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Burger King patrons may soon notice a few changes, driven by updates that the fast food chain’s customers said they wanted.
“Earlier this year, we opened up our phone lines and invited people to share their honest feedback, and they did,” a Burger King spokesperson told Fox News Digital.
“One of the biggest takeaways was that our guests want to feel welcome when they walk in, know that their order will be completed as they requested, and have the confidence that if something is wrong, we will fix it.”
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Burger King said the initiative resulted in thousands of phone calls and text messages from customers.
Four months later, the company is introducing two strategies aimed at improving customer service and order accuracy.
Burger King has launched two new initiatives after listening to customer feedback. (Eva Marie Uzcategi/Bloomberg via Getty Images)
The Your Way Champion is a “reimagined restaurant manager position designed to empower restaurant leaders and put the guest experience first,” Burger King announced in a press release. The Champion will wear a special uniform and act as a coordinator for clients, overseeing the customization of orders and their satisfaction.
The Whopper Guarantee ensures that if the Whopper, Burger King’s signature hamburger, doesn’t meet a customer’s expectations, “the brand will not only continue to remake it on the spot, but will also offer the guest the next Whopper for free,” which can be redeemed using a QR code.
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“It’s about bringing ‘Have It Your Way’ to life every day at every restaurant,” Burger King told Fox News Digital.
“The Your Way Champion puts hospitality first and the Whopper Guarantee gives guests confidence that we will support our flagship product the way they want it. Together, they are challenged to earn trust one visit at a time.”
Burger King’s new “Whopper Guarantee” promises to meet customer expectations or remake the burger and offer them a free one. (Julian Stratenschulte/Photo Alliance via Getty Images)
Burger King’s announcement of the changes received mixed reactions from social media users.
“Listening to your guests and acting on their feedback is what builds long-term loyalty,” wrote one user on LinkedIn. “Glad to see Burger King continue to invest in both the guest experience and the restaurant team that makes it happen every day!”
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“I’m glad to see a brand that actually listens to their guests,” wrote another on the platform. “The “Champion in His Own Way” role + Whopper Guarantee is a brilliant move. This is how you raise the bar in QSR (quick service restaurants). Excited to experience this!”
Burger King successfully implements its “Have It Your Way” slogan as the “Home of the Hulk.” (John Keeble/Getty Images)
“Thanks to a couple of champions,” a Facebook user wrote about a recent experience at Burger King in Canada.
“I don’t think I’ve ever seen two people do their jobs and take care of customers as much as I do. Aalisha and Erwin were both happy, attractive, and a joy to watch as I sat in this very clean restaurant. I’ve been in the hotel business for over 20 years and it’s hard to impress…but they did it. Well done.”
Several other social media users expressed disappointment, saying Burger King was putting its customers before its employees.
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“Burger King is the worst place to work,” one person wrote on LinkedIn. “I’ve been working there for seven and a half years and I’m the breakfast coordinator. I make $16.35 an hour and they refuse to give me a raise, which is bullshit.”
“We don’t make much and work too hard to do it all,” someone else wrote on Instagram. “I noticed that this company truly loves its customers more than its employees. It’s sad.”
Burger King’s new “Your Way Champion” will wear a recognizable uniform and respond to customer requests. (Julian Stratenschulte/Photo Alliance via Getty Images)
Several other commenters weighed in on specific menu items they missed or wish they could bring back or change. Many users have expressed their love for the Whopper, which Burger King describes as “America’s favorite burger” and the brand’s “best-loved product.”
“I don’t really care about the service, I just really like the Whopper!” someone wrote on Facebook.
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Burger King will continue to collect feedback and use it to “turn these ideas into meaningful improvements at our restaurants,” the network told Fox News Digital.
Teresa Mull is a freelance writer on the Fox News Digital Lifestyle team.