Service Quality Audit- MCDO (MARKSEV)

 Service Quality Audit- McDonald

	P	NS	S	VS	E
1. Product Element				V
2. Price & other cost consideration				V
3. Place, Time & Cyberspace					V
4. Promotions & Education			V
5. Productivity & Quality		V
6. Process				V
7. Physical Evidence				V
8. People			V

 

1. Product Element:

Meal: Chicken Mc Saver (one piece chicken) with drinks.

   For the element product, the rating that I can give is Very Satisfactory since the taste is very yummy and it can quench my hunger and then it has already a cup of Coca-Cola so it is a cool meal to have. The chicken is very crispy and crunchy so I feel more satisfied of the tenderness and quality of its meat. I think the meal is ideal for the people who are always on the go and very busy that looks for any indulging lunch or meal of the day.

2. Price & other cost consideration:

Meal and Drinks cost only P79.

            Upon reviewing the price, I can say that the selling price is very satisfactory as it seems to be very affordable and it has value for money. I think P79 pesos are not expensive for its taste and meal composition since it has already a cup of coca cola. Then I think it is better to have also the two-piece that is priced at 99pesos only.

3. Place, time & cyberspace

Taft Ave. @ 1pm.

            The accessibility of the location from my home address makes it easy for me to reach McDo by walking in 5 minutes only. It is a very satisfactory because it is very accessible and I don’t need to take any means of transportation. The location is also beside DLSU and across-DLS-CSB so the strategy to get regular customers especially school days will be very easy for McDO.

4. Promotions & education:

Tarpaulin of Chicken Mc Saver at P99 for 2 piece chicken and Chicken Mc Saver for one piece at P79

            Promotion is good showing an ad for Chicken McSaver for one piece is 79 and if two pieces the price is only P99. The promotion strategy is catchy and if practical decisions, most customers will go for P99. The picture is very enticing that one should taste the chicken and have time to eat it.

5. Productivity & quality:  

No customer feedback form

            I inquired for the customer feedback form if the establishment provides it but the company does not have it. I think lunch time is the most productive time as there are many customers. On the other hand, since the company does not have a form for customer feedback, I feel a little disappointed on how the company can monitor customer ideas and comments. I think that the management must consider the essence of customer feedback. Since there is no customer feedback form used, I can give Not Satisfactory.

6. Process:

Get out from house walk to McDonald(walking distance for 5minutes) → Enter to McDonald establishment → Take the order of MC Save Chicken Meal with one piece chicken → Pay for the order → Get a change → Seat at a table → Eat the ordered Mc Saver meal chicken → Get out from the McDonald → Go home.

My rating is VS due to easy steps to take. It is very near to my home location.

7. Physical evidence:

I got the Official Receipt or OR. My rating is VS as it clearly shows the amount of the product.  OR is very essential as the law provides this condition in all businesses.

 8. People:

            I saw guards near the parking area, some employees, some students, customers, service crews that are mopping, cleaning tables, cashier for taking orders and presenting OR and the manager who assist the cashier and other staffs. I can say that rating is VS as it shows good volume and presence of people. The more people come and go to the McDO establishment, there is a bigger chance for the higher sales attainment.