CUSTOMER SATISFACTION
BENCHMARKING SURVEY
2015-2016
Benchmarking Analysis
Prepared by Industry Insights
•99 NACUFS Institutions Participated
•125,562 Total Surveys Completed
•1,731 Surveys Completed at UW-Stout
Demographics
Student
Staff
Other
3% <1%
Freshmen
Sophomore
97%
Junior
21%
Senior
1% 1%
27%
Graduate
Other
20%
31 %
Demographics
Off Campus
On Campus
33%
Females
Males
Other
1%
67%
49%
50%
Satisfaction Rating Scale
Very Dissatisfied ------------- Very Satisfied
1 -------------------------------------- 5
Satisfaction Categories Rated
◦
◦
◦
◦
◦
◦
Food
Menu
Service
Cleanliness
Environment
Sustainability
UW-Stout Operations
Participating
Location
Industry Benchmark
Commons Dining Hall
Cafeteria
North Point Dining Hall
Cafeteria
Library Express
Express Unit
Jarvis Express
Express Unit
Commons Mini Mart
Convenience Store
North Point Mini Mart
Convenience Store
Blue Devil Market/Brew Devils
Food Court
Fireside Café
Marketplace
In General, How Satisfied Or Dissatisfied Are
You With The Dining Services Provided By Your
College/University?
Average Response
5
4.5
4
3.81
3.96
4.03
4.03
3.5
3
Industry
Stout 2016
Stout 2015
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Food Overall
Average Response
5
4.5
4
3.84
4.01
4
4.04
3.5
3
Industry
Stout 2016
Stout 2015
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Taste of Food
Average Response
5
4.5
4
3.81
3.92
3.91
3.98
3.5
3
Industry
Stout 2016
Stout 2015
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Eye Appeal of Food
Average Response
5
4.5
4
3.78
3.73
3.77
3.81
3.5
3
Industry
Stout 2016
Stout 2015
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Freshness of Food
Average Response
5
4.5
4
3.7
3.68
3.68
3.7
3.5
3
Industry
Stout 2016
Stout 2015
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Nutritional Content of Food
Average Response
5
4.5
4
3.5
3
3.51
Industry
3.6
Stout 2016
3.55
Stout 2015
3.53
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Value of Food
Average Response
5
4.5
4
3.5
3
3.8
3.76
Stout 2016
Stout 2015
3.68
3.42
Industry
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Availability of Posted Menu Items
Average Response
5
4.5
4
3.95
3.98
4.02
4.04
3.5
3
Industry
Stout 2016
Stout 2015
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Variety of Menu Choices
Average Response
5
4.5
4
3.63
3.76
3.78
Stout 2016
Stout 2015
3.79
3.5
3
Industry
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Variety of Healthy Menu Choices
Average Response
5
4.5
4
3.5
3
3.48
Industry
3.64
3.58
Stout 2016
Stout 2015
3.55
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Variety of Vegetarian Menu Choices
Average Response
5
4.5
4
3.5
3
3.53
Industry
3.63
3.61
Stout 2016
Stout 2015
3.58
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Overall Service
Average Response
5
4.5
4.16
4.26
4.3
Stout 2016
Stout 2015
4.25
4
3.5
3
Industry
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Speed of Service
Average Response
5
4.5
4
4.23
4.21
4
4.14
3.5
3
Industry
Stout 2016
Stout 2015
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Hours of Operation
Average Response
5
4.5
4
3.84
4.02
4.01
4.02
3.5
3
Industry
Stout 2016
Stout 2015
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Helpfulness of Staff
Average Response
5
4.5
4.2
4.29
4.31
4.24
4
3.5
3
Industry
Stout 2016
Stout 2015
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Friendliness of Staff
Average Response
5
4.5
4.24
4.34
4.35
4.28
4
3.5
3
Industry
Stout 2016
Stout 2015
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Overall Cleanliness
Average Response
5
4.5
4.2
4.26
4.3
4.32
4
3.5
3
Industry
Stout 2016
Stout 2015
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Cleanliness of Serving Areas
