McDonald’s value their employees and their professional development. They also have a long history of promoting from within—70% of restaurant managers and 50% of U.S. company officers began their careers in entry-level positions in a McDonald’s restaurant.

However, the organization has a significant percentage of foreign-born employees, estimated to be 20% or even more in some locations, and these employees may have limited English language skills. In order to help employees to take on more responsibilities, grow in their roles, and provide excellent service, they need support to improve their English.

Operationally, any learning program needs to accommodate busy schedules and be tailored to the specific communication tasks required of a restaurant employee or manager. Additionally, the structure of the business and its franchising model presents challenges around program management and communication.

McDonald’s was therefore looking for a solution to minimize misunderstandings or errors that lead to decreased productivity, poor customer service, and even workplace conflicts. Ultimately, their goal was to help their teams find their voice and reach their full potential, boosting key metrics around recruitment, engagement and retention.

Through the 'English Under the Arches' language training program, powered by EF Corporate Learning, thousands of employees can learn English through teacher-led classes and online resources. The landmark program helps attract and retain high-potential employees from all backgrounds who can feel supported to step up and prepare for work, and life outside the restaurant too.

Training focuses on on-the-job communication skills with small groups of restaurant peers, delivered face-to-face and online. EF Corporate Learning overhauled the existing English program in 2022, hiring and retraining teachers in our award-winning Efekta Method™, incorporating online classes, and producing custom digital learning content for restaurant staff.

EF Corporate Learning also implemented a comprehensive program management system across a fragmented network of sites, handling all aspects of communication and administration. A Spanish training option has been added to support managers of Spanish-speaking employees.

The program has proven to drive inclusion for increasingly diverse restaurants and offices, including removing language barriers to upward mobility within the organization and increasing the talent pool. As well as improving customer service and restaurant efficiency, English training provides life-changing transferable skills for McDonald’s employees to advance their careers and integrate better into their communities.

On top of that, learners enrolled on the program demonstrate high levels of engagement, attendance, and progress. This includes an 107% increase in participation as compared to the previous English program, as well as an impressive NPS (Net Promoter Score) of 82/100. Besides the clear impact reported by employees and managers as to improved communication and confidence on the job, learners also highly rated the lessons themselves, with a 4.9/5 average teacher rating, and 97% reaching their learning goals.

The program has received international recognition for its impact; in the 2023 Brandon Hall Excellence Awards, our program with McDonald’s was granted the ‘Future of Work’ Gold Award for effectively and impactfully upskilling restaurant staff in English across the world.