Customer experience research conducted through mobile or digital applications to evaluate digital journeys and user interactions.
Third-party delivery platforms such as DoorDash and Uber Eats help restaurants expand convenience for existing guests while also reaching new customers through mobile ordering and delivery options. As third-party delivery becomes a larger part of restaurant operations, measuring the delivery experience is just as important as evaluating dine-in, drive-thru, or takeout service. For restaurants starting…
Every digital touchpoint—such as a website, app, chatbot, kiosk, or delivery platform—is an extension of customer service. Even without face-to-face contact, these interactions profoundly shape how customers perceive the brand. Each interaction carries the possibility of delight or frustration. Automation Should Empower, Not Replace Customer experience expert Shep Hyken, in his Forbes article “Outdated Technology…