Case Study: McDonald’s Australia achieves faster complaint resolution and revenue-driving CX with InMoment

How McDonald’s Australia Transformed Feedback Into Fuel for Growth

McDonald’s Australia faced a major customer experience challenge at scale: inconsistent complaint handling across a largely franchise-based network, with no centralized workflow or clear link between feedback resolution and revenue. The company was already using InMoment for post-visit surveys, but needed a better way to manage service recovery and unify customer feedback across restaurants.

McDonald’s worked with InMoment to integrate its CRM with the InMoment platform, creating a single view of the customer and a real-time workflow for managing issues. This led to a 96% improvement in case resolution times, stronger franchise alignment, increased platform usage, and digital voucher recoveries that encouraged higher customer spend on return visits.

McDonald's

Michael Dominish

McDonald's