Red Robin Gourmet Burgers, Inc.
redrobin.com ↗In their words
“Dining service as measured by Net Promoter Score, taking the dramatic improvements they made in 2016 even higher to an average NPS of over 70 with under 7% detractors for 2017, not missing a beat with the guest while dropping the expeditor role or…”
“Our operations team dramatically improved their level of service, raising the Net Promoter Score, or NPS, to a consistent 70 or better, in large part by reducing those often vocal detractors to 7% or less.”
“In the first period of full system measurement, our NPS was 54. With heightened focus, our field teams have significantly lifted NPS to 68 as of last week, by improving top box ratings, and even more importantly by steadily decreasing detractors.”
Disclosed NPS over time
Every Net Promoter Score Red Robin Gourmet Burgers, Inc. has published, by date.
NPS disclosures (11)
First, we continue to use net promoter score as a way of measuring impacts, and have not seen any change there. We do track other elements.
…dining service as measured by Net Promoter Score, taking the dramatic improvements they made in 2016 even higher to an average NPS of over 70 with under 7% detractors for 2017, not missing a beat with the guest while dropping the expeditor role or…
…0.5% 1.0% 1.5% 2.0% 2.5% 3.0% 3.5% 2013 2014 2015 2016 2017 7CLASSIFIED – INTERNAL USE Continued Improvement in Net Promoter Scores 6.0% 6.5% 7.0% 7.5% 8.0% 8.5% 9.0% 9.5% 60 62 64 66 68 70 72 2016 Q1 2016 Q2 2016 Q3 2016 Q4 2017 Q1 2017 Q2 2017 Q3…
Our Net Promoter Scores have never been higher. Our off-premise growth is exceeding our expectations.
Our operations team dramatically improved their level of service, raising the Net Promoter Score, or NPS, to a consistent 70 or better, in large part by reducing those often vocal detractors to 7% or less.
Continuing to achieve consistently stronger Net Promoter Scores © 2017 Technomic Inc. 5CLASSIFIED – INTERNAL USE %Top Box “Provides Value Through High Quality Menu Items” (vs. peers) Base: 700 recent guests per year for each chain tracked (350 recent…
…Achieving consistently strong Net Promoter Scores • Improving food-to-table times •
The operators have turned up the volume on what matters most to those guests, speed-to-table and attentive service, earning their highest net promoters scores yet, as they entered 2017.
Simplify Wherever Possible 11 Guest is Noticing 40 45 50 55 60 65 70 75 NPS Q4 ’16 NPS - 63 Guest Voice – RRGB USA Sept ‘15-Dec ‘16 Q4 ’15 NPS - 54 12 Guest is Noticing 0 5 10 15 20 Detractors Guest Voice – RRGB USA Sept ‘15-Dec ‘16 13 Sources of NPS…
In the first period of full system measurement, our NPS was 54. With heightened focus, our field teams have significantly lifted NPS to 68 as of last week, by improving top box ratings, and even more importantly by steadily decreasing detractors.
…Operational initiatives to ensure delivery of Bottomless and other brand promises supported by detailed tracking of Net Promoter Score and mystery shops 10 Broadening Guest Appeal and Frequency •
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.