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LongHorn Steakhouse Is America's Favorite Full-Service Chain

LongHorn Steakhouse Is America's Favorite Full-Service Chain


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The restaurant chain remains on top for the third year in a row

helen89/iStock Editorial via Getty Images Plus

The coronavirus pandemic has affected many service-industry businesses, with the restaurant industry taking a particulary hard hit. According to a new report, customer satisfaction with full-service and fast-food restaurants was already declining before the pandemic struck. Despite this, one full-service restaurant chain has been able to keep customers pleased: LongHorn Steakhouse.

What Will Restaurants Look Like After Coronavirus?

According to the American Customer Satisfaction Index, customer satisfation with full-service restaurants dipped below a score of 80 for the second time in ACSI history. And while seven out of 12 full-service chains saw declines, LongHorn Steakhouse remained stable for the third year in a row. The steakhouse has taken over the top spot from last year's industry leader, Texas Roadhouse, while last year's runner-up, Cracker Barrell, fell 4% in customer satisfaction. Both Texas Roadhouse and Cracker Barrel saw their lowest ACSI scores to date.

ACSI's surveys were conducted from April 2019 to March 2020, so this decline in guest satisfaction started prior to the coronavirus pandemic. However, state-by-state coronavirus restrictions have aggravated this trend. According to ACSI, full-service restaurants are seen as less satisfying when it comes to take-out or delivery compared to dine-in.

As coronavirus restrictions ease, restaurants accross the country continue to reopen, although with some significant changes. Wearing masks, social distancing and contactless payment have become the new norm but remain among the biggest pain points for many diners.


This Is America's Least Favorite Major Restaurant Chain, Says New Report

Tough news for the owners and operators of Chili's Grill and Bar: They came in last in a recent consumer report that ranked customer satisfaction at full-service restaurants.

The new report from the American Customer Satisfaction Index shows that, overall, full-service restaurants are falling out of favor with American consumers. Customers were asked to evaluate their recent experiences with the largest (in terms of market share) sit-down and fast-food restaurants. The overall rating for the category at large fell 2.5% to a score of only 79 out of 100.

Of the top brands listed, Chili's Grill and Bar received the lowest score of 75, while Longhorn Steakhouse and Texas Roadhouse earned the highest marks. According to reporting by USA Today, customers found Chili's quality of service to be lacking compared to all other full-service chains.

What's a "full-service" restaurant? It's defined as a sit-down eatery where food is served directly to the customer's table. These establishments may sell alcoholic beverages, provide takeout and delivery, and/or present live entertainment. In terms of national chains, think of Olive Garden, Ruby Tuesday's, and of course, Chili's.

Despite their low rating, the parent company of Chili's Grill & Bar seems undeterred. In a recent quarterly report, Brinker International holding announced plans to maximize dine-in sales by reopening (in limited operation) the dining rooms of 300 restaurants by this weekend. Chili's seating plans have been reportedly reconfigured for virtually all of its restaurants to meet the CDC guidelines of capacity caps and other social distancing measures set by the handful of states that have greenlighted dining rooms to reopen.

"If it's a half a dining room scenario, no one will get more out of half a dining room than we will," vowed Brinker CEO Wyman Roberts. Chili's plan to aggressively reopen while a great number of states are seeing spikes in COVID-19 cases is a curious decision, though the coronavirus pandemic has presented an unprecedented challenge for both corporate restaurant chains and independent restaurant owners as well.


This Is America's Least Favorite Major Restaurant Chain, Says New Report

Tough news for the owners and operators of Chili's Grill and Bar: They came in last in a recent consumer report that ranked customer satisfaction at full-service restaurants.

The new report from the American Customer Satisfaction Index shows that, overall, full-service restaurants are falling out of favor with American consumers. Customers were asked to evaluate their recent experiences with the largest (in terms of market share) sit-down and fast-food restaurants. The overall rating for the category at large fell 2.5% to a score of only 79 out of 100.

