{"id":6201,"date":"2026-09-08T12:39:38","date_gmt":"2026-09-08T10:39:38","guid":{"rendered":"https:\/\/www.capkelenn.com\/casos-exito\/mcdonalds-hospital-la-paz\/"},"modified":"2026-10-13T17:07:02","modified_gmt":"2026-10-13T15:07:02","slug":"mcdonalds-hospital-la-paz","status":"publish","type":"casos-exito","link":"https:\/\/www.capkelenn.com\/en\/case-studies\/mcdonalds-hospital-la-paz\/","title":{"rendered":"McDonald\u2019s"},"content":{"rendered":"<p>The Sales &amp; Retail Coaching program certified both the managers of the most important restaurants and McOpCo&#8217;s Operations Consultants and Operations Management \u2014 cultivating a culture of hospitality. In a restaurant located inside a hospital, the customer isn&#8217;t just any customer: they are patients, worried relatives, doctors. The team set out to turn those visit minutes into something different \u2014 and achieved it in just two months.<\/p>\n<ul>\n<li><strong>Certification at every level \u2014 <\/strong>McOpCo Operations Consultants and Operations Management, managers and assistant managers of the most important restaurants, including the one at Hospital La Paz<\/li>\n<li><strong>+16 points on VOICE (friendliness) \u2014 <\/strong>from 68% to 84% in customer-perceived satisfaction in just 2 months<\/li>\n<li><strong>A unique context \u2014 <\/strong>a restaurant located inside Hospital La Paz, with patients and their families as the main customers, in line with the \u201cExperience of the Future\u201d program<\/li>\n<li><strong>A clear mission \u2014 <\/strong>become the \u201cMOST HOSPITABLE RESTAURANT IN THE WORLD\u201d<\/li>\n<li><strong>A mindset shift in the team \u2014 <\/strong>moving from \u201cserving burgers\u201d to building a human relationship with every customer<\/li>\n<li><strong>Team climate first \u2014 <\/strong>starting with the management team, so that, from there, the whole crew is engaged in delighting the customer<\/li>\n<\/ul>\n<p><em>\u201cIn just two months we managed to raise customer-perceived friendliness from 68% to 84%. And it&#8217;s not just personal satisfaction: we&#8217;re selling more, in a better atmosphere and with a better welcome.\u201d<\/em><\/p>\n<p>\u2014 Ver\u00f3nica N\u00fa\u00f1ez, Manager, McDonald&#8217;s Hospital La Paz, Madrid<\/p>\n<p style=\"margin-top:24px\"><strong style=\"font-weight:700\">A key figure<\/strong><br \/>In Algete, after coaching the drive-thru lead, the restaurant beat its peak-hour record: 61 cars and \u20ac2,400 (target: 60 cars and \u20ac2,300).<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The program certified both managers and assistant managers from the most prominent restaurants, as well as McOpCo Operations Consultants and the Operations Management team\u2014fostering a culture of hospitality.<\/p>\n","protected":false},"featured_media":0,"menu_order":10,"template":"","categoria-casos-de-exito":[60],"class_list":["post-6201","casos-exito","type-casos-exito","status-publish","hentry","categoria-casos-de-exito-food-retail-hospitality"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - 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