What is Customer experience for restaurants?
Customer experience is the total perception a diner has of their interaction with the restaurant. It includes reservation, arrival, service, food, payment, and follow-up. A good experience generates repeat visits, positive reviews, and recommendations.
Why it matters for restaurants
- Differentiate from competitors beyond price and product
- Generate positive reviews and spontaneous recommendations
- Increase visit frequency and average ticket
Example applied to a restaurant
A chef's table restaurant in Lima measured satisfaction only with online reviews (4.2 stars). They implemented a post-visit WhatsApp survey asking about 3 specific aspects. They discovered 34% complained about wait time. They adjusted the process and their rating rose to 4.5 in 8 weeks.
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