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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 Logan's Roadhouse is 2nd. Overall, O'Charley's has a neutral social sentiment, when analyzing social media channels and online mentions.

Brand at a Glance

64%
Customer Loyalty
2.9/5
Product Quality
2.8/5
Pricing
2.9/5
Customer Service

O'Charley's Ranking

O'Charley's NPS

O'Charley's's Net Promoter Score (NPS) is a -23 with 35% Promoters, 7% Passives, and 58% 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

-23
NPS
35%Promoters
7%Passives
58%Detractors
O'Charley's Overall NPS

O'Charley's NPS Trend

-100
-50
0
50
100
Nov 2020
-17
Nov 2020-17
Feb 2021
-13
Feb 2021-13
Mar 2021
0
Mar 20210
Apr 2021
-10
Apr 2021-10
Sep 2021
-8
Sep 2021-8
Oct 2021
-7
Oct 2021-7
Nov 2021
-6
Nov 2021-6
Dec 2021
-15
Dec 2021-15
Feb 2022
-12
Feb 2022-12
Mar 2022
-14
Mar 2022-14
Apr 2022
-21
Apr 2022-21
May 2022
-23
May 2022-23

How Other Brands Compare

O'Charley's is ranked #4 for NPS among its competitors. Texas Roadhouse and Logan's Roadhouse come in first and second, with Applebee's coming in at third.

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O'Charley's' Logo
O'Charley's
Texas Roadhouse's Logo
Texas Roadhouse
Logan's Roadhouse's Logo
Logan's Roadhouse
Applebee's' Logo
Applebee's
Global Ranking#-#439#-#-
NPS-2338-7-15
Social Sentiment Calculated by analyzing social media and other online mentionsNeutralNeutralNeutralNeutral
Valuation Updated every 24 hours for public companies-$6.93B$4.87B$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

O'Charley's's NPS was rated 0 by both Female and Male customers on Comparably.

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Male

0

O'Charley's's NPS was rated by Male customers on Comparably.

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50%
Promoters
0%
Passives
50%
Detractors

Female

0

O'Charley's's NPS was rated by Female customers on Comparably.

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50%
Promoters
0%
Passives
50%
Detractors

O'Charley's NPS by Ethnicity

O'Charley's's NPS was rated -50 points by Caucasian customers on Comparably.

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-100
-50
0
50
100
Caucasian
-50
Caucasian-50

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 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.

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-100
-50
0
50
100
2 to 5 Years
-20
2 to 5 Years-20
Over 10 Years
-50
Over 10 Years-50

O'Charley's NPS vs. Competitors

Compared to its competitors, O'Charley's's NPS is rated right below Applebee's.

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O'Charley's Customer Reviews

Out of the 2 O'Charley's customer reviews 1 was positive and 1 was 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.

What can this brand most improve?
Ranch was watered down, fries were microwaved, and chicken was nearly inedible.
Review from Indianapolis, IN / Female / Caucasian / 18-25
What do you value most about this brand?
The breakfast was really great!
Review from Nashville, TN / Female / Other / 51-55

O'Charley's Customer Loyalty

64%

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.

64% of O'Charley's users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

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64
64%
36
36%
O'Charley's Customer Loyalty

O'Charley's Customer Loyalty Score by Gender

Female customers rated O'Charley's's Customer Loyalty score 23% higher than Male customers.

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Male
55%
Yes
Female
78%
Yes

O'Charley's Customer Loyalty Score by Ethnicity

O'Charley's's Customer Loyalty score was rated 55% by Caucasian customers on Comparably.

% who answered "Yes"

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55
out of 100
Caucasian

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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2 to 5 Years
46%
Over 10 Years
55%

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.

COMPANYCustomer Loyalty Score
Texas Roadhouse81%
Logan's Roadhouse81%
O'Charley's64%
Applebee's62%

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O'Charley's Product Quality

2.9/5

O'Charley's has an overall Product Quality score of 2.9 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 2.9 out of 5 as rated by its users and customers.

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 who have used O'Charley's's products/services for 2 to 5 Years, and rated lowest by customers who have used O'Charley's's products/services for Over 10 Years.

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Ranked O'Charley's Product Quality the Highest

2 to 5 Years
2.7
Female
2.7
Caucasian
1.9

Ranked O'Charley's Product Quality the Lowest

Male
2.6
Over 10 Years
1.6

O'Charley's Product Quality Score by Gender

Female customers rated O'Charley's's Product Quality score 0.1 stars higher than Male customers.

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Male

2.6/5

Female

2.7/5

O'Charley's Product Quality Score by Ethnicity

O'Charley's's Product Quality score was rated 1.9 stars by Caucasian customers on Comparably.

