Consumer Satisfaction Survey Spring 2014 UNIV OF ALABAMA AT BIRMINGHAM US10066
Objectives and Method What are the Benefits of participating in the Survey? - Sodexo uses the survey to improve residential and retail dining services. - The survey results are used to help us develop new dining plans, retail products and new services. - the goal is to improve customer satisfaction and loyalty through improved service performance. - Consumer Insight is part of Sodexo's culture of continuous improvement Method: All consumers were asked to complete an online survey about their experiences with the on-site café. Consumers received the online survey through a link sent to their email in-box. Number of respondents: 508, with consumers and 23 non consumers. Date of survey: March 2014 Note : - Results are displayed if the threshold of 20 respondents is reached - : Significant differences beetween March 2014 and November 2013.
Survey results Satisfaction and Loyalty Results
Business Rewards of Highly Satisfied Customers Highly satisfied customers don't switch, they recommend the brand, give higher share-of-wallet, cross-purchase, etc. Highly satisfied customers create effective, and free word-of-mouth buzz with their peers and associates. Highly satisfied customers are more likely to purchase additional products, thus increasing sales and lowering costs. Highly satisfied customers make our employee's jobs much easier, creating a more satisfying work environment.
Overall Satisfaction and Recommendation Overall, how satisfied are you with the food and service in the Café? %Very Satisfied + %Satisfied Education Spring 2014 Fall 2013 58 75 75 respondents Sample size: Very dissatisfied Satisfied Average satisfaction Consumer Experience Drivers* Dissatisfied Very satisfied Color Legend 81-100% 61-80% 41-60% 0-40% 478 Satisfaction on Meal Experience Spring 2014 Fall 2013 64 78 82 Satisfaction on Meal 58 71 76 * Please see details in Appendix Very dissatisfied Satisfied Dissatisfied Very satisfied
Overall Satisfaction and Recommendation Would you recommend this dining hall to a friend or fellow students? %Definitely + %Probably would recommend Education Spring 2014 Fall 2013 58 77 72 respondents Definitely would not recommend Probably would not recommend Probably would recommend Definitely would recommend Based on your experience with this dining location this semester, how likely would you be to Color Legend 81-100% 61-80% 41-60% 0-40% Sample size: 483 Continue to purchase food from this dining location 473 Visit other on-campus dining locations more often 456 Renew the same meal plan next semester 477 Visit this dining location more frequently than you currently do 453 Upgrade from your current meal plan next semester Spring 2014 Fall 2013 67 82 84 60 73 63 43 63 70 22 41 36 8 14 23 Definitely would not recommend Probably would recommend Probably would not recommend Definitely would recommend
Overall Satisfaction and Recommendation Spring 2014 Fall 2013 Overall Satisfaction 58 75 Recommendation 58 77
Survey results Meal & Meal experience
Meal With regard to the food, how satisfied are you with the following? Sample size: 480 Temperature of the dishes 482 Food is prepared to my order 483 Ability to get a balanced meal everyday 480 Quality of hot entrées 482 Ease to find the types of food & beverages I like 483 Taste of dishes 483 Appearance, food presentation Quality of ingredients 453 Variety of vegetarian foods 477 Consistency of food quality 476 Variety throughout the week 483 Availability of healthy options 478 Menu variety at each meal 475 Menu keeps pace with changing trends offering more fresh ingredients 481 Value for money Very dissatisfied Satisfied Dissatisfied Very satisfied %Very Satisfied + %Satisfied Spring 2014 Fall 2013 Education 75 85 84 73 82 84 69 80 81 65 78 74 64 76 77 64 78 73 64 77 79 58 75 71 57 67 72 52 74 69 49 63 62 48 59 63 47 63 63 43 60 62 37 54 53 Color Legend 81-100% 61-80% 41-60% 0-40%
Meal Experience With regard to your experience, how satisfied are you with the following? Sample size: %Very Satisfied + %Satisfied Spring 2014 Fall 2013 Education Clarity of the signage (menu boards, posters, price labels) Hours café is open Atmosphere, decoration, ambiance and comfort Speed at check out Overall cleanliness (café, utensils, dining room) Availability of seating Theme day, celebration and special event menus Friendliness of staff Staff ability to answer your questions Availability (off and on-line) of nutritional information Availability of means (off and on-line) to report your feedback Speed of service Staff recommending new/different menu items 80 84 84 76 84 69 75 84 89 73 83 87 68 86 85 64 76 83 64 71 80 62 81 89 62 80 87 59 69 73 59 76 80 55 74 81 40 60 68 Very dissatisfied Satisfied Dissatisfied Very satisfied Color Legend 81-100% 61-80% 41-60% 0-40%
