Customer survey On McDonald’s Products and Services (GC01176)
3.2 Evaluation of customer feedback
This section evaluates the data gathered through a survey conducted in section 3.1. The data is analyzed using MS Excel Sheet and presented using a number of charts. Every single chart presents and analyzes data found from every individual question in the survey. The evaluation of customer feedback gathered through the survey is provided as follows:
Q1. What is your gender?
- Male
- Female
Both male and female respondents participate in the survey questionnaire of this research. According to the pie chart, 62% of respondents are male and on the other hand, 38% of respondents are female. So the majority number of the respondents are male.
Q2. What is your age group?
- Under 16
- 16-25
- 26-35
- 36-45
- 46+
People of all ages participate in the survey questionnaire of this research. In the survey questionnaire, there are 5 different age groups. 45respondents participate in this survey. Among them 12% of respondents are of the age group of under 16, 25% are of 16-25, 30% are of 26-35, 23% are of 36-45 and finally, 10% are of the age group of 46+. Thus, the maximum numbers of respondents are of the age group of 26-35.
Q3. How long have you been buying our products?
From the above chart, 16% of respondents have been buying products from our company for less than one year. 22% of respondents have been buying products from our company for 1-2 years, 31% for 2-4 years, and 20% for 5-6 years and finally 11% of respondents have been buying products from our company for above 6 years. From the chart, it is seen that the majority number of respondents have been buying products from our company for 2-4 years.
Q4. To what extent are you happy with our product’s rage?
From the chart, it is presented that 15% of respondents are very happy with our product range. 30% of respondents are happy and 20% of respondents are neutral with our product range and 25% of respondents are unhappy and 5% very unhappy with our product range. So, maximum respondents are happy with our product range.
Q5.To what extent are you happy with our product availability?
From the chart, it is presented that 15% of respondents are very happy with our product availability. 30% of respondents are happy and 20% of respondents are neutral with our product availability and 25% of respondents are unhappy and 5% very unhappy with our product availability. So, maximum respondents are happy with our product availability.
Q6. To what extent are you happy with the quality of our products?
From the chart, it is presented that 20% of respondents are very happy with the quality of our products. 40% of respondents are happy and 10% of respondents are neutral with our product quality and 20% of respondents are unhappy and 10% very unhappy with the quality of our products. So, maximum respondents are happy with the quality of our products.
Q7. To what extent are you happy with our staff behavior?
From the chart, it is presented that 20% of respondents are very happy with our staff behavior. 40% of respondents are happy and 10% of respondents are neutral with our staff behavior and 20% of respondents are unhappy and 10% very unhappy with our staff behavior. So, maximum respondents are happy with our staff behavior.
Q8. To what extent are you happy with our staff customer service?
From the chart, it is presented that 15% of respondents are very happy with our staff’s customer service. 30% of respondents are happy and 20% of respondents are neutral with our staff customer service and 25% of respondents are unhappy and 5% very unhappy with our services. So, maximum respondents are happy with our staff customer service.
Q9.What is your overall level of satisfaction with our services?
From the chart, it is presented that 40% of respondents are very satisfied with our services. 15% of respondents are satisfied and 5% of respondents are neutral with our services and 25% of respondents are dissatisfied and 15% strongly very dissatisfied with our services. So, the maximum number of respondents are very satisfied with our services.
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Q10. Please provide your suggestions to improve our customer service to follow:
A majority number of respondents recommend improving the delivery service of McDonald’s. They recommend McDonald’s to fasten their delivery service and cleaning services. Some recommend providing training to the staff so that they can be friendly to the customers. And the rest of the respondents recommend establishing daily rituals. They recommend McDonald’s to monitor the services of the staff daily so that the employees can be sharp and committed.
3.3 Suggestions for further improvements to customer service, based on feedback.
McDonald’s measures customer satisfaction through a receipt-based Customer Survey initiative. This looks at customers’ experiences within the restaurant, along with any customer feedback provided. McDonald’s is a progressive business, so McDonald’s is constantly changing and evolving to make its service as good as it possibly can be.
A majority number of respondents recommend improving the delivery service of McDonald’s. They recommend McDonald’s to fasten their delivery service and cleaning services. Some recommend providing training to the staff so that they can be friendly to the customers. And the rest of the respondents recommend establishing daily rituals. They recommend McDonald’s to monitor the services of the staff daily so that the employees can be sharp and committed.
McDonald’s should improve their delivery and cleaning service. No one wants to wait in a drive-thru for 10 minutes or sit in a dirty restaurant. Speed of service and cleanliness, however, aren’t the only components of customer experience. McDonald’s should train their employees. Training is key. Skimping on franchisee and employee training is ignoring the most difficult element in McDonald’s formula for success. Finally, McDonald’s should establish daily rituals of monitoring the services of the customers…………………
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