McDonald’s is known for its Happy Meals, Big Macs and McNuggets, but the fast-food giant might soon be offering something not on the menu: noticeably friendlier service.
The commitment to better service came out of a recent conference of McDonald’s executives, where attendees confirmed the top customer complaints at U.S. sites was “rude or unprofessional employees.” McDonald's officials now say they’re aiming to correct the issue soon, The Wall Street Journal reported Wednesday.
According to conference notes, one out of five McDonald’s customers reports concerns regarding employee behavior, a number that has increased in the past six months, said one unidentified executive.
Other complaints on the rise included “chaotic” service environments and lack of speed among workers; one slide from the conference labeled service as "broken."
In QSR Magazine’s 2012 "drive-thru" study, McDonald’s ranked second to last for speed and accuracy, scoring just above above Burger King and just below Wendy’s and Taco Bell.
A McDonald’s spokesperson declined to comment to WSJ on specific plans for correcting customer service issues but did say the corporation is constantly reviewing customer and employee feedback.
“McDonald’s USA and our franchises are absolutely committed to doing even more to consistently deliver a great restaurant experience for every customer at every visit,” said the spokesperson.
In addition to addressing customer complaints, the company also announced plans to continue remodeling standing franchises and offering new menu items, including inexpensive snack wraps and higher-priced fruit smoothies.
On the corporate front, McDonald’s announced the newest addition to its board of directors Friday, Global Chief Brand Officer Steve Easterbrook, who will work on consumer and business insights. Easterbrook previously served as a chief brand and strategy officer for the corporation.
“I’m excited to return to McDonald’s and leading a talented team at one of the world’s most iconic brands. I look forward to engaging customers in the new brand experiences while driving the business," said Easterbrook.