McDonald's Making Unhappy Meals

By Laura Oppenheimer in Food on Feb 27, 2007 4:30PM

Their slogan might be "I'm lovin' it," but not all of McDonald's customers are: complaints per 100,000 guests totaled 20.1 at company-operated stores, compared with 18.5 in 2005. Complaints at franchised stores were 12 complaints per 100,000, up from 11 in 2005.

What exactly makes all of those Happy Meals less than happy? The number one customer complaint is screwing up orders, accounting for one fourth of all complaints..

"Wrong item included in order" and "product missing" led the service-errors reported list, followed by "incorrectly prepared product," according to information e-mailed to franchisees.

Other accuracy issues at which customers chafed included "condiments missing," "inadequate portion," customer "shortchanged or overcharged," and "napkins, straws or utensils missing."

Oak Brook-based McDonald's found that the west coast had the highest level of satisfaction, while the east coast had the lowest. The Midwest was somewhere in the middle, in terms of customer complaints. In case you base your choice of residence on which McDonald's are treating their customers best, the number one state for customer satisfaction is Hawaii. That doesn't sound bad to us at all....

Image via Unquiet Mind.