Professional Documents
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Mcdonald'S
Mcdonald'S
Mcdonald'S
The Global Fast Food Restaurants industry has managed to grow over the
past five years despite being battered by a weakened global economy and
society's increasing awareness of the health risks associated with a diet
high in fat, salt and sugar.
[PERCENTAGE]
MALE
52%
FEMALE
AGE GROUP OF RESPONDENTS
2%
10 to 20 8%
21-30
18%
31-40
Above 40 72%
DOES MCDONALD’S COLLECT INFORMATION
ABOUT YOUR TASTES AND PREFERENCES ?
35%
YES
65%
NO
How often does McDonald’s informs you about its
new product & services through mail and other
sources ?
17%
WEEKLY 30%
MONTHLY
NEVER
53%
How much are you satisfied with the counter ordering &
delivery system in McDonald’s on scale of 1 to 10 ?
16
14 14
12
10
8 8 8
6 6
4
3
2
1
0 0 0 0 0
1 2 3 4 5 6 7 8 9 10
ARE YOU SATISFIED WITH THE NEW PRODUCTS AND
INFORMATION AVAILABLE ABOUT PRODUCTS.
4%
EXCELENT
GOOD
49%
SATISFACTORY
47%
HOW WELL IS MCDONALD’S STORE LAYOUT DESIGNED
AND OTHER EQUIPMENT'S PLACED ?
13%
26%
EXCELENT
GOOD
SATISFACTORY
61%
How is the service delivery in terms of
consistency
7%
EXCELENT 28%
GOOD
SATISFACTORY
65%
HOW MCDONALD’S EMPLOYEES GREETS YOU
DURING THE TIME OF SERVICE DELIVERY?
2%
8%
WITH SMILE
WITH HAND
SHAKE
90%
WITH AN CLUMSY
LOOK
How Do You Rate Service Delivery During Peak
Hours On Scale Of 1 To 10?
12
10
10
9 9
8 8
8
6
6
2
2
0 0 0
0
1 2 3 4 5 6 7 8 9 10
How effective is the promotional ads of McDonald’s in
conveying information about its products?
INFORMATIVE
47%
NEEDS 53%
IMPROVEMENT
How do you feel regarding prices of McDonald's
products?
0%
15%
HIGH PRICED
MEDIUM
LOW
85%
Do You Think You Are Delivered A Quality
Product For The Prices Charged?
TO GREATER
EXTENT
25%
TO SMALL
EXTENT
75%
Does McDonald’s provides what was promised
to you ?
8%
yes
no
92%
Gap Analysis Within
The Organisation
How Often Do Employees And Managers Interact
And Have Meetings Regarding Customer
Expectations
0%
Monthly
Weekly
Service Delivery Employees Or Contact Employees
Are They Given Preference To Share Their Views ?
Yes
25%
No
75%
How well does company plan to recover from
service failures?
0%
Yes No
100%
How effectively does the company
recruit, hire, train, compensate, and empower
employees on scale of 1 to 10 ?
10
9
8
7
6
5
9
4 8
3 6 6
2
1
0
1 2 3 4
Do customers fulfill their roles ?
0%
Yes We Do
100%
No We Dont
Does the company price in line with customer
perceptions of value?
0%
Yes
100%
No
FINDINGS
During the survey it was found that most of the customers where of aged
between 15 to 30 & the sex ratio was relatively equal.
Mc Donald's informed most of its customer on regular basis about its new
products and large group of customers where also happy with new
products offerings.
Large group of sample customers where happy with the Mc Donald's store
layout and its maintenance.
Contd..
The surprising factors which came out during survey was customers were
not happy with Mc Donald's promotional tools as they were less
informative but the good sign was the large group of customers were happy
with what was promised and delivered to them in ads.
Most of the customers said that the pricing was in medium range and 50%
of customers felt they weren’t delivered a quality products for prices
charged.
FINDINGS
Employees also responded that they wont do over promising and over
selling and they also price with customers perception in line
Suggestions
Company should focus on pricing issues with certain products, also increase
Contd..