Jean Bulmer is a 60 plus worker for McDonald's.

Workers over 60 are boosting McDonald's business

13th August 2009, 11:32am

Research out today has shown that mature workers are having a positive commercial impact on fast-food giant McDonald's business.

The study conducted by the Lancaster University Management School examined more than 400 McDonald's restaurants across the UK and found that employing people aged 60 and over delivered a significant business boost.

Customer satisfaction was found to be 20% higher in those restaurants employing staff aged 60 plus.

David Fairhurst, chief people officer for McDonald's explained more about the fast-food chain, which says around two-fifths of restaurants are current employing staff aged 60 plus.

"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. 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."

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

Professor Paul Sparrow, Director of the Centre for Performance-led HR, Lancaster University, said the study is good news for an ageing population and subsequent workforce.

"This is good news for the workforce given the changing demographics of our society. 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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Rachel Tinsley

14 August 2009 at 10:30am

I quite agree with the older workers going the extra mile. This is a lovely article and well done to McDonalds.

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