Core Viewpoint - The company West Be has issued an apology letter addressing customer concerns and announcing a series of adjustments to improve food preparation processes in its restaurants by October 1, 2025 [1][3][4]. Summary by Categories Apology and Customer Engagement - West Be expresses deep apologies for the inconvenience and concerns caused to customers, thanking those who provided feedback [1][3]. - The company emphasizes its commitment to food safety and adherence to national laws and regulations [3][4]. Adjustments to Food Preparation - By October 1, 2025, West Be will implement the following changes in all its nationwide stores: 1. All dishes using soybean oil will switch to non-GMO soybean oil [1][3]. 2. The children's dish "Beef Braised Rice" will be prepared fresh in-store [1][3]. 3. The children's beef patties will be made fresh on-site [1][3]. 4. The children's fish sticks will be replaced with fresh-cut large yellow croaker, fried and baked on-site [1][3]. 5. Lamb skewers will be cut, skewered, and grilled fresh in-store [1][3]. 6. The pork chop in sauerkraut will be adjusted from semi-finished to fresh pork ribs, stir-fried in-store [1][3]. 7. The "Pork Sandwich" will use fresh meat for braising on-site [1][3]. 8. The "Shredded Chicken with Spicy Sauce" will be made with fresh chicken boiled in-store [1][3]. 9. The oatmeal millet porridge will be freshly cooked in-store with added fresh pumpkin slices [1][3]. Commitment to Continuous Improvement - The company acknowledges that the planned improvements are not sufficient and welcomes ongoing customer suggestions for further enhancements [4]. - West Be aims to maintain transparency and invites customers to supervise the implementation of these changes [4].

Core Viewpoint - The company, Xibei, has issued an apology to its customers acknowledging the gap between its production processes and customer expectations, and it is committed to making improvements to enhance customer experience [1][15]. Group 1: Apology and Commitment - Xibei expresses deep apologies for the concerns and troubles caused to customers and appreciates the feedback received [1][15]. - The company reassures customers of its commitment to strict food safety standards and compliance with national laws [1][15]. Group 2: Improvement Measures - Xibei is actively working on addressing customer concerns by adjusting its food preparation processes, moving from centralized kitchen processing to on-site cooking at stores by October 1, 2025 [2][15]. - Specific changes include: - Switching to non-GMO soybean oil for all dishes cooked with soybean oil [2][15]. - Preparing children's meals, such as beef rice and beef patties, on-site instead of using pre-made ingredients [3][4][15]. - Using fresh fish for children's meals instead of pre-processed options [5][15]. - Cooking lamb skewers and pork dishes on-site rather than using semi-finished products [6][7][15]. - Making fresh chicken and porridge with real ingredients at the store [9][10][15]. Group 3: Ongoing Engagement and Transparency - The company acknowledges that the improvements made are not sufficient and invites customers to continue providing suggestions for further enhancements [11][15]. - Xibei emphasizes its commitment to transparency and learning from successful models in the industry [12][13][15].

Core Viewpoint - The company West Be is making significant adjustments to its food preparation processes in response to customer feedback, aiming to enhance customer experience and meet expectations by transitioning from centralized kitchen processing to in-store cooking by October 1, 2025 [1][3][5] Summary by Categories Adjustments to Food Preparation - All dishes using soybean oil will switch to non-GMO soybean oil [4] - Children's meal beef stew sauce will be prepared fresh in-store [4] - Children's meal beef patties will be made fresh in-store [4] - Children's meal cod fish sticks will be replaced with fresh-cut large yellow croaker, fried and grilled in-store [4] - Grilled lamb skewers will be freshly cut, skewered, and grilled in-store [4] - Pork chop sauerkraut will use fresh pork ribs cooked in-store instead of semi-finished products [4] - The braised meat in flaky meat sandwich will be prepared fresh in-store [4] - Shredded spicy chicken will be made with fresh chicken cooked in-store [4] - Oat and millet porridge will be freshly cooked in-store with added fresh pumpkin slices [4] Customer Engagement and Communication - The company acknowledges the gap between its production processes and customer expectations, expressing gratitude for customer feedback and concerns [3][5] - West Be is committed to maintaining strict food safety standards and complying with relevant laws and regulations [3] - The company invites ongoing customer suggestions for improvements and promises to keep customers updated on changes [5]

