MCDONALD'S FRANCHISEES:Revoked partially due to ms results?

There was a piece last week in either the NY Times or Wall St Journal about McDonald's cracking down on their franchises for various reasons, one of which is customer complaints. While they did not cite ms report issues, am wondering if ms results are factored into their franchise licenses.

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I wouldnt be surprising if it's based more on direct consumer complaints. 9 times out of 10, customers wont rouse themselves to call or email about their complaints (instead they say, "I was really mad, I was going to write a letter" -- my ex used to do thst all the time). So when they *do* take that extra step, it has some weight.

If i were a company, one legitimate customer complaint would be more meaningful to me than a couple of MS reports that by nature are really nitpicking small things, like the associate saying "What can i get you?" instead of "What can we make fresh for you today?"

I'm generalizing, of course!
So is McDonald's being mystery shopped again? They were for a long time, but haven't been around in a long time (that I know of). So how could MS results have any effect if they are not being shopped?

I think it would be wise for any large franchise to monitor their locations for consistency of procedures. Whether it's McD, JITB, or others, how can you not want to know what's going on at all locations.

At least JITB and Panda are doing this nationwide. I'm unaware of other fast casual going to this level currently.
A few random thoughts that might not fit together... McDonald's now has an app. The app might provide information about timings for each customer transaction (for those who are using the app). I do not have this app and can only wonder. Does the app provide an opportunity for customer feedback to McDonald's?

Creativity is always a leap of faith. You're faced with a blank page, blank easel, or an empty stage. - Julia Cameron

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I’ve noticed that everyone who is for abortion has already been born. - Ronald Reagan
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I have the APP. I don't pay attention once I am done using the promo code. I also don't know if they have "timings." I actually used it last night for curbside because the DT line was heinous. So I parked in the spot and waited 10 minutes before finally calling into the store and inquiring about my food.

I have seen feedback on other apps i have used for fast casual. I will have to pay attention the next time with McD app.

BTW, the McD app has a ton of great deals. I use the spend $1 and get free apple pie the most. I want the $1 large soda, so I might as well get the free apple pie too. Wifey loves those. So when I'm thirsty at some point in the day, she gets hooked up for an after dinner snack.
Unless McDonald's is going to start selling breakfast after breakfast hours again, it is unlikely that I am going to be darkening they're doorstep other than to use the restroom. That might change if they were mystery shopped, but until one or the other occurs count me out.

Edited 1 time(s). Last edit at 06/28/2022 11:21PM by Morledzep.
McDonald's in general has been a mess since before they stopped their mystery shopping program. But people still go there. I don't even know why.

sestrahelena
@sestrahelena wrote:

McDonald's in general has been a mess since before they stopped their mystery shopping program. But people still go there. I don't even know why.

McDonald's is the place to go in this little town that I live near. There is a line in the drive-through all the way around the building out to the street several times per day. They get on their Facebook page and complain about the lack of variety in fast food in this town, and then they all go to McDonald's anyway. Hardee's, Taco Bell, and Pizza Hut have all gone belly up in this town just since I've been here. They got a new Zaxby's, and it was super busy for about a month, maybe two. Now its a ghost town. Only Jack's and McDonald's make any money here.

Edited 1 time(s). Last edit at 06/28/2022 11:30PM by Morledzep.
Maybe they will put in a Raisin' Canes. Those are super-popular in Southern California. They are like the In N Out of chicken. Very basic menu and good service. Wait times can be long, but it's reasonably priced.

As far as McD, kids love the happy meals and toys. Grown ups love the fries. I do NOT think people get excited about their actual burgers. The fries are the best tasting (if eaten in first 5 minutes). I hit McD for their $1 large soda. Occasionally, I will order food, but not often. There is a McD next to the panda I will do. So i will come out of Panda and drive-thru McD for $1 large soda and not pay $3 or more at Panda for it. Plus McD has better tasting COKE products than any other place. They put alot of effort into making sure their Coke tastes perfect.
I'm mad because I can't use my McDonald's points to get a free coffee. I let them know this via email.
I'm mad because I can't use my McDonald's points to get a free coffee. I let them know this via email.
People prefer McD's over Zaxby's?!? Good heavens - the Zaxby's over here stays pretty busy and when I take a cheat night it's Zaxby's all the way. My first job was at McD's when I was 16 - 'nuff said I guess grinning smiley

@Morledzep wrote:

They got a new Zaxby's, and it was super busy for about a month, maybe two. Now its a ghost town. Only Jack's and McDonald's make any money here.
I have found that there are very few things which a shopper might report which yields in the termination of an employee - overt sexual harassment or bigotry, criminal activity, severe disregard for safety (lighting a cigarette while pumping gasoline onto the customer rather than into the customer's fuel tank), and harsh badmouthing of the company. Anything else goes. I imagine that termination of a franchise based on MS reports is even less likely -- unless the company was looking for justification in terminating the franchise.
@hbbigdaddy wrote:

Maybe they will put in a Raisin' Canes. Those are super-popular in Southern California. They are like the In N Out of chicken. Very basic menu and good service.

