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ULV Dining Services - Assessment
Learning Outcome Planning Objectives
Objective 1: ULV Dining Services will provide the highest quality of service and measure our progress through an annual satisfaction survey.
Rationale:
- Our Resident Student population is a captive audience. If we are to meet or exceed their expectations, we need to continually adjust our services to meet their changing needs. Additionally, higher satisfaction with our services will translate into higher retention rates for our clients, and will allow Sodexho to maintain lower meal plan rates by way of additional revenue generated by cash door sales.
Measure:
- Every Semester, a paper survey will be conducted by our Student Promotions Coordinator within Davenport Hall. We will need a minimum of 115 surveys completed to consider the survey to be valid. Each question will follow a scale of 1-10, with 10 being the highest rating. Additionally, we will consider a rating of 8-10 to be high, 5-7 to be moderate, and 1-4 to be a low score. Space will be provided for general comments. These scores will be compared to previous surveys for analysis.
SAMPLE QUESTIONS:
Please rate the following on a scale of 1 to 5, 5 being outstanding and 1 being poor.
Service
Appearance of the employees
Speed of service
A "can-do" customer service attitude
Cleanliness
Cleanliness of service area(s)
Cleanliness of dining room(s)
Cleanliness of dishes, glasses, silverware
Communications
Visible signage of menu information
Manager regularly seeks feedback from students
Value
Quality of food relative to the price
Quantity of food relative to the price
Food
Appearance of food
Freshness of food
Temperature of food
Taste of food
Offering food that you like to eat
Consistency of food quality
Food is prepared and served in a sanitary manne
Providing healthy options
Variety of the menu
Offering new menus to keep pace with changing food trends
- Survey results will be compiled and presented to the ULV Student Food Advisory Committee. The three top priorities for improvement will be identified, and an action plan will be implemented by the Sodexho General Manager. Communications pieces will be posted throughout the dining hall outlining these three key priorities and the action plan. Results will be analyzed by way of the next semesterÕs survey.
Objective 2: ULV Dining Services will provide the highest level of catering service to our customers. We will measure the level of satisfaction via surveys sent to our clients following their events. This information will be summarized and adjustments made to our services to meet the needs of our changing customer base.
Rationale:
- Catering is a high-profile area that is more frequently used by the decision makers on campus than any other service provided by Sodexho. While resident dining continues to be our core business, it has been shown that deficient catering services are a main cause for our clients to look outside of their food contractor to provide these services. Third party catering is the only segment in which double-digit revenue growth is possible.
Measure:
- Each October and February, comment cards will be sent to each catering client along with billing information. The card will be pre-addressed to our catering department for ease of delivery via intercampus mail. Our Student Promotions Coordinator will tabulate the results. General Manager and the Catering Coordinator. Three questions will be on a scale from 1-5, with Ò5Ó being Excellent, and Ò1Ó being Poor. Six additional questions will be a simple ÒYesÓ or ÒNoÓ. Space will be provided for general comments.
SAMPLE QUESTIONS:
1-5 Scale Questions
How would you rate the food and/or beverages overall?
How would you rate the presentation of your event?
How would you rate the Catering DepartmentÕs ability to meet your needs?
Yes/No Questions
Did our staff arrive on time?
Were they friendly and professional?
Was the room setup attractive?
Was the clean-up timely and thorough?
Did you receive what you ordered?
Will you consider us for future catering needs?
- The top three areas for improvement will be identified by the General Manager and the Catering Coordinator. An action plan will be implemented to improve our services in these deficient areas, and survey results will be sent to catering clients along with the action plan for their review. Results will be monitored in the next survey cycle.
Questions regarding the programs and outcomes outlined in this section should be addressed to Aaron Neilson, Director of ULV Dining Services, (909) 593.3511, Ext. 4316 or neilsona@ulv.edu.