Of the top brands listed, Chili's Grill and Bar received the lowest score of 75, while Longhorn Steakhouse and Texas Roadhouse earned the highest marks. According to reporting by USA Today, customers found Chili's quality of service to be lacking compared to all other full-service chains.

What's a "full-service" restaurant? It's defined as a sit-down eatery where food is served directly to the customer's table. These establishments may sell alcoholic beverages, provide takeout and delivery, and/or present live entertainment. In terms of national chains, think of Olive Garden, Ruby Tuesday's, and of course, Chili's.

Despite their low rating, the parent company of Chili's Grill & Bar seems undeterred. In a recent quarterly report, Brinker International holding announced plans to maximize dine-in sales by reopening (in limited operation) the dining rooms of 300 restaurants by this weekend. Chili's seating plans have been reportedly reconfigured for virtually all of its restaurants to meet the CDC guidelines of capacity caps and other social distancing measures set by the handful of states that have greenlighted dining rooms to reopen.

"If it's a half a dining room scenario, no one will get more out of half a dining room than we will," vowed Brinker CEO Wyman Roberts. Chili's plan to aggressively reopen while a great number of states are seeing spikes in COVID-19 cases is a curious decision, though the coronavirus pandemic has presented an unprecedented challenge for both corporate restaurant chains and independent restaurant owners as well.


This Is America's Least Favorite Major Restaurant Chain, Says New Report

Tough news for the owners and operators of Chili's Grill and Bar: They came in last in a recent consumer report that ranked customer satisfaction at full-service restaurants.

The new report from the American Customer Satisfaction Index shows that, overall, full-service restaurants are falling out of favor with American consumers. Customers were asked to evaluate their recent experiences with the largest (in terms of market share) sit-down and fast-food restaurants. The overall rating for the category at large fell 2.5% to a score of only 79 out of 100.

Of the top brands listed, Chili's Grill and Bar received the lowest score of 75, while Longhorn Steakhouse and Texas Roadhouse earned the highest marks. According to reporting by USA Today, customers found Chili's quality of service to be lacking compared to all other full-service chains.

What's a "full-service" restaurant? It's defined as a sit-down eatery where food is served directly to the customer's table. These establishments may sell alcoholic beverages, provide takeout and delivery, and/or present live entertainment. In terms of national chains, think of Olive Garden, Ruby Tuesday's, and of course, Chili's.

Despite their low rating, the parent company of Chili's Grill & Bar seems undeterred. In a recent quarterly report, Brinker International holding announced plans to maximize dine-in sales by reopening (in limited operation) the dining rooms of 300 restaurants by this weekend. Chili's seating plans have been reportedly reconfigured for virtually all of its restaurants to meet the CDC guidelines of capacity caps and other social distancing measures set by the handful of states that have greenlighted dining rooms to reopen.

"If it's a half a dining room scenario, no one will get more out of half a dining room than we will," vowed Brinker CEO Wyman Roberts. Chili's plan to aggressively reopen while a great number of states are seeing spikes in COVID-19 cases is a curious decision, though the coronavirus pandemic has presented an unprecedented challenge for both corporate restaurant chains and independent restaurant owners as well.


This Is America's Least Favorite Major Restaurant Chain, Says New Report

Tough news for the owners and operators of Chili's Grill and Bar: They came in last in a recent consumer report that ranked customer satisfaction at full-service restaurants.

The new report from the American Customer Satisfaction Index shows that, overall, full-service restaurants are falling out of favor with American consumers. Customers were asked to evaluate their recent experiences with the largest (in terms of market share) sit-down and fast-food restaurants. The overall rating for the category at large fell 2.5% to a score of only 79 out of 100.

Of the top brands listed, Chili's Grill and Bar received the lowest score of 75, while Longhorn Steakhouse and Texas Roadhouse earned the highest marks. According to reporting by USA Today, customers found Chili's quality of service to be lacking compared to all other full-service chains.

