Why McDonald's Needs A Mystery Shopping Program
Warning: For Full Access Please Log In or Create an Account (Free)
I had a similar experience with DQ recently. Stopping there for dinner before going home, the burger was a mess. 4 pickle slices on top of each other, so much mayo that it was all over the paper, a handful of onions instead of 2 rings, I mean, just ridiculous. The fries weren't all the way done. The shakes were awesome though, I gotta say. DQ needs to start shopping again. I was not gonna fill out that survey for a dilly bar. WTF?
I could eat a sloppy burger, but eating at a place where the employees are licking their fingers and cussing is a place I would avoid. Not like I want a sloppy burger and undercooked fries, but I would give it a second chance thinking they might have just had an off day. Unsanitary and uncouth are traits that aren't likely to change, however.
No more sloppy burgers for me. Fortunately, the last one adorned me after my work was done for that day and it did not matter that I looked like a burger with hair.
But the service was excellent.
Edited 1 time(s). Last edit at 08/30/2017 06:17PM by Shop-et-al.
But the service was excellent.
Nature does not hurry, yet everything is accomplished. - Lao-Tzu
Edited 1 time(s). Last edit at 08/30/2017 06:17PM by Shop-et-al.
McD' s in my area has the best help, but the lousiest food. I drive thru daily for their 1.00 Iced tea and the help smiles, alway fast and on the money...go figure. Definitely don't need us.....
Live consciously....
Why does a company even need a mystery shopping program for people to do their job correctly in the first place? What's going on with companies without a MS program such as Chick-Fil-A? Because whatever they're doing, they're usually doing it right... All the time.
Shopping the Greater Denver Area, Colorado Springs and in-between in Colorado. 33 year old male and willing to travel!
My cousin owns a Chik-Fil-A. Good values, great people, delicious food...the drive-thru lines are always wrapped around the building and the dining room is always full at peak times.
@@#$%& wrote:
They already have their own MS program. They chose to save money by including on every receipt a method for all customers to log their feedback after they eat, get extra free $$ on their next meal by logging their short report, and provide management with better data. Besides, why use shoppers when all a customer has to do is return to the McD's within a week or so and show their receipt for a full credit off a new meal? I have used that myself and have seen my local McD's improve on the issues I had (namely dried out buns and meat)
I really don't think offering a BOGO Quarter Pounder will be as beneficial to McD's as a true mystery shopping program. I know that I, as a customer, would not spend the time taking their survey to detail every issue I had with my experience; I simply wouldn't go back to McD's. Many people don't even fill out the survey correctly...they just click on the first choice of every question to waste less time. I've noticed there are lots of coupons on the McD's phone app, which makes me wonder if they are hurting a little for business.
Customer surveys are not a mystery shopping program. The idea a customer survey provides consistent actionable data is laughable. Most customers do not take them seriously and few will give impartial feedback.
Equal rights for others does not mean fewer rights for you. It's not pie.
"I prefer someone who burns the flag and then wraps themselves up in the Constitution over someone who burns the Constitution and then wraps themselves up in the flag." -Molly Ivins
Never try to teach a pig to sing. It's a waste of your time and it really annoys the pig.
"I prefer someone who burns the flag and then wraps themselves up in the Constitution over someone who burns the Constitution and then wraps themselves up in the flag." -Molly Ivins
Never try to teach a pig to sing. It's a waste of your time and it really annoys the pig.
McD's near me has a huge sign for new workers starting at $12.00 an hour. Minimum wage went up in CA.
They are starting out with a decent hourly, this does not apply to all, but kudo's to McD's. The survey, which many companies are providing are just eh...some fill it out for a freebie, bot really not serious about it.
Edited 1 time(s). Last edit at 08/31/2017 02:44PM by Irene_L.A..
They are starting out with a decent hourly, this does not apply to all, but kudo's to McD's. The survey, which many companies are providing are just eh...some fill it out for a freebie, bot really not serious about it.
