Absolutely Agree, but I wonder about something. Look at Chic-Fil-A ... the customer experience there is one of the positive driving forces, where Wendy’s and MacD are finding it is a negative driving force. Somehow it is “who” you hire, I think.
I’ve been to several Mc Donald’s where they have truly improved customer service; smiling and attentive staff, table flags & bringing slower orders to your table, table visits for ketchup, other. In Canada, they have Build Your Own Burger (with good options like pepper cheese and grilled onions) touchscreen kiosks, including payment, table flags and your order brought to your table. They check your satisfaction, and will even get ice cream for ya.