CX REVIEW SERIES
Been & Seen
A CX review series where I visit real businesses and break down what their customer experience actually feels like, from the front door to the follow-up and from dine-in to delivery.
Tôi Đã Ghé · Đã Thấy
RATING CRITERIA
✅ OverExpectation
An experience that goes far beyond the standard, something customers never expected but received, and will always remember.
🟡 Meet Expectation
Meeting industry standards, fine and adequate, but nothing surprising.
🔴 UnderExpectation
Falling short of basic expectations — there are clear areas needing improvement
DINE IN
What it's like to walk in as a real customer, service, atmosphere, staff attentiveness, and the small moments that shape whether you'd come back.
The In-Person Experience
DELIVERY
The same brand, tested through app ordering, packaging, delivery time, and unboxing — because CX doesn't stop at the front door anymore.
The Delivery Experience
What are the Performance Metrics ?
Each episode of Been & Seen is scored based on a fixed set of criteria, depending on whether it's a dine-in or delivery experience, ensuring consistent comparisons across episodes.
01 · First Impressions
The initial feeling upon entering, the atmosphere, the greeting, and the overall brand image.
02 · Convenience
The ease of the entire process — reservations, ordering, payment, and wait times.
03 · Barriers to Return
Factors that might make customers hesitate to come back, pricing, location, parking, or an underwhelming experience.
04 · Memorability
What lingers after leaving, the standout details that make the experience unique and worth sharing.
01 · First Impressions
The initial feeling when the order arrives, packaging, exterior appearance, and overall presentation.
02 · Convenience
The in-app ordering experience, interface, order processing time, and ease of use.
03 · The Delivery Driver
The attitude and delivery manner of the courier.
04 · Unboxing
The unboxing experience, product integrity (keeping intact), presentation, temperature, and packing quality.
05 · Memorability
What makes this order stick in the mind, for better or worse, compared to other deliveries.
