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Customer Service in KFC

Mystery shopper or puzzle shopping is tool that that used by market research. Puzzle shopper are work for the watchdog organizations or market research company. Mystery shopper job exist are to measure the quality of service, compliance to regulation and also to accumulate information about their products. The enigma shopper individuality is as yet not known by the establishment being examined. Puzzle shopper perform task are like investing in a product or service, registering problems with a certain way of behaving, asking questions and last provided detail records about their activities. Puzzle shopper was standard practice by the first of the entire year at 1940s as a way to gauge the company personnel. Tool that used for mystery shopper on the examination are simple questionnaires to complete the video recording and audio recordings. Mystery shopping can be used in the hospitality industry and others industry.


1. Fast food restaurant

2. Hotel

3. Cruise


I have prepare 10 questions to ask the standard customer from KFC about how exactly the service have provide from the fast food restaurant and how KFC have to improve their service. Here are the 10 question i make to ask KFC customer Miss Phoon.

2. 1 Twenty QUESTIONS

1. There are lots of fast food restaurants around the neighborhood. Why do you decide to come to KFC?

This question is vital because it may help the company to note why the customers opting for their business rather than their competition business.

2. How is the service offering by KFC staff member?

This question is vital because it can help the company to note how their employee perform their service to the client and the way the workers should improve their service with their customer.

3. If we say 'KFC' which kind of food will came up though your brain?

This question is vital because it can help the business to really know what type of food that came up though customer mind and notice why the client think of the meals to begin with.

4. The price from KFC food could it be expensive or not?

This question is very important because it help the company to notice why their sales are lessening is it because of the price of the food or others reason.

5. Do you prefer the surroundings in KFC?

This question is very important since it help the company to notice the environment in their company and allow company to improve their environment so that the customer will feel safe at come to the restaurant.

6. Food that you like the most from KFC?

This question is very important because it help the business to notice that what customer like the most from the company products and how the company should create new products to catch the attention of more customers.

7. Which advertisements has cause you to remember until now on KFC?

This question is very important because it help the company to notice how important advertising are and how the business can draw in customers by putting a advertisements on tv, radio, internet, publication, magazine and more.

8. Do you prefer the flavour of the food offering by KFC?

This question is vital because it help the business to notice that what is the flavour that are ideal for the customer and how do restaurant improve the likes of food at the restaurant so it will keep the clients for not going to the rival restaurant.

9. Is there whatever KFC must improve?

This question is vital because it help the company to note how important that we need to improve our products or service because if we are improving our customer may snatch from others competition.

10. Do you like the packaging and design for KFC restaurant?

This question is vital since it help the company to note the bundle design attacked the customer or not. Also to know our design whether can entice the customer or not. If the customer can provide us more information about the design. We are able to follow the info to boost our creativity to attack more customer including the children.


This report derive from Miss Phoon point of view of the fast food restaurant 'KFC'. Pass up Phoon says that she like KFC service because of some reason. Pass up Phoon also say that the price are a little expensive. She anticipation that KFC will lessening the price of they food. Neglect Phoon also speak about about the tv set commercial is kind of boring. She hope that KFC changes the thought of commercial. For additional information, please refers to the ten answers below.

1. The reason I choose KFC out of others fast food restaurant is because I came with my parents to consume fried chicken breast. Because my parents can't stand burger or pizza and they like fried chicken breast more than others western foods. So I choose to come KFC because of my parents.

2. I like the service that are perform by the KFC employees. The reason I love their service is because they is each day when I have to went to KFC to order a bucket of fried chicken breast to eliminate because that day I didn't prepare food and my children are busy going outside to consume so we decide to choose KFC. When I order a bucket of fried chicken breast and the worker tell that I must hang on about 10 to a quarter-hour and the also offer me a soda free of charge but compare to others junk food restaurant their didn't notify me I have to wait for half an hour.

3. After you say 'KFC' I will first think of fried chicken breast. The reason why I of fried rooster is because KFC established fact of retailing fried poultry. Example, easily say 'Mc Donald's' we will think of burgers. Associated with also say like KFC because Mc Donald's established fact by selling burgers.

4. The purchase price for KFC food is kind of expensive. EASILY want to consume fried chicken I can just visited the roadside stall to buy fried hen. The reason why I still went KFC is due to side dishes. It is suggested if the purchase price for KFC food can lower a bit it'll be a lot more better.

5. The environment is comfortable for us to eat food and we can only stay for some time. Nothing like starbucks we can stay long enough because the atmosphere at KFC are junk food restaurant.

6. The meals I like in KFC restaurant are their fried poultry, chesses wedges plus more. Their fried fowl have many flavor like original and spicy. The most recent likes for KFC fried fowl, think is tom yam flavor maybe.

7. The advertisement that I recall are a family eating at KFC as well as their family. But I believe is kind of boring because I almost a decade that KFC are still using this type of idea to put up their advertisement. It might be good if KFC change their notion of advertising a bit.

8. Yes. I like the preference of food provide by KFC but sometimes the flavour of the meals aren't good. I check it out at the at others KFC restaurant and it have different likes. I KFC should improve the of their food so it can flavor the to the others KFC restaurant.

9. I think KFC should improve their technology service such provide Wi-fi to the clients.

10. Yes. I like the product packaging design from KFC because I love the color which is very beautiful compare to the old presentation from KFC


Mystery shopper is a way to research the marketplaces. There are three types of hospitality industry service like junk food restaurant, hotels and cruises. I choose to do the junk food restaurant industry. The junk food restaurant that we possessed choose are KFC. I've make ten questions to ask KFC customers Neglect Phoon. Corresponding to Miss Phoon, that she like the service provide by KFC employees. She also say that whenever she think of fried fowl, the first thing that arrived through her brain are KFC. She also say the price is a little expensive if KFC would decreasing the price it would be much better the environment in KFC is quite comfortable if KFC can improve their environment it might be better. Miss Phoon wish that the ad can change since it was kind of boring. She also wish that KFC can control the likes to be same to every KFC restaurant. If KFC also provides WIFI in every their restaurant and she also like KFC new packaging.


