Mcdvoice.com survey official site

McDonald's customers used to be dissatisfied with their service. After two years of declining scores, they decided to enhance their business by focusing on customer experience through their employees.

McDonald's has been ranked at the bottom of the annual American Customer Satisfaction Index since 2014. (ACSI). Over the last two years, client satisfaction has dropped by 9%.

McDonald's was dissatisfied with the results and decided that the only way to improve was for the company to listen to its customers. After further investigation, they revealed that the most common complaints stemmed from a negative customer experience.

McDonald's improved revenue, retention, and customer experience by using a "happy employee equals happy customer" strategy.

According to the ACSI's Customer Satisfaction Report for June 2016, the well-known fast-food business saw a 3% increase from the prior year. While the advent of all-day breakfast promos can be credited for some of this growth, it also coincides with another aspect. Customer pleasure, to be more exact.

As previously said, McDonald's discovered a link between happy, competent employees and happy, satisfied customers throughout their move to a customer-centric approach. As a result, the focus moved to improving the work environment.

It was wonderful news for a company that had received numerous complaints about its personnel from clients. Incorrect drive-thru orders and delayed service were the most common complaints. These two significant issues, for the most part, overlap because personnel were making other customers wait while fixing one customer's wrong order.

McDonald's performed a deeper analysis as part of its focus on employees and discovered two main areas where it needs to spend. The employees' salaries and training were as follows.

Employees who are happy with their jobs are happy customers.

As we've all heard, a happy wife equals a happy life. Similarly, satisfied staff translate into satisfied customers.

1. A wage increase

Compensation isn't the only way to drive employees to provide excellent customer service, but according to employee feedback, it's at the top of McDonald's priority list. McDonald's CEO Steve Easterbrook claims that the compensation boost he introduced had the intended outcomes. As a result of employee contentment, customer contacts rose, survey scores improved, and staff turnover rates reduced. Employees stayed longer and were better able to learn about items and processes as a result of their passion.

Simply put, happy employees are more likely to perform well and stay in their positions. This means that happy employees are more productive and are more likely to stay with the company, resulting in a better customer experience. McDonald's performance, both for customers and staff, demonstrates this.

This does not, however, imply that you should disregard employee pleasure or that simply boosting employee pay will solve the problem of dissatisfaction and inefficiency. The most essential thing was to listen to your staff and respond appropriately.

2. The Quality of Instruction and Practices Has Improved

To address the core cause of bad customer service, McDonald's updated its employee training and systems. After discovering that drive-thru orders were the source of the most problems, they implemented the "ask, ask, tell" strategy. The number of consumers receiving wrong meals was reduced thanks to this simple technique of workers repeating each order. While this exercise added a few seconds to the order process, it saved a lot of time that would have otherwise been spent correcting mistakes.

It also avoided the client annoyance and discontent that would have resulted from the errors. A better client experience can be linked to this. McDonald's also taught its staff how to get the most out of their time by avoiding mistakes. It improved their capacity to promote and upsell other items by educating them about the products. McDonald's employees were taught how to maximize money from every customer interaction in this way.

What do you think you'll get from this?

McDonald's recent success demonstrates one point: paying attention to your customers is critical to the success of your business. The concept of "happy employee’s equal happy consumers" isn't limited to a single product, service, or business. It is the driving power behind every company. These real-world results indicate that your company will thrive!

You can't assume that increasing staff satisfaction would improve the experience of your customers. Listen to your clients and find areas of concern to see if this is the touchpoint generating issues to improve their experience. Read more at mcdvoice.com.