-31
NPS
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O'Charley's
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About O'Charley's' Brand
"O'Charley's owns and operates casual dining restaurants under featuring steaks, poultry, fresh seafood, salads and sandwiches." Among its major competitors, O'Charley's is ranked in 4th place for NPS while Texas Roadhouse is 1st, and Applebee's is 2nd. Overall, O'Charley's has a neutral social sentiment, when analyzing social media channels and online mentions.
Brand at a Glance
69%
Customer Loyalty
2.7/5
Product Quality
2.5/5
Pricing
2.7/5
Customer Service
O'Charley's Ranking
- #4 / 4 of its competitors
O'Charley's NPS
O'Charley's's Net Promoter Score (NPS) is a -31 with 30% Promoters, 9% Passives, and 61% Detractors. Net Promoter Score tracks whether O'Charley's's customers would recommend using the product based on a scale of -100 to 100.
O'Charley's Overall NPS
| 30% | Promoters |
|---|---|
| 9% | Passives |
| 61% | Detractors |
O'Charley's NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2023 -32 | Oct 2023 | -32 |
Nov 2023 -30 | Nov 2023 | -30 |
Jan 2024 -34 | Jan 2024 | -34 |
Feb 2024 -32 | Feb 2024 | -32 |
Mar 2024 -32 | Mar 2024 | -32 |
Apr 2024 -30 | Apr 2024 | -30 |
May 2024 -33 | May 2024 | -33 |
Nov 2024 -31 | Nov 2024 | -31 |
Dec 2024 -31 | Dec 2024 | -31 |
Jan 2025 -32 | Jan 2025 | -32 |
Feb 2025 -31 | Feb 2025 | -31 |
Jul 2025 -31 | Jul 2025 | -31 |
How Other Brands Compare
O'Charley's is ranked #4 for NPS among its competitors. Texas Roadhouse and Applebee's come in first and second, with Logan's Roadhouse coming in at third.
O'Charley's |  Texas Roadhouse |  Logan's Roadhouse |  Applebee's | |
| Global Ranking | #- | #439 | #- | #- |
| NPS | -31 | 26 | -29 | -21 |
| Social Sentiment Calculated by analyzing social media and other online mentions | Neutral | Neutral | Neutral | Neutral |
| Valuation Updated every 24 hours for public companies | - | $6.93B | $7.47B | $1.56B |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
O'Charley's NPS by Gender
Male customers rated O'Charley's's NPS 47 points higher than Female customers.
Male
-8
O'Charley's's NPS was rated -8 by Male customers on Comparably.
46%
Promoters
0%
Passives
54%
Detractors
Female
-55
O'Charley's's NPS was rated -55 by Female customers on Comparably.
20%
Promoters
5%
Passives
75%
Detractors
O'Charley's NPS by Ethnicity
O'Charley's's NPS was rated the highest by Caucasian customers, and the lowest by African American/Black customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -47 | Caucasian | -47 |
African American/Black -100 | African American/Black | -100 |
O'Charley's NPS by Age
O'Charley's's NPS was rated the highest by customers ages 46-50, and the lowest by customers ages 66+.
O'Charley's NPS by Usage
O'Charley's's NPS was rated the highest by customers who have used O'Charley's's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
1 to 2 Years -34 | 1 to 2 Years | -34 |
2 to 5 Years -34 | 2 to 5 Years | -34 |
5 to 10 Years -33 | 5 to 10 Years | -33 |
Over 10 Years -42 | Over 10 Years | -42 |
O'Charley's NPS vs. Competitors
Compared to its competitors, O'Charley's's NPS is rated right below Logan's Roadhouse.
| COMPANY | NPS Score | |
|---|---|---|
| Texas Roadhouse | 26 |
| Applebee's | -21 |
| Logan's Roadhouse | -29 |
| O'Charley's | -31 |
O'Charley's Customer Reviews
Out of the 6 O'Charley's customer reviews 3 were positive and 3 were constructive. O'Charley's customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
O'Charley's Customer Loyalty
69%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
69% of O'Charley's users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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O'Charley's Customer Loyalty Score by Gender
Female customers rated O'Charley's's Customer Loyalty score 6% higher than Male customers.
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Male
72%
Yes
Female
78%
Yes
O'Charley's Customer Loyalty Score by Ethnicity
O'Charley's's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by African American/Black customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of O'Charley's.
74
out of 100
Caucasian
64
out of 100
African American/Black
O'Charley's Customer Loyalty Score by Age
O'Charley's's Customer Loyalty score was rated the highest by customers ages 51-55, and the lowest by customers ages 66+.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 78% | 18-25 | 78% |
46-50 82% | 46-50 | 82% |
51-55 85% | 51-55 | 85% |
61-65 82% | 61-65 | 82% |
66+ 64% | 66+ | 64% |
O'Charley's Customer Loyalty Score by Usage
O'Charley's's Customer Loyalty score was rated the highest by customers who have used O'Charley's's products/services for Over 10 Years, and the lowest by customers with 2 to 5 Years of usage.
