2025年体验报告：最受客户欢迎的零售和餐饮品牌50强

TOP 50 T H E T O P R E TA I L & R E S TA U R A N T B R A N D S The ChangeUp Experience Reportis more than a ranking. It is a barometer of how well brands aremeeting rising expectations and a guidefor those ready to seize the competitiveadvantage that only great experiencescan deliver. And because this is the firstof an ongoing annual series, it offers a Experience has become the new EXPERIENCEMATTERSEXPERIENCE The past year has been one of reckoning forretail and restaurant brands. The pressureshave been clear: higher labor costs, volatiletariffs, and steady price increases. Consumersare feeling the weight of inflation and makingsharper choices about where, when, and For restaurants, the imbalance between risingcosts and customer price tolerance has beenespecially visible. Menu prices climbed fasterthan groceries, which meant every outingcarried more scrutiny. Families who oncetreated dining out as a casual option now askif the experience will be worth the cost. Many Retailers faced their own form of erosion. Thespread of BOPIS, curbside pickup, and third-party delivery gave shoppers convenience butstripped away much of the intimacy that oncebuilt brand loyalty. The store visit, once theheartbeat of discovery and human connection, Anthropologie added another dimension,turning shopping into an act of discovery,where inspiration and surprise are part of thevisit itself. These examples show that across Amid these shifts, one truth stands out.Experience has become the deciding factor.Customers are willing to pay more, waitlonger, or adjust habits if the encounterfeels worthwhile. They are less forgiving of Yet there have been bright spots. TexasRoadhouse and In-N-Out Burger have shownhow creating distinctive, retellable experiencescan make dining out feel special rather thanroutine. In retail, Costco and Trader Joe’scontinued to strengthen their value andpersonality-driven appeal, while HEB andPublix set the bar for grocery with a blend oftrust, local relevance, and everyday delight.Specialty retailers like Athleta and Ulta Beauty As the following Experience Report shows,success is no longer measured by what a brandsells, but by how it makes people feel in themoment of contact. In an environment defined DATA-DRIVEN 20BRANDS FOR RETAIL &RESTAURANTS The challenge facing every retailer andrestaurant today is how to compete not only onwhat you sell, but on the depth of connectionyour experience creates. Traditional metrics likesales, margins, or satisfaction scores tell onlypart of the story. They describe where a brand combines the human voice of a large-scaleconsumer survey with the unfiltered reality ofAI-powered sentiment analysis drawn fromreviews, conversations, and digital footprints.Together, these perspectives reveal not just Revenue reflects history.Resonance predicts the future. This inaugural report focuses on brands thathave physical experiences as key to theirbusiness. The results are a rigorous, holisticmeasure of resonance power—a tool that The ChangeUp Experience Reportis ouranswer to that challenge. As the strategy anddesign partner for many of the world’s largestand most successful retailers and restaurants,ChangeUp brings a unique vantage point Resonance is the spark that makes a customerexperience worth repeating. CONSUMERS DIMENSIONSEXPERIENCEOF Our approach to understanding experience iscategory agnostic. Customers do not separaterestaurants from retailers when it comes tohow they feel about a visit. A meal, a shoppingtrip, or a service stop are all processed in the of human choice. These are the factors thatmatter whether the brand serves meals, sells Customers also do not separate the literalvisit from brand appeal or perceived value.To them it is all one story in memory. The Reportbreaks that story into its core drivers andthen recombines them into a single measureof resonance, revealing which brands create That is why the Experience Report measuresdimensions that transcend what is sold and UnpromptedVisit Desire Memorability Novelty Advocacy What it measures:How wellthe visit sticks in memory.Why it matters:Memorable momentsfuel repeat behavior and natural What it measures:Whether customers thinkof you first without a specific need.Why it matters:Indicates true mentalavailability and instinctive pull that What it measures:Unsolicitedrecommendations, the “you have to try…”conversations.Why it matters:Proves emotional What it measures:Regular innovationand evolution customers can feel.Why it matters:Raises delight,prevents fatigue, and signals a brand Substitutability Relevance Staleness Return Intent What it measures:Unprompted desireto come back soon.Why it matters: Distinguishes genuine What it measures:Whether customerswould genuinely miss you if you What it measures:Active declinein appeal.Why it matters:Early warning thatequity is eroding even if short-term What it measures:How well you meetpractical needs in the moments that matter.Why it ma