A restaurant offers customers the opportunity to book a table online. Which TWO actions should the analyst take to improve the process based on feedback regarding lack of confirmation and refund?

To improve the booking process based on customer feedback regarding the lack of confirmation and the issue of refunds, it is essential to address components that directly enhance customer service and satisfaction.

The option that focuses on updating the process map to include a business process named "cancel booking" is important because it directly relates to providing customers with clarity and options regarding their reservations. By having a structured cancellation process, customers understand what steps to take should they need to cancel, which can positively influence their perception of the restaurant's service. It ensures that customers feel supported through clear procedures, addressing the lack of communication that might have led to confusion or dissatisfaction.

In addition, incorporating a cancellation process contributes to effective management of bookings, allowing the restaurant to reroute resources and optimize revenue from potentially vacant tables. Establishing straightforward protocols for cancellations can help in improving customer relations and may also ease the process for issuing refunds, ensuring that customers feel valued even when they need to cancel.

While options that involve confirmations and deposit refunds are certainly relevant, simply issuing confirmations or refunds without a structured cancellation process may not fully resolve the issues raised by customers. A well-defined "cancel booking" process facilitates all the related actions seamlessly, addressing the core of the customer concerns.