A McDonald's in San Francisco.
Photograph by Justin Sullivan — Getty Images
By John Kell
November 23, 2015

McDonald’s wants to make sure that customers are lovin’ its service—both in stores and from their cars.

The fast food giant is focusing on improving the drive-thru ordering process to be more personal and accurate, Bloomberg reports. The new method is called “ask, ask, tell,” and it gives three chances for a McDonald’s (MCD) employee to check that the customer order is in fact accurate.

Why is this so important? Bloomberg reports 70% of sales at McDonald’s are made at the drive-thru.

The fast-food purveyor is currently in the early stages of a turnaround led by CEO Steve Easterbrook, who often touts an increased focus on serving hot and fresh food with fast and friendly service. While that seems like a fairly simple formula, McDonald’s has faced persistent criticism that the chain’s restaurants were failing to consistently deliver on those promises.

But a focus on operations has begun to pay off: McDonald’s last month reported its first quarterly increase in U.S. same-restaurant sales in two years. Investors are also paying attention. McDonald’s shares have increased 22% so far this year—easily besting the performance of fast-casual powerhouses Panera (PNRA) and Chipotle (CMG).

The drive-thru is an important element of the “service” portion of McDonald’s turnaround strategy. Some other investments there have included the establishment of a digital platform. McDonald’s was the first in its industry to accept Apple Pay in the drive-thru. It is also enhancing drive-thru capacity at many of the new and re-imagined locations it has opened in the U.S.

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