Average Response
5
4.5
4.24
4.27
4.29
Industry
Stout 2016
Stout 2015
4.31
4
3.5
3
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Cleanliness of Eating Areas
Average Response
5
4.5
4
3.98
4.14
4.12
4.15
3.5
3
Industry
Stout 2016
Stout 2015
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Dining Environment Location
Average Response
5
4.5
4.39
4.45
Industry
Stout 2016
4.46
4.49
4
3.5
3
Stout 2015
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Dining Environment Layout of Facility
Average Response
5
4.5
4.23
4.34
4.33
4.37
4
3.5
3
Industry
Stout 2016
Stout 2015
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Dining Environment Appearance
Average Response
5
4.5
4.27
4.36
4.37
4.39
Stout 2016
Stout 2015
Stout 2014
4
3.5
3
Industry
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Dining Environment Availability of Seating
Average Response
5
4.5
4.21
4
4.2
4.17
3.96
3.5
3
Industry
Stout 2016
Stout 2015
Stout 2014
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Comfort of Dining Environment
Average Response
5
4.5
4.29
4.09
4.26
4.26
4
3.5
3
Industry
Stout 2016
Stout 2015
Stout 2014
Environmental
Stewardship/Sustainability
Average Response
5
4.5
4
4.21
4.24
4.18
Stout 2016
Stout 2015
Stout 2014
3.98
3.5
3
Industry
Summary of All Operations
UW-Stout Overall Satisfaction Ratings
Summary of All Operations:
General Satisfaction
5
4.5
4
3.96
3.81
3.87
3.58
3.5
3
UW-Stout
Mainly Self-Operated
Industry Average
Contracted Operations
Summary of All Operations:
Food
5
4.5
4
4.01
3.84
3.89
3.66
3.5
3
UW-Stout
Mainly Self-Operated
Industry Average
Contracted Operations
Summary of All Operations:
Value
5
4.5
4
3.5
3.8
3.42
3.47
3.23
3
UW-Stout
Mainly Self-Operated
Industry Average
Contracted Operations
Summary of All Operations:
Menu Variety
5
4.5
4
3.76
3.63
3.44
3.5
3
3.68
UW-Stout
Mainly Self-Operated
Industry Average
Contracted Operations
Summary of All Operations:
Service
5
4.5
4.29
4.16
4
4.21
4
3.5
3
UW-Stout
Mainly Self-Operated
Industry Average
Contracted Operations
Summary of All Operations:
Hours
5
4.5
4
4.02
3.84
3.87
3.72
3.5
3
UW-Stout
Mainly Self-Operated
Industry Average
Contracted Operations
Summary of All Operations:
Cleanliness
5
4.5
4.26
4.2
4
4.24
4.07
3.5
3
UW-Stout
Mainly Self-Operated
Industry Average
Contracted Operations
Summary of All Operations:
Environment Appearance
5
4.5
4.36
4.29
4.3
4.18
4
3.5
3
UW-Stout
Mainly Self-Operated
Industry Average
Contracted Operations
Summary of All Operations:
Sustainability
5
4.5
4.21
4
3.98
4.03
3.8
3.5
3
UW-Stout
Mainly Self-Operated
Industry Average
Contracted Operations
Summary of All Operations
UW-Stout Overall Satisfaction Ratings
UW-Stout
Industry
Average
Self
Operated
Contracted
Operations
General
Satisfaction
3.96
3.81
3.87
3.58
Food
4.01
3.84
3.89
3.66
Value
3.80
3.42
3.47
3.23
Menu Variety
3.76
3.63
3.68
3.44
Service
4.29
4.16
4.21
4.00
Hours
4.02
3.84
3.87
3.72
Cleanliness
4.26
4.20
4.24
4.07
Environment
Appearance
4.36
4.27
4.30
4.18
Sustainability
4.21
3.98
4.03
3.80
Area of Rating
Summary By Operation
UW-Stout
Industry
Average
Cafeterias
3.89
3.70
All Retail
4.03
3.90
Convenience Store
4.11
3.99
Express Units
3.96
4.02
Food Court
3.95
3.77
Marketplace
4.10
3.75
Area of Rating
Gap Analysis- All Operations Top Five
Target Areas For Improvement
UW-Stout
Industry
1.
Freshness
1.
Value
2.
Nutritional Content
2.
Freshness
3.
Taste
3.
Taste
4.
Value *
4.
Nutritional Content
5.
Variety of Healthy Menu
Choices *
5.
Variety of Healthy Menu Choices
* Tied Score
CAFETERIA RESULTS
Overall Satisfaction Ratings In Cafeterias
Average Response
5
4.5
3.92
4
3.7
3.5
3
3.95
3.92
3.7
3.83
3.86
3.84
Industry Std.
