This is now the third time I've stood in line at MacDonald's and noticed this...
Don't usually eat at Mickey Dees, but occasionally we like to get a shake or some fries. Tonight was a shake. While I was waiting I noticed the register display: "Avg svc time: 42 secs." So I watched the clock as the cashier filled the order for the couple in front of me. Three minutes. 180 seconds. Well, there went the average. So I was curious what would happen when I ordered my shake. From the time I was greeted to the time I received my shake, two minutes passed. 120 seconds. And the display read: "Avg svc time: 38 secs."
The last two times I was in MacDonald's, I waited seven and 10 minutes.
So this measurement has NOTHING to do with customer satisfaction or service. It DOES measure how efficient the cashier in getting the customer's money.
Next time I go in, I think I'll stutter and change my mind a few times and really messup their average. Or better yet, I'll go in with a stopwatch. Let them know I plan to check the accuracy of their published service times.
I'll probably have to wait an hour for my fries.
19 January 2007
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