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O'Charley's Customer Loyalty Score by Industry
O'Charley's's Customer Loyalty score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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O'Charley's Customer Loyalty vs. Competitors
Compared to its competitors, O'Charley's's Customer Loyalty score is rated right above Applebee's, and is preceded by Logan's Roadhouse.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Texas Roadhouse | 84% |
| Logan's Roadhouse | 75% |
| O'Charley's | 69% |
| Applebee's | 66% |
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O'Charley's Product Quality
2.7/5
O'Charley's has an overall Product Quality score of 2.7 out of 5 stars rated by its users and customers.
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O'Charley's Product Information
O'Charley's’s product quality score is a 2.7 out of 5 as rated by its users and customers. Reviewers from the Accounting industry rated O'Charley's's product the highest. Reviewers from the Consumer Services industry rated O'Charley's the lowest at 2.
- Website
- http://www.ocharleys.com/
- Company Size
- 10,000+ Employees
Industry
Tech
Food & Beverages
Quick Insights into O'Charley's Product Quality
O'Charley's's Product Quality score was rated highest by customers from the Accounting industry, and rated lowest by African American/Black customers.
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Ranked O'Charley's Product Quality the Highest
Ranked O'Charley's Product Quality the Lowest
O'Charley's Product Quality Score by Gender
Male customers rated O'Charley's's Product Quality score 0.5 stars higher than Female customers.
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Male
2.9/5
Female
2.4/5
O'Charley's Product Quality Score by Ethnicity
O'Charley's's Product Quality score was rated the highest by Caucasian customers, and the lowest by African American/Black customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.8 | Caucasian | 2.8 |
African American/Black 1.5 | African American/Black | 1.5 |
O'Charley's Product Quality Score by Age
O'Charley's's Product Quality score was rated the highest by customers ages 51-55, and the lowest by customers ages 46-50.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 2.7 | 18-25 | 2.7 |
46-50 2.3 | 46-50 | 2.3 |
51-55 3.8 | 51-55 | 3.8 |
61-65 2.5 | 61-65 | 2.5 |
66+ 2.5 | 66+ | 2.5 |
O'Charley's Product Quality Score by Usage
O'Charley's's Product Quality score was rated the highest by customers who have used O'Charley's's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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O'Charley's Product Quality Score by Industry
O'Charley's's Product Quality score was rated the highest by Accounting industry customers, and the lowest by Consumer Services industry customers.
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O'Charley's Product Quality vs. Competitors
Compared to its competitors, O'Charley's's Product Quality score is rated right above Logan's Roadhouse, and is preceded by Applebee's.
| COMPANY | Product Quality Score | |
|---|---|---|
| Texas Roadhouse | 3.8/5 |
| Applebee's | 2.9/5 |
| O'Charley's | 2.7/5 |
| Logan's Roadhouse | 2.6/5 |
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O'Charley's Pricing
O'Charley's ROI & Value For Money
2.5/5
O'Charley's has a value for money and ROI score of 2.5 out of 5 stars rated by its users and customers.
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O'Charley's Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Education industry. The users from the Consumer Services industry think that they had the lowest ROI from O'Charley's.
Quick Insights into O'Charley's ROI
O'Charley's's ROI score was rated highest by customers ages 51-55, and rated lowest by African American/Black customers.
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Ranked O'Charley's ROI the Highest
Ranked O'Charley's ROI the Lowest
O'Charley's ROI Score by Gender
Male customers rated O'Charley's's ROI score 0.3 stars higher than Female customers.
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Male
2.5/5
Female
2.2/5
O'Charley's ROI Score by Ethnicity
O'Charley's's ROI score was rated the highest by Caucasian customers, and the lowest by African American/Black customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.4 | Caucasian | 2.4 |
African American/Black 1.5 | African American/Black | 1.5 |
O'Charley's ROI Score by Age
O'Charley's's ROI score was rated the highest by customers ages 51-55, and the lowest by customers ages 46-50.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 1.9 | 18-25 | 1.9 |
46-50 1.9 | 46-50 | 1.9 |
51-55 3.6 | 51-55 | 3.6 |
61-65 2.4 | 61-65 | 2.4 |
66+ 2.1 | 66+ | 2.1 |
O'Charley's ROI Score by Usage
O'Charley's's ROI score was rated the highest by customers who have used O'Charley's's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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O'Charley's ROI Score by Industry
O'Charley's's ROI score was rated the highest by Education industry customers, and the lowest by Consumer Services industry customers.
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O'Charley's Pricing vs. Competitors
Compared to its competitors, O'Charley's's ROI score is rated right below Logan's Roadhouse.
| COMPANY | Pricing Score | |
|---|---|---|
| Texas Roadhouse | 3.7/5 |
| Applebee's | 2.8/5 |
| Logan's Roadhouse | 2.7/5 |
| O'Charley's | 2.5/5 |
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O'Charley's Customer Satisfaction (CSAT)
O'Charley's Customer Satisfaction (CSAT) Score
41 / 100
O'Charley's has an overall Customer Satisfaction score of 41 rated by its users and customers.
