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McDonald's to reopen at Lockmeadow, Maidstone tomorrow after makeover

Big Mac munchers and chicken nugget chompers will be able to quell their hunger again as a popular McDonald's reopens after a six-figure makeover.

For three weeks the fast-food chain, which sits on the Broadway near Lockmeadow in Maidstone, has undergone works to give it a new layout and improve the customer experience.

McDonald’s on the Broadway turning in Maidstone
McDonald’s on the Broadway turning in Maidstone
New main entrance to McDonald's on Hart Street
New main entrance to McDonald's on Hart Street

Diners and delivery drivers will now be kept apart with separate entrances into the restaurant and a dedicated waiting area for those picking up orders for Uber Eats, Just Eat and McDelivery.

Regular customers will enter through the main door to find four interactive screens to the left of the room.

They will be encouraged to order via them or through the McDonald's app - but the option of paying at the till is still there for those not wanting to use the technology.

From there they can choose whether to use table service or to collect their order from the counter.

Menu kiosks in the store
Menu kiosks in the store
The new customer counter
The new customer counter
Mcdonald's Hart Streetr makeover (57970257)
Mcdonald's Hart Streetr makeover (57970257)

Franchisee for Maidstone branches of McDonald's, Ali El-Hajj, said: "Customers have a different purpose coming into the store than those collecting deliveries.

"Drivers aim to be in and out with their deliveries while customers want to enjoy the dining area.

"Since we introduced delivery and the demand for it has been great we felt that affected customer's experiences due to the drivers coming in and out.

"The customers are coming in to enjoy their lunch or dinner with his friends or alone while our partners in delivery teams are coming in and out to pick up deliveries and take them as soon as possible.

"The concept is to separate the two so we created two entrances - one for our customers who as usual will come in and now they have a new channel to order from if they choose which is the app.

Ali El Hajj, Franchisee, says changes were made with 'customer in mind'. Picture: Martin Apps
Ali El Hajj, Franchisee, says changes were made with 'customer in mind'. Picture: Martin Apps

"They can order either through the app, at the kiosk and if they want to they can order from the till.

"Using the app will give great benefit because of the extra rewards they'll receive in loyalty points and a number of offers and it's better for them.

"As for our delivery partners they will use the second entrance which has been built specially for them.

"There is now a monitor outside the door telling them when their order is ready so they can come into the resting area wait for their order and once it is ready head to the counter to collect it.

"The whole thing has been done with the customer in mind. We want to give them the best experience.

A secondary entrance for delivery drivers has been added
A secondary entrance for delivery drivers has been added
A monitor is on display outside for delivery drivers to check orders
A monitor is on display outside for delivery drivers to check orders

"The is a misconception that we prioritise delivery drivers as people see them get food sooner but what isn't seen is the customer at home ordering that food 20 minutes ago so this will also help keep the two types of customer separated."

The refurbishment is part of a bigger initiative by McDonald's and the same changes have already been put in place in other franchises across the country.

Ali was unable to give a definite figure on the cost of renovation but said it was in excess of £230,000.

Though he was unable to confirm when the refurbishment will take place at McDonald's on Week Street he did say it was a matter of when rather than if.

Gareth Pearson, McDonald’s UK and Ireland chief operations officer, said: “The pace of change within the restaurant industry is relentless, and the pandemic accelerated this with digital adoption gathering greater pace.

Reporter Ben Austin receiving his food from franchisee Ali El-Hajj at the new counter
Reporter Ben Austin receiving his food from franchisee Ali El-Hajj at the new counter

“Our customers rightly expect to have choice in how and where they order and collect their food, and our job is to ensure that every experience is a great one.

“For this to be the case, we know we also have to provide our restaurant teams and delivery partners with the best possible environment to work in.”

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