Case Study: McDonald's achieves real-time customer issue resolution with know'N'act

know’N’act helps McDonald’s get real-time insight into customer issues

McDonald’s, one of the world’s most recognized restaurant brands, needed a faster way to monitor and respond to customer complaints and feedback in the digital age. With issues spreading quickly across social platforms, the company turned to know'N'act for real-time insight into customer perceptions and location-based issues.

know'N'act implemented a system that identified issues as they happened, alerted restaurant managers to respond immediately, and tracked trends by location and over time. The result was near-zero lag between incident and resolution, helping McDonald’s improve customer engagement, reduce social media crises, strengthen loyalty, and support revenue growth while lowering customer attrition.

McDonald's

Rameet Arora

Marketing Head