Burger King announced two customer experience initiatives on Monday: a Whopper Guarantee that promises a free replacement burger to dissatisfied customers, and a new in-restaurant role called the Your Way Champion.
The chain is also creating a new in-restaurant manager role dedicated to customer experience, both moves stemming from a feedback push earlier this year
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Burger King announced two customer experience initiatives on Monday: a Whopper Guarantee that promises a free replacement burger to dissatisfied customers, and a new in-restaurant role called the Your Way Champion.
Under the Whopper Guarantee, customers who receive a Whopper that does not meet their expectations can have it remade on the spot and receive a coupon for a free classic Whopper on their next visit, the company said. Redemption works through a QR code printed inside the Whopper box; scanning it generates a six-digit code a customer can apply toward a complimentary classic Whopper the next time they visit. The offer runs through Aug. 31 at participating U.S. locations and applies to in-store orders only, excluding the Impossible Whopper and Whopper Jr.
The Your Way Champion is a reimagined restaurant manager role in which employees, wearing a distinct uniform, serve as a dedicated point of contact for customers throughout their visit. In the role, employees greet guests at the door, confirm that each order matches what was requested, and step in to fix problems before customers have to go looking for help. To back the new position, the company said it is committing funds to employee training and equipping locations with the operational support Your Way Champions need.
"When Guests choose us, they expect high-quality food, orders made the way they asked, and a team that's there when they need us," Tom Curtis, president of Burger King U.S. and Canada, said in a statement. "We're raising the standard in our restaurants, so every Guest feels like they made the right choice."
Both initiatives follow a listening campaign Burger King launched roughly four months ago, in which the company shared Curtis' personal phone number and invited customers to call or text with feedback. The company said it received thousands of responses identifying consistent and accurate order fulfillment and a welcoming in-restaurant environment as priorities.
The two moves are part of a broader turnaround effort at Burger King. The chain's U.S. business posted comparable sales growth of 5.8% in the first quarter of 2026, roughly double analyst projections, as parent company Restaurant Brands $QSR International attributed the gains to its multi-year "Reclaim the Flame" plan, which includes restaurant remodels, kitchen equipment upgrades, and advertising investments. In March, Burger King ran a brand campaign during the Oscars that served as an acknowledgment of past shortcomings, according to Marketing Dive.
A new 60-second spot titled "We're Here to Help," produced by agency BarkleyOKRP, promotes both initiatives and features Curtis on camera and in voiceover, according to Marketing Dive. Burger King said additional changes tied to customer feedback are planned for later in the year, including menu announcements expected later this summer.
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