What's a "full-service" restaurant? It's defined as a sit-down eatery where food is served directly to the customer's table. These establishments may sell alcoholic beverages, provide takeout and delivery, and/or present live entertainment. In terms of national chains, think of Olive Garden, Ruby Tuesday's, and of course, Chili's.

Despite their low rating, the parent company of Chili's Grill & Bar seems undeterred. In a recent quarterly report, Brinker International holding announced plans to maximize dine-in sales by reopening (in limited operation) the dining rooms of 300 restaurants by this weekend. Chili's seating plans have been reportedly reconfigured for virtually all of its restaurants to meet the CDC guidelines of capacity caps and other social distancing measures set by the handful of states that have greenlighted dining rooms to reopen.

"If it's a half a dining room scenario, no one will get more out of half a dining room than we will," vowed Brinker CEO Wyman Roberts. Chili's plan to aggressively reopen while a great number of states are seeing spikes in COVID-19 cases is a curious decision, though the coronavirus pandemic has presented an unprecedented challenge for both corporate restaurant chains and independent restaurant owners as well.


This Is America's Least Favorite Major Restaurant Chain, Says New Report

Tough news for the owners and operators of Chili's Grill and Bar: They came in last in a recent consumer report that ranked customer satisfaction at full-service restaurants.

The new report from the American Customer Satisfaction Index shows that, overall, full-service restaurants are falling out of favor with American consumers. Customers were asked to evaluate their recent experiences with the largest (in terms of market share) sit-down and fast-food restaurants. The overall rating for the category at large fell 2.5% to a score of only 79 out of 100.

Of the top brands listed, Chili's Grill and Bar received the lowest score of 75, while Longhorn Steakhouse and Texas Roadhouse earned the highest marks. According to reporting by USA Today, customers found Chili's quality of service to be lacking compared to all other full-service chains.

What's a "full-service" restaurant? It's defined as a sit-down eatery where food is served directly to the customer's table. These establishments may sell alcoholic beverages, provide takeout and delivery, and/or present live entertainment. In terms of national chains, think of Olive Garden, Ruby Tuesday's, and of course, Chili's.

Despite their low rating, the parent company of Chili's Grill & Bar seems undeterred. In a recent quarterly report, Brinker International holding announced plans to maximize dine-in sales by reopening (in limited operation) the dining rooms of 300 restaurants by this weekend. Chili's seating plans have been reportedly reconfigured for virtually all of its restaurants to meet the CDC guidelines of capacity caps and other social distancing measures set by the handful of states that have greenlighted dining rooms to reopen.

"If it's a half a dining room scenario, no one will get more out of half a dining room than we will," vowed Brinker CEO Wyman Roberts. Chili's plan to aggressively reopen while a great number of states are seeing spikes in COVID-19 cases is a curious decision, though the coronavirus pandemic has presented an unprecedented challenge for both corporate restaurant chains and independent restaurant owners as well.


This Is America's Least Favorite Major Restaurant Chain, Says New Report

Tough news for the owners and operators of Chili's Grill and Bar: They came in last in a recent consumer report that ranked customer satisfaction at full-service restaurants.

The new report from the American Customer Satisfaction Index shows that, overall, full-service restaurants are falling out of favor with American consumers. Customers were asked to evaluate their recent experiences with the largest (in terms of market share) sit-down and fast-food restaurants. The overall rating for the category at large fell 2.5% to a score of only 79 out of 100.

Of the top brands listed, Chili's Grill and Bar received the lowest score of 75, while Longhorn Steakhouse and Texas Roadhouse earned the highest marks. According to reporting by USA Today, customers found Chili's quality of service to be lacking compared to all other full-service chains.

What's a "full-service" restaurant? It's defined as a sit-down eatery where food is served directly to the customer's table. These establishments may sell alcoholic beverages, provide takeout and delivery, and/or present live entertainment. In terms of national chains, think of Olive Garden, Ruby Tuesday's, and of course, Chili's.