Food trends that happen in Malaysia of 21st century. Nowadays, many people care about their health and they want health life to inherit to the new technology. So they suggest healthy food choices to supply for the coffee lover so that they can maintain their life without anything happen. Nowadays, many parents nourish their children with organic, natural and no preservatives foods. Parents give food to their children has directed innovation focus on distribution to serve this market. Some company has reached for the convenience of cans and jars. Small-batch fresh and iced fruit, vegetable, legume and whole grain foods have become more widely available from companies. Men are embracing food for preventative health progressively more and manufacturers are taking greater interest in the way the "spouse" thinks about nutrition. Soy provides men protection against prostate tumors, heart disease, baldness and even hair thinning.


I have obtained a new shop whole lot and I wish to start a restaurant. But how must i attract customers? Here is the few ways to draw in customers.



Advertising is a way to catch the attention of to try your products or service. Advertising can be use at television, newspaper, magazine, radio, internet and more. I choose to put my advertisements for my restaurant on newspaper. The publication are publish for food industry.

2. 2. 2 WEBPAGE

Nowadays, no didn't people use internet. Internet is way to connect to the world. Many people has began to use internet to open a webpage for their business. We are able to open a web page to present our restaurant foods, put some picture of the foodstuffs from our restaurant and more. It will entice more customers by available a website.


Promotion is a best way to get customers. Offers are essentially a offer to the customer. We can execute a promotion in our restaurant. Therefore the customer visit after understanding that our restaurant have campaign. Example, if the client orders a burger and a soda. We can the client that if you order in set in place it will be more cheap.


Hire should a favorite artist or performer to my restaurant and it is ways to attract customers to come quickly to my restaurant. Designer is a very powerful influences and can make the clients to buy my products or service.

2. 2 I ARGEE

I argee. That people have to consider demographics factors to identifying our customers. Demographic is a data that related to human growth human population. In the data of demographic, they can be few factors that will change the client buying electric power.


Demographic environment is a data that related to a report of human development population. The real human growth populace factors will be the population of a given race, location, era and occupation.

2. 2. 1. 1 RACE

Every country have different races but not every country have more than three races. In Malaysia, we've different races such as Malay, Chinese language, Indian and much more. Different races have different tastes. For Malay people, their like something that likes more spicy like curry, laksa, nasi lemak plus more. For Chinese people, we like something that likes more salty and sour. Chinese people also like spicy foods but not every Chinese language people like spicy foods. For Indian people, their style are more like Malay people. Their like spicy foods like curry and more. Our restaurant should provide foods that likes spicy to Malay people and Indian people customers that like spicy foods. As for Chinese people, our restaurant should provide foods that taste more salty and sour. It might be better if our restaurant provide a menu that suits every customers flavor.

2. 2. 1. 2 LOCATION

Location is very important for running a business. Decide on a good location can help us increase our sales in many ways. In Malaysia, almost all of the restaurant are opened up nearby the town because more customers are in the city. But recently, most of the Pizza Hut restaurant are now opened nearby properties because it is more easy for the client. It make the customers visit our restaurant more often when the positioning is near their house. Because when the location are near their residence, the customers that are not feeling to visit outside to eat. Therefore the customer can also went to our restaurant to order eliminate their food to go back home to eat. It is more easy for the kids who are live near by.

2. 2. 1. 3 AGE

It is nothing like everybody can acknowledge new things but many people can easily recognize and a lot of people can't even admit. We sells western foods. Malaysia is a east country and we have even different races so it will be hard for us to accept western foods. But our restaurant is very well suited for the younger generation people because youthful generation people like something new. So their can certainly accept western foods compare to the middle generation people. It isn't like middle generation people cannot recognize western foods however, many of the middle technology people can't acknowledge westerns food. However the older technology people can't even agree to western foods. It is hard for the more aged generation visitors to try something new. Most of the older technology people prefers to eat their traditional foods like laksa, nasi lemak, roti canai, mee rebus, nasi kandar plus more. I suggest that our restaurant should then add other food to the more mature generation people so it will suit their preferences. In addition, it can help us to increase our sales.

2. 2. 1. 4 OCCUPATION

Every person have to earn for their living. The one different is the fact how much their earn and when you earn more you can spend more on your living style. A high income workers prefer to spends more on the living style. A lot of the customer in our restaurant are middle class and low income employees. High income staff like to spend their money at a five star hotel restaurant compare to a normal restaurant because high income employees prefer to take their time to take pleasure from their foods and they like to have better service but compare to a normal restaurant. The customer in the standard restaurant wish to have their foods provide in front of them as quickly as possible. Additionally it is a factor which makes have make our restaurant sales that are falling because the client prefers to go to other restaurant because of their income and job.


I have bought a fresh shop and intend to opened a restaurant. A couple of few ways for me to get customers. First, I intend to put a advertisement on a publication. Second, I plan to opened a webpage to present my restaurant. Third, plan a promotion to attracts customers. Previous, will be employ the service of several singer or actor to promote our restaurants. I argee that people have to consider demographics factors to discovering our customers. Demographic is a data that related to individuals growth human population. In the info of demographic, they are simply few factors that will change the client buying vitality. Here's are the few factors that are location, age of the clients, race and the actual occupation for the customers.

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