Combining Service Measurement & Customer Responds

Culinary is one of the most competitive industries in Indonesia. High internet penetration has accelerated new restaurant and cafe trends, but not every business can survive the competition. Enhancing customer experience is critical to winning in this market. Consumers increasingly rely on third-party validation and real customer advocacy rather than advertising alone. Following up on customer feedback, whether positive or negative, helps deepen relationships and improve retention. Customer satisfaction is influenced by many touchpoints during a visit. By keeping an eye on the entire customer journey, brands can make sure the promise of a positive experience is actually delivered. Research to Improve Customer Experience By combining Customer Satisfaction Survey (CSS) and Mystery Shopping (MS), organizations can identify the gap between operation and customer perception. This approach helps reveal what is truly happening at the point of sale versus what customers believe is happening. The combined method is especially useful when a business wants to compare internal execution with customer-facing outcomes in a single decision framework. Instead of seeing service quality only from one angle, brands can understand where operational standards are slipping and where customer disappointment is strongest. Deka Insight has introduced a CSS x MS study approach along with a customized web-based dashboard and report portal to help businesses monitor service quality more effectively.