McDonald's: Mystery customers help encourage employee morale

McDonald's stated that McDonald's has major projects in the world that are known as mystery customers. China also has similar projects in progress. This activity aims to examine the overall performance of McDonald's restaurants' food quality, cleanliness and service quality from the perspective of ordinary customers.

McDonald's also said that the Mystery Customer Project helped McDonald's managers and restaurant managers set up incentives and incentives for outstanding employees. Feedback from some markets shows that these incentives are very beneficial to employees' morale and their performance.

In the NetEase Business Channel, the website designed "you think that McDonald's should not hire a customer as a supervisor". As of 9:00 last night, a total of 450 netizens chose the “should” option, 406 netizens chose “should not”, and 86 had chosen “not to say”.

Corporate people: Mystery shoppers are not suitable for Chinese culture

Zhou Jun (Bose Cosmetics Sales Manager)

McDonald's is not proper in implementing a mysterious customer system in China. If the mystery customer system is designed to supervise poorly performing employees, employees who have always had a self-disciplined behavior will certainly feel very aggrieved. This may have a negative psychological effect on them. Chinese people are more subtle in their personalities, and they are less likely to accept the direct and straightforward criticism. It is even less likely that they will psychologically accept this kind of performance assessment model that depends on external supervision. Companies like McDonald's that have a relatively complete training system should improve their self-discipline awareness from training. I believe that the vast majority of employees are proud of the company. With the support of a sound training system, they can handle their work responsibly.

Zhou Yiting (Deputy Director, Public Relations Department, Shanghai Fosun Pharmaceutical Co., Ltd.)

I think this is an experience that local companies need to learn from "foreign" companies. Just like the company has an accounting position, we must set up an audit to review and supervise their work. Especially in service industries, employees do have better job performance when they are under supervision.

However, this mysterious customer system can only be a supplement to the company's performance appraisal system, and it must organize training to familiarize employees with the assessment rules of the mysterious customer system. The Ministry of Culture must also do a good job of the ideological work of the employees. Do not let them feel that this system is just picking the wrong employees. Instead, they must be rewarded with fines, penalties, rewards and penalties, and guide good corporate behavior, and reward good performing employees. In this way, employees can really accept this system.

Lu Jiajun (Manager, Shanghai Aisihui Environmental Technology Co., Ltd.)

How can we assess the level of service of our company's employees through public channels? Regardless of the high or low position of each employee, his labor should be given the necessary respect. I feel that this is the company's disrespect for the privacy of employees. Work is also private. In terms of ethics, I condemn this practice. Is this a gimmick for the company to promote its own business philosophy and play in the social sphere?

Li Bin (Officer of the Human Resources Department of Suzhou BenQ)

I think McDonald's approach is understandable. As long as employees always maintain a high working condition at work and always take their work seriously, there is no need to fear the investigation and supervision of mysterious customers. People who are often inconvenient in their day-to-day work and cannot always take their work seriously are afraid to be supervised by mystery shoppers. It is this part of the staff that has enabled the company to hire mysterious customers. However, in the process of operating the mysterious customer system, the company must ensure that the objective of the assessment system is separate from the subjective of the mysterious customer.