Commons
North Point
Satisfaction For Food in Cafeterias
Average Response
5
4.5
3.91
4
3.65
3.5
3
3.9
3.91
3.86
3.65
3.87
3.77
Industry Std.
Commons
North Point
Satisfaction For Taste In Cafeterias
Average Response
5
4.5
4
3.5
3
3.78
3.54
3.77
3.81
3.74
3.54
3.8
3.69
Industry Std.
Commons
North Point
Satisfaction For Eye Appeal in Cafeterias
Average Response
5
4.5
4
3.59
3.5
3
3.57
3.67
3.59
3.59
3.56
3.56
3.57
Industry Std.
Commons
North Point
Satisfaction For Freshness in Cafeterias
Average Response
5
4.5
4
3.5
3
3.47
3.51
3.52
3.43
3.47
3.56
Industry Std.
3.47
3.48
Commons
North Point
Satisfaction For Nutritional Content in
Cafeterias
Average Response
5
4.5
4
3.5
3
3.4
3.56
3.49
3.49
3.4
3.57
Industry Std.
3.46
3.4
Commons
North Point
Satisfaction For Value in Cafeterias
Average Response
5
4.5
3.95
4
3.5
3
3.41
3.95
3.87
3.8
3.41
3.84
3.84
Industry Std.
Commons
North Point
Satisfaction For Availability of Posted
Menu Items in Cafeterias
Average Response
5
4.5
4
3.5
3
3.78
3.91
3.92
4
3.78
3.83
3.91
3.96
Industry Std.
Commons
North Point
Average Response
5
Satisfaction For Variety Of Menu
Choices in Cafeterias
4.5
4
3.63
3.5
3
3.43
3.7
3.64
3.43
3.57
3.52
3.58
Industry Std.
Commons
North Point
Average Response
5
Satisfaction For Variety Of Healthy
Menu Choices in Cafeterias
4.5
4
3.6
3.5
3
3.36
3.6
3.5
Industry Std.
3.63
3.36
3.43
3.38
Commons
North Point
Satisfaction For Variety of
Vegetarian Choices in Cafeterias
Average Response
5
4.5
4
3.5
3
3.47
3.56
3.67
3.61
3.47
3.63
3.55
3.54
Industry Std.
Commons
North Point
Satisfaction For Overall Service in
Cafeterias
Average Response
5
4.5
4.13
4.24
4.2
4.1
4.13
4.2
4.32
4.19
4
Industry Std.
3.5
3
Commons
North Point
Average Response
5
Satisfaction For Speed of Service in
Cafeterias
4.5
4
4.04
4.18
4.09
4.25
4
4.04
4.26
4.17
Industry Std.
3.5
3
Commons
North Point
Satisfaction For Hours of Operation in
Cafeterias
Average Response
5
4.5
4
3.5
3
3.71
3.84
3.83
3.8
3.95
3.71
3.94
3.81
Industry Std.
Commons
North Point
Satisfaction For Helpfulness of Staff in
Cafeterias
Average Response
5
4.5
4.16
4
4.23
4.24
4.03
4.16
4.17
4.29
4.18
Industry Std.
3.5
3
Commons
North Point
Satisfaction For Friendliness of Staff in
Cafeterias
Average Response
5
4.5
4.19
4
4.27
4.23
4.04
4.19
4.26
4.36
4.21
Industry Std.
3.5
3
Commons
North Point
Satisfaction For Overall Cleanliness in
Cafeterias
Average Response
5
4.5
4.09
4
4.17
4.15
3.97
4.09
4.18
4.26
4.11
Industry Std.
3.5
3
Commons
North Point
Satisfaction For Cleanliness of Serving
Areas in Cafeterias
Average Response
5
4.5
4.19
4
4.2
4.2
4.06
4.19
4.19
4.29
4.32
Industry Std.
3.5
3
Commons
North Point
Satisfaction For Cleanliness Of Eating
Areas in Cafeterias
Average Response
5
4.5
4.2
4
3.9
4.08
3.95
4.13
4.23
4.24
3.9
Industry Std.
3.5
3
Commons
North Point
Average Response
5
4.5
Satisfaction For Facility Location in
Cafeterias
4.41
4.47
4.41
4.4
4.41
4.44
4.5
4.51
4
Industry Std.
