Page 289 - Annual Report PT Fast Food Indonesia Tbk 2024

PRODUK BERKUALITAS DAN KEPUASAN PELANGGAN
Quality Products and Customer Satisfaction

Selesai Dalam Proses Tidak Selesai
Topik Aduan Resolved In Process Unresolved Jumlah
Topic of Complaint Total
Total % Total % Total %
Food Safety 77 7,63 0 0 0 0 77
Ketersediaan Produk 7 0,69 0 0 0 0 7
Product Availability
Total 1.009 100 0 0 0 0 1.009

Kepuasan Pelanggan [F.30] Customer Satisfaction [F.30]
Sebagai bagian dari komitmen berkelanjutan untuk As part of its continuous commitment to enhancing product
meningkatkan kualitas produk dan layanan, Perseroan and service quality, the Company regularly conducts
secara rutin melaksanakan survei pelanggan di seluruh customer surveys across all Kentucky Fried Chicken (KFC)
gerai Kentucky Fried Chicken (KFC) Indonesia. Survei ini Indonesia outlets. These surveys are carried out through
dilakukan melalui berbagai metode guna memastikan various methods, ensuring comprehensive feedback
pengumpulan umpan balik yang komprehensif untuk collection to support business improvement.
mendukung peningkatan bisnis.

1. Survei Kepuasan Pelanggan 1. Customer Satisfaction Survei
Perseroan mengadakan survei berkala untuk The Company periodically conducts surveys to
mengukur kepuasan pelanggan terhadap berbagai measure customer satisfaction across multiple
aspek layanan restoran, seperti kualitas makanan, aspects of restaurant services, including food quality,
kecepatan layanan, kebersihan restoran, serta service speed, restaurant cleanliness, and staff
keramahan staf. Survei ini dilakukan baik secara friendliness. These surveys are conducted both
langsung di restoran maupun melalui platform directly in restaurants and through digital platforms
digital, seperti aplikasi KFCKU dan situs web resmi such as the KFCKU application and the company’s
perusahaan. official website.

2. Umpan Balik melalui Struk Pembelian 2. Feedback via Purchase Receipts
Pelanggan yang melakukan transaksi di gerai Customers who complete transactions at KFC
KFC dapat memberikan umpan balik melalui kode outlets can provide feedback through a survey code
survei yang tertera pada struk pembelian. Dengan printed on their purchase receipt. By using this code,
menggunakan kode tersebut, pelanggan dapat customers can access an online survey and share
mengakses survei online dan memberikan penilaian their evaluations regarding their dining experience.
terhadap pengalaman mereka.

3. Social Media Listening dan Layanan Pelanggan 3. Social Media Listening and Customer Service
Perseroan juga memanfaatkan teknologi digital dan The Company also leverages digital technology and
media sosial untuk mengumpulkan opini pelanggan. social media to gather customer opinions. Comments
Komentar dan masukan yang diterima melalui media and feedback received through social media
sosial, aplikasi pesan instan, dan call center dianalisis platforms, instant messaging applications, and the
secara berkala untuk mengidentifikasi tren serta call center are analyzed regularly to identify trends
perbaikan yang diperlukan. and necessary improvements.

Hasil dari survei ini digunakan untuk melakukan evaluasi The results of these surveys serve as valuable insights
dan pengembangan strategi operasional, termasuk for evaluating and developing operational strategies.
peningkatan kualitas produk, inovasi menu, serta This includes improving product quality, innovating menu
optimalisasi layanan pelanggan guna memastikan offerings, and optimizing customer service to ensure
kepuasan pelanggan yang lebih tinggi. greater customer satisfaction.

PT FAST FOOD INDONESIA TBK | 2024 ANNUAL REPORT 287