Core Viewpoint - XIBEI has issued an apology and is committed to improving food safety and customer experience by implementing significant changes in its food preparation processes by October 1, 2025 [2][3][4] Group 1: Food Safety and Quality Improvements - All dishes using soybean oil will switch to non-GMO soybean oil [2] - Children's beef rice and sauce will be prepared fresh in-store [2] - Children's beef patties will be made fresh on-site [2] - Children's cod fish strips will be replaced with fresh-cut large yellow croaker, cooked on-site [2] - Lamb skewers will be freshly cut, skewered, and grilled in-store [2] - Pork chop sauerkraut will use fresh pork ribs, cooked on-site [2][3] - Braised meat in flaky bread will be prepared with fresh meat cooked in-store [3] - Shredded spicy chicken will be made with fresh chicken boiled on-site [3] - Oat millet porridge will be freshly cooked with fresh pumpkin slices added [3] Group 2: Commitment to Transparency and Customer Engagement - The company is actively communicating with suppliers to shorten product shelf life while ensuring food safety [3] - XIBEI encourages customers to provide feedback and suggestions for further improvements [3] - The founder of XIBEI emphasizes a commitment to customer satisfaction and transparency, stating that the company will learn from successful practices in the industry [3][4]

Core Viewpoint - Xibei Restaurant Group is committed to improving food safety and customer experience by implementing significant changes in food preparation and ingredient sourcing by October 1, 2025 [2][3][4]. Group 1: Food Safety and Ingredient Changes - All dishes using soybean oil will switch to non-GMO soybean oil [2]. - Children's beef rice and sauce will be prepared fresh in-store instead of using pre-made products [2]. - Children's beef patties will be made fresh on-site [3]. - Cod fish strips will be replaced with freshly cut large yellow croaker, cooked on-site [3]. - Lamb skewers will be freshly cut, skewered, and grilled in-store [3]. - Pork chop sauerkraut will use fresh pork instead of semi-finished products [3]. - Braised meat in flaky bread will be prepared with fresh meat cooked on-site [3]. - Shredded spicy chicken will be made with fresh chicken cooked in-store [3]. - Oatmeal millet porridge will be freshly cooked with added fresh pumpkin slices [3]. Group 2: Customer Engagement and Transparency - The company is actively communicating with suppliers to shorten product shelf life while ensuring food safety and inventory turnover [3]. - Xibei invites customers to provide feedback and suggestions for further improvements [3]. - The founder of Xibei, Jia Guolong, emphasizes a commitment to customer satisfaction and transparency in operations [4].

Core Viewpoint - The company acknowledges the gap between its production processes and customer expectations, leading to a commitment to improve and enhance customer experience [1][2]. Group 1: Customer Feedback and Apology - The company expresses gratitude for customer feedback and acknowledges the concerns raised regarding its production processes [1]. - An apology is issued to customers for any inconvenience caused, emphasizing the company's commitment to food safety and compliance with regulations [1]. Group 2: Planned Improvements - By October 1, 2025, the company will implement several adjustments to its food preparation processes, including: 1. Switching to non-GMO soybean oil for all dishes cooked with soybean oil. 2. Transitioning children's meals to be prepared fresh on-site, including beef rice, beef patties, and fish sticks. 3. Making lamb skewers and pork dishes fresh at the store rather than using semi-finished products. 4. Adjusting the preparation of oatmeal porridge to include fresh pumpkin slices [2]. - The company is actively communicating with suppliers to shorten product shelf life while ensuring food safety [2]. Group 3: Commitment to Transparency - The company commits to transparency and invites customers to supervise its improvement measures, promising to keep them updated on changes [3]. - The founder emphasizes a customer-centric approach, stating that customer satisfaction is a priority [2][3].

Core Viewpoint - Xibei has issued an apology and committed to making nine significant adjustments to its food preparation processes by October 1, 2025, in response to customer concerns about food quality and safety [1][4][6]. Summary by Categories Adjustments to Food Preparation - All dishes using soybean oil will switch to non-GMO soybean oil [3][4]. - Children's beef rice will be prepared fresh in-store instead of using pre-made sauces [3][5]. - Children's beef patties will be made fresh on-site [3][5]. - Children's cod fish sticks will be replaced with fresh-cut large yellow croaker, cooked on-site [3][5]. - Lamb skewers will be freshly cut, skewered, and grilled in-store [3][5]. - The pork chop dish will use fresh pork ribs cooked on-site instead of semi-finished products [3][5]. - The meat in the flaky meat sandwich will be freshly braised in-store [3][5]. - The shredded chicken dish will be freshly boiled in-store [3][5]. - The oatmeal millet porridge will be freshly cooked with added fresh pumpkin slices [3][5]. Commitment to Food Safety - Xibei emphasizes its commitment to strict food safety standards and compliance with national laws and regulations [4][6]. - The company is actively communicating with suppliers to shorten the shelf life of products while ensuring food safety and inventory turnover [5]. Customer Engagement and Transparency - Xibei encourages customers to continue providing feedback and suggestions for improvement [5]. - The founder, Jia Guolong, has promised a transparent approach to operations, inviting customers to supervise the improvement measures [5].