3.5
3
Commons
North Point
Average Response
5
4.5
Satisfaction For Layout of Facility in
Cafeterias
4.26
4.3
4.26
4.24
4.26
4.27
4.31
4.37
4
Industry Std.
3.5
3
Commons
North Point
Satisfaction For Appearance in
Cafeterias
Average Response
5
4.5
4.28
4.3
4.24
4.19
4.28
4.35
4.38
4.43
4
Industry Std.
3.5
3
Commons
North Point
Satisfaction For Seating Availability in
Cafeterias
Average Response
5
4.4
4.5
4
4
4.12
4.21
4.03
4.37
4.28
4
Industry Std.
3.5
3
Commons
North Point
Satisfaction For Comfort (Seats, Temperature,
Lighting, Sound Level, etc.) in Cafeterias
Average Response
5
4.5
4.14
4.27
4.28
4.19
4.14
4.3
4.37
4.29
4
Industry Std.
3.5
3
Commons
North Point
Environmental Stewardship/Sustainability
Average Response
5
4.5
4
3.96
4.14
4.13
4.01
4.16
3.96
4.2
4.06
Industry Std.
3.5
3
Commons
North Point
Top Gap Analysis FactorsCafeterias
Commons
North Point
Industry
1. Freshness
1. Freshness
1. Taste
2. Taste
2. Nutritional Content*
2. Freshness
3. Variety of Menu Choices
3. Variety of Menu*
3. Nutritional Content
4. Nutritional Content
4. Taste
4. Variety of Menu
Choices
5. Variety of Healthy Menu
Choices
5. Variety of Healthy
Menu Choices
5. Variety of Healthy
Menu Choices
* Tied Score
CONVENIENCE STORE RESULTS
Average Response
5
Overall Satisfaction Ratings In
C-Store
4.5
4.11
4
3.5
3
4.13
4.29
3.91
4.11
4.09
4.15
4.01
Industry Std.
Commons
North Point
Satisfaction For Food in C-Store
Average Response
5
4.5
4
3.5
3
4.02
4.13
4.33
3.95
4.02
4.1
4.2
4.02
Industry Std.
Commons
North Point
Satisfaction For Taste in C-Store
Average Response
5
4.5
4
3.5
3
4.03
4.3
4.07
4.03
3.73
3.96
4.04
3.96
Industry Std.
Commons
North Point
Average Response
5
Satisfaction For Eye Appeal in
C-Store
4.5
4
3.5
3
3.95
3.83
3.95
3.65
3.95
3.95
3.88
3.88
Industry Std.
Commons
North Point
Satisfaction For Freshness in
C-Store
Average Response
5
4.5
4
3.5
3
3.85
4.02
3.81
3.85
3.9
3.86
3.79
3.53
Industry Std.
Commons
North Point
Average Response
Satisfaction For Nutritional Content in
C-Store
5
4.5
4
3.6
3.5
3
3.82
3.75
3.47
3.6
3.78
3.73
3.46
Industry Std.
Commons
North Point
Satisfaction For Value in C-Store
Average Response
5
4.5
3.88
4
3.5
3
3.42
3.86
4.02
3.82
3.42
3.84
3.66
Industry Std.
Commons
North Point
Average Response
5
Satisfaction For Availability of
Posted Menu Items in C-Store
4.5
4
3.5
3
4.02
3.99
4.12
4.32
4.02
4.24
4.03
4.06
Industry Std.
Commons
North Point
Average Response
5
Satisfaction For Variety Of Menu
Choices in C-Store
4.5
4
3.5
3
3.79
3.95
4.1
3.79
3.79
4
3.81
3.74
Industry Std.
Commons
North Point
Average Response
5
Satisfaction For Variety Of Healthy
Menu Choices in C-Store
4.5
4
3.5
3
3.54
3.77
3.95
3.63
3.83
3.54
3.7
3.59
Industry Std.
Commons
North Point
Average Response
5
Satisfaction For Variety of
Vegetarian Choices in C-Store
4.5
4
3.5
3
3.58
3.69
3.91
3.48
3.83
3.58
3.71
3.52
Industry Std.
Commons
North Point
Average Response
5
4.5
Satisfaction For Overall Service in
C-Store
4.3
4.46
4.25
4.46
4.3
4.49
4.41
4.37
4
3.5
3
Industry Std.
