Presentation on customer satisfaction towards Mc'D

8/18/2019 Presentation on customer satisfaction towards Mc'D.

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McDONALD AND

COUSTOMER’S SATISFACTION


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PRESEN TED B Y:

BY: RAHUL NEGIDEPT: BBA 3RD SEMROLL NO.: 04719201713


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About the company.

Timeline.

Core values behind success.

Techniques used by McDonald's.

Even dissatisfied McDonald's customers are likely to return

CRM.

hy do people like McDonald's !

Research methodolo"y.

#imitations $ advanta"es.

%u""estions.

CONTENTS:


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• McDonald's is the world's leading food service retailer with more than 33,000 restaurants serving more than 67 million customers each day

• !wnershi" and management

– #orthern $ndia% &iram (ashi' s com"any )onnaught *la+a estaurants

– -estern $ndia% .mit /atia that is ard castle estaurants

•McDonald's worldwide is well nown for the high degree of res"ect for the local culture oo"erates in

• $n line with this res"ect for local culture, $ndia is the first country in the world where McDoffer any eef or "or items

COMPANY OVERVIEW:


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CONT’D

• McDonald's has develo"ed a menu es"ecially for $ndia with vegetarian selections to "alate, and has also re%engineered its o"erations to address the s"ecial reuirements

• "ecial care is taen to ensure that all vegetale "roducts are "re"ared se"arately, useui"ment and utensils 4his se"aration of vegetarian and non%vegetarian food "rodumaintained throughout the various stages of "rocurement, cooing and serving

• o much so that the mayonnaise and soft serves are also 100 vegetarian, and McDonly vegetale oil as a cooing medium in $ndia

• stalished a enchmar in the sector of uic service restaurant

• .warded many awards lie the Most es"ected )om"any for four successive year


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O!"ECTIVE OF MCDONALDS

To be the &orlds best quick service restaurant e(perience. McDonalds is committed to maintainin" and developin" th

food products in the quick service restaurant market.

)n order to deliver this* the company has made a number of

commitments to food safety and nutrition.

#ead the +uick %ervice Restaurant market by a pro"ram of

development and profitable restaurant openin"s* and by attr

ne& customers. )ncreasin" sales throu"h promotions &ill ena

to continue their pro"ram of e(pansion.


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In 1937 Patrick McDonald’s (father of Mac and rick) had a hot dog cottage called “airdrome

In 19!" the restaurant #as renamed as McDonald’s $amous %ar&e'ue

In 19! McDonald’s &rothers met ra *roc

19+" McDonald’s ad,ertising cam-aign “look for the golden arches” ga,e McDonald’s sale

In19+ McDonald’s cor-oration #ent -u&lic

In 19+. McDonald’s o-en its 1"""th restaurant

197! McDonald’s started their &usiness in 0* and e# 2ealand

In 19." McDonald’s #as facing ,er &ig com-etition from its ri,al %urger *ing and end &

McDonald’s #ith its inno,ation #as e4-eriencing &oost in its sales

In earl and mid5nineties McDonald’s #as ha,ing declined in their sales and as a result the

im-ro,ing their &usiness6 aste #as im-ro,ed and some ne# menu items #ere introduced

McDonald’s introduced 8rst *osher McDonald’s in erusalem and :alal McDonald’s in India

199+ res-ecti,el)

McDonald’s start creating health image and in,ested hea,il on refur&ishment in ;"""’s

oda McDonald’s has more than 33""" outlets and is o-erating in 1; countries It is the

&rand in fast food

TIMELINE:


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SUCCESS OF ANY ORGANI#ATION DEPEND UPITS CORE !USINESS VALUES:

KEY TO

SUCCESS

THE SYSTEM

LIKABILITY

AND

FAMILIARITY

THE MENUCONSISTENCY

CONVENIENCE


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TECHNI$UES USED !Y MCDONALDS:

C,%T-MER #-A#T /R-0RAM 1AT)-1A# 2REA34A%T DA /R-M-

C,%T-MER% RE#AT)-1 MA1A0EME1T

%/EC)A# %ER)5E% T- T6E C,%T-MER%


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!%&%'() *+ CUSTOMER LOYALTY PROGRA


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Loyalty Programs:McDonald's SmileLoyalty card


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N,(-*&,. !/%,+,)( D, /**:

During the promotion period, eery c!stomer "#oisits any Brea$%ast Store d!ring Brea$%ast #o!rss#all &e eligi&le to get a %ree eg. McM!(n or Egg

and )#eese McM!(n.

