

Restaurant Industry Customer Sentiment Analysis Reveals Key Satisfaction TrendsWestlake Village, California ( Merchant-centrica leading provider of online reputation management and data analytics solutions, has released its Restaurant Industry Customer Satisfaction and Opinions Report. This report analyzes customer satisfaction trends throughout 2021 and the key themes that drove opinions and actions. It includes benchmarking data that gives brands insight into what drives customer behavior. Now restaurants can better understand how their brands’ performance and success metrics stack up against competitors and industry trends.

“We are delighted to share this helpful report with restaurateurs at this pivotal time for the industry. Restaurant owners are unique in the way they compete and share information that helps each other and the industry as a whole. This report plays another vital role for brands looking to gain insight into the minds of their customers and competitors, as we all adjust to a post-pandemic world,” said Adam Leff, co-founder of Merchant. Centric. “The industry has faced a steady decline in overall customer satisfaction due to a number of factors, including an influx of pedestrians as restaurants reopen. In this report, we see that some brands are Leaders in managing these challenges, while others are Chasers.

Main takeaways include:

  • Declines in the key themes of staff behavior and timeliness are associated with an increase in negative customer feedback.
  • All six restaurant segments saw declines in customer satisfaction in 2021.
  • Fast Casual’s overall star rating was the hardest hit, falling below the industry average at 3.85.
  • Emerging brands (5-19 locations) performed better in customer satisfaction than established brands (20+ locations).
  • Seafood and sushi earned the highest ratings across all cuisines, while pizza and sandwiches saw the biggest drops.
  • By comparing industry, segment, and cuisine data, brands better understand their performance and how they stack up against competitors and the industry.

Merchant Centric’s Restaurant Industry Customer Satisfaction and Opinions Report is the second report in their series of national restaurant data reports, following their first release, What 24 million diners said about restaurants in 2020.

Click here to download their free Restaurant Industry Customer Satisfaction and Opinions report. Those interested in learning more about Merchant Centric’s capabilities can follow @MerchantCentric on LinkedIn, Facebookand Twitter.

About Merchant Centric

Launched in 2010, Merchant Centric helps multi-site brands uncover the hidden value of what drives revenue in their customers’ online reviews. The company partners with leading brands in the hospitality, automotive, healthcare/medical/veterinary and funeral services industries and gratefully serves more than 50,000 locations. Merchant Centric’s technology combines proprietary AI with its best-in-class reputation and customer engagement management suite. Solutions include a single platform to collect and manage customer feedback, industry and competitor benchmarking, intuitive business analytics reports to marketing and field operations, and services managed, including full-service exam response. For more information, visit

Media Contact:
Catherine Kelly
Central communications
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Cecil N. Messick