CX Tracker: Visualizing Customer Experience Metrics in Restaurant Service Via a Mobile Application

In the increasingly competitive hospitality sector, the ability to rapidly synthesize customer experience data is critical for operational success; however, many service-oriented restaurants continue to rely on fragmented feedback mechanisms such as legacy paper forms and unaggregated online reviews. This research introduces CX Tracker, an Android-based mobile application designed to bridge this gap by visualizing real-time Customer Experience (CX) metrics. Utilizing the Modified Waterfall methodology, the system was engineered with a Flutter and Dart frontend and a Firebase backend to facilitate the instantaneous synchronization of data from customer-facing QR surveys to executive-level dashboards. The application focuses on the visualization of three core Key Performance Indicators (KPIs): Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS). User Acceptance Testing (UAT) was conducted with a cohort of 35 participants ($n_{customer}=28$; $n_{owner}=7$). Quantitative analysis revealed high usability and adoption rates, with customers reporting a mean score of 4.32 for QR-based entry and 4.25 for overall satisfaction. Critically, 85.7% of restaurant owners identified specific actionable business improvements via the dashboard's visual analytics. The findings demonstrate that a mobile-first, real-time visualization framework significantly enhances service recovery capabilities and facilitates data-driven managerial decisions in the restaurant service environment.

Customer Experience, Data Visualization, Restaurant Service, Customer Effort Score

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