Five Questions for: Julaine Kiehn

Julaine Kiehn, Five Questions, University of MissouriCustomer surveys are a vital part of most foodservice operations, but how to create a successful one and then put those suggestions into action can be a little trickier. Julaine Kiehn, director of Campus Dining Services at 30,200-student University of Missouri in Columbia, spoke about the challenges involved with customer surveys.

Many colleges use surveys to gain customer feedback, what do you guys do to differentiate your survey and make sure students participate?

We e-mail surveys directly to students; if they are going to respond, they usually do so within 24 to 48 hours. To encourage participation, we often enter survey respondents in a drawing for a declining balance card with Campus Dining Services.

What are some of the challenges involved in actually crafting the survey?

Each question needs to specifically address what we want to know so the questions must be clearly stated. Every question on a survey needs to have a purpose. Surveys need to stay short so they are respectful of the survey respondent's time investment. Also, sometimes responding to students’ feedback doesn’t work out. During one survey, students told us they wanted à la carte service for breakfast and lunch and all-you-care-to-eat service during dinner at one of our residential dining locations. When the renovated facility opened the following semester, students ended up preferring the all-you-care-to-eat service for all three meals.

What are some examples where you've gotten feedback from the survey and you've been able to translate that feedback into a reality?

Students told us they wanted to be able to spend part of a meal in our residential takeout operations. So we offered an option for students to convert their meals to points. For example students could receive 100 points each week, rather than 10 meals. This way students could then spend parts of meals.

What advice would you give other operators about crafting a student survey?

Always have a purpose for each question. Ensure the question is clear by testing the survey with a small customer group prior to administering the survey and making any necessary refinements. Keep the survey short to encourage participation. It may be helpful to follow up the survey results with focus group discussions to address specifics.

What are some of the items on this year's survey that you are going to look into implementing in the next few months?

We gathered feedback on the current dining plans and suggestions for changes so we are considering offering block dining plan options during fall 2010.

More From FoodService Director

Industry News & Opinion

In an effort to reduce turnover, lunchroom supervisors at elementary schools in a Chicago-area district will see an increase in pay at the start of the new school year, the Chicago Tribune reports .

The board of education for Park Ridge-Niles School District 64 on Aug. 8 approved a proposal to increase wages for those supervisors, boosting starting pay from from $12 to $14 an hour. Returning employees who already earn above the new rate will see an hourly increase of 2%.

Assistant Superintendent for Human Resources Joel Martin said he hopes the increased wages will allow...

Ideas and Innovation
coffee shop trailor graphic

A familiar face is coming to the roads of Rutgers University this fall: the Starbucks mermaid. The New Brunswick, N.J.-based school is testing a Starbucks truck throughout the upcoming semester, NJ.com reports . The company began testing trucks on college campuses in 2014, and now has mobile locations at Arizona State University, James Madison University in Virginia, East Carolina University in North Carolina and Sacramento State in California.

The trucks will serve the full lineup of Starbucks beverages that’s available at the outlet’s brick-and-mortar location at Rutgers,...

Industry News & Opinion

A study from Virginia Tech has found a connection between school meal participation and obesity in students. From data that predates the Healthy, Hunger-Free Kids Act , the findings raise questions over whether nutrition standards go far enough.

The research evaluated data from 1998 to 2007, comparing first through eighth grade students who partook in free and reduced-price lunch and those who qualified but opted out. Wen You, associate professor in the Department of Agriculture and Applied Economics at Virginia Tech, says she expected to validate theories that increased breakfast...

Industry News & Opinion

Buffalo Public Schools is turning to local chefs and a little competition to help create new menu items, the Buffalo News reports .

In October, local chefs will compete against each other and a team of seven to 10 students led by chef Bobby Anderson, a former contestant on “Hell’s Kitchen,” to create lunch recipes that comply with USDA nutritional requirements and use seasonal produce sourced locally.

“This Chef Challenge is another way to engage our youth in a fun, friendly competition with local area chefs who can help create appealing recipes that will be incorporated...

FSD Resources