McDonald’s improves the customer experience by responding to customer feedback

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