Notes

Outline

Customer Satisfaction Benchmarking Survey National Association of College and University Food Services February, 2005

Benchmarking Analysis Prepared by Industry Insights Sixty-one NACUFS Institutions Participated 89,698 Total Surveys Completed Over 1,335 Surveys Completed at UW-Stout

Demographics

Demographics

Satisfaction Rating Scale Very Dissatisfied ------------- Very Satisfied            1 -------------------------------- 5 Satisfaction Categories Rated Food Menu Service Cleanliness Environment

UW-Stout Operations Participating

In General, How Satisfied Or Dissatisfied Are You With The Dining Services Provided By Your College/University?

Mean Satisfaction Rating for Stout Compared to the General Industry For Taste of Food

Mean Satisfaction Rating for Stout Compared to the General Industry For Food Overall

Mean Satisfaction Rating for Stout Compared to the General Industry For Eye Appeal of Food

Mean Satisfaction Rating for Stout Compared to the General Industry For Freshness of Food

Mean Satisfaction Rating for Stout Compared to the General Industry For Nutritional Content of Food

Mean Satisfaction Rating for Stout Compared to the General Industry For Value of Food

Mean Satisfaction Rating for Stout Compared to the General Industry For Availability of Posted Menu Items

Mean Satisfaction Rating for Stout Compared to the General Industry For Variety of Menu Choices

Mean Satisfaction Rating for Stout Compared to the General Industry For Variety of Healthy Menu Choices

Mean Satisfaction Rating for Stout Compared to the General Industry For Variety of Vegetarian Menu Choices

Mean Satisfaction Rating for Stout Compared to the General Industry For Speed of Service

Mean Satisfaction Rating for Stout Compared to the General Industry For Hours of Operation

Mean Satisfaction Rating for Stout Compared to the General Industry For Overall Service

Mean Satisfaction Rating for Stout Compared to the General Industry For Helpfulness of Staff

Mean Satisfaction Rating for Stout Compared to the General Industry For Friendliness of Staff

Mean Satisfaction Rating for Stout Compared to the General Industry For Overall Cleanliness

Mean Satisfaction Rating for Stout Compared to the General Industry For Cleanliness of Serving Areas

Mean Satisfaction Rating for Stout Compared to the General Industry For Cleanliness of Eating Areas

Mean Satisfaction Rating for Stout Compared to the General Industry For Dining Environment Location

Mean Satisfaction Rating for Stout Compared to the General Industry For Dining Environment Layout of Facility

Mean Satisfaction Rating for Stout Compared to the General Industry For Dining Environment Appearance

Mean Satisfaction Rating for Stout Compared to the General Industry For Dining Environment Availability of Seating

Mean Satisfaction Rating for Stout Compared to the General Industry For Comfort of Dining Environment

Summary of All Operations UW-Stout Overall Satisfaction Ratings

Summary By Operation

Gap Analysis- All Operations Top Five Target Areas For Improvement Freshness Value Taste Variety of Menu Choices Variety of Healthy Menu Choices Match The Industry’s Top Five

Cafeteria Results Commons Dining Hall  Tainter Dining Hall

Overall Satisfaction Ratings In Cafeterias

Satisfaction For Food in Cafeterias

Satisfaction For Taste In Cafeterias

Satisfaction For Eye Appeal in Cafeterias

Satisfaction For Freshness in Cafeterias

Satisfaction For Nutritional Content in Cafeterias

Satisfaction For Value in Cafeterias

Satisfaction For Availability of Posted Menu Items in Cafeterias

Satisfaction For Variety Of Menu Choices in Cafeterias

Satisfaction For Variety Of Healthy Menu Choices in Cafeterias

Satisfaction For Variety of Vegetarian Choices in Cafeterias

Satisfaction For Overall Service in Cafeterias

Satisfaction For Speed of Service in Cafeterias

Satisfaction For Hours of Operation in Cafeterias

Satisfaction For Helpfulness of Staff in Cafeterias

Satisfaction For Friendliness of Staff in Cafeterias

Satisfaction For Overall Cleanliness in Cafeterias

Satisfaction For Cleanliness of Serving Areas in Cafeterias

Satisfaction For Cleanliness Of Eating Areas in Cafeterias

Satisfaction For Facility Location in Cafeterias

Satisfaction For Layout of Facility in Cafeterias

Satisfaction For Appearance in Cafeterias

Satisfaction For Seating Availability in Cafeterias

Satisfaction For Comfort (seats, temperature, lighting, sound level, etc.) in Cafeterias

Top Gap Analysis Factors- Cafeterias Commons Freshness Taste Variety of Menu Choices Cleanliness of Eating Areas Hours of Operation Cleanliness-Overall

Food Court Results Terrace Café

Overall Satisfaction Ratings In Food Court

Satisfaction For Food in Food Court

Satisfaction For Taste in Food Court

Satisfaction For Eye Appeal in Food Court

Satisfaction For Freshness in Food Court

Satisfaction For Nutritional Content in Food Court

Satisfaction For Value in Food Court

Satisfaction For Availability of Posted Menu Items in Food Court

Satisfaction For Variety Of Menu Choices in Food Court

Satisfaction For Variety Of Healthy Menu Choices in Food Court

Satisfaction For Variety of Vegetarian Choices in Food Court

Satisfaction For Overall Service in Food Court

Satisfaction For Speed of Service in Food Court

Satisfaction For Hours of Operation in Food Court

Satisfaction For Helpfulness of Staff in Food Court

Satisfaction For Friendliness of Staff in Food Court

Satisfaction For Overall Cleanliness in Food Court

Satisfaction For Cleanliness of Serving Areas in Food Court

Satisfaction For Cleanliness Of Eating Areas in Food Court

Satisfaction For Facility Location in Food Court

Satisfaction For Layout of Facility in Food Court

Satisfaction For Appearance in Food Court

Satisfaction For Seating Availability in Food Court

Satisfaction For Comfort (seats, temperature, lighting, sound level, etc.) in Food Court

