Additional Coverage:
- I ate KFC for the first time in years, and I see why a turnaround effort is needed (businessinsider.com)
KFC’s “Kentucky Fried Comeback”: A Finger-Lickin’ Inconsistent Experience?
KFC recently launched its “Kentucky Fried Comeback” campaign, aiming to revitalize the brand and win back customers from competitors like Popeyes and Raising Cane’s. But is the Colonel’s secret recipe enough to bring back the glory days?
I embarked on a KFC pilgrimage across Southern California, visiting three locations, to find out. My experience?
Let’s just say it was a mixed bucket.
KFC acknowledges the need for a makeover. President Catherine Tan-Gillespie admits customer satisfaction has dipped, and the brand is working to improve consistency and quality. But my three-county tour revealed a glaring inconsistency in the customer experience.
My first stop, in Santa Barbara County, was a nostalgic disappointment. The restaurant itself felt dated, with peeling paint and a lingering smell of old frying oil.
The food fell flat. The Famous Bowl, once a personal favorite, was a soggy mess.
The chicken, both bone-in and tenders, lacked crispiness, and the new Dr Pepper with sweet vanilla cream was overwhelmingly sweet.
Next, I ventured to Los Angeles County. This location was a breath of fresh air, literally.
Bright, airy, and recently renovated, the restaurant offered a much more inviting atmosphere. And the food?
A dramatic improvement. The extra-crispy chicken was outstanding, the Famous Bowl was a respectable rendition, and the newly re-released potato wedges were a welcome addition.
This location was bustling with customers, and I could see why.
Finally, I landed in Ventura County. This restaurant fell somewhere in the middle. The interior was updated and pleasant, and the food was perfectly satisfactory – not bad, but not memorable either.
The verdict? KFC’s menu isn’t the problem; it’s the inconsistency.
While some locations are clearly stepping up their game, others are lagging behind. For the “Kentucky Fried Comeback” to truly succeed, KFC needs to ensure every customer receives the same high-quality experience, regardless of location.
Until then, it’s just a new coat of paint on the same old bucket.
Read More About This Story:
- I ate KFC for the first time in years, and I see why a turnaround effort is needed (businessinsider.com)