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0
1
2
3
4
5
Caucasian
1.9
Caucasian1.9

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 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.

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2 to 5 Years
2.7
Over 10 Years
1.6

O'Charley's Product Quality vs. Competitors

Compared to its competitors, O'Charley's's Product Quality score is rated right below Logan's Roadhouse.

COMPANYProduct Quality Score
Texas Roadhouse3.9/5
Applebee's3.2/5
Logan's Roadhouse2.9/5
O'Charley's2.9/5

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O'Charley's Pricing

O'Charley's ROI & Value For Money

2.8/5

O'Charley's has a value for money and ROI score of 2.8 out of 5 stars rated by its users and customers.

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Quick Insights into O'Charley's ROI

O'Charley's's ROI score was rated highest by Male customers, and rated lowest by customers who have used O'Charley's's products/services for Over 10 Years.

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Ranked O'Charley's ROI the Highest

Male
2.6
2 to 5 Years
2
Caucasian
1.6

Ranked O'Charley's ROI the Lowest

Female
2.5
Over 10 Years
2

O'Charley's ROI Score by Gender

Male customers rated O'Charley's's ROI score 0.1 stars higher than Female customers.

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Male

2.6/5

Female

2.5/5

O'Charley's ROI Score by Ethnicity

O'Charley's's ROI score was rated 1.6 stars by Caucasian customers on Comparably.

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0
1
2
3
4
5
Caucasian
1.6
Caucasian1.6

O'Charley's ROI Score by Usage

O'Charley's's ROI score was rated 2 stars by customers who have used O'Charley's's products/services for 2 to 5 Years, and by customers with Over 10 Years of usage.

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2 to 5 Years
2
Over 10 Years
2

O'Charley's Pricing vs. Competitors

Compared to its competitors, O'Charley's's ROI score is rated right below Applebee's.

COMPANYPricing Score
Texas Roadhouse3.9/5
Logan's Roadhouse3.2/5
Applebee's3/5
O'Charley's2.8/5

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O'Charley's Customer Service

2.9/5

O'Charley's has an overall Customer Service score of 2.9 out of 5 stars rated by its users and customers.

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About O'Charley's's Customer Service

Address

3038 Sidco Dr., 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 Female customers, and rated lowest by customers who have used O'Charley's's products/services for Over 10 Years.

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Ranked O'Charley's Customer Service the Highest

Female
3.7
Caucasian
2.9
2 to 5 Years
2.6

Ranked O'Charley's Customer Service the Lowest

Male
2.9
Over 10 Years
2.6

O'Charley's Customer Service Score by Gender

Female customers rated O'Charley's's Customer Service score 0.8 stars higher than Male customers.

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Male

2.9/5

Female

3.7/5

O'Charley's Customer Service Score by Ethnicity

O'Charley's's Customer Service score was rated 2.9 stars by Caucasian customers on Comparably.

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0
1
2
3
4
5
Caucasian
2.9
Caucasian2.9

O'Charley's Customer Service Score by Usage

O'Charley's's Customer Service score was rated 2.6 stars by customers who have used O'Charley's's products/services for 2 to 5 Years, and by customers with Over 10 Years of usage.

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2 to 5 Years
2.6
Over 10 Years
2.6

O'Charley's Customer Service vs. Competitors

Compared to its competitors, O'Charley's's Customer Service score is rated right below Logan's Roadhouse.

COMPANYCustomer Service Score
Texas Roadhouse3.9/5
Applebee's3.2/5
Logan's Roadhouse2.9/5
O'Charley's2.9/5

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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

  O'Charley's CEO
bottom
5%
CEO of O'Charley's

In the Bottom 5% of Similar Sized Companies on Comparably.

Consumer vs. Employees

O'Charley's scored a -23 for Net Promoter Score and a -50 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

-23
NPS Score
35%Promoters
7%Passive
58%Detractors

Employee Net Promoter Score

-50
eNPS Score
19%Promoters
12%Passive
69%Detractors

Global Ranking Snapshot

RANKCOMPANYCEOINDUSTRY
1
Peloton  Peloton CEO
Barry McCarthy
Health and Wellness
2
Netflix  Netflix CEO
Ted Sarandos
Media and Entertainment
3
Costco  Costco CEO
W. Craig Jelinek
Retail
4
Chick-fil-A  Chick-fil-A CEO
Dan Cathy
Food and Beverages
5
Amazon  Amazon CEO
Andy Jassy
Retail
6
Apple  Apple CEO
Timothy Cook
Tech
7
Nike  Nike CEO
John Donahoe
Fashion and Beauty