So, I never visit McDonald's. Oddly, I have managed to visit them twice this year. Once a month ago while traveling and it just worked out that it made the most sense when we stopped for fuel while traveling.
And second last night. We were at the lake late and coming home just before 9pm. Most non chain places were closing, and the only local spot open was McDonald's. Had the whole family including my visiting parents.
The experience was pretty awful. First, they had 3 employees in the building, and the expectation was that you use the Kiosk. I didn't have 'strong' opinions of having to use it vs. speaking to a human. However after ordering 4 meals on it, it is quite the nightmare for the casual visitor. Probably took 4x as long to order our food.
My parents took their order on a second Kiosk and were not even able to complete their order (Parents are in their mid 70s). Not sure what happened, I wasn't watching them. My dad was quite irritated at this point.
After asking one of the humans multiple times for help, he took their order at the register.
<insert 30 minute wait for food>
Our food was placed in their pickup area in bags with napkins (store napkin holder empty). Nearly every burger was overcooked and quite dry. Both my buns were hard. The fry's were luke warm and not very fresh. The meal for 2 adults and 2 14yos was $40 bux.
I saw a story on Lemmy last week about how McDonald's profits were down and the general consensus was that it was the over priced food. While I'm sure that has an impact I believe the Kiosk, slow 'fast food' and overall experience has to be a huge negative.
My parents were PISSED, and they are historically huge McD Patrons. At least in their case, the price will not be why they do not return. Its the awful experience.
Kiosks of any sort can vary, from fast food to grocery to other types. There are some that work well and make self service far faster and easier, and others that routinely have issues. I've never used McD's, but I have used Sheetz a lot before and it flows very well both in displaying the options as well as suggestive selling that isn't in your face and disruptive. As for groceries, Publix has always been perfect for me, while some others not as much. Walmart's is 50/50 on if it will work okay or have some issue.
I wonder if there's a list of what manufacturer supplies what kiosks and a correlation can be made.
Outside of the ordering, McDs has never been the best, but as they've dropped in quality to drive profits and still meet the demand that persists regardless, so have others. My favorite used to be Burger King in the 90s, but I will go to McD instead of stepping foot in a BK at this point, that's how bad they are.
And the stupid thing is, none of them are doing anything much different. The quality doesn't have to be this low in food and service. I can only assume the bottom line is greater if they sacrifice everything needed to keep standards up and maintain just enough to keep a minimum demand flowing.