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A Burger King children's birthday party with balloons, cake, and gifts, and a digital sign for customer feedback.

Dans le cadre de l’amélioration de l’expérience client, Burger King propose régulièrement l’organisation de fêtes d’anniversaire pour les enfants, un service particulièrement apprécié par les familles. Toutefois, les chargés de communication ont constaté que la note moyenne attribuée par les clients diminuait progressivement et que les avis laissés en ligne reflétaient une satisfaction en baisse. Afin de mieux comprendre les attentes des familles ayant organisé ou souhaitant organiser un anniversaire au restaurant, j’ai décidé de mettre en place une enquête de satisfaction ciblée auprès des clients concernés, qu’il s’agisse de nouveaux clients ou de clients déjà habitués à ce service. Pour cela, j’ai élaboré une grille d’évaluation accessible via un code QR, permettant de recueillir facilement les retours des familles après l’événement. Au total, 135 avis ont été collectés, dont 90 positifs et 45 négatifs. L’analyse des réponses, notamment des avis négatifs, a mis en évidence certaines difficultés, comme un manque de places assises lors des périodes de forte affluence ainsi qu’un espace de jeux jugé trop restreint pour accueillir tous les enfants lors des anniversaires. L’ensemble de ces résultats a été présenté à mes supérieurs et partagé avec l’équipe afin de réfléchir collectivement à des solutions d’amélioration. Dans cette perspective, plusieurs actions ont été mises en place pour améliorer l’organisation des anniversaires et l’accueil des familles. Une réduction de 10 Voir plus

#restaurant #birthday party #children

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