Presentation On Customer Satisfaction Towards Mc'D.

McDONALD AND
COUSTOMERS SATISFACTION
PRESENTED BY:
BY: RAHUL NEGI

DEPT: BBA 3RD SEM
ROLL NO.: 04719201713
CONTENTS:
About the company.
Timeline.
Core values behind success.
Techniques used by McDonald's.
Even dissatisfied McDonald's customers are likely to return
CRM.
Why do people like McDonald's ?
Research methodology.
Limitations & advantages.
Suggestions.
COMPANY OVERVIEW:
McDonald's is the world's leading food service retailer with more than 33,000 restaurants in 125 countries
serving more than 67 million customers each day.
Ownership and management
Northern India- Vikram Bakshi' s company Connaught Plaza Restaurants
Western India- Amit Jatia that is Hard castle Restaurants
McDonald's worldwide is well known for the high degree of respect for the local culture of each market it
operates in.
In line with this respect for local culture, India is the first country in the world where McDonald's does not
offer any beef or pork items.
CONTD...
McDonald's has developed a menu especially for India with vegetarian selections to suit the Indian
palate, and has also re-engineered its operations to address the special requirements of vegetarians.
Special care is taken to ensure that all vegetable products are prepared separately, using dedicated
equipment and utensils. This separation of vegetarian and non-vegetarian food products is
maintained throughout the various stages of procurement, cooking and serving.
So much so that the mayonnaise and soft serves are also 100% vegetarian, and McDonald's uses
only vegetable oil as a cooking medium in India.
Established a benchmark in the sector of quick service restaurant.
Awarded many awards like the "Most Respected Company" for four successive years.
OBJECTIVE OF MCDONALDS
To be the worlds best quick service restaurant experience.
McDonalds is committed to maintaining and developing the best
food products in the quick service restaurant market.
In order to deliver this, the company has made a number of
commitments to food safety and nutrition.
Lead the Quick Service Restaurant market by a program of site
development and profitable restaurant openings, and by attracting
new customers. Increasing sales through promotions will enable them
to continue their program of expansion.
TIMELINE:
In 1937 Patrick McDonalds (father of Mac and rick) had a hot dog cottage called airdrome restaurant.
In 1940 the restaurant was renamed as McDonalds Famous Barbeque.
In 1954 McDonalds brothers met ray Kroc.
1960 McDonalds advertising campaign look for the golden arches gave McDonalds sale a big boost.
In1965 McDonalds corporation went public.
In 1968 McDonalds open its 1000 threstaurant.
1974 McDonalds started their business in UK and New Zealand.
In 1980 McDonalds was facing very big competitionfrom its rival Burger King and Wendy but
McDonalds with its innovation was experiencing boost in its sales.
In early and mid-nineties McDonalds was having declined in their sales and as a result they start
improving their business, Taste was improved and some new menu items were introduced.
McDonalds introduced first Kosher McDonalds in Jerusalem and Halal McDonalds in India (1995 and
1996 respectively).
McDonalds start creating healthy image and invested heavily on refurbishment in 2000s
Today McDonalds has more than 33000 outlets and is operating in 125 countries. It is the world leading
brand in fast food.
SUCCESS OF ANY ORGANIZATION DEPEND UPON

ITS CORE BUSINESS VALUES:
THE SYSTEM
LIKABILITY
AND
FAMILIARITY
CONVENIENCE
KEY TO
SUCCESS
CONSISTENCY
THE MENU
TECHNIQUES USED BY MCDONALDS:
CUSTOMER LOYALTY PROGRAM

NATIONAL BREAKFAST DAY PROMO
CUSTOMERS RELATION MANAGEMENT
SPECIAL SERIVES TO THE CUSTOMERS
Benefits of CUSTOMER LOYALTY PROGRAM:
Loyalty Programs:
McDonald's Smile
Loyalty card
National Breakfast Day promo:

During the promotion period, every customer who
visits any Breakfast Store during Breakfast hours
shall be eligible to get a free Veg. McMuffin or Egg
and Cheese McMuffin.
McDonalds will be celebrating the biggest breakfast
activation by serving more than 315,000 McMuffin
sandwiches to customers all over the country. On March
17, 2014, starting at 6:00 AM, all participating
McDonalds breakfast stores nationwide are joining the
celebration to say thank you to its customers
who start their day at McDonalds.
Each participating McDonalds breakfast store will be
giving away free McMuffins to the first 1,000
customers at a first-come-first-serve basis thats
over 315,000 hot and fresh McMuffins to be given away
nationwide via Dine-In, Take-Out, and Drive-Thru.
McDonalds Focuses on Attracting Local

Customers with Mobile App
SPECIAL SERVICES TO THE

CUSTOMERS
Free WIFI.
Separate play area for children.
Free home delivery.
Various offers on meals.
Special seating arrangements for family and friends.
Special leaning tables for customers.
Variation in menu.
Even Dissatisfied McDonald's Customers Are

