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Just a new experience to add. Sort of echoes sentiment that has already been expressed.
I was in the unfortunate situation recently of Maccas being about the only lunch option I had time for, I was also in need of a stretch so I parked and went into the store.
First up, they are really pushing the use of the new kiosks to order, even for "off the shelf" stuff. So much so that when I walked in I was fronted by a staff member "May I take your order at the kiosk sir"?
I declined and went to the counter, only to have another staff member front me "May I take your order at the kiosk sir"? so I gave in and let them do it. You have to suspect that they are intending to get us used to using them so they can drop staffing levels.
The upshot, it took longer for a well versed staff member (In contrast to myself, someone who dislikes the self serve concept at places like this and steadfastly refuses to use it) to take my order at the kiosk than it normally normally would at the counter, and I still did not get what I asked for! The number of steps and pokes and swipes at a screen with your finger involved in ordering an off the shelf meal with a small addition (Jalapenos on my quarter pounder, which she muffed and they did not materialize) would send me out the door if that is the future of Maccas.
Self service I could see some benefit in if the reduced staffing released staff members from menial jobs to do something more interesting, but I am as sure as anyone else they are just a way to bump staff out the door and reduce costs, and you can bet that the cost reduction will not come back into the customers pocket.
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