Analysis Report on McDonald and KFC Customer service experience

Mostly researchers identify the increase in competition of companies and tremendous changes in the market. In order to improve the selling process of a product to a new customer, it is important to sell the same products to loyal customers as compared to the new customers. In the competitive market world, class customer experience is delivered to the customers to retain a greater number of customers (Retailcustomerexperience. com, 2019). In the present research, I have brought into account the history of McDonald and KFC along with my personal experience of their services. The services provided to the customers attract more customers and result in increasing food chain. In order to analyze the growth rate of a company, it is important to identify competition trends and competitive strategies. In this research paper, the main scope of the study is to conduct a comparative analysis between food services industries including McDonalds and KFC. The research will demonstrate positive and poor aspects of both companies. In addition to customer research, the objective is to access the service quality of both companies.

Comparison of KFC and McDonald

The customer experience and objectives are interlinked with the growth of the company. The objectives assessed through the service quality are based on the tangibles, empathy, price sensitivity, responsiveness, and reliability of the services. The synoptic review of the personal experience defines the increased success rate and customer loyalty. In the analysis, I will define the excellent training program and services provided to the customers to gather the information. The management team, staff work, and the marketing team work together to enhance the customer experience. In order to conclude a discussion on my personal experience, I will demonstrate two experiences as a customer in McDonald and KFC (Qualitydigest. com, 2017).

The analysis defines a clear picture of the different departments and their services to the customers. I have collected my personal information by visiting McDonald and KFC. The short-term outlook in the analysis defines the positive and poor aspects of both companies. In spite of great services and offers, McDonald still provides unhealthy food with increased obesity and without considering the health issues and prospects of the customers. The healthy opinion of the Customers about the food provided at McDonald is to criticize the content of high fats and salad dressings (I-scoop. EU, 2019). The litigation can be instigated by the organization and the process will be aggressive for the financial power of the company. As compared to KFC, McDonald provides quick service but compromises on the quality of the products. It is necessary to maintain the flow between the services provided and the expected numbers of customers. the optimized operation of the organization is to standardize the foodstuff delivered to the customers (I-scoop. EU, 2019).

Apparently, KFC is considered as a best-known international food service provider, but players are fighting on the products, pricing, and the positioning of the services. In the delivery services, the consistency is considered as a key that standardizes fast food to the consumers according to their taste buds and the consistent taste is experienced. The services provided at KFC are not priced sensitive, but it is still competing on the surprising variation in the position. KFC is becoming a fast-food company that adapts local sensitivities and often provides pre-cooked beef fats in the USA (Clemmergroup. com, 2019).

Customer experience strategies used by McDonald

McDonald is driving personalization of dynamic yield and the aim of the services is to yield automated personalization about the customer experience. The core platform of the McDonald is focusing on the new technology, menu add-ons, and the selection of the customers. The strategies of McDonald are often followed by other companies also (Qualitydigest. com, 2017). The digital customer experience touchpoints are providing a timeframe. The company is moving towards the higher technology use top-notch customer experience strategies including customer insights for the delivery of services, promotion of the culture, not the actual product, and use of technology to make the life easy for the customers and for the service providers (Retailcustomerexperience. com, 2019). The negative aspects of McDonald and KFC are overall rating, engaged staff, touchpoints, and the pains.

Figure 1: Karan Negative reflection

Customer experience strategies used by KFC

The poor customer services are due to boxes of food stored for the customers and hygienic products provided to them. The quite prevalent routine models will be consumer-oriented and the efforts will be considered for the improved mechanism of services (Qualitydigest. com, 2017). The company is satisfying the customers by providing improved services and considering the training programs (Clemmergroup. com, 2019). The staff members of KFC are well trained to deal with the customers by welcoming them with the smiling face and then they provide them superior services. The services are well organized in KFC as the process and the system works effectively. The issues reduce morale and decline the customer satisfaction. The extraordinary performance analysis is considered to happen with internal and external services. The customer satisfaction of the workplace attributes to the improved service climate. The management and workers of KFC are representing the satisfaction level for the development and training programs (Clemmergroup. com, 2019). The positive aspects of McDonalds and KFC are overall ratings, gains, engaged staff, and the touchpoints.

Figure 2: Karan positive reflection

KFC Touch Points