Sodexo’sCustomer Loyalty

Survey Introduction

Tarleton State University

January 13, 2010

Greg Nestle, Fall 2009

We use the survey results to improve residential and retail dining services.

The survey results are also used to help us develop new dining plans, retail products and new services.

Our goals are to improve resident, non-resident, and faculty/staff satisfaction and loyalty through improved service performance.

What are the Benefits of Participating in the Survey?

Why do we talk about Loyalty and not Satisfaction?

Customer Satisfaction

Customer Perceived Quality

Customer Perceived Value

Customer Loyalty

BrandedExperience

1970 1975 1980 1985 1990 1995 2000 2005+

Making it happen

Still the goal

Customer Loyalty: Defined

Customer Loyalty is a behavioral predisposition on the part of the customer to respond favorably toward the brand/company consistently and across situations. Loyal customers tend to:• Become vocal advocates for your company• Continue using your product/service• Expand their relationship with your company• Comply with requests for feedback/information

Customers become loyal through great customer experiences.

Overall Satisfaction with Experience at Dining Location

Dining Atmosphere

Customer Service

Quality of Food

Menu

What Customers are Rating in the Survey

What the Results Show

The score represents the percentage of respondents rating their satisfaction with a particular location as “Excellent” or “Very good”,

the top two responses on the 5-point scale.

Customers rate each area via a simple 5-point rating scale: Excellent, Very good, Good, Fair, Poor.

For example, if a unit has a score of 52% on “Overall Satisfaction”, that translates to:

“52% of the customers who responded say their Overall Satisfaction with our service at that particular unit is Excellent or Very Good.”

Customer Survey Results For Tarleton State University in Fall 2009

Overall Satisfaction with Experience at Dining Location

Dining Atmosphere

Customer Service

Quality of Food

Menu

Fall 2009

Spring 2009

52% 40%

66% 63%

72% 70%

53% 41%

52% 38%

Additional results for each main category shown above are available in the full report shown at the end of this presentation.

Tarleton State University Performance Against the Key Drivers of Satisfaction

  Having convenient hours of operation Overall dining atmosphere

  Clean plates/bowls/silverware/glasses Maintaining a clean service area

  Being served in a timely manner Maintaining a clean seating area

    Availability of seating options

    Easily finding food/beverage items I want

    Overall customer service

    Friendly and helpful staff

    Professional appearance of the staff

    Being responsive to my questions/cencerns

    Being receptive to my suggestions

    Offering or recommending complement to meal

    Management seeks feedback from students

    Overall quality of food

    Prepared in a clean/sanitary environment

    Having an appealing presentation

    Prepared with high-quality, fresh ingredients

    Served at the right temperature

    Consistent food quality

    Overall dining menu

    Offering variety of menu choices/each meal

    Offering variety of menu choices/thru the week

    Offering new menu items with changing trends

    Providing healthy menu options

Red shows key drivers where performance is below the top quartile—these are our priority areas of improvement. Yellow shows additional areas for improvement. Areas in green show our “strengths” where performance is within the top quartile.

Most Improved Performance Year Over Year

Satisfaction Fall 2009 Spring 2009

Overall Satisfaction 52% 40%Meeting Needs 55% 38%Price 31% 22%

Value 35% 24%

265

Current Semester Current Semester Current Semester

District resident Region resident Division resident

Average Average Average

Overall Satisfaction 52% 40% -- 61% 45% 46%

Meeting needs 55% 38% -- 58% 42% 39%

Price 31% 22% -- 33% 29% 26%

Value 35% 24% -- 37% 30% 28%

Likely to recommend 76% 68% -- 77% 66% 67%

Renew meal plan when expires 52% 49% -- 64% 63% 58%

Upgrade meal plan 22% 21% -- 30% 26% 23%

Add more dollars to meal card 71% 59% -- 76% 68% 64%

Continue purchasing from location 38% 30% -- 40% 31% 29%

Visit this location more frequently 34% 33% -- 38% 35% 35%

Overall 66% 63% -- 72% 60% 59%

Having convenient hours of operation 52% 45% -- 59% 47% 42%

Maintaining a clean service area 73% 71% -- 76% 62% 63%

Maintaining a clean seating area 70% 69% -- 76% 60% 60%

Clean plates/bowls/silverware/glasses 63% 62% -- 68% 57% 52%

Availability of seating options 66% 66% -- 69% 57% 52%

Easily finding food/beverage items I want 67% 55% -- 68% 58% 54%

Overall 72% 70% -- 82% 63% 58%

Being served in a timely manner 68% 57% -- 78% 62% 62%

Friendly and helpful staff 77% 70% -- 84% 69% 69%

Professional appearance of the staff 74% 68% -- 82% 68% 68%

Being responsive to my questions/concerns 71% 63% -- 78% 59% 53%

Being receptive to my suggestions 68% 58% -- 75% 54% 48%

Offering or recommending complement to meal 67% 52% -- 69% 48% 42%

Management seeks feedback from students 62% 45% -- 69% 50% 45%

Overall 53% 41% -- 58% 43% 39%

Prepared in a clean/sanitary environment 70% 66% -- 76% 59% 54%

Having an appealing presentation 65% 53% -- 71% 52% 51%

Prepared with high-quality, fresh ingredients 56% 48% -- 60% 46% 45%

Served at the right temperature 59% 47% -- 68% 53% 53%

Consistent food quality 59% 43% -- 62% 48% 47%

Overall 52% 38% -- 53% 41% 37%

Offering variety of menu choices/each meal 50% 37% -- 51% 44% 44%

Offering variety of menu choices/thru the week 56% 37% -- 53% 44% 40%

Offering new menu items with changing trends 53% 35% -- 51% 42% 41%

Providing healthy menu options 59% 45% -- 58% 45% 45%

Loyalty

Dining Atmosphere

Customer Service

Quality of Food

Menu

Satisfaction Fall 2009 Spring 2009 Fall 2008

Unit profile - Semester

Current Semester Survey Responses:

Customer Survey Results Unit: The Cafe

Period: Semester - Fall 2009 Account: Tarleton State University