Customer Satisfaction
Benchmarking Survey
National Association of College and
University Food Services
2011-2012
Benchmarking Analysis Prepared by
Industry Insights
• 103 NACUFS Institutions Participated
• 137,433 Total Surveys Completed
• 1,275 Surveys Completed at UW-Stout
Demographics
Student
Staff
Other
5% 1%
94%
Freshmen
Sophomore
Senior
Graduate
17%
Junior
2%
30%
18%
33%
Demographics
On Campus
Off Campus
Females
Males
26%
74%
56%
44%
Satisfaction Rating Scale
• Very Dissatisfied ------------- Very Satisfied
1 -------------------------------------- 5
• Satisfaction Categories Rated
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▫
▫
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Food
Menu
Service
Cleanliness
Environment
Sustainability
UW-Stout Operations Participating
Location
Industry Benchmark
Northern Express/North Point (Tainter) PM
Convenience Store
Commons Dining Hall
Cafeteria
North Point (Tainter) Dining Hall
Cafeteria
Expressway Carts
Express Unit
HC2 Jarvis Express
Express Unit
Commons Mini Mart
Convenience Store
In General, How Satisfied Or Dissatisfied Are You
With The Dining Services Provided By Your
College/University?
Very
Satisfie
d
5
4.5
4
3.87
3.82
3.86
Industry
Stout 2012
Stout 2011
3.81
3.5
Very
Dissatisfi
ed
3
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Food Overall
Very
Satisfie
d
5
4.5
4
3.89
3.82
3.83
3.83
3.5
Very
Dissatisfi
ed
3
Industry
Stout 2012
Stout 2011
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Taste of Food
Very
Satisfie
d
5
4.5
4
3.86
3.76
3.79
3.8
3.5
Very
Dissatisfi
ed
3
Industry
Stout 2012
Stout 2011
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Eye Appeal of Food
Very
Satisfie
d
5
4.5
4
3.84
3.61
3.6
3.62
3.5
Very
Dissatisfi
ed
3
Industry
Stout 2012
Stout 2011
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Freshness of Food
Very
Satisfie
d
5
4.5
4
3.78
3.55
3.6
3.61
3.5
Very
Dissatisfi
ed
3
Industry
Stout 2012
Stout 2011
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Nutritional Content of Food
Very
Satisfie
d
5
4.5
4
3.5
Very
Dissatisfi
ed
3
3.51
Industry
3.42
Stout 2012
3.4
Stout 2011
3.48
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Value of Food
Very
Satisfie
d
5
4.5
4
3.62
3.5
Very
Dissatisfi
ed
3
3.67
3.45
Industry
Stout 2012
Stout 2011
3.59
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Availability of Posted Menu Items
Very
Satisfie
d
5
4.5
4
4.04
3.9
3.89
3.91
3.5
Very
Dissatisfi
ed
3
Industry
Stout 2012
Stout 2011
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Variety of Menu Choices
Very
Satisfie
d
5
4.5
4
3.67
3.61
Industry
Stout 2012
3.56
3.66
3.5
Very
Dissatisfi
ed
3
Stout 2011
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Variety of Healthy Menu Choices
Very
Satisfie
d
5
4.5
4
3.5
Very
Dissatisfi
ed
3
3.5
3.47
Industry
Stout 2012
3.44
Stout 2011
3.48
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Variety of Vegetarian Menu Choices
Very
Satisfie
d
5
4.5
4
3.58
3.52
Industry
Stout 2012
3.5
Very
Dissatisfi
ed
3
3.46
Stout 2011
3.49
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Overall Service
Very
Satisfie
d
5
4.5
4.19
4.23
Industry
Stout 2012
4.11
4.12
4
3.5
Very
Dissatisfi
ed
3
Stout 2011
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Speed of Service
Very
Satisfie
d
5
4.5
4
4.04
4.18
4.06
4.04
3.5
Very
Dissatisfi
ed
3
Industry
Stout 2012
Stout 2011
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Hours of Operation
Very
Satisfie
d
5
4.5
4
3.81
3.84
Industry
Stout 2012
3.7
3.75
3.5
Very
Dissatisfi
ed
3
Stout 2011
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Helpfulness of Staff
Very
Satisfie
d
5
4.5
4.2
4.21
Industry
Stout 2012
4.07
4.08
4
3.5
Very
Dissatisfi
ed
3
Stout 2011
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Friendliness of Staff
Very
Satisfie
d
5
4.5
4.25
4.24
Industry
Stout 2012
4.16
4.12
4
3.5
Very
Dissatisfi
ed
3
Stout 2011
