McDonald’s Ranks Last in Consumer Satisfaction Index: Are You McLovin’ the Service There?
SodaHead Living
2012/06/21 21:09:57
|
|
|||||
|
130 votes
|
|
28% | |||
|
338 votes
|
|
72% | |||
Are you McLovin’ it? Neither are a whole lot of other people. According to Yahoo!, McDonald's finished dead last in a ranking of fast-food restaurants by the American Consumer Satisfaction Index (ACSI).
And in case you haven’t been paying attention, McDonald’s has ranked last in the ranking every year since 1995, except for once in 2009. Well, when your average employee looks to be about 15 years old, that could be part of the problem …
McDonald's issued a statement in response to the annual index: "At McDonald’s, customer satisfaction has, and continues to be, a top priority. We take all customer feedback seriously. Our internal and third-party research shows that we continue to make progress in satisfying our customers....Still, we know we can do more by continuing to offer our customers great value, menu variety and a positive service experience every time they visit our restaurants.”
Indeed, the service at McDonald’s may be getting better. The 73 percent satisfaction rating isn’t too bad – and it’s up from the chain’s all-time low of 59 percent in 2000.
And in case you haven’t been paying attention, McDonald’s has ranked last in the ranking every year since 1995, except for once in 2009. Well, when your average employee looks to be about 15 years old, that could be part of the problem …
McDonald's issued a statement in response to the annual index: "At McDonald’s, customer satisfaction has, and continues to be, a top priority. We take all customer feedback seriously. Our internal and third-party research shows that we continue to make progress in satisfying our customers....Still, we know we can do more by continuing to offer our customers great value, menu variety and a positive service experience every time they visit our restaurants.”
Indeed, the service at McDonald’s may be getting better. The 73 percent satisfaction rating isn’t too bad – and it’s up from the chain’s all-time low of 59 percent in 2000.
I drive further to another McDonald's in my town just for the improved attitude.
The orders are right MOST of the time, but they really like to chinsey the amounts of condiments they give you - and don't get me wrong, I DO UNDERSTAND that companies try to conserve whenever and wherever possible in this economy.
But even with that aside, that whole "We love to see you smile" phrase they used to have must have been obliterated due to false advertising, because they don't love smiling themselves!
Listen, I work customer service. Even on a sh!tty day, I smile, I grin and bear it, I even crack jokes and try to make people LAUGH when I'm ringing them up.
Seriously, that SMILE and GOOD ATTITUDE is what keeps people coming back. Customer service counts for a HUGE chunk of overall customer satisfaction... guess McDonald's employees didn't get the memo!!
SMILE, already!!
I saw that lady everytime I went there, she was my favorite person.
But really, I'm curious about what draws the line at 'good service' in a place like that.
Which means it might occasionally take a back seat to other things. Written and published by one of the top monopolistic corporate marketing and public relations departments in the world. Those over-priced college degrees are paying off well for somebody but they don't fool me.
Rule of thumb: Anything sold with a clown or cartoon character is bad for you.
the other for breakfast.
Edit: Just realized that my two faves are your lease faves :(
I have had repeated bad experiences with Taco Bells and Farmer Bros. though. Every time I ever went to Taco Bell, growing up and well into adulthood, they'd ruin my order by putting sour cream on my taco (I have a dairy allergy). Of course, we'd only discover that after we'd driven home, so it always meant a second trip out to have it corrected. It kind of defeated the purpose of choosing to eat "fast food" after a long day. I gave up going to Taco Bell because of that, plus the severe downturn in their food quality ages ago. Then for Farmer Bros., they may have good burgers, but I can't recall one visit to their drive-through that hasn't resulted in getting home with somebody's order (usually mine) being screwed up. The management may be all nice about fixing the orders, but they really need to concentrate on properly training their staff to get it right the first time.
If I want to get some high-calorie, but oh-so-delicious fast food tha...
I have had repeated bad experiences with Taco Bells and Farmer Bros. though. Every time I ever went to Taco Bell, growing up and well into adulthood, they'd ruin my order by putting sour cream on my taco (I have a dairy allergy). Of course, we'd only discover that after we'd driven home, so it always meant a second trip out to have it corrected. It kind of defeated the purpose of choosing to eat "fast food" after a long day. I gave up going to Taco Bell because of that, plus the severe downturn in their food quality ages ago. Then for Farmer Bros., they may have good burgers, but I can't recall one visit to their drive-through that hasn't resulted in getting home with somebody's order (usually mine) being screwed up. The management may be all nice about fixing the orders, but they really need to concentrate on properly training their staff to get it right the first time.
If I want to get some high-calorie, but oh-so-delicious fast food that is very, very hard for the staff to screw up, and I'm in the area, I stop off at "The Hat" for their pastrami dips!
Warning: don't order the chili cheese fries alone--that's a two or three-person job, (and get 'em with "the works", for Pete's sake)!
THE END