McDonald's Australia: Analysis of Customer Satisfaction and Feedback

This report provides an analysis of McDonald's Australia's customer satisfaction strategies. It examines the methods used by McDonald's, including customer surveys, online platforms, and social media monitoring, to gauge customer feedback and satisfaction levels. The report details how McDonald's uses this feedback to understand customer needs, improve service quality, and enhance the overall customer experience. Key strategies discussed include database management for personalized services, the use of electronic platforms for feedback collection, and strategies to address customer expectations regarding delivery time, packaging, and product offerings. The report also explores how McDonald's aligns its services with customer demands, providing complimentary services and offers, and how it utilizes both "top down" and "bottom up" approaches for continuous service improvement. Furthermore, the report emphasizes the importance of reporting, recording, and organizing feedback for better understanding and meeting customer needs, ultimately leading to increased customer loyalty and business success. The document concludes by highlighting the significance of customer interaction and the implementation of technological advancements to enhance service delivery and customer engagement.

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Running head: MCDONALDS AUSTRALIA
MCDONALDS AUSTRALIA
Name of the Student
Name of the University
Author’s Note

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Table of Contents
1 (a)..................................................................................................................................................2
1 (b)..................................................................................................................................................2
2 (a)..................................................................................................................................................3
2 (b)..................................................................................................................................................4
2 (c)..................................................................................................................................................5
References........................................................................................................................................8

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1 (a)
McDonald's Australia is one of the market chain that may have confronted a downfall in
the US market however in Australia they are flourishing with success. The Strategic endeavor
that is undertaken by McDonald’s to track the level of customer satisfaction is through
conducting surveys through which the score are cardinally given by the customers after
consumption of the goods and services of McDonald’s. Proper online platforms are designed by
McDonald’s where the customers due to their interest visits and rates their satisfaction as well as
queries or grievances if any regarding the goods and services of McDonald’s. These customer
feedbacks are then assessed and support is provided to the customers for their queries for
anticipating the customer needs. Apart from that McDonald’s also strategizes for social media
monitoring through which the effective tries to understand the customer responses regarding
their products and services. Customers compulsorily list the feedback regarding their level of
satisfaction and the utility that day quality of services and by consuming the products of
McDonalds. This importantly generate equality information regarding the impact of the services
and products that are being deployed into the market by the company as well as consumed by
potential consumers. It may be provided soft training and development for enhancing the skills
of the bottom line employees of the company or it may be on which the company should focus
regarding enhancing its quality of services for earning competitive advantage of their rivals in
the market (Lovelock & Patterson, 2015).
1 (b)
Hence, the obtainment of the resources can take place based on the feedback of the
customers according to which the company will endeavor to satisfy their potential consumers.
The demand maybe complimentary beverages with the fast foods that are served by the

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company. In that case the company may strategize their business with complimentary firms like
Coca-Cola Pepsi and other beverage company among which of them they will get the better
services with least cost will be accepted as the complimentary services provided with the fast
foods to the target consumers. Effective cartel formation will complementary companies wheel
reduce the overall service cost and maximize the satisfaction level of the consumers (Wu &
Mohi, 2015). Moreover, this endeavor is supported with a service strategy of providing more
amount of staffs at a point of time for the same customers. One staff provides the customer
requirements by serving them and the other verifies whether the service have met the customer
demand or they want anything more. If the requisition is more from the customer then the staffs
provides them again to meet the customer demand. This on one hand provides customers
complimentary services and on the other hand make the customer feel that they are significantly
valued by the Company. Quality customers may have issues with Packaging of the goods and
services that are being provided to them in that case the company can use the same strategy and
render the customers quality Services and maximization of the satisfaction level along with
minimizing the cost to company and maximizing the sales as well as the overall profit.
2 (a)
The feedback can be used as an effective medium a platform through which the company
can understand the gap that exist between serving the customers and satisfying the customers.
Customer should be given compulsory privilege to provide feedback after consumption of each
and every goods and services that are being provided by the company to the customers.
Electronic mediums like digitalize platform may be used in this respect since the procedure is
less time consuming and consumer friendly (Wu & Mohi, 2015). Through these electronic
platforms the company scan the responses of the customers and response back to the customers