My experience differs. I have found R.C. to offer horrific environment, rude and slow employees, and icky food.
@Rousseau wrote:

My experience differs. I have found R.C. to offer horrific environment, rude and slow employees, and icky food.

Sure you're not shopping in rural Alabama?
@Morledzep wrote:

@Rousseau wrote:

My experience differs. I have found R.C. to offer horrific environment, rude and slow employees, and icky food.

Sure you're not shopping in rural Alabama?

The thing with national chains is their ability to hit the bottom across a wide area.
I used to enjoy these shops here and there, sad that they are no longer (so far as I am aware). Recently had a hankerin' for a quarter pounder, ordered it through the drive through - and guess what. It was actually RAW. I literally could not believe it. I was home by the time I tried my first bite - oh my gosh. I called immediately and they "refunded" the burger. I additionally emailed and through the survey but never got a response. So, it will be a longgggg time before I try them again.

I will totally agree, though, they do have the BEST fountain Coke products anywhere - ALWAYS full flavored! That I would get.
I have received raw chicken nuggets from McDonalds also. You'd think they would use a timer to make sure they are done.
@mjt9598 wrote:

I have received raw chicken nuggets from McDonalds also. You'd think they would use a timer to make sure they are done.

One would think that they would be precooked before freezing so that they need only be heated at the store.
@Rousseau wrote:

@mjt9598 wrote:

I have received raw chicken nuggets from McDonalds also. You'd think they would use a timer to make sure they are done.

One would think that they would be precooked before freezing so that they need only be heated at the store.

I can verify - unless things have changed since 1996/97 - that they are frozen pieces of breaded chicken (I *think* that they are chicken...) that are not cooked until dropped into boiling grease and deep fried. Wonderful tidbits of artery clogging mystery meat that are supposed to be left in boiling grease until a timer sounds. My first job was at Mickey D's when I was 16. A customer brought back a hamburger that was green in the middle one time but looked perfectly normal on the outside (I am pretty sure I was working register by then - but I did get to see the green). It was.....Absolutely disgusting grinning smiley
@patman9760 wrote:

@Rousseau wrote:

@mjt9598 wrote:

I have received raw chicken nuggets from McDonalds also. You'd think they would use a timer to make sure they are done.

One would think that they would be precooked before freezing so that they need only be heated at the store.

I can verify - unless things have changed since 1996/97 - that they are frozen pieces of breaded chicken (I *think* that they are chicken...) that are not cooked until dropped into boiling grease and deep fried. Wonderful tidbits of artery clogging mystery meat that are supposed to be left in boiling grease until a timer sounds. My first job was at Mickey D's when I was 16. A customer brought back a hamburger that was green in the middle one time but looked perfectly normal on the outside (I am pretty sure I was working register by then - but I did get to see the green). It was.....Absolutely disgusting grinning smiley

Ewwww
Never worked fast food but from what I've seen, when they drop the fryer basket they are supposed to push a button which I believe is a timer. When the timer goes off they are supposed to remove the basket from the oil.

I would assume they do the same thing on the grill in some manner.

I had a friend who worked at McDonalds and he said he wouldn't break the yolk on the eggs used in egg sandwiches so people would get yolk on them when they bit into the sandwich. What 16 year olds won't do for fun.
Having shopped more than 200 McD and ultimately banned twice, my opinion is yes, indirectly. IMO, the way that the mystery shoppers were forced to report only positively gradually led to progressively worse customer service. After a scheduler went to bat for me and got me reinstated by the msc after the first time I was banned, I was advised to not add any information that was not specifically asked for. I feel that I eventually got banned permanently the second time for reporting negatives. Undeserved glowingly positive reports may have allowed McD to skimp or deviate from franchise requirements enough that the customers began to notice that McD had changed. I think the automated ordering kiosk has also cost McD some customers.
Those automated order kiosks are crazy. Stand there entering an order and at the end it says its out of order. Or the stores system is shut down with no warning to customers walking up to use it.

And if it works it puts you at the very back of the line of customers who ordered at the counter. So you are left standing there for an eternity.
I would think that if your reports are negative and the MSC doesn't want that, they would instruct the editors to change them rather than ban you. If they're looking for a dishonest report, it's not a far jump to just create it themselves.

sestrahelena
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