MIAMI, July 23 (Our Florida Times) — Burger King is making two customer-service changes after a feedback push the company says drew thousands of calls and text messages.
From Miami, the chain said it is rolling out a reworked restaurant manager role called the “Your Way Champion” and a “Whopper Guarantee” for sandwiches that do not meet customer expectations.
What is the “Your Way Champion”?
Burger King describes the Your Way Champion as a reimagined restaurant manager role focused on guest experience. The company says the person will have a dedicated uniform and act as a point person for customers. Burger King says the role is meant to help oversee order customization and make sure guests feel heard.
What does the Whopper Guarantee do?
Under the Whopper Guarantee, Burger King says it will remake a Whopper right away if it is not made the way a guest wants. The company says the guest will also get their next Whopper free of charge, using a QR code to redeem the offer.
Burger King has not said in its public materials whether the guarantee applies to every Whopper variation or only to the standard sandwich. It also has not fully explained the QR-code rules.
Why is Burger King doing this now?
Burger King says the changes came after it opened phone lines and text channels earlier this year and invited customers to share honest feedback. The company said it received thousands of responses.
Tom Curtis, president of Burger King U.S. and Canada, has said he personally answered 1,800 customer calls. In another interview, he said Burger King received more than 70,000 incoming communications. Curtis said that feedback helped guide the company’s next steps.
How does this fit with the Whopper changes earlier in the year?
The new service changes follow Burger King’s February update to the Whopper. The company said that version came with a glazed bun, creamier mayonnaise and clamshell packaging instead of paper.
Burger King said that update was reaching more than 7,000 locations nationwide and that it was the first major change to the iconic sandwich in nearly 10 years. The company also said the Whopper still has more than a quarter-pound of flame-grilled beef.
What is still unclear?
Burger King has not said whether the Your Way Champion role will be used in every restaurant or only in some locations. The company also has not said whether the changes will affect wages, staffing levels or franchise costs.
For Florida diners, the main local link is that Burger King’s announcement came from Miami. The changes are chainwide, but they show how the company is trying to respond to customer complaints about order accuracy and food quality.
