The Cheesecake Factory Incorporated
cheesecakefactory.com ↗In their words
“We see it in the results of our Net Promoter Scores continuing to be positive. And that just has a flywheel effect of guests wanting to come back and having those type of experiences that Matt just mentioned.”
“To this point, our internal Net Promoter Score metrics improved across nearly all key areas this quarter including in both the dine-in and off-premise channels with notable gains in pace of experience, staff service and food quality.”
“Our members continue to show very high guest satisfaction scores, sort of over-indexing on our NPS scores that are already at an all-time high.”
NPS disclosures (18)
We see it in the results of our Net Promoter Scores continuing to be positive. And that just has a flywheel effect of guests wanting to come back and having those type of experiences that Matt just mentioned.
To this point, our internal Net Promoter Score metrics improved across nearly all key areas this quarter including in both the dine-in and off-premise channels with notable gains in pace of experience, staff service and food quality.
Our members continue to show very high guest satisfaction scores, sort of over-indexing on our NPS scores that are already at an all-time high.
We have all-time high net promoter scores whether that’s dine-in or in off-premise. So I think we are taking some market share just through execution.
…profitability improvement, but just as important, continued to make incremental advances in guest satisfaction with virtually every key on-premise and off-premise Net Promoter Score metric that we tracked for the Cheesecake Factory, ending the quarter…
Cheesecake Factory's operational excellence and strong consumer appeal are evidenced by high net promoter scores.
Supporting this viewpoint, our internally measured Net Promoter Score metrics during the quarter remained near record highs across both dine-in and off-premise channels, including pace of experience, staff service and food quality.
And we see between a 10% to 20% higher score in overall NPS on rewards members.
We believe our retention trends were a key contributor to the sequential and year-over-year improvement in Net Promoter Scores and service and food quality levels for The Cheesecake Factory restaurants.
To that end, dine-in net promoter metrics improved sequentially and year-over-year, and our sales trends are off to a promising start in 2023.
We utilize a customer satisfaction measurement platform that leverages the “Net Promoter Score” methodology. The data and analytics provided by this software provide us with actionable insights to better understand what customer experience opportunities…
Importantly, all our dine-in Net Promoter Scores improved, including experience, staff service and hospitality and food quality. The Cheesecake Factory off-premise channel trend can remain solid with fourth quarter sales accounting for 27% of total sales.
We utilize a customer satisfaction measurement platform that leverages the “Net Promoter Score” methodology. The data and analytics provided by this software provide us with actionable insights to better understand what customer experience opportunities…
As I said earlier, we've seen the improvement in the NPS score for off-premise grow over time. We added an NPS survey to our online ordering platform and have slowly seen that number increase over time.
We utilize a customer satisfaction measurement platform that leverages the “Net Promoter Score” methodology at all of our restaurants. The data and analytics provided by this software provide us with actionable insights to better understand what…
We utilize a customer satisfaction measurement platform that leverages the “Net Promoter Score” methodology at all of our restaurants. The data and analytics provided by this software provide us with actionable insights to better understand what…
In 2017, we implemented a new customer satisfaction measurement platform that leverages the “Net Promoter Score” methodology at all of our restaurants.
Finally, to better align our guest satisfaction measurement with our current initiatives, we recently launched a new platform that leverages the Net Promoter methodology across our restaurants.
Retention disclosures (0)
No retention figures yet.
Lighthouse companies in Travel, hospitality & leisure
About these figures
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.