Facility Support Services
SCHOOL MEALS SERVICE
MYSTERY SHOPPER REPORT
September – November 2016
Contents
Page Number
Executive Summary
1.
3
4–5
Introduction

Aim of Research

Research Objectives

Methodology
Selection Process
Results of Evaluation

Cost of Exercise
6 – 14
2.
Findings
3.
Recommendations
14
4.
Actions to be Taken by Service
15
2
Key Findings – Executive Summary
1.
A total of 16 schools were included during this period with 12 schools responding, resulting
in a total of 126 responses being received.
2.
Encouragingly, 104 (82.5%) pupils like the school meals information poster with 100
(79.3%) finding the information easy to understand. However, it should be highlighted that
a high percentage 54 (42.8%) said it does not tell them how to make a complaint.
3.
The highest percentage of pupils 88 (69.8%) stated ‘no’ a complaints / comments box is not
available.
4.
Pupils were then asked to rate how happy they were with the cleanliness levels within the
dinner hall. The following details the satisfaction ratings for each question asked:
5.

62.7% were happy that the dinner hall was clean and tidy

69.9% were happy that the tables were clean and tidy

83.3% pupils were happy that their cutlery was clean
Pupils were then asked to rate how happy they were with the dinner staff. The following
details the satisfaction ratings for each question asked:

Encouragingly, 123 (97.6%) answered ‘yes’, dinner staff were wearing their uniforms

Again, nearly all pupils 121 (96%) were happy that the dinner staff were polite

The majority of pupils 121 (96%) stated that the dinner staff were helpful
6.
The majority of pupils 114 (90.5%) stated ‘yes’ the menu was on display.
7.
A high percentage of pupils 64 (50.8%) answered ‘yes’ the prices for dinners / snacks
were shown, however, 59 (46.8%) said they were not.
8.
Pupils were then asked to rate how happy they were with the queuing times, cost and
choices available. The following details the satisfaction ratings for each question asked:

43.7% commented that queuing times were either ‘very good’ or ‘good’

68.3% felt the cost of school dinners was either ‘very good’ or ‘good’

79.3% felt the choices of meals and snacks available was either ‘very good’ or ‘good’

82.5% felt the choice of healthy food on the menu was either ‘very good’ or ‘good’

87.3% felt the food was good (incl. ‘very good’ or ‘good’)

75.3% felt the temperature of their dinner was either ‘very good’ or ‘good’
9.
Encouragingly, the majority of pupils 85 (67.5%) stated that portion sizes were ‘just right’.
10.
Overall, pupils rated their satisfaction level with their school lunchtime at 81.1%.
3
1.
Introduction
As part of Facility Support Services commitment to continually improve the quality of their service,
consultation was carried out with all schools in North Lanarkshire to identify interest in participating
in the mystery visits of the school dining service.
A programme of mystery visits was then set up detailing all participating schools, with Mystery
Visits being carried out by members of the schools pupil council in order to attain their opinions on
the School Dining Service. This report represents the results from the mystery visits undertaken
during September – November 2016.
Aim of Research
The overall aim of the research was to measure the Catering ‘Service Standards and performance
and gain valuable feedback from the viewpoint of pupils on the service they receive.
Research Objectives
The main objectives of the mystery visit were based around a questionnaire that volunteers would
complete covering areas such as:

the school meals information poster

dinner hall (including the dining room, tables, cutlery, etc)

catering staff

food and service (including menus, queuing, cost and choice, etc)

food (including quality, temperature and portion size)
Methodology
Selection Process
Self-completion surveys were either posted or emailed to both primary and secondary schools,
participating during the months of September – November 2016, for members of the Pupil Council
to carry out and complete.
4
Results of Evaluation
A total of 16 schools were included during this period with 12 schools responding, resulting in a
total of 126 responses being received.
The table below details the schools and number of returned surveys.
SCHOOL
Returns
SCHOOL
Returns
Auchinloch Primary
7
Christ the King Primary
12
Clarkston Primary
11
Glencairn Primary
11
Greenhill Primary
12
Kilsyth Academy
15
Sacred Heart Primary
10
Sikeside Primary
12
St Aidan’s Primary
6
St Dominic’s Primary
11
St Mary’s Primary, Caldercruix
9
Stepps Primary
10
For the purpose of this report, a breakdown of results has also been completed per
school with each school receiving feedback on findings from their pupils only.
Cost of Exercise
The exercise was undertaken using in-house resources with minimum cost being the printing and
posting of the questionnaires.
5
2.
Findings
School Meals Information Poster
2.1
Pupils were asked a number of questions relating to the school meals information poster in
terms of the following:

