McDonalds 2000 Annual Report Download - page 13

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Customer care
culture
reinvigorates
Canadian
business
About two years ago,
McDonald’s people in
Canada took a hard look at
how they were delivering on
the experience and price
components of our value
equation and didn’t like
what they saw. So, they
took action.
Together, our employees
and owner/operators
in Canada identified
opportunities to improve
pricing and began to
nationally advertise
ongoing value offerings.
They expanded regular and
breakfast menu offerings by
leveraging the Made For
You food preparation
system. They built their
breakfast business by
opening some restaurants
earlier to serve people
getting an early start on
their busy days. With a
focused and committed
effort, they also increased
the speed and quality of
McDonald’s drive-thru
service. As a result, they
improved value scores,
enhanced customer
satisfaction and
significantly increased
comparable sales.
Clearly, this renewed
customer care culture did
not happen overnight.
Rather, it has been, and
continues to be, an ongoing
effort. Today, McDonald’s
Canada stands as a shining
example of what the entire
System can achieve when it
focuses on delivering the
total experience customers
want and deserve.
Smile 11
Affordable prices
attract more
customers, more
often. Accompany
that with exceptional
experiences, and
any time is the right
time for a visit to
McDonald’s.