2. INTRODUCTION: McDonalds, a global brand
THE CUSTOMER EXPERIENCE: Are they
receiving fast, accurate and friendly service?
No
THE EMPLOYEE PERCEPTION:
REASONING: Why are the employees rude not
delivering fast, accurate, and friendly service.
RECOMMENDATION/CONCLUSION
3. Big Mac... Fillet of Fish... Quarter Pounder...
French Fries... Icy Cokes... Thick Shakes...
Sundaes... and Apple Pies!
Um Um Um McDonalds I’m lovin it…
Or Maybe NOT!
4. McDonalds has expanded its Menu
options to include:
Coffee, Lattes, smoothies, oatmeal,
fresh fruit, salads and wraps
McDonalds also opened its first
vegetarian restaurant in India in
September 2012
According to Yahoo Finance
McDonald’s’ $24 billion in revenue
makes it the 90st-largest economy
in the world.
So Why do More Diners Hate McDonalds?
5. June 2012 and Historical ACSI Scores Customer Satisfaction
% of Customer Satisfaction taken from article updated Jun 19, 2012
scores
http://www.theacsi.org/acsi-results/acsi-scores-june Percent
0.9
2006 2007 2008 2009 2010 2011 2012 0.8
Limited- 0.7
Service 0.6
Restaurant 0.5
s 0.4
Wendys 76% 78% 73% 76% 77% 77% 78% 0.3
Taco Bell 76% 72% 76% 74% 78% 81% 78% 0.2
0.1
KFC 70% 71% 70% 69% 75% 75% 75%
0
Burger
King 70% 69% 71% 69% 74% 75% 75% 2006 2007 2008 2009 2010 2011 2012
McDonald Wendys Taco Bell KFC
s 63% 64% 69% 70% 67% 72% 73%
Burger King McDonalds
7. Is McDonalds delivering Fast, Accurate and Friendly
Service?
Are they preparing hot, fresh products in a
respectful, professional environment?
8. According to the McDonalds Customer
Service Score Board website
http://www.customerservicesscoreboard.com
/McDonalds where customers can post
positive or negative comments of the 194
comments that were posted, 22 were positive
while 172 were negative.
The complaints consisted of…..
9. COMPLAINTS
McDonald workers
Slow Service
having an attitude
Long Lines
when asked to
Customers correct the orders
receiving the wrong that were wrong.
orders
McDonald workers
Customers not have an attitude
receiving everything when customers ask
they ordered and for
paid for condiments, napkins,
straws, etc.
10.
11. “I never go to McDonalds “Terrible service. Cashier
because of sucky service with multi-colored hair
but tonight I went to try it
out again since they just was lacking people skills.
reopened and everything She looked bothered
has been rebuilt. I sat in when helping customers.
line for 15 minutes before Dining room extremely
someone took my order. dirty, drink and
The girl who took my order condiment station dirty.
was rude and had an Spilled ketchup and soda
attitude and rushed me not cleaned up the 30+
through my order. After I minutes I stayed there.
paid and got my food I get Trash on floors, tables
all the way home and guess
what? They did not give me not wiped down etc..
my sauces. Never AGAIN. Employees standing
Never.” around.”
-You guys -Anonymous, 7/28/12
Suck, 9/29/12 5:37pm 7:16pm
13. According to McDonald’s’ Reviews
on
http://www.glassdoor.com/Review
s/McDonald-s-Reviews-E432.htm
a website where former employees
can rate and post their experience
while working for McDonalds.
Including the pros and cons.
Of the 1,088 McDonalds Reviews
50% of employees recommend
the company to a friend. In a 5
star rating the employees gave it
3 stars saying its “OK”.
14. “Tons of useful experience”-Former
Employee in Mankato, MN 10/18/12
“Love the people but need more pay”-
Current Employee in Holmen, WI
10/12/12
Discounts on food
Flexible Schedule
15. Not enough pay for “Mean customers;
the amount of work the uniforms being
Rude managers greasy, the high
trying to make prices(making
them work harder angry customers
and faster. angrier).” –Edward
Rude customers Jones-Sunbury, PA
that complain all
the time.