Do you like the school meals information poster? – Encouragingly, 104 (82.5%)
pupils do like the poster, however, 18 (14.3%) do not. The remaining 4 (3.2%) did not
respond

Is the information on it easy to understand? – 100 (79.3%) agreed that it was easy
to understand, however, 20 (15.9%) said it was not. The remaining 6 (4.8%) did not
respond

Does it tell you how to make a complaint? – 65 (51.5%) agreed it does tell you how
to make a complaint, however, 54 (42.9%) said it does not. The remaining 7 (5.6%) did
not respond

Is there a complaints / comments box in the dining room? – 34 (27%) said a
complaints / comments box was available, however, the majority 88 (69.8%) said there
was not. The remaining 4 (3.2%) did not respond
Pupils were then asked if there was anything else about the information poster they would
like to comment on or if there was any further information they would like to see. A total of
27 comments were received as follows:
Awareness


Didn’t know we had one
We can’t find it
Menu

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It gets you into more food
Menus need updating
6
7
Information Display - Compliments
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I like the poster
It is very bright and easy to read
It tells you good information
It’s very good
Okay
The poster is lovely and also easy to understand
They are good
They are very good
Very easy to understand
You can read it
Information Display – Other Comments
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But the font could be changed
Don’t look at the posters often
It is too busy
It’s hidden away in a corner
Not really a poster
Poster looks nice and big. Information easy to understand for adults. Tells you how to
make a complaint but not clear. Too busy – too much information on one poster
The font could be changed
There is not much information
There’s not enough on it
Too busy and too much information
Too busy with information leading to unclearness
Too much information
We don’t know the graph
Dinner Hall
2.3
Pupils were then asked to rate how happy they were with the cleanliness levels within the
dinner hall with ratings received as follows:
The dinner hall was clean and tidy (62.7% very good / good)
The tables are clean and tidy (69.9% very good / good)
Your cutlery was clean (83.3% very good / good)
The table and corresponding graph below detail a full breakdown of results.
Dinner hall was clean & tidy
Tables are clean and tidy
Cutlery was clean
Very
good
44
(34.9%)
50
(39.7%)
77
(61.1%)
Good
Okay
35
(27.8%)
38
(30.2%)
28
(22.2%)
40
(31.7%)
25
(19.8%)
12
(9.5%)
8
Could be
better
4
(3.2%)
9
(7.1%)
1
(0.8%)
Not good
enough
2
(1.6%)
2
(1.6%)
6
(4.8%)
No
Response
1
(0.8%)
2
(1.6%)
2
(1.6%)
Pupils were then asked if they had any further comments regarding the dinner hall. The
following comments were received:
Cleanliness

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
After lunch not everything is tidy
Can be dirty at last sitting
Children usually mess it up, apart from that it’s great
Floors clean
It could be a little better
It depends if you are second
It is very wet on the tables if someone has spilt something
Some more bins
The children make it messy (2)
The staff try their best to tidy up but every kid is untidy
The tables are still dirty after break
The tables sometimes have leftover food on it
There is food round the bin
Compliments

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Excellent and funny
I love it
It is fresh
It is fresh and clean (2)
It is pretty much perfect
It is tidy
It is very clean
It is very tidy
Pupils help me
Very good food
9
Cutlery / Trays

