A LETTER TO OUR STAKEHOLDERS
 
Serving the customers of today—and tomorrow

Last year, we spent more time than ever before working to get to know and understand our customers better. We started by conducting our highest level of consumer-based research in four years and by asking a lot of questions.

  • How are we treating our customers?
  • How can we make their dining experience more interesting, more satisfying and more comfortable?
  • How can we provide them with better service?
  • How can we provide them with the highest quality food, more variety, more portability and better nutrition?

I am excited about the results of this work.

We developed a number of new products for all three of our brands.

We began implementing new operational and consumer-response technology.

We designed new facilities.

It is all focused on making our guests happier so that they will visit more often-to make occasional customers more loyal and to make loyal customers more frequent.

We are rolling out these products, technologies and facilities now and will begin to see the impact of these initiatives in 2004.