Search

IN FOCUS
COMMUNITY | Staff Reporter, Australia
Published: 28 Nov 11
2658 views


"McCafé was not meeting customer expectations" states McDonald's Australia Catriona Noble

McDonald's Australia is always innovating, whether it is overhauling their McCafe concept or now offering a salad with all value meals. Read this exclusive interview with their CEO, Catriona Noble to find out what's next.

QSR Media: Is the verbal prompt/suggestion for a salad making any difference from a sales point of view?
Catriona: It’s too early to say at this stage – we’ve been offering the opportunity to choose for just under two weeks. We would anticipate our swap salad for fries option will have a positive response from customers. Many of our customers choose to swap occasionally, so by including it in the price of an Extra Value Meal we’ve made it easier for them to enjoy a serve of fresh vegetables,

QSR Media: menu board labelling - how are your customers responding so far?
Catriona: Again it’s early days but the feedback thus far from our customers has been positive and supportive.

QSR Media:  We recently interviewed some other QSR leaders who believe the government needs to invest a lot more in education around obesity and food choices, would you agree with this sentiment?
Catriona: Education is important. We would certainly be open to discussing initiatives with the Government. Equally as important is the investment we continue to make to provide choices across our menu and to improve the nutritional value of our food for example by reducing sodium.


QSR Media:  McDonald's Australia recently changed their coffee offering, what has been the response?
Catriona: Early this year we faced up to an uncomfortable truth – McCafé was not meeting customer expectations and our coffee was not up to scratch. We wanted to let our customers know that we had been, and always will be, listening to them, and we invested significant time and resources to improve the McCafé – every time they visit. We retrained our crew to be dedicated baristas. We changed our beans to a richer darker blend. And, most important of all we told customers “if you’re still not satisfied with our coffee, bring it back and we’ll replace it for free”!

The response so far has been great. Customers have noticed the changes and appreciate that we’ve listened to what they have to say.

We are the largest coffee chain in the country, and we also want to be the most loved and this is reflected in the customer response so far.

We were also very pleased that in a recent independent poll conducted by Canstar Blue, McCafé came out on top for customer satisfaction and price.

QSR Media:  Where do you see growth opportunities?
Catriona: While the burger and fries is the heart of our business, we’ve continued to innovate and push people’s expectations in terms of what a quick service restaurant can offer. If you told a McDonald’s licensee 40 years ago that they’d be serving salads or offering quality barista-made coffee, they might not have believed you. But these things have happened as a result of us listening to our customers.

We’re continuing the journey we started more than a decade age to address community concerns around the nutritional value of our menu options and offer a greater choice to customers. We have made many positive changes including healthier options for both adults and kids and ensuring nutritional information is easily accessible so customers can make informed choices.

In the future McDonald’s will continue that journey of listening to customers needs and seeking to innovate to offer what they want, whether that’s healthier choices, improvements to our service or changes to our restaurant designs.

QSR Media: The carbon tax - what kind of impact will this have on McDonald's?
Catriona: At this point we’re in the process of reviewing the legislation. What I can tell you is that McDonald’s will always deliver great value prices for our customers. 



Sign up for our newsletter

 

Do you know more about this story? Contact us anonymously through this link.

Click here to learn about advertising, content sponsorship, events & rountables, custom media solutions, whitepaper writing, sales leads or eDM opportunities with us.

To get a media kit and information on advertising or sponsoring click here.

Tags: Catriona Noble, McCafe

LATEST COMMUNITY JOBS »
  • No jobs posted on this category.
    MOST READ EXCLUSIVES

    2014: Year in Review

    2014: Year in Review

    QSR Media's Year in Review offers a look at the big news of 2014.

    by STAFF REPORTER
    12 Dec 2014 | 2728 views
     

    Carry Out is the 2nd largest ordering method in Australia

    Carry Out is the 2nd largest ordering method in Australia

    According to an NDP report for QSR Media, when visiting the food service industry, carry out is preferred in one in three occasions.

    by STAFF REPORTER
    5 Jan 2015 | 945 views

    Analyst shares 2015 predictions

    Analyst shares 2015 predictions

    Predictions for Casual Restaurants and Fast Food Retailers for 2015 and beyond by IBISWorld Senior Industry Analyst, Stephen Gargano.

    by STAFF REPORTER
    18 Nov 2014 | 827 views
     

    Guzman Y Gomez is most popular Mexican brand

    Guzman Y Gomez is most popular Mexican brand

    emma reports that Guzman Y Gomez is leading in the competitive Mexican market.

    by STAFF REPORTER
    28 Nov 2014 | 680 views

    Subway and Grill'd closely associated to ‘healthy alternative’ offering

    Subway and Grill\'d closely associated to ‘healthy alternative’ offering

    emma shows consumers most closely associate the Subway and Grilld brand with offering a ‘healthy alternative’.

    by STAFF REPORTER
    12 Jan 2015 | 648 views
     

    “Fast” and “casual” resonate with laid-back yet time-poor Australian consumers

    “Fast” and “casual” resonate with laid-back yet time-poor Australian consumers

    Euromonitor International’s consumer foodservice analyst Julia Illera gives her thoughts on the growing appeal of fast casual outlets within fast food in Australia.

    by STAFF REPORTER
    10 Nov 2014 | 439 views

    GYG launches breakfast menu; Grill'd fuses ice pops and cocktails; Subway parties at Gold Coast