McDonald’s will be celebrating the biggest breakfastactivation by serving more than 315, McMu!nsandwiches to customers all over the country. "n March1#, $1%, starting at &' (M, all participatingMcDonald’s breakfast stores nationwide are )oining the

celebration to say *t#an$ yo!+ to its c!stomers"#o start t#eir day at McDonald,s.

*ach participating McDonald’s breakfast store will begiving away %ree McM!(ns to t#e -rst /000c!stomers at a -rst1come1-rst1sere &asis + that’sover 315, hot and fresh McMu!ns to be given awaynationwide via Dine-n, ake"ut, and Drivehru.


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McDonald,s 2oc!ses on)!stomers "it#


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SPECIAL SERVICES TO THCUSTOMERS

•

4ree )4).• %eparate play area for children.

• 4ree home delivery.

• 5arious offers on meals.

•%pecial seatin" arran"ements for family and friends.

• %pecial leanin" tables for customers.

• 5ariation in menu.


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E%& D-)),(-)'%5 McD*&,.56) C)(*%/L-%. T* R%(/&

he survey, conducted by market research company )ons!mer Edge 4nsigthat though only $$ percent of McDonald/s customers said that they were 0e

satis2ed0 by their last visit to the fast food eatery by far the 0lo"est scores!rey4, according to the onsumerist6, McDonald/s still en)oyed one of the0-ntent to 7isit (gain0 scores, with &% percent of visitors saying that they areli$ely0 to visit again.

48or 9uickservice restaurant patrons the most im3ortant %actors t#at dra brand are good al!e and conenience, with low prices and 9uickserviimportant as well,: he said. 4McDonald’s has a clear image lead on all of the


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)!stomer Relations#i3Management


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WHY DO PEOPLE LI8E MCDONALD6S HOW DOES MCDONALD6S ATTRACT THE CUST

@eople like McDonald/s because this food made, makes one think of childhood.

McDonald always invent new meals to have more clients. >o McD makes menus fruits, mineral water and products naturally available. McDonald/s try to adapt tocultures and to the local tastes and people en)oy that.

@eople like McDonald/s because it allows to spend goodtime with family and to make good memories.

hey also created McafA. here we can have breakfastor we can make a break and eat or drink something.-ndeed they have a variety of 9uality co?ees and re2nedcakes and pastries

Moreover, Bi8i is free in the restaurants. -t attracts alsostudents, young people and people who travel.


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=?


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LIMITATIONS ADVANTAG LIMITATION :

Many constraints &ere involved in doin" this study. %ome of them are as follo&s<

Customers "enerally do not shoe interest to&ards the survey in the outlets.

Customers may "ive &ron" response for the question in hurry.

Customers do like bein" disturbed &hile en:oyin" their meal.

The sample si;e is too small as compared to lar"e population.

The survey is done only in Delhi so the recommendation* findin" and conclusions are best suite

Delhi only.

ADVANTAGES:

6elps in improvin" customer services.

6elps in evaluatin" their position in the market.

/rovides valuable feedback.

6elps in improvin" products.


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>EE*>-"F> Some suggestions after te sur!e" are as fo##o$s:

McDonaldss is the first and popular choice amon" the )ndian customers but period it is takin" tou"h competition from 34C* Dominos and other fast food

To maintain its current position in the market it must take certain steps to avo

competition and cover mare market in comin" years.

McDonalds should also focus on the rural population also because >?@rd of th

population resides in the rural areas.

McDonalds should focus more on less e(pensive dishes for middle class "roupma:or consumer.

They should include some healthy meals for the youn" customers as recent stu

no& days children consume more fast food &hich is affectin" their health.

They should use more a""ressive promotion techniques to lure the customers.


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-f you wfor m

you’ll N

make ityou lovyou’re

and you3!t

c!stomsuccess

you


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8eedback and suggestion forms available at each outlet

"nline feedback forum

-nformation about upcoming products provided in we

"rder through website• >torage of all details like address, phone no, etc.

>pecial promotions during festivals as -ndians tend to speat such events.


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Presentation on customer satisfaction towards Mc'D