Mcdvoice Mcdonalds Survey

There was a time when McDonald's customers were dissatisfied with the service. After two years of declining scores, they decided to enhance their business by focusing on customer experience through their staff.

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

McDonald's, dissatisfied with the outcomes, realized that the only way to improve was to listen to what their consumers had to say. After further investigation, they discovered that the core cause of the most common complaints was a poor customer experience.

How 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 worldwide recognized fast food chain saw a 3% increase from the previous year. While the advent of all-day breakfast promos can be credited for some of this growth, it also coincides with another aspect. Customer satisfaction, to be specific.

As previously said, McDonald's shift toward a customer-centric approach found a link between happy, competent employees and happy, satisfied customers. As a result, that dedication became more focused on improving employee experience.

It was welcome news for a company that has received numerous client complaints regarding its personnel. Inaccurate drive-thru orders and delayed service were the most common complaints. And, for the most part, these two primary complaints tend to overlap, because personnel were making other customers wait while fixing one customer's wrong order.

McDonald's conducted a deeper analysis as part of its focus on employees, and discovered two important aspects in which it needs to invest. These were the salaries and training for the employees.

Customers who are happy are happy staff.

We've all heard the adage: a happy wife equals a happy life. Similarly, happy staff equal happy customers.

1. Increased Pay

Compensation is by no means the only way to drive employees to provide excellent customer service, but employee feedback put it at the top of McDonald's priority list. McDonald's CEO Steve Easterbrook claims that the salary raise he introduced yielded the desired outcomes. Employee happiness resulted in greater customer interactions, higher survey scores, and lower staff turnover rates. Employees stayed longer as a result of their devotion, and as a result, they have a stronger ability to learn about products and processes.

Simply said, happier employees are more likely to perform well and stay in their current position. This means that happier employees are more likely to be productive and to stay with the company, resulting in a better experience. Both for customers and employees, as evidenced by McDonald's performance.

But keep in mind that this doesn't mean you can ignore employee satisfaction, nor does it mean that simply raising staff compensation would solve the problem of dissatisfaction and inefficiency. The key here was to pay attention to your staff and respond appropriately.

2. Improved Instruction and Practices

McDonald's updated both training and systems for their employees as part of tackling the fundamental cause of bad customer service. They implemented the "ask, ask, tell" technique to drive-thru orders since they found that this was the region with the greatest mistakes. The number of consumers receiving the erroneous food was reduced thanks to this simple method of personnel repeating each order. While this exercise added a few seconds to the order process, it saved a lot of time spent correcting wrong orders.

More importantly, it avoided the client discontent and irritation that would have resulted from these errors. And we can connect this to a better consumer experience. McDonald's also taught its workers how to make the most of the time they save by not making mistakes. It boosted their capacity to sell and upsell other things by educating them about the products. McDonald's employees were taught how to maximize revenue with each customer interaction in this way.

What do you think you can take away from this?

McDonald's recent success demonstrates one point... It is critical for your business to pay attention to your clients. The concept "happy employees Equals happy consumers" isn't limited to a single product, brand, or service. It is the driving power behind every company. These real-world results demonstrate that your company will profit!

You can't assume that increasing staff satisfaction would improve the experience of your customers. Listen to your consumers and identify areas of concern to see whether this is the touchpoint producing issues in order to improve your customers' experience. Check more info about Mcdvoice Mcdonalds Survey at mcdvoice.com.