Commons
North Point
Average Response
5
4.5
Satisfaction For Speed of Service in
C-Store
4.21
4.42
4.22
4.34
4.21
4.38
4.37
4.25
4
3.5
3
Industry Std.
Commons
North Point
Average Response
5
4.5
4
3.5
3
Satisfaction For Hours of Operation
in C-Store
4.16
4.3
4
4.17
4.16
4.19
4.21
4.15
Industry Std.
Commons
North Point
Average Response
Satisfaction For Helpfulness of Staff
in
C-Store
5
4.5
4.32
4.47
4.46
4.21
4.57
4.32
4.42
4.36
4
3.5
3
Industry Std.
Commons
North Point
Average Response
Satisfaction For Friendliness of Staff
in
C-Store
5
4.5
4.35
4.48
4.35
4.33
4.35
4.57
4.43
4.43
4
3.5
3
Industry Std.
Commons
North Point
Satisfaction For Overall Cleanliness
in C-Store
Average Response
5
4.5
4.37
4.34
4.45
4.2
4.37
4.54
4.49
4.51
4
3.5
3
Industry Std.
Commons
North Point
Average Response
5
4.5
Satisfaction For Cleanliness of
Serving Areas in C-Store
4.32
4.38
4.27
4.37
4.32
4.37
4.37
4.55
4
3.5
3
Industry Std.
Commons
North Point
Average Response
5
Satisfaction For Cleanliness Of
Eating Areas in C-Store
4.5
4.12
4
3.5
3
4.28
4.08
4.29
4.12
4.29
4.31
4.51
Industry Std.
Commons
North Point
Average Response
5
4.5
Satisfaction For Facility Location in
C-Store
4.42
4.53
4.63
4.33
4.42
4.54
4.62
4.55
4
3.5
3
Industry Std.
Commons
North Point
Average Response
5
4.5
Satisfaction For Layout of Facility in
C-Store
4.27
4.5
4.39
4.12
4.55
4.27
4.46
4.49
4
3.5
3
Industry Std.
Commons
North Point
Satisfaction For Appearance in
C-Store
Average Response
5
4.5
4.29
4.37
4.28
4.48
4.57
4.29
4.47
4.42
4
3.5
3
Industry Std.
Commons
North Point
Average Response
5
Satisfaction For Seating Availability
in C-Store
4.49
4.5
4
3.5
3
4.05
4.18
4.48
4.39
4.41
4.34
4.05
Industry Std.
Commons
North Point
Satisfaction For Comfort (Seats, Temperature,
Lighting, Sound Level, Etc.) in C-Store
Average Response
5
4.5
4.12
4
3.5
3
4.55
4.38
4.29
4.05
4.12
4.34
4.35
Industry Std.
Commons
North Point
Gap Analysis Top Factors
North Express/North Point Mini Mart
Commons Mini Mart
1. Value
1. Freshness
2. Freshness*
2. Value
3. Taste*
3. Variety of Healthy Menu Choices
4. Nutritional Content
4. Nutritional Content
5. Food Overall
5. Taste
*Tied Score
EXPRESS UNIT
Overall Satisfaction Ratings In
Express Units
Average Response
5
4.5
4.21
4
4.02
3.93
4.29
4.07
4.02
4.01
4.15
Industry Std.
3.5
3
Jarvis Express
Expressway
/ Library
Express
Satisfaction For Food in
Express Units
Average Response
5
4.5
4.13
4
3.99
4.05
4.07
4.13
4.11
4.1
4.2
Industry Std.
3.5
3
Jarvis Express
Expressway
/ Library
Express
Average Response
5
Satisfaction For Taste in
Express Units
4.5
4.16
4
3.97
4.01
4.07
4.16
4
4.05
4.08
Industry Std.
3.5
3
Jarvis Express
Expressway
/ Library
Express
Satisfaction For Eye Appeal in
Express Units
Average Response
5
4.5
4
3.5
3
4.06
3.91
3.73
3.9
4.06
3.85
3.97
4.03
Industry Std.
Jarvis Express
Expressway
/ Library
Express
Satisfaction For Freshness in
Express Units
Average Response
5
4.5
4
4.02
3.9
3.71
3.5
3
4.02
3.84
3.79
3.94
3.84
Industry Std.
Jarvis Express
Expressway
/ Library
Express
Satisfaction For Nutritional Content in
Express Units
Average Response
5
4.5
4
3.5
3
3.74
3.58
3.63
3.69
3.74
3.67
3.7
3.63
Industry Std.