Survey results Consumers needs & wants
Favorite type of cuisine Which type of cuisine would you like to see more often? Mexican Italian Chinese Greek Japanese Thai Indian French (France) South American Middle Eastern Brazilian North African respondents
Survey results Alternatives to Self and barriers
Alternatives to Self If you choose not to use this dining hall, what do you do? Fast Food ON Campus Other Dinning Fast Food OFF Campus Meal Skippers Home made fans respondents Fast Food ON Campus Eat in a coffee shop ON campus / in the school Eat in a retail food court ON campus / in the school Other Dinning Eat in another dining hall ON campus / in the school Fast Food OFF Campus Eat in a coffee shop OFF campus Eat in a retail food court OFF campus Eat in a retail fast food OFF campus Meal Skippers Skip the meal Eat snacks Home made fans Bring my meal from home Prepare food ON campus in room / residence hall's kitchen Prepare food in apartment room OFF campus Eat in a retail fast food venue ON campus Buy a ready-to-eat food from a supermarket or convenience store OFF campus Eat in parents' home
Alternatives to Self What are all the reasons why you have seldom or never visited any on-campus dining locations this semester? The location was not convenient with my class schedule Available food/beverage items did not meet my needs Lines were too long at the times I wanted to make a purchase Prices were more than I wanted to spend Other Hours of operation were not convenient with my class schedul 182 respondents
Survey results Consumer Profile
Consumer Profile You are: You are: Male Female Other Under 18 18-20 21-24 25-28 Over 28 508 respondents Which of the following best describes your current status? 508 respondents How many days a week do you use the café on Campus? 1st year undergraduate 2nd year undergraduate 3rd year undergraduate 4th year undergraduate 5th year or more undergraduate 508 respondents Every day 6 days 5 days 4 days 3 days 2 days 1 day Less often than once a week Never 508 respondents
Consumer Profile Where do you currently live? On campus, in university residence hall Off campus, in university accommodation Off campus, in a shared apartment, home Off campus, by your own in a apartment/room At home with parents/family 508 respondents which option best describes your plan? Pre-paid meal plan (specific number of meals available) Pre-paid meal plan with dining dollars/flex points Pre-paid dining dollars/flex points only (no pre-paid meals) I do not participate in a meal plan or dining dollars/flex points 508 respondents
Consumer Profile How much do you spend on average when you purchase a meal ON campus Less than $2.00 $ 2.00 - $ 3.00 $ 3.01 - $ 4.00 $ 4.01 - $ 5.00 $ 5.01 - $ 6.00 $ 6.01 - $ 7.00 197 respondents Over $7.00 How much do you spend on average for a meal eaten OFF campus? Less than $2.00 $ 2.00 - $ 3.00 $ 3.01 - $ 4.00 $ 4.01 - $ 5.00 $ 5.01 - $ 6.00 $ 6.01 - $ 7.00 305 respondents Over $7.00
Survey results Synthesis
Satisfaction by Consumer profile Total Male Female 1st/2nd year 3rd year and more Spend $ 3 or less Spend more than $ 3 4d. Per week and more Method 508 173 332 299 204 15 45 108 400 Overall Satisfaction 58 54 59 58 56 67 47 60 Recommendation 57 58 57 58 60 57 58 Temperature of the dishes 75 75 75 76 73 86 74 75 Food is prepared to my order 73 72 73 71 77 73 63 76 Ability to get a balanced meal everyday 69 61 73 72 64 76 66 70 Quality of hot entrées 65 64 66 65 66 73 60 67 Ease to find the types of food & beverages I like 64 68 62 66 61 71 59 65 Taste of dishes 64 60 67 62 68 68 56 66 Appearance, food presentation 64 62 65 64 63 67 63 64 Quality of ingredients 58 56 59 57 60 62 50 60 Variety of vegetarian foods 57 62 55 55 60 62 49 59 Consistency of food quality 52 51 52 45 62 67 37 56 Variety throughout the week 49 48 50 49 50 64 46 50 Availability of healthy options 48 54 45 46 52 62 39 51 Menu variety at each meal 47 51 45 45 51 52 43 49 Menu keeps pace with changing trends offering more fresh ingredients 43 43 42 39 48 59 32 46 Value for money 37 33 39 39 33 43 29 