Low-Rated McDonald's Eyes Improved Customer Service - Brief Article

Brandweek, March 19, 2001

OAK BROOK, ILL-McDonald's USA named franchise owner Paul Saber to a newly created svp post to improve customer satisfaction. Saber "will work with senior management and franchisees, focusing on enhancing the customer experience in McDonald's restaurants nationwide," per a statement, McDonald's, which also warned investors that earnings would fall below expecations, was among the poorest performers in a recent customer satisfaction survey by the University of Michigan's National Quality Research Center.

The move follows another shift that saw McD merge its menu development and marketing functions, replacing U.S. marketing head Larry Zwain with Tom Ryan, head of menu development. Zwain will head to a post overseas.