BJ's Restaurants, Inc.
bjsrestaurants.com ↗In their words
“We have seen significant improvement across our guest metrics since Q3 of 2024, with our Net Promoter Score improving roughly 10%. Our team member retention continues to be better than pre-pandemic levels and is trending positively.”
“Our margin expansion has been broad-based and driven by operating our restaurants more effectively and efficiently as reflected in our NPS scores, which continue to be at multi-year highs, while our comped meals are simultaneously down significantly.”
“And the overall recommend score is at multiyear highs, our value score, our food score, things that if we were squeezing too hard and we were doing things that might be helping in the short-term, but not the longer term, that would show up in our NPS…”
NPS disclosures (28)
William Blair upgrades BJ's Restaurants stock citing 10% Net Promoter Score improvement over two years amid menu revitalization.
We have seen significant improvement across our guest metrics since Q3 of 2024, with our Net Promoter Score improving roughly 10%. Our team member retention continues to be better than pre-pandemic levels and is trending positively.
These programs include a Net Promoter Scoring program that helps us evaluate several key elements of our service including pace, hospitality, value and recommend scores, as well as mystery shopper and guest loyalty programs.
…our margin expansion has been broad-based and driven by operating our restaurants more effectively and efficiently as reflected in our NPS scores, which continue to be at multi-year highs, while our comped meals are simultaneously down significantly.
And the overall recommend score is at multiyear highs, our value score, our food score, things that if we were squeezing too hard and we were doing things that might be helping in the short-term, but not the longer term, that would show up in our NPS…
These programs include a Net Promoter Scoring program that helps us evaluate several key elements of our service including pace, hospitality, value and recommend scores, as well as mystery shopper and guest loyalty programs.
What we do know is when we get to our guests sooner, and we get that first order in sooner, our net promoter scores go up, they have a better dining experience with us.
These programs include a Net Promoter Scoring program that helps us evaluate several key elements of our service including pace, hospitality, value and recommend scores, as well as mystery shopper and guest loyalty programs.
This synergy has led to improved net promoter scores, and again, reduced training and overtime costs, helping to move our restaurant margins in the right direction.
We are also able to drive those efficiencies, while maintaining our strong net promoter scores. In regard to our culinary strategy, we rolled out our new menu in July that has 15% fewer items and is focused on familiar items made brewhouse fabulous…
These initiatives will uplift our already strong net promoter scores, drive sales and optimize our efficiencies in our restaurants so that we can better leverage our increasing sales and continue taking care of our guest.
These programs include a Net Promoter Scoring program that helps us evaluate several key elements of our service including pace, hospitality, value and recommend scores, as well as mystery shopper and guest loyalty programs.
Finally, our net promoter scores rose in the first quarter and our guests scored us higher in Q1 than at any point over the past year and well ahead of our pre-COVID measure in each metric including overall recommend, value, food and hospitality.
These programs include a Net Promoter Scoring program that helps us evaluate several key elements of our service including pace, hospitality, value and recommend scores, as well as mystery shopper and guest loyalty programs.
So because we've been able to do those things, our NPS scores don't have quite the dispersion that you see on the comp sales side of it when all of our tables are open.
In fact, our dine-in NPS recommended score reached another all-time high in Q1, beating our previous mark set in Q4. The key to continuing to deliver our gold standard service as our sales volumes recover is hiring and retaining talented restaurant…
These systems include a Net Promoter Scoring system that helps us evaluate several key elements of our service including pace, hospitality, value and recommend scores, as well as mystery shopper and customer loyalty programs.
And our guests recognize this and agree with our recent Direct Connect Net Promoter Score food and taste scores reaching all-time highs. The streamline operations have also enabled our managers to be more agile and dealing with the increased labor…
These systems include a Net Promoter Scoring system that helps us evaluate several key elements of our service including pace, hospitality, value and recommend scores, as well as mystery shopper and customer loyalty programs.
This is supported by our improvements versus last year in every dimension of our net promoter survey scores including value, food quality, pace, hospitality, cleanliness and finally, overall recommend.
…ongoing systems and operational improvements we and our delivery partners are making are producing a solid guest experience as demonstrated by the improving net promoter scores for orders sourced from our Website and app and delivered by third-parties.
Our restaurant teams execute at a high level and treat every customer as if they were family, which drove higher Net Promoter Scores in 2018.
…as we just talked about a minute ago, what I said on the formal remarks, the best way for us to drive labor improvement frankly is driving top line sales, knowing that our Net Promoter Scores are up, it is also an indicator guests like what we're doing.
And then finally, without getting into the details of the numbers, Greg did mention this briefly, we're seeing some nice improvements in our Net Promoter Score.
These systems include a Net Promoter Scoring system that evaluates several key elements of our service including pace, hospitality, value and recommend scores, as well as a mystery shopper program and a customer loyalty program.
But the things that we're seeing on our pace (33:05) score is coming from our NPS, from our Net Promoter Scores, all look better from there and we should start to adjust from that.
We also measure the productivity and efficiency of our restaurant operations using a variety of qualitative and quantitative statistical indicators such as Net Promoter Scores, kitchen ticket times, actual versus theoretical food waste, items produced…
At BJ’s, we’re pursuing AMAZING for one and all Hospitality & Approachability Introducing our Direct Connect Program Net promoter score Utilizing loyalty program for guest feedback Averaging over 450 guest comments per day Ability to immediately respond…
Retention disclosures (0)
No retention figures yet.
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Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.