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Building Consumer Loyalty in the Fast Service and Casual Dining Restaurant Sector.
By Deloitte
Sunday, 27th April 2014

So what is the state of brand loyalty within the fast service and casual dining restaurant sector?

In answering this question, Deloitte’s Travel, Hospitality, and Leisure practice performed extensive consumer loyalty research, surveying more than 4,000 patrons of fast service and casual dining restaurants.

As part of this research, we conducted two in-depth focus groups with frequent visitors to these restaurants. We asked a number of questions that aim to assess restaurant consumer attitudes and behaviors.

Some findings include:

  • You’ve captured their attention. Less so, their wallets.
  • Your core customers connect with your food, not so much your brand and people.
  • It isn’t rocket science. A few things matter most to everyone.
  • Loyalty programs have not exactly set the world on fire.  But do your most-frequent customers belong to your program?
In Second helpings: Building consumer loyalty in the fast service and casual dining restaurant sector, we report on the current state of loyalty in the fast service and casual dining sector. We discuss strategic imperatives for fast service and casual dining restaurants to consider as they endeavor to strengthen loyalty and the effectiveness of their loyalty program initiatives.


Take a deeper dive into our restaurant loyalty survey by downloading our full set of PowerPoint findings.

As used in this document, 'Deloitte' means Deloitte LLP and its subsidiaries. Please see for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.

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