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TANGGUNG JAWAB SOSIAL DAN LINGKUNGAN
Corporate Social Responsibility and Environmental Responsibility

Seluruh hasil survei dan umpan balik pelanggan tersebut The insights derived from these surveys and feedback
menjadi dasar bagi Perseroan dalam melakukan evaluasi mechanisms are used to evaluate and refine operational
dan penyempurnaan strategi operasional, termasuk strategies, including enhancements to product quality,
peningkatan mutu produk, pengembangan menu, serta menu development, and customer service optimization, in
optimalisasi layanan pelanggan secara berkelanjutan. support of sustained customer satisfaction.
Selain penanganan keluhan, Perseroan juga memanfaatkan
sinyal layanan dari berbagai kanal pengaduan sebagai In addition to complaint handling, the Company utilizes
sarana pengukuran kepuasan pelanggan. Sepanjang service signals from various complaint channels as a
tahun 2025, umpan balik pelanggan diperoleh melalui practical approach to measuring customer satisfaction.
contact center, media sosial, email, WhatsApp, serta Throughout 2025, customer feedback was collected
formulir pengaduan pada website dan aplikasi yang through the contact center, social media, email, WhatsApp,
menjadi dasar evaluasi kualitas layanan dan produk. and complaint forms on the website and application,
Peningkatan kepuasan pelanggan dilakukan melalui serving as the basis for evaluating service and product
percepatan pemenuhan pesanan, khususnya pada kanal quality. Customer satisfaction improvement efforts
digital, pemeliharaan kualitas layanan, serta pemantauan include faster order fulfillment, particularly through digital
berkala atas kualitas bahan baku, kemasan, dan produk channels, maintenance of service quality, and periodic
akhir. monitoring of raw material, packaging, and final product
quality.
Ke depan, Perseroan menargetkan peningkatan
kualitas produk dan kepuasan pelanggan secara Going forward, the Company targets continuous
berkelanjutan melalui penguatan standar keamanan improvement in product quality and customer satisfaction
pangan, konsistensi kualitas bahan baku, serta inovasi through strengthened food safety standards, consistent
menu yang relevan dengan preferensi konsumen. Fokus raw material quality, and menu innovation aligned with
peningkatan pengalaman pelanggan diarahkan pada consumer preferences. Customer experience enhancement
kecepatan layanan, akurasi pesanan, kebersihan restoran, will focus on service speed, order accuracy, restaurant
serta pengembangan pengalaman digital. Perseroan cleanliness, and digital experience development. The
juga berkomitmen memperkuat sistem umpan balik Company also remains committed to strengthening
pelanggan dan penerapan continuous improvement untuk customer feedback systems and continuous improvement
meningkatkan loyalitas pelanggan. practices to enhance customer loyalty.

316 PT Fast Food Indonesia Tbk | Laporan Tahunan 2025