Assessing Customer Experience in Digital Catering Services: Specifics of the Dark Kitchen Format

The article examines the features of customer experience assessment in digital food service platforms, taking into account the specifics of the Dark Kitchen format. The digital transformation of the industry and the growth of online ordering are reshaping the customer journey and increasing the importance of analyzing digital interactions with consumers. Based on an analysis of academic and industry sources, a comparative analysis of customer experience metrics—Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) — is conducted. The advantages and limitations of applying these metrics in the context of digital food service platforms and the Dark Kitchen format are identified. The relevance of a comprehensive approach to customer experience assessment considering industry-specific characteristics is substantiated.