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Selesai Dalam Proses Tidak Selesai
Topik Aduan Resolved In Process Unresolved Jumlah
Topic of Complaint Total
Total % Total % Total %
Cleanliness 2 0,12% 0 0 0 0 2
Hospitality 142 8,64% 0 0 0 0 142
Accuracy 1.116 67,92% 0 0 0 0 1116
Maintenance 7 0,43% 0 0 0 0 7
Speedily 36 2,19% 0 0 0 0 36
Chicken 148 9,01% 0 0 0 0 148
Side Menu 101 6,15% 0 0 0 0 101
Beverages 12 0,73% 0 0 0 0 12
Food Safety 70 4,27% 0 0 0 0 70
Ketersediaan Produk
Product Availability 6 0,37% 0 0 0 0 6
Jumlah | Total 1.643 100% 0 0 0 0 1.643

Kepuasan Pelanggan [SEOJK F.30] Customer Satisfaction [SEOJK F.30]
Dalam rangka mendukung peningkatan berkelanjutan To support continuous improvement in product and
atas kualitas produk dan layanan, Perseroan secara rutin service quality, the Company regularly conducts customer
melaksanakan survei kepuasan pelanggan di seluruh satisfaction surveys across its KFC Indonesia outlet
jaringan gerai KFC Indonesia. Pendekatan ini dilakukan network. These efforts are implemented through multiple
melalui beragam metode guna memastikan umpan methods to ensure customer feedback is comprehensively
balik pelanggan dapat dihimpun secara menyeluruh dan collected and utilized as a basis for operational
digunakan sebagai dasar perbaikan operasional. enhancement.

» Survei Kepuasan Pelanggan » Customer Satisfaction Survey
Perseroan melaksanakan survei berkala untuk The Company carries out periodic surveys to
mengukur kepuasan pelanggan terhadap aspek assess customer satisfaction across key aspects of
utama layanan restoran, termasuk kualitas makanan, restaurant services, including food quality, service
kecepatan pelayanan, kebersihan restoran, serta speed, restaurant cleanliness, and staff friendliness.
keramahan staf. Survei dilakukan secara langsung di Surveys are conducted both in-store and through
gerai dan melalui kanal digital, seperti aplikasi KFCKU digital channels, such as the KFCKU application and
dan situs web resmi Perseroan. the Company’s official website.

» Umpan Balik melalui Struk Pembelian » Feedback through Purchase Receipts
Melalui kode survei yang tercantum pada struk Through the survey code listed on the purchase
pembelian, pelanggan dapat mengakses survei daring receipt, customers can access the online survey and
dan menyampaikan penilaian atas pengalaman provide an assessment of their experience visiting
berkunjung mereka di gerai KFC. KFC outlets.

» Social Media Listening dan Layanan Pelanggan » Social Media Listening and Customer Service
Pemanfaatan media sosial dan kanal layanan The Company incorporates social media and customer
pelanggan menjadi bagian dari mekanisme Perseroan service channels as part of its feedback collection
dalam mengumpulkan masukan pelanggan. mechanisms. All comments and feedback received
Seluruh komentar dan umpan balik yang diterima via social media platforms, instant messaging
melalui media sosial, aplikasi pesan instan, dan call applications, and call centers are periodically reviewed
center dianalisis secara berkala untuk mendukung to identify trends and areas for improvement.
identifikasi tren dan kebutuhan perbaikan.

PT Fast Food Indonesia Tbk | Annual Report 2025 315