Gap Analysis Top Factors Terrace Café Value Freshness + Hours of Operation + Variety of Healthy Menu Choices Taste ++ Nutritional Content ++                                                                         + and ++ indicate tied points in gap analysis

Convenience Store Results Pawn

Overall Satisfaction Ratings In C-Store

Satisfaction For Food in C-Store

Satisfaction For Taste in C-Store

Satisfaction For Eye Appeal in C-Store

Satisfaction For Freshness in C-Store

Satisfaction For Nutritional Content in C-Store

Satisfaction For Value in C-Store

Satisfaction For Availability of Posted Menu Items in C-Store

Satisfaction For Variety Of Menu Choices in C-Store

Satisfaction For Variety Of Healthy Menu Choices in C-Store

Satisfaction For Variety of Vegetarian Choices in C-Store

Satisfaction For Overall Service in C-Store

Satisfaction For Speed of Service in C-Store

Satisfaction For Hours of Operation in C-Store

Satisfaction For Helpfulness of Staff in C-Store

Satisfaction For Friendliness of Staff in C-Store

Satisfaction For Overall Cleanliness in C-Store

Satisfaction For Cleanliness of Serving Areas in C-Store

Satisfaction For Cleanliness Of Eating Areas in C-Store

Satisfaction For Facility Location in C-Store

Satisfaction For Layout of Facility in C-Store

Satisfaction For Appearance in C-Store

Satisfaction For Seating Availability in C-Store

Satisfaction For Comfort (seats, temperature, lighting, sound level, etc.) in C-Store

Gap Analysis Top Factors Pawn Value Freshness Variety of Healthy Menu Choices Nutritional Content Taste Variety of Menu Choices

Sit Down Restaurant Results Heritage Café

Overall Satisfaction Ratings In Sit Down Restaurant

Satisfaction For Food in Sit Down Restaurant

Satisfaction For Taste in Sit Down Restaurant

Satisfaction For Eye Appeal in Sit Down Restaurant

Satisfaction For Freshness in Sit Down Restaurant

Satisfaction For Nutritional Content in Sit Down Restaurant

Satisfaction For Value in Sit Down Restaurant

Satisfaction For Availability of Posted Menu Items in Sit Down Restaurant

Satisfaction For Variety Of Menu Choices in Sit Down Restaurant

Satisfaction For Variety Of Healthy Menu Choices in Sit Down Restaurant

Satisfaction For Variety of Vegetarian Choices in Sit Down Restaurant

Satisfaction For Overall Service in Sit Down Restaurant

Satisfaction For Speed of Service in Sit Down Restaurant

Satisfaction For Hours of Operation in Sit Down Restaurant

Satisfaction For Helpfulness of Staff in Sit Down Restaurant

Satisfaction For Friendliness of Staff in Sit Down Restaurant

Satisfaction For Overall Cleanliness in Sit Down Restaurant

Satisfaction For Cleanliness of Serving Areas in Sit Down Restaurant

Satisfaction For Cleanliness Of Eating Areas in Sit Down Restaurant

Satisfaction For Facility Location in Sit Down Restaurant

Satisfaction For Layout of Facility in Sit Down Restaurant

Satisfaction For Appearance in Sit Down Restaurant

Satisfaction For Seating Availability in Sit Down Restaurant

Satisfaction For Comfort (seats, temperature, lighting, sound level, etc.) in Sit Down Restaurant

Gap Analysis Top Factors Heritage Café Hours of Operation Value Variety of Menu Choices Speed of Service + Freshness +                                                               + indicate tied points in gap analysis

Express Unit Expressway Carts

Overall Satisfaction Ratings In Express Units

Satisfaction For Food in Express Units

Satisfaction For Taste in Express Units

Satisfaction For Eye Appeal in Express Units

Satisfaction For Freshness in Express Units

Satisfaction For Nutritional Content in Express Units

Satisfaction For Value in Express Units

Satisfaction For Availability of Posted Menu Items in Express Units

Satisfaction For Variety Of Menu Choices in Express Units

Satisfaction For Variety Of Healthy Menu Choices in Express Units

Satisfaction For Variety of Vegetarian Choices in Express Units

Satisfaction For Overall Service in Express Units

Satisfaction For Speed of Service in Express Units

Satisfaction For Hours of Operation in Express Units

Satisfaction For Helpfulness of Staff in Express Units

Satisfaction For Friendliness of Staff in Express Units

Satisfaction For Overall Cleanliness in Express Units

Satisfaction For Cleanliness of Serving Areas in Express Units

Satisfaction For Cleanliness Of Eating Areas in Express Units

Satisfaction For Facility Location in Express Units

Satisfaction For Layout of Facility in Express Units

Satisfaction For Appearance in Express Units

Satisfaction For Seating Availability in Express Units

Satisfaction For Comfort (seats, temperature, lighting, sound level, etc.) in Express Units

Gap Analysis Top Factors Expressway Carts Variety of Menu Choices Variety of Healthy Menu Choices Nutritional Content Taste Freshness Value