Question

Provide an overall review of Tim Hortons. Provide recommended strategies to improve their business under the impact of COVID-19.

Answer 1

The Tim Hortons chain was founded in 1964 in Hamilton, Ontario. The chain's focus on top quality, always fresh product, value, great service and community leadership has allowed it to grow into the largest quick service restaurant chain in Canada specializing in always fresh coffee, baked goods and homestyle lunches.

Tim Hortons is a good place to have a coffee and eat lunch. Employees seem pretty nice and the value you get for your dollar. Customers think it is good compared to other coffee places out there, and there’s no match for the ice cap it’s delicious, but customers warn not to download Tim Hortons app. Because it's sending lot of spam and junk mails to the customers.

Recommendations

1. Control all franchisees equally. Because customers are complaining that some franchisees are racist, the employees are not behaving well etc. So customer service should be improved.

2. Make the Tim Hortons app more user-friendly. Digital touchpoints like mobile orders and the Tim Hortons Rewards loyalty program both saw an uptick in customer engagement and demand in the last quarter and are at the heart of its differentiation efforts.
3. Almost 90% of sales volumes will be through the combination of drive-through and mobile order-and-pay. So delivery will aslo be a boon for the company during the pandemic.
4. Improve digital marketing

A lockdown situation means more computer-related activities. Take advantage of customers spending more time looking at websites, reading your advertisements. This will increase the online orders.