Live consciously....
Edited 1 time(s). Last edit at 08/31/2017 02:44PM by Irene_L.A..
I think they attract a different crowd of employees. You're not allowed to swear, have visible piercings or tats, and you have to be okay with listening to CCM all day long.@Tarantado wrote:
What's going on with companies without a MS program such as Chick-Fil-A? Because whatever they're doing, they're usually doing it right... All the time.
"Let me offer you my definition of social justice: I keep what I earn and you keep what you earn. Do you disagree? Well then tell me how much of what I earn belongs to you - and why?” ~Walter Williams
We had a lot of problems with our local McD's. My Mom looooves their food. I could live without McD's myself. I text the manager "mini reports" each time we go... The good, the bad, and the ugly. My mom even counts the napkins (or lack there of). She loves me and gets on top of things. She calls me her "spy." I do it to help. Sometimes she gives me some meal cards for my mom, but thats not why I do it. I found a manager that cares and try to help her out.
TinaMarie
Wait. A few statements must be challenged. Where is the published data about McD's customer feedback? Did the customers self-report how they filled out surveys? Did they complete their reports during brain scans? How do some of you know how the McD's customers experienced anything and reported on it?
Where did you get your information? Inquiring minds want to know.
Where did you get your information? Inquiring minds want to know.
Nature does not hurry, yet everything is accomplished. - Lao-Tzu
Mystery shoppers have guidelines that customers don't. I fill out surveys when there is something I don't like. When KFC reduced the amount of food in their To Go Cups but kept the same price, I took their survey. I wanted to get THAT point across.
As a shopper, I have to be objective and tell the facts.
As a shopper, I have to be objective and tell the facts.
@@#$%& wrote:
They already have their own MS program. They chose to save money by including on every receipt a method for all customers to log their feedback after they eat, get extra free $$ on their next meal by logging their short report, and provide management with better data. Besides, why use shoppers when all a customer has to do is return to the McD's within a week or so and show their receipt for a full credit off a new meal? I have used that myself and have seen my local McD's improve on the issues I had (namely dried out buns and meat)
"I told myself to quit you; but I don't listen to drunks." -Chris Stapleton
Would it matter? The MSC would probably reject a bad enough report at the behest of the higher-ups at that unit, anyway. This wouldn't be a first.
General info., not brain surgery.....@Shop-et-al wrote:
Wait. A few statements must be challenged. Where is the published data about McD's customer feedback? Did the customers self-report how they filled out surveys? Did they complete their reports during brain scans? How do some of you know how the McD's customers experienced anything and reported on it?
Where did you get your information? Inquiring minds want to know.
Live consciously....
They had a mystery shopping program for years. They seem to be doing better without it.
I stated this but worth repeating. My McD's have really upped the game while going thru drive in to get my Iced tea. I am in wonder at the great service polite smiling nice kids. Perhaps the pay raise here in CA helped but'really for FF, the best service shows me there are hard working young kids trying to make a buck and
I hope they make it big in life. Working for no tips to speak of...
I hope they make it big in life. Working for no tips to speak of...
Live consciously....
In my area there is only one McD's my husband and I will go to. The one we patron has decent food and great customer service. The others in our area have terrible customer service. Even the managers don't treat the customers well.
@roflwofl wrote:
They seem to be doing better without it.
How do you come to this conclusion? Just curious because, although I don't frequent McD's too much, I'm still getting cruddy service at every location I go to.
I eat there sometimes. I actually find the service better now than I did when I mystery shopped them. It was never wonderful service and still isn't. The mystery shopping program never seemed very well designed to actually improve customer service. The biggest focus was on how fast they could get the burgers, etc., out to the customer. There was a minor focus on cleanliness, but mostly it was all about speed. I'm not surprised they stopped their MS program, I'm more surprised that they continued to pay for the MS program for as many years as they did.
Sorry, only registered users may post in this forum.