Quick-service restaurants (QSRs) are heading into 2026 hungry for growth, with revenue projected to hit $532 billion for the industry in 2025 , up 4.3% year-over-year.
But behind the impressive revenue headlines lies a more complex story: customer satisfaction is slipping, and brand reputation has never been more critical.
Chatmeter, an Alchemer company, recently published their 2025 QSR Reputation Ranking Report. The report dives into over 300,000 consumer reviews across 26 major QSR chains, revealing which brands are delighting diners — and which are leaving a bad taste.
The state of the QSR industry in 2025
The QSR landscape is evolving fast — and not always in ways operators expect.
Despite an optimistic revenue outlook, foot traffic is slipping, down 1.6% in Q1 2025, according to Placer.ai. Consumers are tightening their wallets, and while many chains expanded aggressively this year, they may have overshot actual demand.
Chatmeter’s analysis uncovered a few trends that should give QSR operators pause:
- Mentions of customer service surged 17% year-over-year, but sentiment fell by 1.5%.
- Conversations about wait times and staff behavior are increasing.
- Talk of value dipped by 5%, while food quality mentions rose by 11%.
Consumers are making decisions based not only on price, but on whether the experience feels worth it — from the taste of the meal to the tone of the interaction. And when those expectations aren’t met, they’re not shy about saying so in a review.
Behind the data
At the center of the 2025 QSR Reputation Ranking Report is Pulse AI, a next-generation customer intelligence platform designed specifically for multi-location brands.
Pulse AI analyzed over 300,000 customer reviews in less than 24 hours — distilling raw, unstructured feedback into clear insights about sentiment, emerging trends, and potential risks. Using advanced natural language processing, it detects not just what customers are saying, but how they feel — interpreting nuance, emotion, and intent that traditional analytics often miss.
Unlike generalized AI tools, Pulse AI is purpose-built for customer experience analysis. It continuously learns from every new data point, sharpening its understanding of how customers perceive value, service, and taste across locations and time.
With Pulse AI, QSR operators can see where they’re excelling, where they’re slipping, and what actions will strengthen loyalty, inspire innovation, and elevate every guest interaction.
The top 10 QSRs by reputation in 2025
The 2025 QSR Reputation Ranking Report highlights the 10 leading brands in value, service, and food quality. Here’s a deeper look at the three restaurants that rounded out the top 10 — each offering lessons in innovation, experience, and consistency.
#10 – Domino’s
Domino’s has long dominated the pizza delivery space, but 2025 proved it’s not just about convenience — it’s about credibility.
The brand’s performance was driven by its ability to balance innovation with reliability. Customers praised the Stuffed Crust Pizza and seasonal specials, while new “Secret Menu Pizzas,” inspired by employee favorites, sparked curiosity and online buzz. However, execution wasn’t flawless. Some diners reported confusion over pricing and extra charges for sauce modifications, which dampened perceptions of transparency.
Still, Domino’s earned strong marks for friendly service, on-time delivery, and food quality consistency. Even as other pizza chains struggled with fluctuating standards, Domino’s maintained operational steadiness that customers noticed — and rewarded. The takeaway? Innovation is valuable, but trust is the real driver of loyalty.
#9 – Burger King
Burger King’s Reclaim the Fame initiative in 2025 marked a strategic push to reimagine the guest experience from the ground up.
The chain invested heavily in store remodels, self-service kiosks, and mobile ordering, modernizing operations without losing its classic appeal. Customers responded positively to the updates, noting faster service times and friendlier staff interactions.
But reputation gains came with a caveat. Reviews often mentioned dirty dining rooms and inconsistent food presentation, signaling that while the brand has advanced technologically, operational discipline still lags in some locations. Complaints about hidden fees, round-up donations, and variable pricing also chipped away at perceptions of fairness.
Even so, Burger King’s renewed commitment to innovation — paired with nostalgia-driven menu items like the Steakhouse Bacon Whopper and Jalapeño Cheddar Bites — helped it climb back into the top 10. The brand’s resurgence underscores that modernization must be matched with executional rigor and transparency to sustain customer trust.
#9 – Chipotle
Chipotle’s Guest-Obsessed initiative marked a new era for the brand, reinforcing its commitment to fresh ingredients, flavor innovation, and a more personalized guest experience.
New menu launches like Honey Chicken and Adobo Ranch Sauce showcased Chipotle’s willingness to expand beyond its classic lineup. The Honey Chicken became a customer favorite for its balanced sweet and smoky flavor — a sign of a brand experimenting boldly within its offerings.
Customers continued to praise the freshness, flavor, and speed of Chipotle’s offerings, particularly in locations emphasizing the new service model. Some reviews pointed to opportunities for improvement in cleanliness and consistency, but overall sentiment reflected optimism about the brand’s evolution.
Chipotle’s position in the top 10 reflects the power of a brand that is listening and adapting to changing customer feedback and expectations.
Download the full QSR report
The full 2025 QSR Reputation Ranking Report reveals the complete top 10 list, plus a detailed breakdown of how each brand performs on value, service, and food quality — and what’s driving those scores.
Inside, you’ll find:
- The top-performing QSRs of 2025, ranked by real customer sentiment
- A deep dive into trends like “sauce-flation” and the shifting definition of value
- Insights into which menu innovations and service strategies moved the needle most
- And how AI-driven analysis is reshaping the way QSR brands compete for loyalty
If you want to see who earned the #1 spot — and what it takes to get there — the answers are in the full report.