Jarvis Express
Expressway
/ Library
Express
Satisfaction For Value in
Express Units
Average Response
5
4.5
4
3.87
3.6
3.5
3
3.62
3.61
3.52
3.6
3.75
3.62
Industry Std.
Jarvis Express
Expressway
/ Library
Express
Satisfaction For Variety Of Menu
Choices in Express Units
Average Response
5
4.5
4
3.96
3.93
3.63
3.5
3
3.89
3.93
3.93
3.96
3.88
Industry Std.
Jarvis Express
Expressway
/ Library
Express
Satisfaction For Variety Of Healthy
Menu Choices in Express Units
Average Response
5
4.5
4
3.5
3
3.75
3.7
3.52
3.71
3.75
3.77
3.66
3.64
Industry Std.
Jarvis Express
Expressway
/ Library
Express
Satisfaction For Variety of Vegetarian
Choices in Express Units
Average Response
5
4.5
4
3.5
3
3.73
3.63
3.68
3.73
3.54
3.72
3.66
3.67
Industry Std.
Jarvis Express
Expressway
/ Library
Express
Satisfaction For Overall Service in
Express Units
Average Response
5
4.5
4.26
4.31
4.45
4.44
4.26
4.27
4.4
4.41
4
Industry Std.
3.5
3
Jarvis Express
Expressway
/ Library
Express
Satisfaction For Speed of Service in
Express Units
Average Response
5
4.5
4
4.24
4.06
4.4
4.32
4.28
4.41
4.3
4.06
Industry Std.
3.5
3
Jarvis Express
Expressway
/ Library
Express
Satisfaction For Hours of Operation in
Express Units
Average Response
5
4.5
4
4.01
4.09
4.25
4.08
4.01
3.99
4.01
3.97
Industry Std.
3.5
3
Jarvis Express
Expressway
/ Library
Express
Satisfaction For Helpfulness of
Staff in Express Units
Average Response
5
4.5
4.31
4.33
4.41
4.44
4.31
4.35
4.48
4.36
4
Industry Std.
3.5
3
Jarvis Express
Expressway
/ Library
Express
Satisfaction For Friendliness of
Staff in Express Units
Average Response
5
4.5
4.35
4.37
4.46
4.48
4.35
4.46
4.48
4.39
4
Industry Std.
3.5
3
Jarvis Express
Expressway
/ Library
Express
Satisfaction For Overall Cleanliness in
Express Units
Average Response
5
4.5
4.35
4.46
4.24
4.49
4.35
4.23
4.37
4.48
4
Industry Std.
3.5
3
Jarvis Express
Expressway
/ Library
Express
Satisfaction For Cleanliness of Serving
Areas in Express Units
Average Response
5
4.5
4.32
4.25
4.39
4.38
4.32
4.37
4.39
4.39
4
Industry Std.
3.5
3
Jarvis Express
Expressway
/ Library
Express
Satisfaction For Facility Location in
Express Units
Average Response
5
4.47
4.5
4.11
4
4.12
4.48
4.44
4.11
4.46
4.06
Industry Std.
3.5
3
Jarvis Express
Expressway
/ Library
Express
Satisfaction For Appearance in
Express Units
Average Response
5
4.5
4.32
4.27
4.41
4.34
4.32
4.39
4.37
4.43
4
Industry Std.
