New UMass Dartmouth Dining Drives Satisfaction
Scores Up 32%
Case Study
Summary
The Solution
The University of Massachusetts Dartmouth conducted
intensive research with students, faculty and staff when
bidding out the dining program in 2009. The university
found that all groups desired more dining program
flexibility as well as environmentally responsible business
practices. After being chosen as the university’s partner,
Chartwells Higher Education Dining Services responded
with a $1.6 million transformation of the UMass Dining
experience. As a result, satisfaction scores increased 32
percent across the board over the previous year when
another contractor managed the program.
After winning the contract, Chartwells’ team of chefs,
marketing professionals, design specialists, and operations
experts set to work creating a one-of-a-kind dining program
for UMass Dartmouth. Chartwells introduced its Pulse on
Dining® residential dining brand on campus, featuring
restaurant-style service options, innovative technologies
(such as camera and video monitors to allow guests to
observe food preparation), and a menu cycle that minimizes
repetition and features fresh, local items.
Part of the University of Massachusetts system, UMass
Dartmouth is in the center of the state’s South Coast
region. The expansive campus was designed in the 1960s
by modernist architect Paul Rudolph and houses 4,500
students, most of whom have mandatory meal plans.
UMass Dartmouth also has a commuter enrollment of
approximately 5,000.
Prior to Chartwells obtaining the foodservice contract in
2011, satisfaction scores in several metrics consistently
fell below 50%. Food quality, variety, and sustainability
practices ranked lowest. After listening to broad feedback
from guests, Chartwells introduced a dining program that
combined a commitment to culinary and service excellence
with environmental stewardship.
The Challenge
After considering the reasons behind the low satisfaction
scores, Chartwells knew that in order to excite UMass
Dartmouth about campus dining, the program would
require a transformation. Historically, participation in
resident dining was low and voluntary meal plan sales
lagged. Menus lacked creativity, locally procured products,
and healthy options. There was little evidence of sustainable
business practices and communication between the dining
program and the campus had waned over the years. When
UMass administrators began the public bid process for the
contract in 2010, satisfaction scores remained low.
“When we decided to switch to Chartwells, I
was expecting a huge undertaking, however,
I can say the task was well-managed and the
end results have been phenomenal. It seems
if we can think it up, Chartwells will do
everything in their power to make it happen
through hard work and dedication.”
Jeff Augustine,
Director of Campus Services , UMass Dartmouth
Chartwells also responded to campus feedback by
introducing an extensive sustainability effort. The effort
included paperless menus, waste reduction practices in
the front and back of the house, and a commitment to
purchasing products grown within five miles of campus.
Finally, Chartwells began donating converted fryer grease to
Rosie’s House shelter in Boston that is used as heating fuel.
The Results
Guest satisfaction scores after the first semester of operation
soared above the prior year’s. In fact, Chartwells saw a 32
percentage point across-the-board increase in scores that had
previously rated well below 50%.
Continued...
New UMass Dartmouth Dining Drives Satisfaction Scores Up 32%
continued
Chartwells improved satisfaction scores in the following
measurement areas:
Measurement
% Improvement
(Chartwells over previous provider)
Availability of Healthy Options
35%
Communication
30%
Dining Room Atmosphere
31%
Food Quality and Variety
35%
Meal Plan Flexibility
24%
Sanitation
32%
Sustainability Efforts
34%
Use of Locally Grown Products
47%
Use of Technology
41%
Campus stakeholders have also expressed their satisfaction
with Chartwells’ approach:
Jeff Augustine, Director of Campus Services, UMass
Dartmouth
“The process of transitioning from one food service
vendor to another is a tedious task to say the least. Here at
the University of Massachusetts-Dartmouth when we decided
to switch to Chartwells, I was expecting a huge undertaking,
however, I can say after careful planning and a great
partnership with the new dining provider the
task was well-managed and the end results have been
phenomenal. UMD now houses a state- of-the art resident hall
that feeds over 3,000 students a day, is bright, clean and open.
The new resident hall, now called “The Marketplace,” features
a variety of culinary delights with interactive
webcams and electronic menu boards. The UMD
community is looking forward toward future renovations in the
retail outlets throughout the campus. It seems if we can think
it up, Chartwells will do everything in their power to make it
happen through hard work and dedication.”
Case Study
Joseph Mello, Student Government Association
President, UMass Dartmouth:
“Chartwells never lost touch with what is truly important what the customer, in this case students, want. That is
exactly what you see right now, a great mix of Chartwells’
initiatives and students’ desires, and I must say it is a beautiful
dining hall. I speak for the entire student body when I say we
are anxious and excited about all the other plans and
improvements Chartwells has coming to our institution.”
About Chartwells Higher Education
Dining Services
Chartwells is the recognized leader in contract foodservice
management, hospitality and award-winning guest service
within 270 college and university dining environments
throughout academic institutions across the U.S. Chartwells’
new brand mantra, “Where Hungry Minds Gather,” signifies
its commitment to re-inventing the dining experience for
the next generation of students and beyond. Our nutritious
cuisine not only satisfies the unique appetites, lifestyles
and dietary needs of every guest dining on campus, but it
also brings people together to promote the high-intensity
relationships that will prepare students for the future.
For more information, visit Chartwells’ websites at
www.ChartwellsHigherEd.com, www.ChartwellsMagazine.com,
www.DineonCampus.com, and our social media pages at
www.Facebook.com/ChartwellsHigherEd,
www.Twitter.com/ChartwellsHE and
http://www.YouTube.com/ChartwellsHigherEd.
Network with Chartwells at
http://www.linkedin.com/company/chartwells-highereducation-division-.
Or call toll-free at 1-855-9-Gather (855-942-8437).
For Additional Information Contact:
Kristine Andrews
Communications Director/Media Relations
Email: Kristine.Andrews@compass-usa.com
Tel: (914) 935-5437