16. I also conducted personal interviews with
10 different McDonald Employees, from
various McDonald Restaurant all in the
month of October, the various locations
were:
2929 Paxton Street, HBG, PA 17111 (3
interviewed)
4230 Trindle Road, Camp Hill, PA 17011 (3
interviewed)
631 Division Street, HBG, PA 17110 (4
interviewed)
17. All ten employees have been employed for 6
months or longer.
Each liked the employee discounts, 3 out of
ten also said the flexibility of work schedules.
8 out of ten said the rude customers, 7 also
mentioned rude managers trying to make
them work harder. Others mentioned the pay
when asked what they liked least about their
job.
18. When Asked…
Do you place the customer at the core of
everything you do?
I got responses like….
“No we are just trying to get them in and
out so we can meet our drive-thru
times.”(Anonymous, personal
communication, 10/12/2012)
20. By examining the employee
perception we are able to
understand why the customers are
not happy.
The workers can’t agree and work
toward the collective vision of
fast, accurate and friendly
service, producing hot fresh
products in professional
environment.
There is a lack of Team Work
Lack of Purpose, lack of
motivation. They are all working
as a group for their own purposes
only.
22. What is Team Work?
When the
McDonald crew
members
Within effective understand their
teams, individuals individual and
feel a sense of collective
belonging. Each purpose and
person understands willingly work
their role and how
A team is a group it fits into the "big
together, they
of people who picture" and they are transformed
collaborate and are wiling to from a group
interact to reach a contribute their into a team.
common goal. talent to attain
shared outcomes.
(E. Paul, Personal Communication, 10/24/2012)
23. Ongoing training and development courses for its
restaurant employees.
Teamwork: foster a sense of purpose in each employee
so they will know that their actions and
accomplishments contribute to the success of
McDonalds Restaurant.
Leadership: The front counter and drive thru
employees are the face everyone will see and associate
with McDonalds they must know that they are leaders
even if they are not managers.
Ethics: So that they are able to make a sound and
informed decision when faced with different dilemmas.
24. •Receive ongoing
training.
Mcdonald •Know their sense and
purpose , provide
Employees excellent customer
satisfaction
•Happy
•Receive the Fast
Accurate and
Customers Friendly Service.
25. ACSI. (2012) June 2012 and Historical ACSI Scores. The American Customer Satisfaction Index. Retrieved
October 12, 2012, from http://www.theacsi.org/acsi-results/acsi-scores-june.
Business Insider. (n.d.) 15 Facts About McDonalds That Will Blow Your Mind. Business Insider. Retrieved
October 26, 2012, from http://www.businessinsider.com/amazing-facts-mcdonalds-2010-12?op=1
Customers. (n.d.) McDonalds Customer Service User Reviews, Ratings, and Comments. Customer Service
Scoreboard. Retrieved October 23/2012, from http://www.customerservicesscoreboard.com/McDonalds
Owen, Hilary. (2002) What Makes a Leader? USA Today. Retrieved November 5, 2012, from
http://usatoday30.usatoday.com/money/jobcenter/workplace/successstrategies/2002-11-14
Reviews. (2012). McDonald’s’ Reviews. Glass Door an inside look at jobs and companies. Retrieved
October 19, 2012, from http://www.glassdoor.com/Reviews/McDonald-s-Reviews-E432.htm
Skinner, Jim. (2009) Worldwide Corporate Responsibility Online Report: The Values We Bring to the
Table. McDonalds Corporation. Retrieved October 19, 2012, from
http://www.apiasf.org/pdfs/APIASF_2009_Annual_Report.pdf
Tepper, Rachel. (2012). McDonald’s Customer Satisfaction: Chain At Bottom of Fast Food Rankings in
New Survey. Huffington Post Food. Retrieved October 19, 2012, from
http://www.huffingtonpost.com/2012/06/21/mcdonalds-low-customer-satisfaction
Tice, Carol. (2010). More Diners Hate McDonalds, Love Papa John’s Starbucks. CBS News. Retrieved
October 19, 2012, from http://www.cbsnews.com/8301-505123_162-43940667/more-diners-hate-
mcdonalds-love