3.5
3
Jarvis Express
Expressway
/ Library
Express
Gap Analysis Top Factors
Library Express
Jarvis Express
1. Freshness
1. Value
2. Nutritional Content
2. Nutritional Content
3. Value
3. Freshness
4. Variety of Healthy Menu Choices*
4. Variety of Healthy Menu Choices
5. Taste*
5. Taste
* Tied Score
Marketplace and
Food Court
Average Response
Overall Satisfaction Ratings In
Marketplace and Food Court
5
4.5
4
3.5
3
3.77
3.95
4.06
4.1
4.08
4.22
4.27
3.75
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Food in
Marketplace and Food Court
5
4.5
4
3.5
3
4.12
3.83
4
4.2
4.19
4.25
4.18
3.85
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Taste in
Marketplace and Food Court
5
4.5
4
3.5
3
3.85
4.04
3.96
4.15
3.89
4.11
4.2
4.24
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Eye Appeal in
Marketplace and Food Court
5
4.5
4
3.5
3
3.77
3.82
3.8
3.86
3.8
3.99
4.07
4.23
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Freshness in
Marketplace and Food Court
5
4.5
4
3.5
3
3.71
3.71
3.71
3.8
3.75
3.94
4.05
4
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Nutritional Content
in Marketplace and Food Court
5
4.5
4
3.5
3
3.44
3.54
3.42
3.38
3.49
3.66
3.77
3.71
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Value in
Marketplace and Food Court
5
4.5
4
3.5
3
3.66
3.26
3.54
3.42
3.68
3.29
3.61
3.6
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Availability of
Posted Menu Items in
Marketplace and Food Court
5
4.5
4
3.5
3
3.97
4.01
4.02
4.12
3.97
4.12
4.21
4.11
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Variety Of
Menu Choices in Marketplace
and Food Court
5
4.5
4
3.5
3
3.65
3.89
3.89
3.95
3.92
4.03
3.92
3.57
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Variety Of Healthy
Menu Choices in Marketplace and
Food Court
5
4.5
4
3.5
3
3.39
3.55
3.49
3.72
3.45
3.43
3.75
3.66
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Variety of
Vegetarian Choices in
Marketplace and Food Court
5
4.5
4
3.5
3
3.39
3.56
3.54
3.5
3.51
3.71
3.6
3.61
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Overall Service
in Marketplace and Food
Court
5
4.5
4
3.5
3
4.07
4.23
4.28
4.26
4.42
4.1
4.28
4.27
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Speed of
Service in Marketplace and
Food Court
5
4.5
4
3.5
3
3.87
4.11
4.14
4.04
4.25
4.11
4.12
3.84
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Hours of
Operation in Marketplace
and Food Court
5
4.5
4
3.5
3
4.22
3.86
4.26
4.35
4.05
3.75
3.94
4.08
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Helpfulness of
Staff in Marketplace and Food
Court
5
4.5
4.13
4.29
4.28
4.26
4.17
4.34
4.35
4.32
4
3.5
3
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Friendliness of
Staff in Marketplace and Food Court
5
4.5
4.17
4.29
4.31
4.35
4.23
4.41
4.45
4.38
4
3.5
3
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Overall
Cleanliness in Marketplace
and Food Court
5
4.5
4.15
4.3
4.28
4.42
4.21
4.36
4.47
4.49
4
3.5
3
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Cleanliness of
Serving Areas in Marketplace
and Food Court
5
4.5
4.16
4.27
4.21
4.41
4.24
4.32
4.45
4.43
4
3.5
3
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Cleanliness of
Eating Areas in Marketplace
and Food Court
5
4.56
4.5
4
3.5
3
3.93
3.98
3.94
4.16
3.98
4.16
4.12
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Facility Location in
Marketplace and Food Court
5
4.5
4.3
4.42
4.43
4.53
4.38
4.48
4.52
4.56
4
3.5
3
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Facility Layout in
Marketplace and Food Court
5
4.5
4.15
4.38
4.33
4.46
4.23
4.45
4.54
4.5
4
3.5
3
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Environment
Appearance in Marketplace
and Food Court
5
4.5
4.16
4.38
4.38
4.47
4.24
4.43
4.54
4.56
4
3.5
3
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Seating
Availability in Marketplace
and Food Court
5
4.5
4
3.5
3
4.15
3.84
4.05
4.12
4.01
4.17
4.04
4.24
Industry Std.
Food Court
Marketplace
Average Response
Satisfaction For Comfort (Seats,
Temperature, Lighting, Sound Level, Etc.)
in Marketplace and Food Court
5
4.5
4
3.5
3
4.24
3.95
4.08
4.33
4.11
4.35
4.25
4.29
Industry Std.
Food Court
Marketplace
Average Response
Environmental
Stewardship/Sustainability in
Marketplace and Food Court
5
4.5
4
3.5
3
3.92
4.16
4.33
4.28
3.97
4.15
4.32
4.33
Industry Std.
Food Court
Marketplace
Gap Analysis Top Factors
Fireside Café
Blue Devil Market
1. Value
1. Value*
2. Nutritional Content
2. Freshness*
3. Variety of Healthy Menu
Choices
3. Nutritional Content
4. Freshness
4. Variety of Healthy Menu Items
5. Taste
Taste
* Tied Score