My Restaurant Customer Journey – And How I’d Improve It

 Title: A Dinner to Remember: Mapping My Restaurant Experience for Better Service

Introduction

Customer journey mapping is often used in retail, travel, and digital services, but it can be just as powerful in hospitality. By breaking down each stage of my dining experience into touchpoints, I can see exactly where my emotions peaked, where they dipped, and what could have been done differently. Here’s my recent visit to “The Tea Club” — a casual dining spot in the city — mapped from a customer’s perspective.

My Customer Journey Map

StageTouchpointActionEmotion (1-10 scale)Reason for Emotion
1. Pre-VisitWebsite & BookingBooked via website (simple form, instant confirmation)😊 9Quick, mobile-friendly, no glitches
2. ArrivalGreeting & SeatingHost greeted but took 5 mins to find our reservation😐 6Felt slightly ignored while waiting
3. First ImpressionsAmbienceSoft lighting, warm décor, light jazz😊 8Inviting atmosphere set a positive tone
4. OrderingMenu & Server InteractionServer friendly but didn’t mention specials🙂 7Pleasant service but missed upsell opportunity
5. Waiting for FoodService Speed25 min wait for mains without updates😕 5Uncertainty reduced excitement
6. DiningFood QualityPerfectly cooked salmon, fresh salad😋 9Flavour exceeded expectations
7. Dessert DecisionDessert MenuTempting options, but server didn’t recommend🙂 7Chose randomly, could’ve been guided
8. PaymentBill & CheckoutCard machine issues, 3 attempts😑 5Frustrating end to an otherwise nice meal
9. Post-VisitFollow-UpNo feedback request or thank-you email😐 6Missed engagement opportunity

Emotional Flow Diagram

(Scaled from 1 = very negative to 10 = very positive)

markdown


Pre-Visit   Arrival   Ordering   Waiting   Dining   Dessert   Payment   Post-Visit
    9  →     6   →     7   →      5   →      9   →     7   →     5   →     6

Visual note: My emotions had two peaks (booking and dining) and two dips (waiting and payment).

Manager’s Perspective – What I’d Improve

1. Arrival Experience

  • Problem: Guests waited while staff searched for reservations.

  • Improvement: Use a digital reservation system synced to tablets so hosts can check in guests instantly.

2. Order Taking & Specials

  • Problem: Specials weren’t mentioned, missing upsell opportunities.

  • Improvement: Train servers to highlight two signature dishes and one high-margin drink/dessert every time.

3. Waiting Period Communication

  • Problem: Long wait without updates caused emotional dip.

  • Improvement: If mains exceed 15 minutes, servers should give an update and offer complimentary bread or snacks.

4. Payment Process

  • Problem: Card machine failure created frustration.

  • Improvement: Maintain two backup machines and encourage contactless payment options.

5. Post-Visit Engagement

  • Problem: No follow-up meant lost opportunity for loyalty building.

  • Improvement: Implement an email “thank you” with a 10% voucher for next visit and a short feedback survey.

Reflection

Mapping my own restaurant experience showed me that delightful moments don’t always cancel out the negatives — especially when the last impression is poor. From a marketing perspective, the post-visit phase is critical; it can convert a one-time diner into a repeat customer. Emotion tracking made it clear that even minor delays or technical hiccups can outweigh great food in the customer’s memory.

In the end, the customer journey map isn’t just a diagram — it’s a storytelling tool for improvement. Every stage is an opportunity to shift emotions upward, and when we consistently end the journey on a high, we’re much more likely to create loyalty.

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