McDonald’s improves the customer experience by responding to customer feedback
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Ensure guests feel comfortable during their visit
Before reopening its doors after the onset of COVID-19, McDonald’s wanted to better understand evolved customer expectations and ensure guests felt comfortable during their visit. Their strategy provides a key example of how CX helps brands quickly respond to emergent trends and address changing customer expectations.
Download the Top Partnership Insight to learn how McDonald's:
- Leveraged text analytics to pinpoint customers' specific concerns
- Identified specific "hot spot" locations in greater need of improvement
- Drove a 6-ppt increase in Overall Satisfaction within a subgroup of concerned customers