Customer journey
How the customer experiences it (/100): A Closensia estimate, not a survey or an NPS: it is how your customer experiences that moment of the night. A high value does not mean there is no leak; it means you cannot see it.
01 · Choose. Reading what others say about you
How the customer experiences it: 58/100. They have a craving and everything seems possible. The friction here isn’t theirs, it’s yours: they’re choosing you based on what others wrote.
What your customer does
- ×2 TikTok over Google Maps. It’s the first food search engine for 56% of young people; Google Maps, for 28%.
- 62% rule out a restaurant because of a bad review. Before booking. Because of price, only 24%.
Revenue leak
They choose you for what others wrote
They discover you in one place and choose you in another: 59% decide based on opinions, and the country’s average rating is 4.24. And it’s decided in minutes, on whatever others have written about you.
Closensia in action
- Centralised reputation. All your reviews in one inbox, translated and sorted by criticality, not by date. Tuesday’s two-star review doesn’t go unanswered.
- Your listing, the front door. The WhatsApp button on your Google listing opens the conversation with your Assistant: whoever is reading about you can message you right there.
02 · Book. Deciding today, for today
How the customer experiences it: 26/100. The lowest point. They wanted your terrace and write when nobody can answer: every minute without a reply is a table going to the place next door.
What your customer does
- 75% book the same day in summer. Most with less than an hour’s notice.
- 4.6 customers per table by phone. Against an average of 3.24: groups want to talk to someone.
Revenue leak
They write in the middle of the rush
At ten past eight your whole team is serving. If nobody replies within minutes, there’s no contact left to win back: there’s a table at the place next door. And a group of eight doesn’t get a template reply.
See the leak in detail: Table for eight, in German
Closensia in action
- Smart Pre-Sales Assistant. It replies on WhatsApp, in their language, using only what the restaurant has loaded, and leaves the pre-booking ready for the maître d’ to confirm in one click.
- Knowing when to stay quiet. A large group or an event doesn’t get a template reply: it’s flagged as critical and alerts the maître d’.
- The handover keeps the thread and the language. When your team steps in, the customer stays in their own language and doesn’t notice the switch.
03 · Table. All is well. Or so you think
How the customer experiences it: 84/100. The highest point… on the surface. They’re comfortable, and whatever bothers them they don’t tell you: “very well, thank you”. They’ll tell it afterwards, in public.
What your customer does
- 56% almost never complain about a bad experience. They quietly go to the competition.
- 75.8% of young people don’t come back after bad service. What drives them away isn’t forgetfulness: it’s something that happened at the table.
Revenue leak
“Very well, thank you”… and the main arrived cold
A complaint that doesn’t reach the floor while she’s still seated can no longer be put right. And with a full dining room, “how is everything?” gets asked in passing and answered out of politeness.
See the leak in detail: The main has arrived cold
Closensia in action
- Feedback Capture QR. A private channel from the table, with nothing to download. If something goes wrong, they tell it with a voice note, in their own language.
- Action Board, before coffee. The alert reaches the maître d’ with the table and what happened: it’s put right while she’s still seated.
- Satisfaction captured where it happens. Review tools work with what’s already been published. Here, her opinion arrives while she’s still seated, when there’s still time to put it right.
04 · After. What they write tonight, someone else reads tomorrow
How the customer experiences it: 35/100. They leave and the night cools. Whatever they write will be read by the next person who looks you up; and if they don’t come back, you’ll never know why.
What your customer does
- 83% write the review if asked. What’s missing is asking at the right time: 75% of waiting staff feel uncomfortable doing it.
- 72% of restaurants don’t reach a 50% repeat rate. More than half of their customers don’t come back.
Revenue leak
The review arrives when it can no longer be put right
What they didn’t say at the table they write on the balcony, and the next person who looks you up will read it. And whoever leaves happy doesn’t write one if nobody asks.
See the leak in detail: The ten-to-midnight review
Closensia in action
- You reply here and it’s published there. Three drafts in the tone of your house, in their language. If it’s one or two stars, a Red Alert goes to the manager’s phone in under five minutes.
- The good review, in one tap. For whoever leaves happy, the QR hands over the link to your Google listing while the moment is warm, without the waiter having to ask.
- This is where Closensia ends. We don’t have a loyalty system: recognising the regular and inviting them back is a job for your booking system. Ours ends at the review: that it tells what really happened and that it gets answered in time.