Despite their low rating, the parent company of Chili's Grill & Bar seems undeterred. In a recent quarterly report, Brinker International holding announced plans to maximize dine-in sales by reopening (in limited operation) the dining rooms of 300 restaurants by this weekend. Chili's seating plans have been reportedly reconfigured for virtually all of its restaurants to meet the CDC guidelines of capacity caps and other social distancing measures set by the handful of states that have greenlighted dining rooms to reopen.

"If it's a half a dining room scenario, no one will get more out of half a dining room than we will," vowed Brinker CEO Wyman Roberts. Chili's plan to aggressively reopen while a great number of states are seeing spikes in COVID-19 cases is a curious decision, though the coronavirus pandemic has presented an unprecedented challenge for both corporate restaurant chains and independent restaurant owners as well.


This Is America's Least Favorite Major Restaurant Chain, Says New Report

Tough news for the owners and operators of Chili's Grill and Bar: They came in last in a recent consumer report that ranked customer satisfaction at full-service restaurants.

The new report from the American Customer Satisfaction Index shows that, overall, full-service restaurants are falling out of favor with American consumers. Customers were asked to evaluate their recent experiences with the largest (in terms of market share) sit-down and fast-food restaurants. The overall rating for the category at large fell 2.5% to a score of only 79 out of 100.

Of the top brands listed, Chili's Grill and Bar received the lowest score of 75, while Longhorn Steakhouse and Texas Roadhouse earned the highest marks. According to reporting by USA Today, customers found Chili's quality of service to be lacking compared to all other full-service chains.

What's a "full-service" restaurant? It's defined as a sit-down eatery where food is served directly to the customer's table. These establishments may sell alcoholic beverages, provide takeout and delivery, and/or present live entertainment. In terms of national chains, think of Olive Garden, Ruby Tuesday's, and of course, Chili's.

Despite their low rating, the parent company of Chili's Grill & Bar seems undeterred. In a recent quarterly report, Brinker International holding announced plans to maximize dine-in sales by reopening (in limited operation) the dining rooms of 300 restaurants by this weekend. Chili's seating plans have been reportedly reconfigured for virtually all of its restaurants to meet the CDC guidelines of capacity caps and other social distancing measures set by the handful of states that have greenlighted dining rooms to reopen.

"If it's a half a dining room scenario, no one will get more out of half a dining room than we will," vowed Brinker CEO Wyman Roberts. Chili's plan to aggressively reopen while a great number of states are seeing spikes in COVID-19 cases is a curious decision, though the coronavirus pandemic has presented an unprecedented challenge for both corporate restaurant chains and independent restaurant owners as well.


This Is America's Least Favorite Major Restaurant Chain, Says New Report

Tough news for the owners and operators of Chili's Grill and Bar: They came in last in a recent consumer report that ranked customer satisfaction at full-service restaurants.

The new report from the American Customer Satisfaction Index shows that, overall, full-service restaurants are falling out of favor with American consumers. Customers were asked to evaluate their recent experiences with the largest (in terms of market share) sit-down and fast-food restaurants. The overall rating for the category at large fell 2.5% to a score of only 79 out of 100.

Of the top brands listed, Chili's Grill and Bar received the lowest score of 75, while Longhorn Steakhouse and Texas Roadhouse earned the highest marks. According to reporting by USA Today, customers found Chili's quality of service to be lacking compared to all other full-service chains.

What's a "full-service" restaurant? It's defined as a sit-down eatery where food is served directly to the customer's table. These establishments may sell alcoholic beverages, provide takeout and delivery, and/or present live entertainment. In terms of national chains, think of Olive Garden, Ruby Tuesday's, and of course, Chili's.

Despite their low rating, the parent company of Chili's Grill & Bar seems undeterred. In a recent quarterly report, Brinker International holding announced plans to maximize dine-in sales by reopening (in limited operation) the dining rooms of 300 restaurants by this weekend. Chili's seating plans have been reportedly reconfigured for virtually all of its restaurants to meet the CDC guidelines of capacity caps and other social distancing measures set by the handful of states that have greenlighted dining rooms to reopen.