Could we have bigger plates and keep it quiet
Dinner Hall

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Another money machine
It is very noisy
Make the line not as busy. More stuff at the tables
Maybe about the class work is good
Sometimes it smells and it’s very loud
The queues were too long and people skipping
There is a lot of seats and it is not too noisy
There are lots of tables
Too busy
Too noisy (2)
Very busy at lunch time and have to wait in a very long line
Dinner Staff
2.4
Pupils were then asked a number of questions in relation to the dinner staff with the
following ratings received:

Encouragingly, 123 (97.6%) pupils said dinner staff were wearing uniforms, however,
1 (0.8%) said they were not. The remaining 2 (1.6%) did not respond

121 (96%) agreed that dinner staff were polite, however, 1 (0.8%) said they
‘sometimes’ were and 3 (2.4%) said they were not. The remaining 1 (0.8%) did not
respond

The majority of pupils 121 (96%) agreed that dinner staff were helpful, however, 3
(2.4%) said they were not. The remaining 2 (1.6%) did not respond.
10
Pupils were then asked if they had any further comments relating to the dinner staff. 28
compliments / comments were received as follows:
Compliments
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Always helpful
No, they are really nice
They are funny
They are helpful
They are nice and helpful
They are really nice
They are very kind
They help us all
They’re kind
Very nice
I love the dinner ladies
The dinner ladies keep the place clean
The dinner staff are really nice and try their best
They are nice (2)
They are polite
They are very nice people
They help people
They keep us safe
They’re so nice (2)
You’re all amazing
Negative Comments

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I think that they could be more helpful
One staff member is never helpful to P4

One of them is moany
Other Comments

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
Classroom assistant at till
I don’t know the names of the staff
We don’t know their names
Food and Service
2.5
Pupils were then asked the following questions in relation to the menu and pricing:

Is the menu on display? – 114 (90.5%) pupils stated ‘yes’ the menu is on display,
however, 11 (8.7%) said it was not. The remaining 1 (0.8%) did not respond.

