KFC China Delivery Service 1

Delivery Demand is booming  Online Shopping are accepted by more and more consumer which switch customer from physical store to home delivery According to the China e-commerce market reports, the estimated 2020 online shopping growth is as below:  Food industry also sees strong delivery needs Many 3rd party delivery company are opening up nowadays Trillion(RMB) 2

What’s different for food delivery? Online Retailer One Rider takes multiple packages in the morning and then deliver door by door each day KFC Delivery Easy Access Service Product Quality 3

Easy Access For Consumers Phase 1( ) Phase 2( ) Phase 3( ) Call Center + DMPC orderingMulti E ordering access Mobile APP Brand Stage Communication focus Proposition Convenient & Fast 4

5 On-line TC% trend Since 2012, KFC delivery relies on 2 waves big on-line exclusive promotion per year to build on-line usage and total brand business. Easy Access For Consumers

6 Ensure High Quality Products To provide high quality products for customers Remove menu items not suitable for delivery Design specific delivery packaging Design of Delivery box Delivery time from restaurants within 15min. Assemble products after receiving orders Podding Planning to control delivery time

7 Ensure High Quality Products: Delivery Box Delivery Box Power Cable Room Temperature Section Warmer Section Charger Hot Food Hot, Cold Food Cold. 1.Boxes on shelf to charge to heat 2. Put products in box to deliver 3. After delivery, take box to shelf to reheat

8 Consumer Service Experience: CSC Models We choose self-owned CSC to provide call center service Only One Number across China and is easy to remember Agent can receive timely training on different promotion activities More focus on customer service experience a. Order System connects to restaurants. Delay Notice and Stop Notice can be updated consistently. b. Take orders via when offline. Call Center gradually convert into Online Service Center With call center’s role and responsibility, operations can mainly focus on orders preparation and delivery to ensure high performance. National Phone Number Call Center (Self-owned) Transfer Orders To Stores Store takes order directly National Phone Number Recording Service System Consumer Call Place Orders To Stores Consumer Call Store Phone Number Store takes order directly Call Center (outsource) National Phone Number Consumer Call

9 Consumer Service Experience  Set up KPI to monitor performance a. Delivery in 30m rate b. Rider Departure Time c. Customer Complaint rate  Podding Planning Ensure delivery within 15minutes before adding to delivery address list  Transportation Delivery by bike/ electromobile avoid traffic jam and improve efficiency can deliver into small alley designed different accessories for winter/summer  Communication platform between store and CSC/Online/Mobile App a. Delay promise time b. Stop-delivery order acceptance

Accessory for different season 10 helmet Rain Coat helmet glove Knee protect Rider Shirt Winter Coat

KFC China Delivery Service Strategy … Store expansion & availability Take advantage of geographical advantage for high penetration Improve modeling & profitability Build customer loyalty and meet with customer expectation to improve frequency. Next … Expand more e-Channel 11

 Increase the probability to expose to our potential customers - Cooperate with external e-Commerce platform  Enable our potential customer to reach us in the way they want Expand more e-Channel Mobile APPOthersMobile WAP 242 Million Users e-Commerce 308 Million Users Social Media 468 Million Users Instant Messaging 83 Million Users Groupon 12

Penetration thru last 5 years By Year 2009,800 stores in 95 citiesBy Year 2009,800 stores in 95 cities By Year 2010,1490 stores in 162 citiesBy Year 2010,1490 stores in 162 cities By Year 2011,1750 stores in 180+ citiesBy Year 2011,1750 stores in 180+ cities By Year 2012,2023 stores in 223 citiesBy Year 2012,2023 stores in 223 cities By 2014 YTD,2050 stores in 220+ citiesBy 2014 YTD,2050 stores in 220+ cities Dec., Stores 180+Cities Dec., Stores Jul., Store s Dec., Stores Te xt YTD 2050 Stores 220+Cities Dec., Stores 223Cities

14 Thank You!