Digital
What is the 2023 EOY Digital Goal?
50%
What is the goal for ADWT starting in Q3 going forward?
3 minutes or less
Q1/Q2: goal of 3.5 minutes or less
Q3/Q4: goal of 3 minutes or less
What do you need to be "ready" to present a curbside order?
Safety vest, condiment caddy/apron, and a SMILE!
How many times does the kiosk prompt customers about logging into their My McDonald's Rewards Account?
2 times- at the beginning of the ordering process
What are the two biggest things that affect customer satisfaction?
Accuracy and Hospitality
What makes up Digital?
Kiosk+Delivery+MOP/ROA= Digital
How many ketchup packets would you put in a McDelivery order with 2 Medium french fries?
4 ketchup packets (2 packets per medium fry)
How do you know when a curbside/table service customer arrives?
A blue CLC will appear on the front counter expo monitor with either the table or curbside number- so you know where to present their order.
How can you increase your kiosk percentage at YOUR restaurant?
Instead of having someone behind the registers, have them in the lobby helping customers place orders on the kiosk- even as a secondary duty.
Consistency is key!
A customer has issues with their points not showing correctly in the app. What resource should you direct them to?
Direct them to call the McDonald's Support number listed in the app.
What is the difference between a MOP order code and a My McDonald's Rewards code?
MOP Code: 2 letters and 2 numbers
My McDonald's Rewards: 4 numbers
What percentage of sales do you save your restaurant with a consistent ADWT below 3 minutes?
ADWT less than 3 minutes= savings of 0.5% of DD sales!
How many ketchup packets should you give with an order with a basket of fries?
NONE!
Ask the customer if they need any condiments and only provide them upon request (from the caddy/apron).
If a customer orders on the kiosk and wants to pay with cash... if they pay at the front counter, does that order count as a kiosk order?
Yes (as long as the order is not modified at the front counter).
What should you do when a customer calls saying "You messed up my DD/UE order and I want a refund"?
Politely apologize for any errors with their order and direct them to contact the vendor they ordered through (ex: if they ordered through DD, they must go through DD to get a refund).
NEVER give out refunds for McDelivery orders!
What does execute as designed mean?
1- using the digital greeting at COD/front counter
2- If they are using the MCD app, use their name!
(or thank them for using the app if it says "valued customer" or you cannot pronounce their name).
What is the best bet we have talked about for French Fries with McDelivery orders?
Drop fresh fries when the order hits your expo monitor and communicate with your team (ex: "I need 2 fresh medium fries for this DD order").
Also- double-check the fries end up in the bag!
How do you present an unassisted front counter ROA order?
1- call out the name on the pick ticket (or order #- if it says "valued customer").
2- If no response, seal the bags with the ROA/McDelivery sticker and place the order in the mobile pick-up area.
How do customers redeem a deal on the Kiosk?
When prompted, they can log into their account.
Next, under "Deals" they can select the desired deal and order the items that qualify.
The discount will show on the screen and again when checking out.
What does the McDonald's Customer Recovery System "LAST" stand for?
L- Listen
A- Apologize
S- Solve
T- Thank
How many MORE times a month does a Digital Customer order vs. traditional customers?
3 times more than traditional customers, given accuracy and excellent customer service.
What should you do when an order has been ready for 10 minutes and has not been picked up?
1- take a picture of the pick ticket (has the order # and vendor info)
2- at the end of the shift provide pictures to the manager
3- manager calls DD/ UE to get reimbursed for orders that had to remake because the couriers did not arrive on time
What should you do when you can't find a customer's order?
1- check the location
If wrong: they can order again at your restaurant OR can go to the original address)
2-check the channel
If wrong: find their order and present it to them wherever they are (present at DT vs curbside)
When a customer orders on the kiosk and wants to pay with cash, how do you recall their order at the front counter?
On the register, press either "Recall by Number" or "Recall by Preview" to pull up and confirm the order.
By Number- if they have the paper stub printed at the kiosk
By Preview- best when it is not busy
What can we do in the restaurants to help with accuracy?
Double-check the order before sealing the McDelivery bags/ presenting MOP orders.