The Wall Street Journal reports the fast food giant is pushing to repair their "broken" service amid numerous complaints about rude employees.
In a webcast with franchise owners last month the vice president of business research for McDonald's USA, Steve Levigne, stated that "service is broken" and that one in five customer complaints were congeniality-related.
The restaurant chain's most-often received customer complaint is "rude or unprofessional employees," so it was only natural for franchise owners to step up and change things.
According to one franchise owner, the new leadership at McDonald's "has decided to focus on customer satisfaction as a real driver for us to build the brand and build sales."
"For us to maximize the potential that's out there, we've got to be the leader in guest satisfaction," the franchisee said.
Other complaints about the restaurant include the speed of the service, with many restaurant patrons calling the overall service "chaotic."
According to Levigne complaints about speed "have increased significantly over the past six months."
This has not been a good week for the world's largest chain restaurant. The news of McDonald's dealings with customer service coame a few days before the company came under fire for featuring an ad comparing Big Mac cravings with mental illness.