McDonald’s CEO Isn’t Concerned About Franchisee Unrest
Skift Take
The operator complaints regarding McDonald's costly store remodels were an inevitable part of the revamp process. How CEO Steve Easterbrook handles the complaints, though, is going to be the difference between whether this giant project works or not.
McDonald's had a lot to answer for going into its latest earnings report, Wednesday. In the past quarter, McDonald's franchisees have continued to voice their discontent with the number of costly upgrades and 'Experience of the Future' (EOTF) store remodeling requirements that have come down the pipeline, forcing McDonald's to loosen the timeline on the remodels.
A number of concerned franchisees have banded together to build a separate franchisee association, the National Owners Association (NOA), that is working to provide a public, independent voice for McDonald's operators. The NOA has recently been pushing out surveys publicizing how frustrated operators are with various McDonald's initiatives, from kitchen buildou
