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Mature workers make their mark at McDonald's

New research proves older workers enhance McDonald's business performance

McDonald's today revealed the commercial impact of creating the right blend of youth and experience in its workforce.

According to new research conducted by Lancaster University Management School, which examined the performance of more than 400 McDonald's restaurants across the UK, employees aged 60 plus deliver a significant business boost.

The study revealed that levels of customer satisfaction were on average 20 per cent higher in restaurants that employ staff aged 60 and over. Widely recognised as one the largest providers of first time jobs in the UK, McDonald's also has a strong core of older workers, with around two-fifths of restaurants employing staff aged 60 and over.

A survey of McDonald's restaurant managers revealed the reasons behind the customer satisfaction boost delivered by later life workers:

• Over two thirds (69%) said later life workers empathise with and connect well with customers
• Almost half (47%) cited later life workers' ability to go the extra mile to deliver the best possible customer service
• 44% believed later life workers brought mentoring skills to the workplace, helping younger colleagues develop and mature

David Fairhurst, Senior Vice President, Chief People Officer, McDonald's UK & Northern Europe, said: "Changing demographics in the workplace mean that later life workers are now the fastest growing age group in the labour market. Yet despite the growing numbers of mature workers, their contribution to business and the wider economy often goes unsung. It might surprise people to learn that at McDonald's we employ over 1000 people aged 60 and above. These employees play an important role in our business and, as the research shows, they make a huge impact on customer satisfaction."

"We've found that our fast-paced, dynamic and flexible working environment appeals to a wide range of ages. It allows students to work around their studies and means grandparents can earn a little extra cash to spend on their grandchildren. But no matter what their age, we're proud to offer all of our people the opportunity to develop new skills, and gain valuable, nationally recognised qualifications that enable them to fulfil their potential at McDonald's and beyond."

"Whilst the vast majority of our employees are under 30, it's good for our people and good for our business to have a diverse range of ages in our restaurants. I urge employers across our sector to realise the benefits of an age diverse workforce. As our experience has shown, the right blend of youth and experience can make a real difference."

Professor Paul Sparrow, Director of the Centre for Performance-led HR, Lancaster University, said: "The research clearly demonstrates the very real business value of recruiting an age diverse workforce. For McDonalds, we can show that the presence of older employees improves customer satisfaction, and in a service led business such as theirs, this drives the bottom line. Mature employees are a key part of the performance recipe."

"This is good news for the workforce given the changing demographics of our society. We're likely to see more and more people working for longer, either because they are sufficiently fit and healthy to do so, or to shore up their financial security."

"Employers must rise to the challenge of adapting to Britain's ageing workforce, and this research shows that there can be a sizeable prize at stake for those which succeed in doing so."

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