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by anticipating their needs. As for example, delivery time or packaging or other point of interest
in which customer’s expect from the company to deliver was detected through the feedback
analysis of the customers. The feedbacks from the customers are accompanied by an automated
email response strategy through which the tracked customer responses are statistically evaluated
in potential softwares are the outcomes are verified with the customer’s response through
automated emails in their next orders. This creates the provision for rendering goods and services
to the consumers in an improved manner by McDonald's. Apart from that the company will be
able to understand the complex problem cat that exist between the expectation of the customers
from the company and the company’s ability to serve the consumers.
2 (b)
Effective Database Management regarding individual consumers will understand the past
demands and anticipate accordingly the probable demands that the consumer can make in the
near future. When the consumer will find that the company even take care of their simple
demands and tries to provide better services to them then they will become brand loyal to the
company's services as the quality of the products and services of the company is able to satisfy
the consumers anticipated needs as well as future demands. Effective database management
system help the company to control as well as record and compare the data over time through
storing, assessing and providing better quality of customer services. McDonald’s implements
remedial strategies through consulting with the bottom line services providers of its goods and
services to the end customers which help the company to understand effectively the prevailing
loopholes in their services. Moreover, “top down” approach is executed through the managerial
hierarchy by which each and every product managers from the top management down the
product deliverance line discusses with their subordinates and lower order employees about the

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problems and sort them out with highest priority. The outline of this technique that is being
implemented for monitoring progress and ensuring that quality Customer services are been target
consumer base standard is being fulfilled from the company's perspective (Lovelock & Patterson,
2015). Through the process of database management system the company restores the data while
serving to particular customers and as they have track record of each and every potential
customers that they possess. By business expansion the company is able to acquire prospective
clients due to the reason that they have given much focused upon understanding and anticipating
the customer needs on what they serve and what the customer demands. The objective is very
clear funny as the policies and procedures undertaken by them and implemented accordingly are
not only limited in optimization of long term goals and implementation of short term plans for
evaluating effectiveness based on the achievements of the company but also in maximizing their
electronic feedback mechanisms by using internet intranet or emails after delivering a product or
service to particular consumers. Problems regarding delivery time management as per the
requirement of the consumer can be fulfilled through this approach of database management and
effective providence of facilities to the customers (Wu & Mohi, 2015). The company should
provide the delivery to the customers as per their needs and not as per the ability of the company
to deliver the services to them. The customers will be provides offers and discounts if they allow
for providing late unless the time within which the consumers want the services and products to
be delivered should be asked to the customers itself through the electronic platforms of
information exchange like that of the internet and the company’s own applications or customer
log in websites.

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2 (c)
The process of reporting recording as well as organizing the system and processes that
are taken as an initiative to fulfill the gap that exist between expected demand of the customers
and the actual services that are being provided to satisfy the consumers should be essentially
which priority feedback analysis and the recommendation that comes out based on them. The
consumers new require better quality of packaging or may be interested in providing their
feedback through electronic mediums it may happen that they require complimentary beverages
with the fast foods that are being provided by the company to them. The Company affords
communication endeavors from their side towards the customers by implementing internet
facilities within their premises. The process is done both in verbal and digital way where the end
service providers not only communicate with the customers through direct interaction but also
make the customers aware about gaming facilities that are compulsorily available for each
customers on their table. The process is done so to make the customers more involved with the
company’s services. There the customer plays games which are created through implementation
of advanced technology yet in a customer friendly way and the point that the customers earns
gives them complimentary beverages or discounts upon their ordered goods and services. This
not only makes the customers more attracted towards the services of the company but also keep
them more involved. In each and every cases these are recorded through effective database
management system food should be prepared accordingly so that the coming Kota the better of
the implementation of the customer needs budget of the company and their target objectives.
Feedback should also be taken from the bottom line sales persons and the delivery executives so
that that can get matched as well as cross checked with the database of needs of the customers as
demanded by them and recorded in the electronic form of databases (Lovelock & Patterson,

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2015). The managerial optics for ensuring other business Congress will that be implemented
followed by creating better quality of relationship between customer and the company. E-
services improvement leads to betterment in understanding the consumer needs in a less time
consuming manner and the response time from the company to the consumer also becomes
lessen. This will also lead to minimization of cost to McDonald's as well as maximization of
sales and profit followed by rendering quality services to the target consumers and satisfying
their needs as well as demands.

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References
Lovelock, C., & Patterson, P. (2015). Services marketing. Pearson Australia.
https://books.google.co.in/books?
hl=en&lr=&id=BqyaBQAAQBAJ&oi=fnd&pg=PP1&dq=MCDONALD
%27S+fast+food+AUSTRALIA+quality+of+services&ots=eIwTKLAWGi&sig=iWiuZn
XrcFmH0oHfOt7wqSA8n30
Wu, H. C., & Mohi, Z. (2015). Assessment of service quality in the fast-food restaurant. Journal
of Foodservice Business Research, 18(4), 358-388.
https://www.tandfonline.com/doi/abs/10.1080/15378020.2015.1068673