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Very Satisfied
29%
Satisfied
12%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
10%
Very Dissatisfied
41%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into O'Charley's Customer Satisfaction
O'Charley's's Customer Satisfaction score was rated highest by customers from the Accounting industry, and rated lowest by customers from the Tech industry.
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Ranked O'Charley's Customer Satisfaction the Highest
Ranked O'Charley's Customer Satisfaction the Lowest
O'Charley's Customer Satisfaction Score by Gender
Male customers rated O'Charley's's Customer Satisfaction score 19 points higher than Female customers.
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45 / 100
MaleVery Satisfied | 45% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 9% | |
Dissatisfied | 9% | |
Very Dissatisfied | 37% |
26 / 100
FemaleVery Satisfied | 21% | |
|---|---|---|
Satisfied | 5% | |
Neither Satisfied nor Dissatisfied | 11% | |
Dissatisfied | 16% | |
Very Dissatisfied | 47% |
O'Charley's Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
O'Charley's' Customer Satisfaction (CSAT) score was rated 35% according to Caucasian users and customers.
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35 / 100
Very Satisfied
30%
Satisfied
5%
Neither Satisfied nor Dissatisfied
15%
Dissatisfied
15%
Very Dissatisfied
35%
CSAT according to African American/Black
O'Charley's' Customer Satisfaction (CSAT) score was rated 0% according to African American/Black users and customers.
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0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
100%
O'Charley's Customer Satisfaction Score by Age
O'Charley's's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 50% | |||||||||||||||
| 46-50 | 33% | |||||||||||||||
| 51-55 | 50% | |||||||||||||||
| 61-65 | 40% | |||||||||||||||
| 66+ | 20% |
O'Charley's Customer Satisfaction Score by Usage
O'Charley's's Customer Satisfaction score was rated the highest by customers who have used O'Charley's's products/services for 5 to 10 Years, and the lowest by customers with 2 to 5 Years of usage.
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O'Charley's Customer Satisfaction Score by Industry
O'Charley's's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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}O'Charley's Customer Satisfaction vs. Competitors
Compared to its competitors, O'Charley's's Customer Satisfaction score is rated right above Logan's Roadhouse, and is preceded by Applebee's.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Texas Roadhouse | 70% |
| Applebee's | 51% |
| O'Charley's | 41% |
| Logan's Roadhouse | 38% |
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O'Charley's Customer Service
2.7/5
O'Charley's has an overall Customer Service score of 2.7 out of 5 stars rated by its users and customers.
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About O'Charley's's Customer Service
Address
Nashville, TN 37204
Website
http://www.ocharleys.com/
Quick Insights into O'Charley's Customer Service
O'Charley's's Customer Service score was rated highest by customers from the Accounting industry, and rated lowest by African American/Black customers.
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Ranked O'Charley's Customer Service the Highest
Ranked O'Charley's Customer Service the Lowest
O'Charley's Customer Service Score by Gender
Male customers rated O'Charley's's Customer Service score 0.9 stars higher than Female customers.
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Male
3.2/5
Female
2.3/5
O'Charley's Customer Service Score by Ethnicity
O'Charley's's Customer Service score was rated the highest by Caucasian customers, and the lowest by African American/Black customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.8 | Caucasian | 2.8 |
African American/Black 1.5 | African American/Black | 1.5 |
O'Charley's Customer Service Score by Age
O'Charley's's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 46-50.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.7 | 18-25 | 3.7 |
46-50 2.1 | 46-50 | 2.1 |
51-55 3 | 51-55 | 3 |
61-65 2.8 | 61-65 | 2.8 |
66+ 2.7 | 66+ | 2.7 |
O'Charley's Customer Service Score by Usage
O'Charley's's Customer Service score was rated the highest by customers who have used O'Charley's's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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O'Charley's Customer Service Score by Industry
O'Charley's's Customer Service score was rated the highest by Accounting industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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O'Charley's Customer Service vs. Competitors
Compared to its competitors, O'Charley's's Customer Service score is rated right above Logan's Roadhouse, and is preceded by Applebee's.
| COMPANY | Customer Service Score | |
|---|---|---|
| Texas Roadhouse | 3.8/5 |
| Applebee's | 2.8/5 |
| O'Charley's | 2.7/5 |
| Logan's Roadhouse | 2.4/5 |
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O'Charley's as an Employer
2.3/5
O'Charley's has a 2.3/5 stars for its overall company culture rated by their employees
bottom
10%
Consumer vs. Employees
O'Charley's scored a -31 for Net Promoter Score and a -55 for Employee Net Promoter Score. NPS gauges how likely a customer of O'Charley's would recommend the brand to a friend. ENPS measures how likely O'Charley's employees would recommend working at O'Charley's to a friend.
Net Promoter Score
-31
NPS Score
| 30% | Promoters |
|---|---|
| 9% | Passive |
| 61% | Detractors |
Employee Net Promoter Score
-55
eNPS Score
| 17% | Promoters |
|---|---|
| 11% | Passive |
| 72% | Detractors |
