Consumer Satisfaction Survey March 2013 - famu.edu Satisfaction Survey 2013.pdf · 66 . 87...

Consumer Satisfaction Survey March 2013

FLORIDA A & M UNIVERSITY

US94020

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: 246,

with 198 consumers and 48 non consumers.

Date of survey: March 2013

Note : - Results are displayed if the threshold of 20 respondents is reached

March 2013 - FLORIDA A & M UNIVERSITY (US94020)

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 dissatisfied Dissatisfied Satisfied Very satisfied

%Very Satisfied + %Satisfied

Education

87 74

238 respondents


Color Legend 81-100%

61-80%

41-60%

0-40%


Satisfaction on Meal

Satisfaction on Meal Experience

Satisfaction about the Shopping options

Satisfaction about the Student's Environment

Satisfaction about the Green efforts

Sample size:

236

238

239

183

238

Average satisfaction Consumer Experience Drivers

77 71

76 81

73 77

72 84

66 82



Would you recommend this dining hall to a friend or fellow students?

Definitely would not recommend Probably would not recommend Probably would recommend Definitely would recommend

%Definitely + %Probably would

recommend Education

80 71

238 respondents

Definitely would not recommend Probably would not recommend Probably would recommend Definitely would recommend


61-80%

41-60%

0-40%


Continue to purchase food from this dining location

Visit other on-campus dining locations more often

Renew the same meal plan next semester

Visit this dining location more frequently than you currently do

Upgrade from your current meal plan next semester

Sample size:

230

230

201

229

192

Based on your experience with this dining location this semester, how likely would you be to

86 86

72 63

66 73

47 36

42 23



Overall Satisfaction

Recommendation

Mar 2013

87

80


Survey results Meal & Meal experience

Meal




61-80%

41-60%

0-40%


Temperature of the dishes

Quality of hot entrées

Ease to find the types of food & beverages I like

Appearance, food presentation

Ability to get a balanced meal everyday

Taste of dishes

Quality of ingredients

Food is prepared to my order

Variety throughout the week

Menu variety at each meal

Consistency of food quality

Variety of vegetarian foods

Menu keeps pace with changing trends offering more fresh ingredients

Availability of healthy options

Value for money

Sample size:

237

238

237

238

237

238

237

235

234

234

237

232

235

236

238

With regard to the food, how satisfied are you with the following?

88 83

86 74

84 77

84 79

83 81

83 72

83 71

81 83

74 61

74 61

73 68

71 72

69 62

68 63

60 53

Education

Meal Experience




61-80%

41-60%

0-40%


Theme day, celebration and special event menus

Clarity of the signage (menu boards, posters, price labels)

Atmosphere, decoration, ambiance and comfort

Speed at check out

Staff ability to answer your questions

Friendliness of staff

Availability of means (off and on-line) to report your feedback

Speed of service

Overall cleanliness (café, utensils, dining room)

Availability (off and on-line) of nutritional information

Hours café is open

Availability of seating

Staff recommending new/different menu items

Sample size:

238

238

238

238

238

238

238

238

238

238

238

238

238

With regard to your experience, how satisfied are you with the following?

86 67

86 89

84 85

82 67

79 81

76 89

76 83

75 83

73 80

73 87

70 79

66 73

66 87

Education





61-80%

41-60%

0-40%


Security of my residence hall

Quality of cleaning services when applied to common areas (entrances, lobbies, lounges, etc.)

Furniture and fixtures available in your residence hall room

Quality of cleaning services of the restroom available for your own use

Ability to participate in the selection of my room-mate

Availability of high-speed internet access

Quality of bed linens in your residence hall room

Sample size:

138

246

138

245

135

245

136

How satisfied are you with the following?

82 90

79 92

74 83

71 88

67 85

67 67

63 80

Education





61-80%

41-60%

0-40%


Beverage vending machines

Coffee shop available on campus

Campus sustainability efforts

Food dispensing vending machines

Non-food shop(s) available on campus / in the school

Campus environmental effort

Campus recycling efforts

Sample size:

240

241

238

240

238

238

238

How satisfied are you with the following?

78 78

76 81

75 84

72 75

66 72

64 82

60 81

Education

Survey results Consumers needs & wants

Consumers needs & wants

1 2 3 4 5 6 7 8 9 10 11

1: Opportunities to build a useful network for professional and personal objectives 2: Opportunities to stay connected with your family and friends 3: Opportunities to live new experiences, set new challenges for yourself 4: Easiness to obtain key information about academic life (classes) 5: Opportunities to assert yourself as a young adult 6: Easiness to obtain key information about non-academic student life (entertainment, transportation, accommodation, jobs, etc.)

7: Opportunities to be exposed to different cultures and worldviews 8: Advice and tips on how to manage your money 9: Advice and tips on how to manage your time 10: Possibility to recreate an at-home type environment 11: Possibility to personalize your room according to your needs and wants


Favorite type of cuisine

Chinese

Italian

Mexican

Japanese

North African

South American

Brazilian

Thai

Middle Eastern

French (France)

Greek

Indian

Which type of cuisine would you like to see more often?

