The Happy Customer Index leverages proprietary data from Merchant Centric to understand which brands are checking all of the customer satisfaction boxes — from timeliness to cleanliness, and from price/value to loyalty. This data is pulled from millions of ratings, reviews and comments across sites such as Google, TripAdvisor and others.
For our index, we have taken a deeper look at three key themes — food, price/value and loyalty/referral — to determine the strongest fast casual brands related to these themes. Merchant Centric calls this measure a brand’s Theme Performance Score (TPS). If the TPS for a brand on a theme is higher than one, it indicates that guests mention the brand positively more often than negatively; for instance, a score of 3.5 indicates that guests mentioned that theme positively 3.5 times more than it was mentioned negatively. Conversely, a score of 0.5 indicates the theme is mentioned positively half as much as it is negatively.
