LONDON — A recent study of McDonald's locations in the United Kingdom has found that customer satisfaction is, on average, an impressive 20% higher in restaurants that employ kitchen staff and managers aged 60 or older.
The fast food chain, The London Telegraph reports, invited Lancaster University Management School to examine the performance of 400 of its restaurants and that was a major finding. David Fairhurst, a McDonald's official in the UK, was quoted as saying that improved customer satisfaction at outlets with a mix of old and young staff meant higher profits for the chain.
Fairhurst credited the positive results with older workers' cumulative experience, work ethic and skills in dealing with customers face to face. Importantly, younger staff also responded positively to having older colleagues around them, he said. Most of the chain's recruiting is done online.
In response to the recent research results, UK McDonald's is now making paper forms available in their outlets to make it easier for older people, who may not have access to the Internet, to apply.
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