{"id":5583,"date":"2014-10-28T18:17:11","date_gmt":"2014-10-28T12:47:11","guid":{"rendered":"https:\/\/simplify360.com\/blog\/2014\/10\/28\/social-customer-service-review-mcdonalds-india\/"},"modified":"2023-08-18T05:30:25","modified_gmt":"2023-08-18T05:30:25","slug":"social-customer-service-review-mcdonalds-india","status":"publish","type":"post","link":"https:\/\/simplify360.com\/blog\/social-customer-service-review-mcdonalds-india\/","title":{"rendered":"Social Customer Service Review: McDonalds India"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"5583\" class=\"elementor elementor-5583\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7f928c0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7f928c0\" data-element_type=\"section\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7edcf8f3\" data-id=\"7edcf8f3\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-17f5f414 elementor-widget elementor-widget-text-editor\" data-id=\"17f5f414\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The McDonald&#8217;s Corporation is the world&#8217;s largest chain of hamburger fast food restaurants, serving around 68 million customers daily in 119 countries across 35,000 outlets.<br \/><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/Mcdonalds-logo.jpg\" alt=\"Mcdonalds-logo\" width=\"486\" height=\"365\" \/><br \/>In this post we will be reviewing the social customer service performance of McDonalds India. They have an active presence in Facebook but their account on twitter is not so active. The last post was 3 months ago.<br \/><strong>Element 1 \u2013 Tone of Messaging<\/strong><br \/>The tone of messaging is a little formal.<br \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/McDonalds-Facebook.png\" alt=\"McDonalds\" width=\"495\" height=\"148\" \/><br \/><strong>Element 2 \u2013 Are they sending canned responses, without understanding the context?<\/strong><br \/>They do not send canned responses. It is with understanding the context.<br \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/McDonalds-Facebook-response.png\" alt=\"McDonalds\" width=\"501\" height=\"239\" \/><br \/><strong>Element 3 \u2013 Turnaround Time<\/strong><br \/>The turn around time of McDonalds India is pretty long. They respond to complaints after days. It ranges from 8 hours to 8 days which is very bad as a brand.<br \/><strong>Element 4 \u2013 Is brand sending personalized replies?<\/strong><br \/>They do send personalized replies by mentioning the person who complaint on their pages.<br \/><strong>Element 5 \u2013 Is brand following up on the complaints?<\/strong><br \/>In the period of our study, we do not see proper following up of complaints. Though there are instances where customers said that their grievances were addressed.<br \/><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/McDonalds-Facebook-response-apology.png\" alt=\"McDonalds\" width=\"491\" height=\"331\" \/><br \/><strong>Element 6 \u2013 Is brand answering to all the queries?<\/strong><br \/>Though the brand respond to queries, not all queries were answered. For example the comment posted to one of <a href=\"\/\/www.facebook.com\/McDonaldsIndia\/photos\/a.109679709071961.5087.109393465767252\/846199145420010\/?type=1&amp;comment_id=846762028697055&amp;offset=50&amp;total_comments=258\" target=\"_blank\" rel=\"noopener noopener\">their post <\/a>below could have been taken down atleast if not responded.<br \/><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/McDonalds-Facebook-bad.png\" alt=\"McDonalds\" width=\"501\" height=\"300\" \/><br \/>Here is another case of unattended comment. The whole culprit to this is not allowing fans to comment on their Facebook page.<br \/><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/McDonalds-Facebook-unresponded.png\" alt=\"McDonalds\" width=\"485\" height=\"408\" \/><br \/>Another case of unattended tweet on Twitter.<\/p><blockquote class=\"twitter-tweet\" lang=\"en\"><p><a href=\"https:\/\/twitter.com\/kan16agarwal\">@kan16agarwal<\/a> <a href=\"https:\/\/twitter.com\/mcdonaldsindia\">@mcdonaldsindia<\/a> True. Pathetic Service. Most of the times you dont get Shakes or Ice tea.They need to upgrade it.<br \/>\u2014 atharv johri (@atharvjohri) <a href=\"https:\/\/twitter.com\/atharvjohri\/status\/516999674033487872\">September 30, 2014<\/a><\/p><\/blockquote><p><script src=\"\/\/platform.twitter.com\/widgets.js\" async=\"\" charset=\"utf-8\"><\/script><br \/><strong>Element 7 \u2013 Is the brand present on major complaint forums?<\/strong><br \/>Their brand is mentioned or present in major complaint forums except they never responded to them.<br \/><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/Mcdonalds-mouthshut.png\" alt=\"Mcdonalds\" width=\"664\" height=\"535\" \/><br \/><strong>Element 8 \u2013 Is brand sending duplicate replies?<\/strong><br \/>When McDonalds India rarely respond, there is no duplicate reply.<\/p><p><strong>Conclusion<\/strong><br \/>In summary, McDonalds India needs to pull up their socks. At present it looks like a one way street with the brand only pushing content and responding only to complaints and queries once in a blue moon.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>The McDonald&#8217;s Corporation is the world&#8217;s largest chain of hamburger fast food restaurants, serving around 68 million customers daily in 119 countries across 35,000 outlets. In this post we will be reviewing the social customer service performance of McDonalds India. They have an active presence in Facebook but their account on twitter is not so &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-mcdonalds-india\/\"> <span class=\"screen-reader-text\">Social Customer Service Review: McDonalds India<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":13,"featured_media":5584,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"categories":[1643,1707],"tags":[],"class_list":["post-5583","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-social-crm","category-social-customer-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Social Customer Service Review: McDonalds India - Simplify 360<\/title>\n<meta name=\"description\" content=\"Mcdonalds India have a long way to go. Their customer service once in a blue moon will take them no where\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-mcdonalds-india\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Social Customer Service Review: McDonalds India - Simplify 360\" \/>\n<meta property=\"og:description\" content=\"Mcdonalds India have a long way to go. 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