CUSTOMER SATISFACTION
BENCHMARKING SURVEY
2014-2015
Benchmarking Analysis
Prepared by Industry Insights
•104 NACUFS Institutions Participated
•128,970 Total Surveys Completed
•1,545 Surveys Completed at UW-Stout
Demographics
Student
Staff
Other
4% 1%
Freshmen
2% 1%
Sophomore
95%
Junior
22%
22%
Senior
Graduate
Other
22%
31 %
Demographics
Off Campus
On Campus
38%
Females
Males
Other
1%
62%
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
Skylight 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
4.03
4.03
3.84
3.89
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Food Overall
Average Response
5
4.5
4
3.88
4
4.04
3.9
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Taste of Food
Average Response
5
4.5
4
3.84
3.91
3.98
3.8
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Eye Appeal of Food
Average Response
5
4.5
4
3.81
3.77
3.81
3.7
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Freshness of Food
Average Response
5
4.5
4
3.73
3.68
3.7
3.59
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Nutritional Content of Food
Average Response
5
4.5
4
3.5
3
3.53
Industry
3.55
Stout 2015
3.53
Stout 2014
3.46
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Value of Food
Average Response
5
4.5
4
3.5
3
3.76
3.68
3.48
Industry
Stout 2015
Stout 2014
3.58
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Availability of Posted Menu Items
Average Response
5
4.5
4
3.99
4.02
4.04
3.89
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Variety of Menu Choices
Average Response
5
4.5
4
3.66
3.78
3.79
3.62
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
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
3.5
Industry
3.58
Stout 2015
3.55
Stout 2014
Stout 2013
3.48
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Variety of Vegetarian Menu Choices
Average Response
5
4.5
4
3.57
3.61
3.58
3.5
3
Industry
Stout 2015
Stout 2014
3.53
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Overall Service
Average Response
5
4.5
4.18
4.3
4.25
4.16
4
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Speed of Service
Average Response
5
4.5
4.21
4
4.01
4.14
4.04
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Hours of Operation
Average Response
5
4.5
4
4.01
4.02
3.84
3.86
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Helpfulness of Staff
Average Response
5
4.5
4.21
4.31
4.24
4.14
4
3.5
3
Industry
Stout 2015
Stout 20142
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Friendliness of Staff
Average Response
5
4.5
4.25
4.35
4.28
4.16
4
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Overall Cleanliness
Average Response
5
4.5
4.21
4.3
4.32
4.24
4
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Cleanliness of Serving Areas
Average Response
5
4.5
4.25
4.29
4.31
4.25
4
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry
For Cleanliness of Eating Areas
Average Response
5
4.5
4
4.01
4.12
4.15
4.13
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Dining Environment Location
Average Response
5
4.5
4.38
4.46
4.49
4.43
4
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Dining Environment Layout of Facility
Average Response
5
4.5
4.22
4.33
4.37
4.29
4
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Dining Environment Appearance
Average Response
5
4.5
4.27
4.37
4.39
4.37
4
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Dining Environment Availability of Seating
Average Response
5
4.5
4.2
4
4.17
4.18
3.96
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Mean Satisfaction Rating for Stout
Compared to the General Industry For
Comfort of Dining Environment
Average Response
5
4.5
4.12
4.26
4.26
4.22
4
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Environmental
Stewardship/Sustainability
Average Response
5
4.5
4
4.24
4.03
4.18
4.09
3.5
3
Industry
Stout 2015
Stout 2014
Stout 2013
Summary of All Operations
