Customer Experience

Customer Experience
Name
Institution

Customer Experience
Customer experience at McDonald’s
I have been a loyal customer at my McDonald’s in part slope Brooklyn for over 16 years, and my first years as a customer at the firm, there was everything right going on, and the customer experience every day became better and better. However, the incident that took place last year December made me rethink my stand about the company and its customer services. My latest experience at the firm was the worst. The new self-service kiosks have turned out to affect the customer relationship with the business negatively. Initially, most services carried out by the customer. However, the stalls have reversed the activities of the customer. I had to do all the work. Also, it took me more time than when people instead of machines were offering the services, and some of the products had their prices increased. Moreover, is still had to pay through the cashier since I had no Visa. The queue was longer than it had ever been as there was only a single worker at the cashier. It seems she was newly employed as barely spoke English and had the worst attitude I had ever experience with a fast food cashier. My conclusion was that the firm had laid off most workers since they introduced the kiosk and being only a single employee at the branch, the amount of work was overwhelming and stressing her out.
Kano Model Analysis
Dissatisfiers
Based on the Kano analysis theory, the basic needs of the firm to the customers were not met.

The kiosks had turned out to be more time consuming and stressful to use since most people were not well educated on how to use the machine to make purchases. Furthermore, it requires one to have a Visa or Mastercard or else the customer will have to queue for may cash payments.
Satisfiers
From my experience, the company’s performance was terrible as most customers were walking away complaining and stating the quality of services had decreased (Zimmerman, 2016). The performance needs of the firm were hardly met as the prices of some of the products such as Premium Salads and Baked Apple Pie had increased in addition to a slow service by the cashier.
Delighters
Moreover, there were no delighters and what was expected to be excitement, the kiosks, in this case, had several limitations that negatively affected the customer experience.
Recommendation
A recommendation for the firm would be to improve the kiosks so that carrying out any services using the machine becomes fast. Furthermore, the booths should have the capabilities to serve customers who have cash at hand instead of visa or MasterCard. The company should also carry out more surveys to capture the limitations the kiosks have from the customer’s point of view and educate people on how to use the machine. According to Okeke (2016), new technology can negatively affect customer experience if not well introduced and if the customers’ complaints are ignored. Lastly, the company should hire more workers and start work-shifts so that workers do not end up stressed by too much work. Stroud (n.d.) explains that workers’ satisfaction is directly related to customers satisfaction. In this case, McDonald should divert their resources to improve the performance of its works to enhance positive customer experience.
References
Okeke, K. (2016, March 17). Three Things That Negatively Impact Customer Experience in Your Business. Retrieved February 05, 2018, from http://customerthink.com/three-things-that-negatively-impact-customer-experience-in-your-business/
Stroud, D. (n.d.). The Kano Analysis: Customer Needs Are Ever Changing. Retrieved February 05, 2018, from https://www.isixsigma.com/tools-templates/kano-analysis/kano-analysis-customer-needs-are-ever-changing/Zimmerman, K. (2016, August 02). 3 Ways to Do Customer Experience Analysis. Retrieved February 05, 2018, from https://www.clarabridge.com/blog/3-ways-customer-experience-analysis/