A prominent multinational casual dining restaurant in Dubai wanted to enhance customer experience from the moment a customer enters the restaurant until they pay the bills and leave
The aim is to retain customers and increase the frequency of repeated visits to the restaurant.
- We carried out multiple stages project through feedback research (IDIs and surveys) observations and experimentation to analyse the complete customer journey (inspire to visit, welcome, deliver, deepen/commitment and return)
- We analysed the internal perception of the client’s management versus staff versus customer experience and reality.
- Through the analysis we were able to find mismatches between the client’s view and what is happening and the customer dining experience in the restaurant.
- We detected which stages in the customer journey are critical and need attention and improvement.
A simple changes in the customer service inside the restaurant (like improvements in “payment of bills”) helped improve the customer experience and resulted in increasing the frequency of repeats by 12%.