Customer overall experience

What is customer overall experience?

Customer experience is the interaction between the customer and an organisation over the
duration of their relationship. A good customer experience means that the individual's
experience during all points of contact matches the individual's expectations.

Why it is important?
It is important because it create a clear customer vision. Understand who your customer is.
Create an emotional connection with your customer. Capture customer feedback in real time.
Use a quality framework for development of the organisation. Act upon regular employee
feedback.
So, I and my group went to the Benshot café for the research and now I am there to discuss
the overall customer experience the restaurant.

SERVICE
It is basically a restaurant cum café. Which serves café continental and
Italian. As we entered the restaurant the host named Palash greeted and
welcomed us with a smile and escort us to our respective table and he
left. Within 30 seconds the server whose name is Ashmit met us greeted
us and pour the water and presented us the menu and detailed us about
the bestselling dish of the restaurant, and responsibly described the
menu which we asked him. And we ordered our food. He took the order
correctly. The dish came in proper time and exactly by sequence. His
body language was friendly and caring. He took care of our small small
things. In one word we can say that the service of Benshot café was
excellent.

AMBIENCE
The ambience of Benshot café is quite interesting. It has both seating
options as outdoor and indoor. It is basically café, so the light is not so
loud, and not even dim. Proper adequate lighting is there. As we enter
the café it catches the attraction of a wall decor of metal bike. As we went
at the time of world cup there was Indian flag hanging all over the
ceiling. There are basically long tables for groups and the chairs are in
form of sofa.
MENU
The menu of the café is quite interesting. Their menu starts from
breakfast. Even it has all day breakfast menu. It has choices soups and
salads. The menu is at proper sequence. All the food had one liner
description. And proper specification of veg and nonveg is mentioned.
They also offered combo of some dishes which comprises of everything
starting from mocktails ends with desserts.

HYGINE
The hygiene of the restaurant is well maintained. The chairs and table
were neat and clean. The glasses, cutlery, crockery was very clean. And
they also maintained proper hygiene in terms of food.

LOCATION and SECURITY

The Benshot café is located at C16, Baisnhabghata Patuli township,
Ashutoshpally, Garia, Kolkata.
The security of the restaurant is quite tight. They have cctv camera at
every corner so the guest can enjoy freely.

PAYMENT
The check was presented by the server. And they accept debit cards
credit cards and mobile wallets and also by cash. And the changes were
returned to the guest very quickly.
At last everything was done very properly. The service was excellent by
the server and the staff were very friendly. So lastly the server smiled and
thanked us while leaving.