SerpApi.Org
A few months ago Burger King’s president Tom Curtis gave out his phone number and invited customers to call or text with feedback. Thousands ended up responding, and on July 20 the company announced two major changes as a result of it.
The first initiative introduces a new manager role called the “Your Way Champion,” while the second launches the “Whopper Guarantee.”
Real-time fixes and backup meals
One of the most consistently requested pieces of feedback given to Curtis was that guests wanted someone in the restaurant who could fix a problem quickly. The Your Way Champion fills that need. Clearly identifiable by a dedicated uniform, these managers will greet guests, keep an eye on orders, making sure the customizations are done right, and jump in to resolve issues on the spot.
Burger King is also investing in crew training and additional restaurant resources to back the role.
Meanwhile, the Whopper Guarantee promises that if a burger doesn’t meet expectations, the restaurant will remake it, and you get the next one for free. To redeem it, guests must scan a QR code inside the whopper box, receive a six-digit code, and claim it on their next visit.
“When we asked Guests where we could do better, they gave us a lot of honest feedback, and now it’s our responsibility to act on it,” Curtis said in a statement.
The limited time offer runs through Aug. 31 at participating US locations and requires an eligible Whopper purchase (classic beef patty). The Impossible Whopper and Whopper Jr., however, are excluded. Guests may receive one code per person per mobile number, and it is valid for 14 days.
An interesting aspect of the QR code system is that every scan registers as a traceable complaint complete with the specific store and customer phone number. This means that unlike a dissatisfied patron who simply stops visiting, this approach creates a clear paper trail for the company.
Sources: PR Newswire, Burger King, Food & Beverage Magazine
Read the original article here: Burger King launches new Whopper satisfaction guarantee
Like our content? Make sure to follow us
