Fast food chains in general tend to have a nasty reputation when it comes to customer service, but McDonalds remains a bit of a divisive brand, attracting some lifelong devotees and repelling others who wouldn't enter the red and yellow premises if their lives depended on it. The company appears to have noticed this, as well as a decline in revenue, and has recently announced plans to improve its reputation through a renewed effort in making its employees more approachable and locations more productive.
It's important to consider the specific factors leading to this situation. A majority of the individual locations are locally owned, according to an article on the subject recently featured in the Wall Street Journal, which could make it difficult to implement changes across the board. Regardless, the chain is endeavoring to address this issue through different means, including installing an intermediary "runner" at restaurants to aid an overtaxed staff.
The physical facts of that particular industry may make it difficult to keep high standards on responding to user feedback, but the food giant is trying, and has turned to online customer services to get recommendations from consumers. Executives at the company are making no secret of this, but of course only time will tell of its methods, like a more organized order/pick-up system, will prove to have any staying power, especially in the face of such daunting other factors.
But it presents a crucial lesson that even the most far-reaching and indelible of businesses can be threatened by unhappy consumers. In fact, it's the biggest that have the most to lose in this area, especially when they have less control over how their branches are run. One tactic employers might take to increase this kind of good response could be to keep a friendly and well-informed live answering service employed to give accurate messages over the phone.