Operations
Limited-service visits decline as customer service, value perceptions hit new lows
October 29, 2025
There may be a growing crisis for the limited-service restaurant industry, according to the 2025 QSR Reputation Ranking Report by Chatmeter, which analyzed over 300,000 online reviews for 26 chains and found that overall visits declined by 1.6% in the first quarter of 2025.
Despite a predicted 4.3% jump in sales to $532 billion in 2025, customer traffic continues to decline, a concerning indicator that revenue growth is masking severe operational and service issues. More critically, visits per store fell across every category, suggesting that aggressive expansion by some brands is outpacing consumer demand.
Service sinks as complaints soar
Customer complaints about service and wait times have reached a critical point. Mentions of customer service increased by 17% year-over-year, making up 37.5% of all reviews, while sentiment declined by 1.5%. Consumers frequently complained about rude service and negative staff interactions. While mentions of mobile orders grew slightly, sentiment remained flat. Wait times were a common frustration, mentioned in 8.2% of reviews with a 1.4% drop in sentiment.
"The data shows that persistent operational issues pose significant risk for QSRs," a Chatmeter analyst wrote in the report. "Low-ranking chains tended to focus on marketing campaigns that outpaced operational delivery, leading guests to feel let down when in-store experiences and food quality didn't match promised value."
Value is about quality, not just price
While many brands focused on low-priced meal deals, the report found value perceptions are shifting from price to quality. Conversations about food quality grew by 11% year-over-year, comprising 20.3% of reviews, while value mentions declined by 5%.
Sentiment around food quality declined by 3.4%, and deals were not enough to convince consumers that the meals were "worth the time and expense," according to the report. Customers frequently compared limited-service brands prices to sit-down restaurants, believing they could receive better quality and service for the same cost.
What is sauce-flation?
A specific and growing point of frustration is "sauce-flation."
Mentions of sauces grew 15% year-over-year, but sentiment declined due to extra charges for condiments that customers feel should be standard. For example, some Chick-fil-A locations have restricted free sauce limits, and Chipotle charges 75 cents for its new Adobo Ranch sauce.
Top 10 Brands lean on innovation, operations
The brands that improved their reputation focused on menu innovation (clean, healthy and artisan ingredients) combined with tech-driven operational efficiencies. They included:
- Hardee's.
- Chick-fil-A.
- Firehouse Subs.
- Panda Express.
- Jersey Mike's.
- Popeyes Louisiana Kitchen.
- Wingstop.
- Chipotle.
- Burger King.
- Domino's.
Hardee's took the No. 1 spot in the overall ranking, driven by high marks in food quality and customer service. The chain was No. 1 for food quality and No. 2 for customer service. Chick-fil-A slipped from No. 1 last year to No. 2 overall but maintained the No. 1 spot for customer service due to its focus on hospitality training and AI-assisted drive-thru systems. However, its value perception dropped significantly after recent price hikes.
Firehouse Subs catapulted from No. 13 to No. 3 overall, thanks to a focus on menu innovation and operational improvements like new toasters that reduced prep time. Little Caesars was named the category leader for value.
The report's findings underscore that for QSR and fast-casual brands to grow traffic and maintain loyalty, investments in consistent food quality and efficient, friendly service must precede high-profile marketing campaigns.
