My bachelor paper included a section of recommendations to the restaurant management. Statistical overview on positive and negative experiences of five categories (P) number of participants (T) number of touchpoints (A) average satisfaction rate The categories food, ambience and service stuck out with the most positive touchpoints. The result of my study showed that customers have a positive experience in the restaurant: Over 80% of the total touchpoints were related to positive aspects. I took a closer look at every emotional stage ranging from very negative to very positive. In order to answer my research question, I did an analysis of the emotional values of all the touchpoints I had collected. Comments and attached pictures by the participants helped me to get a better understanding exactly what they were referring to. I applied filters and created tags to sort and group the touchpoints. I created different perspectives on the ExperienceFellow web application to analyze the different aspects of my project and answer my research question. In total 50 guests joined the project and I collected 196 touchpoints. These touchpoint reports included satisfaction scores, descriptions, photos and videos. The first thing participants needed to do was complete a little survey to create their profile – only gender, age group and their email address – to keep it short and simple for the attendees.Īfterwards, they could start reporting their experiences whenever a specific moment stuck out for them. I also provided an iPad, where the application was preinstalled, as some guests did not want to download the app to their own devices. I showed them the flyer and gave some extra explanation, if necessary. Additionally, I personally approached the guests in the restaurant and asked them if they wanted to participate. I included a raffle to make it more attractive for the restaurant guests to participate. To invite participants to the study, I designed a flyer – which also provided some guidance and explanation for the participants – and put it on every table of the restaurant. I decided to choose this as my research method and implemented the mobile ethnography app ExperienceFellow.
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