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Overall Cleanliness
Very
Satisfie
d
5
4.5
4.26
4.23
Industry
Stout 2012
4.17
4.13
4
3.5
Very
Dissatisfi
ed
3
Stout 2011
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Cleanliness of Serving Areas
Very
Satisfie
d
5
4.5
4.28
4.28
Industry
Stout 2012
4.16
4.14
4
3.5
Very
Dissatisfi
ed
3
Stout 2011
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Cleanliness of Eating Areas
Very
Satisfie
d
5
4.5
4
4.02
4.16
4.06
4.04
3.5
Very
Dissatisfi
ed
3
Industry
Stout 2012
Stout 2011
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Dining Environment Location
Very
Satisfie
d
5
4.5
4.41
4.41
Industry
Stout 2012
4.36
4.26
4
3.5
Very
Dissatisfi
ed
3
Stout 2011
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Dining Environment Layout of Facility
Very
Satisfie
d
5
4.5
4.22
4.26
4.07
4.07
4
3.5
Very
Dissatisfi
ed
3
Industry
Stout 2012
Stout 2011
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Dining Environment Appearance
Very
Satisfie
d
5
4.5
4.28
4.32
4.27
4.07
4
3.5
Very
Dissatisfi
ed
3
Industry
Stout 2012
Stout 2011
Stout 2010
Mean Satisfaction Rating for Stout Compared
to the General Industry For Dining
Environment Availability of Seating
Very
Satisfie
d
5
4.5
4.16
4
3.94
4.05
4.14
3.5
Very
Dissatisfi
ed
3
Industry
Stout 2012
Stout 2011
Stout 2010
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Comfort of Dining Environment
Very
Satisfie
d
5
4.5
4.11
4.24
4.16
4
4.02
3.5
Very
Dissatisfi
ed
3
Industry
Stout 2012
Stout 2011
Stout 2010
Environmental
Stewardship/Sustainability
Very
Satisfie
d
5
4.5
4
4.01
4.03
Industry
Stout 2012
3.98
3.5
Very
Dissatisfi
ed
3
Stout 2011
Summary of All Operations
UW-Stout Overall Satisfaction Ratings
UW-Stout
Industry
Average
Contracted
Operations
General Satisfaction
3.82
3.87
3.72
Food
3.82
3.89
3.70
Value
3.62
3.45
3.24
Menu Variety
3.61
3.07
3.50
Service
4.23
4.19
4.03
Hours
3.84
3.81
3.74
Cleanliness
4.28
4.28
4.13
Environment Appearance
4.32
4.28
4.21
Sustainability
4.05
4.04
3.84
Area of Rating
Summary By Operation
UW-Stout
Industry
Average
Cafeterias
3.74
3.79
Convenience Store
3.78
4.04
Express Units
4.00
3.94
Area of Rating
Gap Analysis- All Operations
Top Five
Target Areas For Improvement
1.
2.
3.
4.
5.
UW-Stout
Freshness
Nutritional Content
Variety of Healthy Menu
Choices
Taste
Value
Industry
1.
2.
3.
4.
5.
Value
Nutritional Content
Freshness
Variety of Healthy Menu
Choices
Taste
Cafeteria Results
Commons Dining Hall
North Point/Tainter Dining Hall
Overall Satisfaction Ratings In
Cafeterias
Average Response
5
4.5
4
3.5
3
3.79
3.68
3.79
3.82
3.79
3.81
3.77
3.56
Industry Std.
Commons
North Point
Top Gap Analysis Factors- Cafeterias
1.
2.
3.
4.
5.
Commons
Freshness
Nutritional Content
Taste
Variety of Healthy
Menu Choices
Variety of Menu Choices
1.
2.
3.
4.
5.
North Point
Freshness
Nutritional Content
Variety of Healthy
Menu Choices
Taste
Variety of Menu
Choices
1.
2.
3.
4.
5.
Industry
Taste*
Freshness*
Nutritional Content
Variety of Healthy
Menu Choices
Variety of Menu
Choices
*Tie in Rating
Convenience Store Results
Northern Express
Commons Mini Mart
Overall Satisfaction Ratings In
C-Store
Average Response
5.00
4.50
4.00
3.50
3.00
4.04
3.77
3.80
3.90
3.97
Gap Analysis Top Factors
1.
2.
3.
4.
5.
Northern Express
Freshness
Nutritional Content
Taste
Variety of Menu Choices
Variety of Healthy Menu
Choices
1.
2.
3.
4.
5.
Commons Mini Mart
Freshness
Nutritional Content
Variety of Healthy Menu
Choices
Variety of Menu Choices
Taste
Express Unit
Expressway Carts
HC2 Jarvis Express
Overall Satisfaction Ratings In
Express Units
Average Response
5
4.5
4
3.5
3
3.94
4.02
3.92
3.94
3.97
4.05
4.17
Industry Std.
HC2 Jarvis Express
Expressway
Gap Analysis Top Factors
1.
2.
3.
4.
5.
Expressway Carts
Value
Freshness
Variety of Healthy Menu
Choices
Variety of Menu Choices
Taste
1.
2.
3.
4.
5.
HC2 Jarvis Express
Value
Freshness
Taste
Variety of Healthy Menu
Choices
Variety of Menu Choices