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ACCELERATING GROWTH TOWARDS RECOVERY LAPORAN KEBERLANJUTAN
MENGEJAR PERTUMBUHAN MENUJU PEMULIHAN SUSTAINABILITY REPORT

PRODUK BERKUALITAS DAN KEPUASAN PELANGGAN PRODUK BERKUALITAS DAN KEPUASAN PELANGGAN
Quality Products and Customer Satisfaction Quality Products and Customer Satisfaction

3. Dampak Produk/Jasa [F.28] 3. Product/Service Impact [F.28] 6. Pengaduan Masuk 6. Complaint Receipts
Sepanjang tahun 2023, Perseroan tidak menemukan Throughout 2023, the Company did not encounter any Perseroan menerima pengaduan sebanyak 1.949 laporan The Company received complaints in total of 1,949
adanya insiden ketidakpatuhan mengenai informasi incidents of non-compliance regarding information hingga 31 Desember 2023, atau mengalami kenaikan dari reports up to December 31, 2023, or an increase
serta pelabelan produk dan layanan maupun komunikasi and labeling of products and services or marketing tahun 2022 yaitu sebanyak 1.629 laporan. Kendati demikian, from 2022 with 1,629 reports. Nevertheless, the
pemasaran. Melalui komunikasi pemasaran yang communications. By means of integrated marketing Perseroan telah menyelesaikan seluruh pengaduan yang Company has resolved all incoming complaints, as
terintegrasi, Perseroan telah memberikan informasi communications, the Company has provided clear masuk, seperti yang tertera pada tabel berikut: stated in the following table:
dengan jelas terkait seluruh produk KFC Indonesia information regarding all KFC Indonesia products
yang ditawarkan. offered.
2023 2022 2021
Status Laporan
4. Produk Yang Ditarik Kembali [F.29] 4. Recalled Product [F.29] Report Status Jumlah Jumlah Jumlah
Hingga akhir 2023, Perseroan tidak menemukan By the end of 2023, the Company did not encounter Total % Total % Total %
adanya penarikan produk yang dilakukan oleh any product recalls by customers or regulators.
pelanggan ataupun regulator terkait. Selesai 1.949 100% 1.629 100% 2.833 100%
Resolved
5. Penanganan Keluhan Pelanggan 5. Customer Complaint Handling Dalam Proses 0 0 0 0 0 0
Adapun penanganan keluhan pelanggan ditampung Customer complaints are handled via Customer In Process
melalui Customer Relation di nomor telepon 14022, Relations at telephone number 14022, or email Tidak Selesai 0 0 0 0 0 0
atau email [email protected], serta akun Media [email protected], as well as KFC Indonesia Unresolved
Sosial KFC Indonesia dan GES. and GES Social Media accounts. Total 1.949 100% 1.629 100% 2.833 100%

Prosedur pada penanganan keluhan pelanggan The procedure for handling customer complaints is
yaitu Customer Relation KFC akan menghubungi from the KFC Customer Relations that will contact Pengaduan tersebut didominasi oleh topik akurasi, The complaints were dominated by the topics of accuracy,
pelanggan yang telah mengirimkan complaint the customers who have sent complaints on the day pelayanan, serta sajian seperti yang dijabarkan pada service, and presentation as illustrated in the following
(keluhan) pada hari diterimanya keluhan tersebut. the complaint is received. This ensures whether the tabel berikut: table:
Hal ini memastikan benar atau tidaknya complaint complaint sent is correct or otherwise. If the customer
dikirimkan. Jika customer tidak bisa dihubungi cannot be contacted within a maximum of 2 days, Selesai Dalam Proses Tidak Selesai
dalam waktu maksimal 2 hari, maka keluhan then the complaint is considered resolved or there is Topik Aduan Resolved In Process Unresolved Jumlah
dianggap selesai atau keluhan tidak ada, sekaligus no complaint, while providing an answer or apology. Topic of Complaint Jumlah Jumlah Jumlah Total
memberikan jawab atau permintaan maaf. Total % Total % Total %

Customer Relation KFC juga membuat Form KFC Customer Relations also created a Customer Cleanliness 8 0,4% 0 0 0 0 8
Penanganan Keluhan Pelanggan (FPKP) segera Complaint Handling Form (FPKP) immediately to be Hospitality 190 9,7% 0 0 0 0 190
untuk didistribusikan ke divisi atau unit terkait, antara distributed to related divisions or units, including Ops/ Accuracy 1.289 66,1% 0 0 0 0 1.289
lain Ops/ROM dan AM untuk segera ditindak lanjuti ROM and AM for immediate follow-up by identifying Maintenance 1 0,1% 0 0 0 0 1
dengan melakukan identifikasi serta penyelesaian and resolving problems.
masalah. Speedily 36 1,8% 0 0 0 0 36
Unresolved 174 8,9% 0 0 0 0 174
Complaint Level ditentukan berdasarkan efek dari Complaint Level is determined based on the effect of Side Menu 146 7,5% 0 0 0 0 146
keluhan itu sendiri, meliputi: the complaint itself, including:
• Level 01: Reguler (complaint selain produk • Level 01: Regular (complaint other than the product Beverages 17 0,9% 0 0 0 0 17
dan dapat diselesaikan oleh MOD tidak perlu and can be resolved by MOD does not require AM Food Safety 74 3,8% 0 0 0 0 74
eskalasi AM) escalation) Ketersediaan Produk 14 0,7% 0 0 0 0 14
• Level 02: Serius (complaint terkait produk • Level 02: Serious (complaint related to product Product Availability
sehingga memerlukan eskalasi AM) requiring AM escalation)
Total 1.949 100% 0 0 0 0 1.949

PT FAST FOOD INDONESIA TBK 266 LAPORAN TAHUNAN 2023 2023 ANNUAL REPORT 267 PT FAST FOOD INDONESIA TBK