Search

IN FOCUS
COMMUNITY | Staff Reporter, Australia
Published: 28 Nov 11
2687 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 | 2948 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 | 1155 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 | 747 views
     

    Grill’d considered as the most trustworthy brand

    Grill’d considered as the most trustworthy brand

    emma shows that the Australian consumer see Grill’d as the most trustworthy of all QSR brands.

    by STAFF REPORTER
    26 Jan 2015 | 675 views

    Could “better pizza” work in Australia?

    Could “better pizza” work in Australia?

    Euromonitor International talks about "better pizza" and the Australian market.

    by STAFF REPORTER
    9 Feb 2015 | 564 views
     

    McDonald's on keeping up with the times and its customers

    McDonald\'s on keeping up with the times and its customers

    As a new CEO steps in, we take a closer look at the Australian market.

    by STAFF REPORTER
    2 Feb 2015 | 513 views

    Fast Casual and Mexican dominates H2 growth in 2014

    Fast Casual and Mexican dominates H2 growth in 2014

    Schnitz reported to have the biggest growth.

    by STAFF REPORTER
    16 Feb 2015 | 478 views
     

    Pie Face Founder Resigns

    Pie Face Founder Resigns

    Avoids a boardroom stoush with move.

    by STAFF REPORTER
    16 Feb 2015 | 456 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 | 444 views
     

    Snacking is slipping

    Snacking is slipping

    According to the NDP Group, snacking restaurant visits were considered “nice-to-haves” rather than “must haves”.

    by STAFF REPORTER
    9 Feb 2015 | 407 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 | 245 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 | 240 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 | 228 views
     

    Design and digital wrap-up for QSRs in 2015

    Design and digital wrap-up for QSRs in 2015

    Olivia Cameron and Melissa Webber from Holy Cow!

    by STAFF REPORTER
    28 Jan 2015 | 225 views

    QSR Media Exclusive: A Look At MissChu's Administration Proceedings

    QSR Media Exclusive: A Look At MissChu\'s Administration Proceedings

    Administrator Rahul Goyal reveals how the sale deliberations are going and a new strategy to lower fixed costs.

    by STAFF REPORTER
    26 Jan 2015 | 213 views
     

    Guilt-free chicken tenders launched by Red Rooster

    Guilt-free chicken tenders launched by Red Rooster

    Claimed to be 97% fat free with no artificial flavourings.

    by STAFF REPORTER
    26 Jan 2015 | 207 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 | 204 views
     

    1000 free burritos from Zambrero; Pizza Capers brings back its Empanadas; Store closure announcements due to Cyclone Marcia

    1000 free burritos from Zambrero; Pizza Capers brings back its Empanadas; Store closure announcements due to Cyclone Marcia

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

    by STAFF REPORTER
    23 Feb 2015 | 202 views

    Mark Buckland, Managing DIrector of The Healthy Habits

    Mark Buckland, Managing DIrector of The Healthy Habits

    On driving real change, his business philosophies and his previous life as a lawyer.

    by STAFF REPORTER
    2 Feb 2015 | 201 views
     

    New emma data shows takeaways down 5% Year on Year

    New emma data shows takeaways down 5% Year on Year

    Ipsos’ Enhanced Media Metrics Australia (emma) study shows the biggest loser in the last year has been the trusty takeaways.

    by STAFF REPORTER
    2 Feb 2015 | 187 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 | 184 views
     

    Red Rock celebrates Black Friday; GYG's $5 days; McDonald's jazz it up for Valentines

    Red Rock celebrates Black Friday; GYG\'s $5 days; McDonald\'s jazz it up for Valentines

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

    by STAFF REPORTER
    16 Feb 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 | 171 views
     

    Martin Stepien, Managing Director of Espresso Lane Coffee

    Martin Stepien, Managing Director of Espresso Lane Coffee

    On wearing multiple hats, achieving targets and implementing changes.

    by STAFF REPORTER
    23 Feb 2015 | 165 views

    Eagle Boys to open more Express stores this year

    Eagle Boys to open more Express stores this year

    Brand Manager of Eagle Boys Robin Heslehurst shares new plans and more news about its new Cairns location to QSR Media.

    by STAFF REPORTER
    26 Jan 2015 | 156 views
     

    Little Caesars' bacon-wrapped deep dish pizza coming to OZ?

    Little Caesars\' bacon-wrapped deep dish pizza coming to OZ?

    Not right now, says Little Caesar Director Ernest Koury, but Australians shouldn't be disappointed.

    by STAFF REPORTER
    23 Feb 2015 | 148 views

    Easy Way rallies to 20,000 Facebook likes; Red Rock delivers for free; Red Rooster partners with Quickflix

    Easy Way rallies to 20,000 Facebook likes; Red Rock delivers for free; Red Rooster partners with Quickflix

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

    by STAFF REPORTER
    9 Feb 2015 | 136 views
     

    MissChu turns to social media in effort to boost foot traffic

    MissChu turns to social media in effort to boost foot traffic

    Invites loyal customers to keep patronizing the brand.

    by STAFF REPORTER
    2 Feb 2015 | 133 views

    Muffin Break unveils Muffin Lab; Fergusan Plarre hosts online sale; Eagle Boys offers free Lamingtons

    Muffin Break unveils Muffin Lab; Fergusan Plarre hosts online sale; Eagle Boys offers free Lamingtons

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

    by STAFF REPORTER
    26 Jan 2015 | 129 views
     

    Noodle Box adds extra spice for free; Red Rock offers discounted Family Deal; Easy Way gives away vouchers

    Noodle Box adds extra spice for free; Red Rock offers discounted Family Deal; Easy Way gives away vouchers

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

    by STAFF REPORTER
    2 Feb 2015 | 109 views
    close Don't Show Again

    STAY INFORMED! Get our free weekly newsletter