Are the prices for dinners/snacks shown? – 64 (50.8%) said prices are shown,
however, 59 (46.8%) said they were not. The remaining 3 (2.4%) did not respond.
11
2.6
What do you think about . . .?
Pupils were then asked to rate how happy they were with the food and service with ratings
received as follows:
How long you had to queue for your dinner (43.7% very good / good)
The cost of the school dinners (68.3% very good / good)
The choice of meals and snacks (79.3% very good / good)
The choice of healthy food on the menu (82.5% very good / good)
The food – was it good? (87.3% very good / good)
Your dinner – was it warm? (75.3% very good / good)
The table and corresponding graph on the following page detail a full breakdown of results.
How long you had to queue
for your dinner
The cost of the school
dinners
The choice of meals and
snacks
The choice of healthy food
on the menu
The food – was it good?
Your dinner – was it warm?
Very
good
19
(15.1%)
47
(37.3%)
68
(53.9%)
70
(55.5%)
75
(59.5%)
73
(57.8%)
Good
Okay
36
(28.6%)
39
(31.0%)
32
(25.4%)
34
(27.0%)
35
(27.8%)
22
(17.5%)
40
(31.7%)
25
(19.8%)
20
(15.9%)
11
(8.7%)
13
(10.3%)
17
(13.5%)
12
Could be
better
23
(18.3%)
10
(7.9%)
5
(4.0%)
7
(5.6%)
3
(2.4%)
6
(4.8%)
Not good
enough
8
(6.3%)
5
(4.0%)
1
(0.8%)
4
(3.2%)
-
No
Response
-
7
(5.6%)
1
(0.8%)
-
2.7
Do you get enough to eat at school?
The highest percentage of pupils 85 (67.5%) stated that portion sizes were ‘just right’,
however, 24 (19%) felt that portions were ‘not enough’ and 12 (9.5%) felt they got ‘too
much’.
The remaining 5 (4%) did not respond to this question.
2.8
Thinking of your school lunchtime, if you could give it a mark out of 10, what would
you give it?
For the purposes of this survey, numbering from 1 to 10 was used ranging from ‘poor’ to
‘okay’ to ‘fantastic’. These have in turn been used as percentage ratings for the purpose of
this report ranging from 10% to 100%.
Overall, the pupils rated their satisfaction level with their school lunchtime at 81.1%. A full
breakdown of satisfaction levels with the service is detailed in the table below.
Rating
%
Rating
10%
No of
responses
1
75%
No of
responses
1
0.8
40%
4
50%
0.8
3.2
80%
20
16.1
5
4.0
85%
1
0.8
60%
9
7.3
90%
12
9.7
70%
28
22.6
100%
43
34.7
NB Two pupils did not give a satisfaction rating.
13
%
2.9
If you would like to tell us anything else about your visit to the dinner hall today,
please tell us
Pupils were then asked if they had any other comments or suggestions they would like to
make regarding the dinner hall. A total of 64 comments were received and have been
grouped and categorised as follows:
Compliments
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Although the dinner hall’s posters can’t be well seen and you don’t get told the prices,
the overall quality of the meals and canteen staff’s service surpasses any complaints I
could have
Good, awesome, great, the ladies are helpful
Good, nice and the ladies are helpful
I like it
I like school dinners, I get the favourite food that I like
I like that I always get to sit with all my friends and I get to enjoy my meal with them all
I like the dinner ladies because it is tasty
I like the school dinners, they taste really good
I like them because they are delicious
I love a good fish and chips, I love the school dinners
I love the food
I really like the school dinners and it is really great food
I think everything in the dinner hall is very good and I like how they change the menu
It was 8½ out of 10
It was good
It was good, it was clean
It was nice and colourful. I get my favourite food, steak pie
It was very nice and my lunch was very tasty
Tables are tidy, dinner staff were helpful
The dinners are brilliant but the food could be healthier
The food has a nice taste, the dinner ladies are lovely
The food was good, the fruit is tasty
The school dinner hall has a lot of people and I gave it 10 out of 10
There is a lot of choice and all the staff are very helpful
There is a lot of food, milk and water
Dinner Hall
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A bit noisy and I got baked potato on my shoe
Has to be more tidy
I had to wait a long time
It was a little bit messy!
It was cleaner than other days today
It was very noisy
It’s always noisy / crowded
It’s cold . . .
It’s tidy
Make it more quiet and make sure people don’t drop stuff
People had to go and pick up rubbish
People make it messy
Queues need to be changed. Increase chip / wedges served
The dinner hall was cleaner than what it usually is with the food and it was tidy
The dinners went in quick
14
Food / Drink
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Give out more chips and crispy potatoes
I ordered fish and chips and it’s soft
Lunch was not warm today
Some of the chips were burnt
Sometimes I do think it’s crazy when they have it both cheese, I’m allergic. The queue
length can be alright sometimes
 The food can be a wee bit better
 The hall needs more food and snacks
 The school dinners could be better
Menu

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Change baked potatoes. P6 and P7’s get more food. Too noisy, too busy
Change more than red / green band choice
Change the baked potato instead of it being on the menu every day
Change yellow day baked potato
Prices
 Prices not clear
 Prices shown but not clear (2)
 Prices shown but not clear. On Friday, change the menu – fish and chips
Suggestions

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Cakes and juice free
Get more queues and dinner menu closer to the doors
No, but I think there should be a text reminder when kids have run out of money
Other Comments

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3.
Cakes could be spaced more; more drinking selections; sometimes hair in our food;
sometimes food could be overcooked / not cooked properly
Cakes could be spaced; bake more cakes; more juice; sometimes hair in the food /
cakes; fish is not baked right
Could we have pictures of the dinner ladies?
Some people leave their lunch
You don’t know the dinner ladies names. They don’t have badges.
Recommendations
The purpose of this report is to inform the Management Team of Facility Support Services,
the findings of the mystery shopping exercise carried out by pupils across a variety of
schools.
We believe that carrying out these visits on a regular basis is of vital importance as it allows
Senior Management to monitor performance through the eyes of those who use the service
and make improvements where necessary.
15
The results of this survey are good with some minor issues requiring further consideration.
It is recommended that the Management Team decide the appropriate course of action in
light of the findings.
4.
Actions to be Taken by Service
Any actions agreed by the service are dealt with on an individual school basis.
16