Customer Satisfaction with the COVID-19 Pandemic Innovation Products on Contactless Delivery KFC Indonesia

This study is about evaluating customer satisfaction with innovative products during a pandemic COVID-19 is contactless delivery carried out by KFC Indonesia. Research using a mix-method with quantitative and qualitative approaches. Data retrieval using three points of view: a questionnaire to past consumers using this product, in-depth interviews with customers and evaluation of product related digital advertising. Questionnaires were given to 20 customers, interviews to 3 customers and analysis of 93 comments on digital advertising regarding contactless delivery at KFC Indonesia's official Instagram. It can be concluded if the contactless delivery program. The participants liked or rated KFC well. Participants think that the program is contactless. This KFC delivery is useful to try in COVID-19 conditions. This is because they think that using this program can help in prevention of the spread of COVID-19, and of course meeting basic human needs, namely food in the condition of COVID-19 safely and comfortably.