    GYG launches breakfast menu; Grill\'d fuses ice pops and cocktails; Subway parties at Gold Coast

    Find out what the QSRs have been up to in social media this week.

    by STAFF REPORTER
    5 Jan 2015 | 398 views
     

    Chatime gives out free samplers; Zambrero opens new location; Crust gives away a pizza party

    Chatime gives out free samplers; Zambrero opens new location; Crust gives away a pizza party

    Find out what the QSR's have been up to on social media this week.

    by STAFF REPORTER
    17 Nov 2014 | 367 views

    A consultant's thoughts on the ethical dollar in QSR

    A consultant\'s thoughts on  the ethical dollar in QSR

    Nicole Venter, Consumer Strategy - Digital - Retail Specialist at Retail Oasis shares her thoughts on the issue.

    by STAFF REPORTER
    28 Nov 2014 | 328 views
     

    Crust goes Korean; Easy Way brings back a summer favourite; Mad Mex offers $2 tacos

    Crust goes Korean; Easy Way brings back a summer favourite; Mad Mex offers $2 tacos

    Find out what the QSR's have been up to on social media this week.

    by STAFF REPORTER
    10 Nov 2014 | 298 views

    Hudsons's introduces new drink; Subway shares event photos; Oporto opens new location

    Hudsons\'s introduces new drink; Subway shares event photos; Oporto opens new location

    Find out what the QSR's have been up to on social media this week.

    by STAFF REPORTER
    24 Nov 2014 | 295 views
     

    Rory Duncan, General Manager of Autolyse

    Rory Duncan, General Manager of Autolyse

    On selling good products, listening and keeping employees happy.

    by STAFF REPORTER
    14 Nov 2014 | 292 views

    Mark Koronczyk, founder of Lord of the Fries

    Mark Koronczyk, founder of Lord of the Fries

    On being ethically conscious, maintaining high standards and saving the planet.

    by STAFF REPORTER
    10 Nov 2014 | 277 views
     

    geo-emma data shows ‘Fast Food & Takeaway’ spend overlayed to local areas

    geo-emma data shows ‘Fast Food & Takeaway’ spend overlayed to local areas

    Highlights Perth and its household spend on fastfood and takeaways.

    by STAFF REPORTER
    14 Nov 2014 | 236 views

    Driving Millennial Traffic

    Driving Millennial Traffic

    Here's a look at insights about Millenials in the Australian foodservice industry.

    by STAFF REPORTER
    24 Nov 2014 | 223 views
     

    Red Rock joins Red Lands Christmas Carols; Grill'd searches for its number plate; Crust's free pizza for a mate

    Red Rock joins Red Lands Christmas Carols; Grill\'d searches for its number plate; Crust\'s free pizza for a mate

    Find out what the QSR's have been up to on social media this week.

    by STAFF REPORTER
    8 Dec 2014 | 217 views

    Zarraffa's brings back a crowd favourite; Noodle Box whips up Asian salads; Mrs. Fields offers special deals

    Zarraffa\'s brings back a crowd favourite; Noodle Box whips up Asian salads; Mrs. Fields offers special deals

    Find out what the QSR's have been up to on social media this week.

    by STAFF REPORTER
    1 Dec 2014 | 215 views
     

    Domino's opens 1400th store; Pizza Capers offers half off on 2nd pizza; Coffee Club gives away cash prize

    Domino\'s opens 1400th store; Pizza Capers offers half off on 2nd pizza; Coffee Club gives away cash prize

    Find out what the QSRs have been up to in the social media this week.

    by STAFF REPORTER
    22 Dec 2014 | 214 views

    Muffin Break partners with Chatty Kidz to give away free books

    Muffin Break partners with Chatty Kidz to give away free books

    Free books on offer.

    by STAFF REPORTER
    13 Jan 2015 | 203 views
     

    Hudson Coffee welcomes new franchisee; GYG gives away free burritos; Chains get in the Christmas spirit by way of giveaways

    Hudson Coffee welcomes new franchisee; GYG gives away free burritos; Chains get in the Christmas spirit by way of giveaways

    Find out what the QSR's have been up to on social media this week.

    by STAFF REPORTER
    15 Dec 2014 | 194 views

    Filipe Barbosa, Chief Executive Officer of Gelatissimo

    Filipe Barbosa, Chief Executive Officer of Gelatissimo

    On guiding and leading, being "destinational" and breaking into international markets.

    by STAFF REPORTER
    24 Nov 2014 | 182 views
     

    Noodle Box launches Asian inspired salads; Donut King holds Churros selfie contest; Pizza Capers gives away year's worth of pizzas

    Noodle Box launches Asian inspired salads; Donut King holds Churros selfie contest; Pizza Capers gives away year\'s worth of pizzas

    Find out what QSRs have been up to in social media this week.

    by STAFF REPORTER
    12 Jan 2015 | 171 views

    The success of Bing Boy

    The success of Bing Boy

    Bing Boy Managing Director Ming Ma shares the success of the brand and its plans for the future.

    by STAFF REPORTER
    19 Dec 2014 | 130 views
     

    KFC launches website for community projects

    KFC launches website for community projects

    KFC talks about their newly launched CSR hub.

    by STAFF REPORTER
    19 Dec 2014 | 59 views
    close Don't Show Again

    STAY INFORMED! Get our free weekly newsletter