Burger King’s President Spoke With 2,300 Customers—Then The Internet Had Brutal Feedback Of Its Own
Burger King’s President Spoke With 2,300 Customers—Then The Internet Had Brutal Feedback Of Its Own
Sean AbramsSat, July 11, 2026 at 2:30 PM UTC
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Burger King’s President Took 2,300 Customer CallsBurger King
Back in February, Burger King handed customers something far more powerful than a receipt survey: the president’s phone number.
The chain was inviting customers to call or text Tom Curtis directly with everything they loved, hated, or desperately wanted fixed. And people clearly had plenty to get off their chests.
After speaking directly with more than 2,300 guests, Curtis says the quality of Burger King’s service kept coming up, noting that it can vary dramatically from one restaurant to the next. Customers wanted their orders to be more accurate, their interactions to feel friendlier, and their overall experience to be more consistent.
Fast food restaurants are busy, hectic places, with employees and customers trying to survive the same rush from opposite sides of the counter. If Burger King wants to improve what happens inside its restaurants, that means paying attention to what both groups actually need.
In a new video, Curtis can be seen speaking with customers before heading into a Burger King restaurant and introducing himself to employees.
“We need to figure out how we do this everywhere, every day,” he says in the video. “How can we get better?”
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To answer that question, Curtis signed up for actual shifts inside Burger King restaurants, working alongside team members to see what the day-to-day experience looks like from behind the counter.
But once Burger King shared that process online, commenters had no trouble offering another round of feedback.
Many argued that improving service starts with better pay for the employees expected to provide it.
“Pay people more, dude,” one person wrote. Another commenter warned that “an AI built into the headsets is not gonna be the solution.”
Others said Burger King’s problems go beyond service. “The food needs work,” one person wrote, arguing that the chain’s fries, nuggets, onion rings and Chicken Fries tasted better in the ’90s and early 2000s. That same commenter also called out rising prices, while others requested fresh beef patties, smashed burgers, and the return of unlimited soda fountains.
Burger King says it’s now using what Curtis learned from both customers and restaurant teams to develop changes that will begin rolling out in the coming weeks. Only time will tell what those updates will actually include.
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Source: “AOL Money”
