Local staff and customers are loving the new McDonald’s experience after restaurant evolution
After significant investment from local franchisee Bruce Baillie, the McDonald’s restaurant in Coleraine has received a major digital makeover creating 20 jobs for the local area. With innovations led by improving the customer experience, these major digital changes benefit everyone.
To improve the speed and ease of ordering, you now have the option to use one of seven self-order kiosks. These allow customers to browse the menu, look at nutritional information and personalise their meals, giving people more time to consider their food and drink choices. These changes have been designed with changing customer needs in mind, and the dedicated dining room hosts ensure the process is as quick and easy as possible.
Table service has also been introduced to the restaurant, which aims to take the stress out of finding somewhere to sit when carrying food, potentially with children, bags and buggies. Customer feedback has so far been positive; families enjoy ease of not having to leave children unattended while queuing, and people feel it means they have more time to chat with friends and family.
Bruce Baillie has been a franchisee in Northern Ireland for 22 years, “Since we’ve re-opened we’ve noticed a change in how our customers are treating our restaurant,” he said. “People who used to pop in for a quick bite to eat are staying longer to make use of the tech we now have on offer, such as our tablets and free Wifi. We’ve also noticed a difference in the way people are ordering, for example people are now more aware of our healthier options such as swapping fries for a side salad or adding a fruit bag to their children’s Happy Meal.
“These changes have been designed to make our customers’ experience as positive as possible and the new technology benefits everyone – whether that’s providing people with a chance to get to grips with using a tablet in a relaxed environment, or providing mums with a quick and easy way of ordering their food.”
“I am really enjoying the new look restaurant,” said Simon Magee, a customer at the Coleraine restaurant. “At first I was a little unsure and thought the kiosks would mean it took me longer to order but they definitely speed things up. A crew member talked me through it the first time but it’s so easy I use them every time I visit.”
The introduction of these changes also means that McDonald’s crew are able to widen their skill set. More are able to be in front of the counter, serving customers and helping them navigate the new digital menu boards for the first time ever. This takes McDonald’s customer service to the next level and crew and customers alike are noticing the positive difference.
Bruce added: “I’ve been a franchisee for more than20 years and have seen the McDonald’s experience transform in this time. Our restaurants are a great leveller and are able to suit the needs of people from any background who want to come in grab a bite to eat or drink and enjoy the atmosphere these changes have created.
“I am dedicated to investing in the local area and in the development of my employees. That’s why I’ve improved the crew room to provide them with the same facilities that our customers enjoy and have an area to train and develop to keep improving the service we offer. I’m confident that this new look restaurant in Coleraine will be a welcome addition to the area and I’m looking forward to welcoming our customers in to show off the changes.”
As McDonald’s constantly strives to bring more innovation to customers in the UK; the future could see even more exciting features introduced if current trials prove successful. This could include the option to customise the classic burgers that customers know and love. The current restaurant reimaging programme is the company’s biggest and most ambitious in its history. Currently employing over 115,000 people, with more than 2,400 employed in Northern Ireland, the company is in its 43rd consecutive quarter of growth thanks in part to evolving the customer experience and its menu offering.
PICTURED : Bruce Bailie, franchisee at the McDonald’s Coleraine restaurant is pictured with Steven McFaull and Rhonda Evans who attended the official opening of the restaurant 22 years also.