MONEY MATTERS
New study reveals the five biggest challenges faced by UK Quick Service Restaurants Challenges are directly impacting food safety standards, with one in 10 franchise managers and employees believing food safety has been at severe risk on their site in recent months
L
ONDON 10 February 2022: Leading global public
tensions. Alongside the increased work pressure, QSR
health and safety organisation, NSF International,
brands are concerned about ensuring that third-party
has commissioned an independent study into the
logistics partners have adequate food safety training,
state of quick service restaurant (QSR) operations in the
clean and suitable vehicles, and appropriate food boxes to
UK. The survey revealed the top five key areas of concern:
ensure standards are upheld across the purchasing chain.
Covid-19 regulatory requirements
Equipment breakdowns
the rise of home delivery
The fast-paced, high-pressure nature of QSR work makes
equipment malfunctions
equipment breakdowns prevalent – and deeply disruptive
training and staff turnover
– putting both consumer and employee safety at risk.
“This is a pivotal moment for QSR brands. We know that
Nearly a third (27%) of QSR operations simply switch off
many of the trends and corresponding challenges brought
machinery due to a lack of time or expertise to troubleshoot
about by the pandemic are here to stay, so restaurant
the problem, with 31% temporarily discontinuing a menu
owners and managers need to adapt in order to survive
item because of non-functioning equipment.
– and to do so safely,” said John Rowley, VP, Global
One in 10 QSR managers and employees also admit
Food Division for NSF. “Our recent study looked at QSR
to skipping automatic cleaning cycles (12%) or ignoring
operations in the UK as well as restaurants across the
error messages on equipment (13%), a practice that was
US, China, India and Latin America. New regulations and
of concern to John Rowley. “For so many of QSR workers
procedures, staff training and retention, and the need
to be actively ignoring cleaning protocols puts food safety
to accommodate rapid delivery and takeout orders have
at a huge risk. Food safety standards should be held in the
all taken a toll on the ability to keep operations running
highest regard – it is the factor that has the potential to
smoothly, not just in the UK but around the world.”
make or break a QSR establishment, above all others.”
The impact of Covid-19
Staff turnover
QSR operations is a constant balancing act between
More than half (59%) of QSR managers have found staff
quality, customer-centricity, and food safety whilst under
turnover to be an issue for their business, with two in 10
pressure to maximise efficiency and speed. Yet the
(23%) believing it to be the biggest negative impact on
events of the past 24 months have upset this balance.
operations. Covid-19 has only heightened the issue, with
As a result of the pandemic, the overwhelming majority
41% of respondents saying finding and keeping staff is a
of QSR franchises and employees raise concerns over the
huge challenge following the pandemic.
new regulatory requirements (82%). This has created a
Lack of training
knock-on effect, with survey respondents citing further
Already a key aspect of operations for any QSR
challenges in the form of longer customer waiting times
brand, training has become even more critical as
(55%) and increased running costs (36%).
Covid-19 increased staff turnover and necessitated
A rise in-home delivery
new regulations and procedures – in fact, 73% of QSR
One in 10 (14%) QSR managers said home delivery has
respondents say the pandemic has increased their
increased food risks due to added pressure on employees.
training needs. But at the same time, the pandemic has
Survey respondents noted that increased customer
also made the process more challenging. More than half
demands over the speed of delivery (36%) and keeping
(56%) had to cancel or delay employee training due
food at the right temperature (27%) were the biggest
to Covid-19. The lack of immediately available training,
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Fastfood Professional • April and May 2022
April and May 2022 • Fastfood Professional
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