Likely To Return
The survey, conducted by market research company Consumer Edge Insight, revealed
that though only 22 percent of McDonald's customers said that they were "extremely
satisfied" by their last visit to the fast food eatery (by far the "lowest score in the
survey, according to the Consumerist), McDonald's still enjoyed one of the highest
"Intent to Visit Again" scores, with 64 percent of visitors saying that they are "extremely
likely" to visit again.
McDonalds outlets are placed at convenient locations
So customers will put up with food that they can get it:
Easily, affordably and quickly,
-David Decker, president of Consumer Edge Insight.
For quick-service restaurant patrons the most important factors that drive loyalty to
a brand are good value and convenience, with low prices and quick-service being very
important as well, he said. McDonalds has a clear image lead on all of these factors
[Its] high repeat-purchase intention scores despite their lower satisfaction scores illustrates
the strength of their brand on the attributes that matter most to quick-service customers.
According to the survey, "great-tasting food is only the 8th most important factor in
driving [customer] loyalty" to fast food chains.
Customer Relationship
Management
WHY DO PEOPLE LIKE MCDONALD'S ?

HOW DOES MCDONALD'S ATTRACT THE CUSTOMERS?
People like McDonald's because this food made, makes one think of childhood.
McDonald always invent new meals to have more clients. So McD makes menus with vegetables,
fruits, mineral water and products naturally available. McDonald's try to adapt to the different
cultures and to the local tastes and people enjoy that.
People like McDonald's because it allows to spend good
time with family and to make good memories.
They also created McCaf. There we can have breakfast
or we can make a break and eat or drink something.
Indeed they have a variety of quality coffees and refined
cakes and pastries
Moreover, Wi-Fi is free in the restaurants. It attracts also
students, young people and people who travel.
RESEARCH METHODOLOGY
The scope of the study is limited solely to the markets visited by the researcher for the purpose of research. This may hence not be
a total reflection of the whole population of McDonalds consumers.
SAMPLE SIZE:
At least 50 to 75 customers from the outlets
Online survey.
PRIMARY DATA:
The primary data was collected through questionnaires. This project will be based on the exploratory research done on the
working, goals and challenges by the McDonalds outlets in India.
SECONDARY DATA:
A secondary data is that data that is required to conduct the study and can be obtained from books, journals, magazines, websites
etc. Secondary data is data taken by the researcher from secondary sources, internal or external. Secondary data is collected
from following sources: Magazines and journals
Company websites.
Internet
Books
LIMITATIONS & ADVANTAGES

LIMITATION :
Many constraints were involved in doing this study. Some of them are as follows:
Customers generally do not shoe interest towards the survey in the outlets.
Customers may give wrong response for the question in hurry.
Customers do like being disturbed while enjoying their meal.
The sample size is too small as compared to large population.
The survey is done only in Delhi so the recommendation, finding and conclusions are best suited for outlets in
Delhi only.
ADVANTAGES:
Helps in improving customer services.
Helps in evaluating their position in the market.
Provides valuable feedback.
Helps in improving products.
SUGGESTIONS
Some suggestions after the survey are as follows:
McDonaldss is the first and popular choice among the Indian customers but in recent
period it is taking tough competition from KFC, Dominos and other fast food chains.
To maintain its current position in the market it must take certain steps to avoid the
competition and cover mare market in coming years.
McDonalds should also focus on the rural population also because 2/3rd of the Indian
population resides in the rural areas.
McDonalds should focus more on less expensive dishes for middle class group as they are
major consumer.
They should include some healthy meals for the young customers as recent studies shows
now days children consume more fast food which is affecting their health.
They should use more aggressive promotion techniques to lure the customers.
If you work just

for money,
youll NEVER
make it, but if
you love what
youre doing
and you always
put the
customer first,
success will be
RAY KROC - Founder of McDonalds
yours.
Feedback and suggestion forms available at each outlet
Online feedback forum
Information about upcoming products provided in website

Order through website
Storage of all details like address, phone no, etc.
Special promotions during festivals as Indians tend to spend more

at such events.

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What is the timeline of McDonald's?

What is the timeline of McDonald's?

What are McDonald's core values behind its success?

What are McDonald's core values behind its success?

McDONALD AND

BY: RAHUL NEGI

SUCCESS OF ANY ORGANIZATION DEPEND UPON

TECHNIQUES USED BY MCDONALDS:

CUSTOMER LOYALTY PROGRAM

Benefits of CUSTOMER LOYALTY PROGRAM:

National Breakfast Day promo:

McDonalds Focuses on Attracting Local

SPECIAL SERVICES TO THE

Even Dissatisfied McDonald's Customers Are

WHY DO PEOPLE LIKE MCDONALD'S ?

LIMITATIONS & ADVANTAGES

If you work just

Feedback and suggestion forms available at each outlet

Online feedback forum

Information about upcoming products provided in website

Special promotions during festivals as Indians tend to spend more

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