Group 1 - Chinese customers have a significantly higher demand for quality experiences compared to the global average, with 92% choosing brands based on expected experiences, far exceeding the global level of 70% [1] - 87% of Chinese customers are willing to pay a premium for better experiences, nearly double the global average of 46%, indicating that enhancing experience quality is crucial for attracting customers and translating into commercial value [1] - Emotional dependence is a core factor for successful customer experiences, with 73% of customers whose experiences meet or exceed expectations developing emotional ties to brands, compared to only 5% for those with unmet expectations [1][2] Group 2 - The primary driving force for customer experience in China is "pleasure," which is more significant than "certainty" and "fairness," reflecting the emotional value that Chinese customers place on their experiences [2] - Key factors enhancing "pleasure" include clear communication (57%), experiences aligning with brand promises (56%), and delivery quality (58%), while "fairness" relies on clear communication (61%) and promise fulfillment (58%) [2] - There is room for improvement in areas such as "control," "certainty," and personalization, as well as ESG aspects in the Chinese market [2] Group 3 - In terms of industry performance, the mobile phone (62%) and banking (61%) sectors in China excel in establishing emotional ties compared to global averages, while insurance (54%) and mobile operators (56%) lag behind [3] - The recommendation willingness (NPS) across various industries in China is higher than the global average, with mobile phones (53%) and banking (58%) showing particularly strong performance [3] - Chinese customers are more reliant on word-of-mouth recommendations for first-time purchase decisions (37% impact) compared to the global average of 23%, and customers acquired through recommendations are more likely to make subsequent recommendations [3] Group 4 - Brands should prioritize optimizing basic experiences such as communication and delivery quality while focusing on differentiated forces like respect and a sense of belonging [4] - Strengthening the emotional value related to "pleasure" and enhancing consistency across all channels are key to building competitive advantages in the Chinese market [4] - Despite the current low trust in AI applications, reasonable optimization could still become a potential breakthrough for experience upgrades [4] Group 5 - Overall, the Chinese customer experience market is characterized by "high expectations, emotional emphasis, and differentiation-driven" features, with brands needing to base their strategies on experience quality and emotional connections to continuously meet dynamic demands [5]

Group 1 - The report highlights that Chinese customers have a strong demand for quality experiences, with 92% choosing brands based on expected good experiences, significantly higher than the global average of 70% [1][21][25] - Chinese customers show a willingness to pay more for better experiences, with 87% indicating this preference, nearly double the global figure of 46% [1][16][25] - There is a notable gap in trust towards AI customer service, with only 31% of Chinese customers believing it benefits companies, lower than the global average of 39%, and only 18% feeling it benefits customers more, compared to 14% globally [1][17][19] Group 2 - Emotional dependency is positively correlated with key customer experience metrics such as Net Promoter Score (NPS), satisfaction, and customer lifetime value (CLV) [2][36] - In China, 73% of customers who have experiences that exceed expectations develop emotional dependency on brands, while only 5% do so when experiences fall short [2][29] - Although the average recommendation frequency among Chinese customers is 3.6 times, lower than the global average of 4.3 times, word-of-mouth recommendations significantly influence first-time purchase decisions, with 37% of Chinese customers being affected, compared to 33% globally [2][34][36] Group 3 - The report identifies "pleasure" as the most critical driver of emotional dependency in China, followed by "fairness," contrasting with the global focus on "certainty" and "fairness" [3][36] - Key factors influencing "pleasure" include clear communication (57%), experiences aligning with brand promises (56%), and delivery quality (58%) [3][36] - Chinese brands show weaknesses in foundational elements like "control" and "certainty," indicating areas for improvement [3][36] Group 4 - The mobile phone and banking sectors lead in establishing emotional dependency, with scores of 62% and 61% respectively, while insurance and mobile operators lag behind at 54% and 56% [4] - The mobile phone industry is recognized as a benchmark for customer experience, with a high NPS of 53 and an average recommendation frequency of 4.31 [4] - The competitive landscape in China has shifted from functional satisfaction to emotional value creation, emphasizing the need for brands to focus on "pleasure" and "fairness" while enhancing communication and delivery [4]