How U.S. QSR Chains Compare in Online Reputation – 2025 Benchmark

An Unfiltered View of the QSR Burger Segment

The 2025 QSR Customer Experience Benchmark analyzes unsolicited Google reviews to reveal how customers truly perceive major burger brands in the United States.

You’ll find:

• Performance rankings across categories such as speed of service, staff behavior, order accuracy, and food quality
• A breakdown of positive vs. negative sentiment across the guest journey
• Complaint rate trends and areas most commonly mentioned in negative reviews
• A comparative analysis of emerging brands and long-established names

This is not a marketing study. It’s a reputation reality check.

Reputation Impacts Traffic, Loyalty, and Growth

Today, online reputation is one of the most important drivers of consumer behavior in the QSR space. Whether guests choose to visit — or return — increasingly depends on how your brand is represented online.

The benchmark allows you to:

• Understand how your reputation compares within the segment
• Identify experience gaps affecting satisfaction and review scores
• Prioritize areas of operational improvement based on real feedback
• Translate insights into brand and performance strategy

Understand Where You Stand and How to Improve

Once you know how your brand is perceived, the next step is making improvements. Without increasing headcount or adding complexity.

The benchmark is powered by CustomerHero’s experience management platform.
Our solutions help leading QSR brands:

• Collect guest feedback with minimal effort through QR codes or receipts
• Redirect positive experiences toward public review platforms
• Capture complaints before they impact ratings
• Monitor satisfaction trends across locations in real time

This page is focused on the benchmark — but if you're looking to take action, we’re here to support that next step.

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