39 Clarity of the signage (menu boards, posters, price labels) 80 83 79 79 82 82 75 81 Hours café is open 76 78 76 72 83 73 77 76 Atmosphere, decoration, ambiance and comfort 75 78 73 77 71 80 72 75 Speed at check out 73 74 72 71 74 78 74 72 Overall cleanliness (café, utensils, dining room) 68 70 67 64 74 69 56 71 Availability of seating 64 64 64 65 62 80 65 64 Theme day, celebration and special event menus 64 66 62 60 70 64 61 64 Friendliness of staff 62 65 61 62 62 76 63 62 Staff ability to answer your questions 62 63 61 60 65 76 53 64 Availability (off and on-line) of nutritional information 59 67 54 54 65 69 56 60 Availability of means (off and on-line) to report your feedback 59 58 60 57 62 64 49 62 Speed of service 55 53 56 54 56 71 60 53 Staff recommending new/different menu items 40 42 39 37 45 47 36 41 3d. Per week and less Sub groups with low basis (< 20 respondents) are not displayed
Consumer Satisfaction Survey 2014 In order to consider the most relevant areas of improvement, it is essential to know which criteria are the most important to your consumers. From the results, we can identify: - Strengths, important criteria having obtained a good score - Improvement opportunities, important criteria having obtained a lower score Strengths Improvement opportunities - Taste of dishes - Quality of hot entrées - Appearance, food presentation - Quality of ingredients - Value for money - Consistency of food quality 22 - Spring 2014 - UNIV OF ALABAMA AT BIRMINGHAM - US10066
Satisfaction by Consumer profile Importance + 14 Variety of vegetarian foods Satisfaction - Satisfaction + 15 Food is prepared to my order Importance - 1 Quality of ingredients 2 Taste of dishes 3 Value for money 4 Temperature of the dishes 5 Availability of healthy options 6 Quality of hot entrées 7 Ability to get a balanced meal everyday 8 Appearance, food presentation 9 Menu variety at each meal 10 Variety throughout the week 11 Menu keeps pace with changing trends offering more fresh ingredients 12 Ease to find the types of food & beverages I like 13 Consistency of food quality 16 Friendliness of staff 17 Theme day, celebration and special event menus 18 Speed of service 19 Speed at check out 20 Overall cleanliness (café, utensils, dining room) 21 Clarity of the signage (menu boards, posters, price labels) 22 Availability of means (off and on-line) to report your feedback 23 Availability (off and on-line) of nutritional information 24 Hours café is open 25 Atmosphere, decoration, ambiance and comfort 26 Staff ability to answer your questions 27 Availability of seating 28 Staff recommending new/different menu items
Appendix: Items used in Satisfaction averages Satisfaction on Meal: Quality of ingredients Taste of dishes Value for money Temperature of the dishes Availability of healthy options Quality of hot entrées Ability to get a balanced meal everyday Appearance, food presentation Menu variety at each meal Variety throughout the week Menu keeps pace with changing trends offering more "fresh ingredients" Ease to find the types of food & beverages I like Consistency of food quality Variety of vegetarian foods Food is prepared to my order Satisfaction on Meal Experience: Friendliness of staff Theme day, celebration and special event menus Speed of service Speed at check out Overall cleanliness (café, utensils, dining room) Clarity of the signage (menu boards, posters, price labels) Availability of means (off and on-line) to report your feedback Availability (off and on-line) of nutritional information Hours café is open Atmosphere, decoration, ambiance and comfort Staff ability to answer your questions Availability of seating Staff recommending new/different menu items Satisfaction about the Student's Environment: Quality of cleaning services when applied to common areas (entrances, lobbies, lounges, etc.) Quality of cleaning services of the restroom available for your own use Furniture and fixtures available in your residence hall room Quality of bed linens in your residence hall room Ability to participate in the selection of my room-mate Availability of high-speed internet access Security of my residence hall Satisfaction about the Shopping options Food dispensing vending machines Beverage vending machines Non-food shop(s) available on campus / in the school Coffee shop available on campus Satisfaction about the Green efforts: Campus sustainability efforts Campus recycling efforts Campus environmental effort