UW-Stout Overall Satisfaction Ratings
Summary of All Operations:
General Satisfaction
4.1
4
3.9
3.8
3.7
3.6
3.5
3.4
UW-Stout
Industry Average
Contracted Operations
Summary of All Operations:
Food
4.05
4
3.95
3.9
3.85
3.8
3.75
3.7
3.65
3.6
3.55
UW-Stout
Industry Average
Contracted Operations
Summary of All Operations:
Value
3.8
3.7
3.6
3.5
3.4
3.3
3.2
3.1
3
UW-Stout
Industry Average
Contracted Operations
Summary of All Operations:
Menu Variety
3.8
3.75
3.7
3.65
3.6
3.55
3.5
3.45
3.4
3.35
UW-Stout
Industry Average
Contracted Operations
Summary of All Operations:
Service
4.35
4.3
4.25
4.2
4.15
4.1
4.05
4
3.95
3.9
3.85
UW-Stout
Industry Average
Contracted Operations
Summary of All Operations:
Hours
4.05
4
3.95
3.9
3.85
3.8
3.75
3.7
3.65
3.6
3.55
UW-Stout
Industry Average
Contracted Operations
Summary of All Operations:
Cleanliness
4.35
4.3
4.25
4.2
4.15
4.1
4.05
4
3.95
UW-Stout
Industry Average
Contracted Operations
Summary of All Operations:
Environment Appearance
4.4
4.35
4.3
4.25
4.2
4.15
4.1
UW-Stout
Industry Average
Contracted Operations
Summary of All Operations:
Sustainability
4.3
4.2
4.1
4
3.9
3.8
3.7
3.6
UW-Stout
Industry Average
Contracted Operations
Summary of All Operations
UW-Stout Overall Satisfaction Ratings
UW-Stout
Industry
Average
Contracted
Operations
General Satisfaction
4.03
3.84
3.65
Food
4.00
3.88
3.71
Value
3.76
3.48
3.29
Menu Variety
3.78
3.66
3.52
Service
4.30
4.18
4.02
Hours
4.01
3.84
3.73
Cleanliness
4.30
4.21
4.07
Environment
Appearance
4.37
4.27
4.19
Sustainability
4.24
4.03
3.86
Area of Rating
Summary By Operation
UW-Stout
Industry
Average
Cafeterias
3.91
3.74
All Retail
4.14
3.92
Convenience Store
4.04
4.01
Express Units
4.24
3.95
Food Court
4.06
3.84
Marketplace
4.22
3.87
Area of Rating
Gap Analysis- All Operations Top Five
Target Areas For Improvement
UW-Stout
1.
Freshness
2.
Nutritional Content
3.
Value
4.
Taste *
5.
Variety of Menu Choices *
* Tied Score
Industry
1.
2.
3.
4.
5.
Value
Freshness
Nutritional Content
Variety of Healthy Menu
Choices
Taste
CAFETERIA RESULTS
Overall Satisfaction Ratings In Cafeterias
Average Response
5
4.5
4
3.5
3
3.95 3.92
3.74
3.77 3.74
3.86 3.84
3.60
Industry Std.
Commons
North Point
Top Gap Analysis FactorsCafeterias
Commons
1.
Freshness
2.
Taste
3.
Nutritional Content
4.
Variety of Menu Choices
5.
Variety of Healthy Menu
Choices*
6.
Food Overall*
* Tied Score
1.
2.
3.
4.
5.
North Point
Freshness
Nutritional Content
Variety of Menu
Choices
Variety of Healthy
Menu Choices
Taste
1.
2.
3.
4.
5.
Industry
Freshness
Taste
Nutritional Content
Variety of Healthy
Menu choices
Variety of Menu
Choices
CONVENIENCE STORE RESULTS
Overall Satisfaction Ratings In
C-Store
Average Response
5.00
4.50
4.00
3.50
3.00
4.29
3.94
3.91
4.01
4.15
4.01
3.82
Gap Analysis Top Factors
1.
2.
3.
4.
5.
Northern Express
Freshness
Value
Variety of menu choices
Taste
Variety of Healthy Menu
1.
2.
3.
4.
5.
Commons Mini Mart
Freshness
Taste
Nutritional Content
Variety of Menu Choices
Value
EXPRESS UNIT
Overall Satisfaction Ratings In
Express Units
Average Response
5
4.5
4.21
4
3.95
4.29
4.07
4.07
4.15
4.19
3.95
Industry Std.
3.5
3
Jarvis Express
Expressway
/ Library
Express
Gap Analysis Top Factors
Library Express
1.
Value
2.
Variety of Healthy Menu Choices
3.
Nutritional Content
4.
Freshness
5.
Taste
Jarvis Express
1.
2.
3.
4.
5.
Value
Nutritional Content
Freshness*
Variety of Healthy Menu Choices *
Taste
* Tied Score
Marketplace and
Food Court
Overall Satisfaction Ratings In
Marketplace and Food Court
Average Response
5
4.5
4
3.5
3
4.06
3.84
4.08
4.22
4.02
4.27
4.19
3.87
Industry Std.
Food Court
Marketplace
Gap Analysis Top Factors
Fireside
Skylight
1.
Value
1.
Value
2.
Nutritional Content
2.
Nutritional Content
3.
Freshness
3.
Variety of Healthy Menu Items
4.
Taste*
4.
Freshness
5.
Hours of Operation*
5.
Taste
6.
Variety of Healthy Menu
Choices*
*
Indicates a Tie