238 respondents


Survey results Alternatives to Self and barriers

Alternatives to campus dining

Fast Food ON Campus

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 Eat in a retail fast food venue ON campus

Other Dinning

Other Dinning Eat in another dining hall ON campus / in the school

Fast Food OFF Campus

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 Buy a ready-to-eat food from a supermarket or convenience store OFF campus

Home made fans

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 parents' home

Meal Skippers

Meal Skippers Skip the meal Eat snacks

If you choose not to use this dining hall, what do you do?

238 respondents


Alternatives to campus dining

Prices were more than I wanted to spend

Available food/beverage items did not meet my needs

Lines were too long at the times I wanted to make a purchase

Hours of operation were not convenient with my class schedul

The location was not convenient with my class schedule

Other

What are all the reasons why you have seldom or never visited any on-campus dining locations this semester?

48 respondents


Survey results Consumer Profile

Consumer Profile

You are:

Male

Female

Other

246 respondents

You are:

Under 18

18 - 20

21 - 24

25 - 28

Over 28

246 respondents

1st year undergraduate

2nd year undergraduate

3rd year undergraduate

4th year undergraduate

5th year or more undergraduate

Graduate/ Law/ Medical Student

Faculty

Staff

Which of the following best describes your current status?

246 respondents

Every day 6 days 5 days 4 days 3 days 2 days 1 day

Less often than once a week Never

How many days a week do you use the café on Campus?

246 respondents


Consumer Profile

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

246 respondents

Where do you currently live ?

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

246 respondents

which option best describes your plan?

Student loans

Scholarship

Grants / Sponsor

Parents / Savings

Full time job / Part time job

Credit

What are the different sources of funds for your studies?

240 respondents

What is your main source of funds for your studies?

Parents / Savings

Grants / Sponsor

Scholarship

Full time job / Part time job

Student loans

Credit

243 respondents


Consumer Profile

Less than $2.00

$ 2.00 - $ 3.00

$ 3.01 - $ 4.00

$ 4.01 - $ 5.00

$ 5.01 - $ 6.00

$ 6.01 - $ 7.00

Over $7.00

90 respondents

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

Over $7.00

How much do you spend on average for a meal eaten OFF campus?

144 respondents


Survey results Synthesis

Satisfaction by Consumer profile

Total Male FemaleLess than

20 yo21 yo and

moreSpend $ 3

or less

Spend more than

$ 3

4d. Per week and

more

3d. Per week and

lessMethod 246 100 143 156 86 6 19 59 187Overall Satisfaction 80 89 86 87 87 81 88Recommendation 81 80 78 85 81 79Temperature of the dishes 88 92 86 89 88 90 87Quality of hot entrées 86 87 85 86 88 85 86Ease to find the types of food & beverages I like 84 86 83 82 88 86 83Appearance, food presentation 84 85 85 85 84 81 84Ability to get a balanced meal everyday 83 86 82 82 88 78 85Taste of dishes 83 85 82 83 84 85 82Quality of ingredients 83 80 86 84 84 86 82Food is prepared to my order 81 82 81 85 76 81 81Variety throughout the week 74 69 80 73 78 76 74Menu variety at each meal 74 74 75 74 73 67 76Consistency of food quality 73 74 74 74 74 71 74Variety of vegetarian foods 71 71 72 70 74 78 68Menu keeps pace with changing trends offering more fresh ingredients 69 72 68 68 72 64 71Availability of healthy options 68 72 66 69 66 75 66Value for money 60 63 57 56 68 68 57Theme day, celebration and special event menus 86 82 91 88 84 92 84Clarity of the signage (menu boards, posters, price labels) 86 81 91 88 87 86 86Atmosphere, decoration, ambiance and comfort 84 79 89 86 83 83 84Speed at check out 82 82 83 84 82 88 80Staff ability to answer your questions 79 80 80 82 76 80 79Friendliness of staff 76 76 77 82 68 78 75Availability of means (off and on-line) to report your feedback 76 71 80 76 79 76 75Speed of service 75 73 77 75 78 75 75Overall cleanliness (café, utensils, dining room) 73 78 71 74 72 66 75Availability (off and on-line) of nutritional information 73 72 74 76 71 75 72Hours café is open 70 67 73 65 83 64 72Availability of seating 66 68 66 66 70 66 66Staff recommending new/different menu items 66 64 69 66 70 68 66

Sub groups with low basis (< 20 respondents) are not displayed


Consumer Satisfaction Survey 2013

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

- Quality of ingredients - Taste of dishes - Quality of hot entrées

Improvement opportunities

- Value for money - Consistency of food quality - Menu keeps pace with changing trends offering more fresh ingredients


Satisfaction by Consumer profile

Importance +

Importance -

Satisfaction - Satisfaction +

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 14 Variety of vegetarian foods 15 Food is prepared to my order 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


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