Report: Full-service restaurants attempt to overcome value perception challenges

While quick-serve and fast-casual chains are rapidly expanding, full-service restaurants are winning back customers through new menu items and operational improvements.

That’s according to the 2025 Full-Service Reputation Ranking Report from Chatmeter, which found that restaurant chains like TGI Fridays, Olive Garden and The Cheesecake Factory saw notable engagement and positive feedback after launching menu updates, including healthier options such as calorie-conscious meals and more protein alternatives.

​​Investments in digital ordering, loyalty programs and tabletop technology drove higher customer satisfaction for brands like Outback Steakhouse, Chili’s and Applebees, according to Chatmeter’s report. Despite this, many chains saw a decline in positive mentions of staff and service, with many struggling to deliver memorable in-person experiences. Wait time and order accuracy also remained a pain point for many customers.

Mentions of value dropped by 18% in 2025, compared to last year’s data, with sentiment remaining stable. Chatmeter says this indicates that consumers are prioritizing other aspects of the casual dining experience. While deals and promotions like the Chili’s “3 for Me” meal and Olive Garden’s Never-Ending Pasta Bowl sustained positive value perception, price increases contributed to negative sentiment for some chains, according to Chatmeter. Customers frequently comment on portions being too large or too small, which also has a direct impact on their perception of value.