Consumer experience
Exceeding expectations
We want our consumers to leave feeling that their experience wildly exceeded their expectations. We place incentives around it for our stores and teams. We pay attention to the feedback we get from consumers, and work to deliver the highest standards in our industry.
Part of our core feedback systems is our Ops Scorecard. This tool measures a variety of key metrics, including customer satisfaction, speed of service, operations, food safety evaluations and team member training and development. In our organization, everyone knows where they stand with respect to this scorecard.
Our focus and process around delivering exceptional consumer experiences has resulted in our generally being ranked within the top 10% or higher of all locations across the brand.
While we are driven by performance, it is often the feedback we get from our consumers that really motivates our teams.
“This location always has great services, is kept clean, and employees are always very courteous and concerned with making customers happy.”
“Placed my order online…and was totally impressed with the service. Just called to confirm my order approx. one hour before pickup and was informed my order would be waiting. Great bunch of people at this store.”
“My experience was very pleasant! The team in there were very fast and polite.”
“KFC may be the same everywhere you go, but the staff is always different. For the drive thru staff at this location – keep up the great work at being friendly and kind – it goes a long way!”