McDonald’s Ranks Last in Consumer Satisfaction Index: Are You McLovin’ the Service There?
SodaHead Living
2012/06/21 21:09:57
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130 votes
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338 votes
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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.
Otherwise it is the government tht has gottren its hands on McDonalds. Can you imagine Michelle FIXING McDonalds. Sales would go through the floor and not stop
Today most people want everything now. They expect fast food to be instant, regardless of anything else and when people demand this things gets done shoddily.
The other issue with customers is that if there is a mistake, regardless of severity, we go in, usually, with that attitude that we are owed beyond what is an acceptable replacement and apology. We treat these workers like they are our own personal surfs to command around.
The age of the employee doesn't matter, it's the fact that if a job is done well, there is no recognition by the customer, but if there is a mistake, the customer goes all out. This only teaches younger workers that their job performance doesn't matter to customers, and that it hardly matters at all to management as they are easily replaceable.
Working fast food, at any restaurant is probably very high on the list of thankless jobs, regardless if there is or isn't room for advancement.
Perhaps the best way to improve our service that we want and receive is first to make sure that we portray and exemplify the service we want.
There is nothing like answering the phone, or face to face with someone and trying to correct a mistake only to be yelled at, cursed at, insulted, and ultimately manipulated by company policy based on the axiom that the "Customer is always Right."