"If it's a half a dining room scenario, no one will get more out of half a dining room than we will," vowed Brinker CEO Wyman Roberts. Chili's plan to aggressively reopen while a great number of states are seeing spikes in COVID-19 cases is a curious decision, though the coronavirus pandemic has presented an unprecedented challenge for both corporate restaurant chains and independent restaurant owners as well.


This Is America's Least Favorite Major Restaurant Chain, Says New Report

Tough news for the owners and operators of Chili's Grill and Bar: They came in last in a recent consumer report that ranked customer satisfaction at full-service restaurants.

The new report from the American Customer Satisfaction Index shows that, overall, full-service restaurants are falling out of favor with American consumers. Customers were asked to evaluate their recent experiences with the largest (in terms of market share) sit-down and fast-food restaurants. The overall rating for the category at large fell 2.5% to a score of only 79 out of 100.

Of the top brands listed, Chili's Grill and Bar received the lowest score of 75, while Longhorn Steakhouse and Texas Roadhouse earned the highest marks. According to reporting by USA Today, customers found Chili's quality of service to be lacking compared to all other full-service chains.

What's a "full-service" restaurant? It's defined as a sit-down eatery where food is served directly to the customer's table. These establishments may sell alcoholic beverages, provide takeout and delivery, and/or present live entertainment. In terms of national chains, think of Olive Garden, Ruby Tuesday's, and of course, Chili's.

Despite their low rating, the parent company of Chili's Grill & Bar seems undeterred. In a recent quarterly report, Brinker International holding announced plans to maximize dine-in sales by reopening (in limited operation) the dining rooms of 300 restaurants by this weekend. Chili's seating plans have been reportedly reconfigured for virtually all of its restaurants to meet the CDC guidelines of capacity caps and other social distancing measures set by the handful of states that have greenlighted dining rooms to reopen.

"If it's a half a dining room scenario, no one will get more out of half a dining room than we will," vowed Brinker CEO Wyman Roberts. Chili's plan to aggressively reopen while a great number of states are seeing spikes in COVID-19 cases is a curious decision, though the coronavirus pandemic has presented an unprecedented challenge for both corporate restaurant chains and independent restaurant owners as well.


This Is America's Least Favorite Major Restaurant Chain, Says New Report

Tough news for the owners and operators of Chili's Grill and Bar: They came in last in a recent consumer report that ranked customer satisfaction at full-service restaurants.

The new report from the American Customer Satisfaction Index shows that, overall, full-service restaurants are falling out of favor with American consumers. Customers were asked to evaluate their recent experiences with the largest (in terms of market share) sit-down and fast-food restaurants. The overall rating for the category at large fell 2.5% to a score of only 79 out of 100.

Of the top brands listed, Chili's Grill and Bar received the lowest score of 75, while Longhorn Steakhouse and Texas Roadhouse earned the highest marks. According to reporting by USA Today, customers found Chili's quality of service to be lacking compared to all other full-service chains.

What's a "full-service" restaurant? It's defined as a sit-down eatery where food is served directly to the customer's table. These establishments may sell alcoholic beverages, provide takeout and delivery, and/or present live entertainment. In terms of national chains, think of Olive Garden, Ruby Tuesday's, and of course, Chili's.

Despite their low rating, the parent company of Chili's Grill & Bar seems undeterred. In a recent quarterly report, Brinker International holding announced plans to maximize dine-in sales by reopening (in limited operation) the dining rooms of 300 restaurants by this weekend. Chili's seating plans have been reportedly reconfigured for virtually all of its restaurants to meet the CDC guidelines of capacity caps and other social distancing measures set by the handful of states that have greenlighted dining rooms to reopen.

"If it's a half a dining room scenario, no one will get more out of half a dining room than we will," vowed Brinker CEO Wyman Roberts. Chili's plan to aggressively reopen while a great number of states are seeing spikes in COVID-19 cases is a curious decision, though the coronavirus pandemic has presented an unprecedented challenge for both corporate restaurant chains and independent restaurant owners as well.


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