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

This semester, the East Quad dining team at the University of Michigan in Ann Arbor is taking steps to offer more authentic global cuisine , Michigan Daily reports.

The team has partnered with the Office of Student Life to start a conversation with students on how best to create and serve Middle Eastern and North African cuisine. Additionally, the university invited chefs from Japan and India to campus to help its chefs create more authentic recipes.

The school’s push for more accurate global cuisine was partially inspired by an international food event that got cancelled...

Industry News & Opinion
Madison food truck

The Madison Metropolitan School District in Madison, Wis., has partnered with a local organization to debut a food truck that will serve healthy, locally sourced lunch options for Madison high school students, according to The Capital Times .

The truck, which was donated by the Emmi Roth Cheese Co., will visit four high schools Tuesday through Friday, spending a day at each campus. Students who qualify for free or reduced-price lunch can use the food truck as they would the school cafeteria for no-cost or discounted meals.

Members of MMSD and partner organization REAP Food...

Industry News & Opinion

Identifying prospective employees may be less challenging for foodservice operators than getting would-be recruits to complete the hiring process , according to a new study of why job applicants bail.

The report shows that nearly three out of fours applicants (74%) will drop their effort to be hired if they suspect management is racist, and two out of three (62%) will flee if they learn of sexual harassment allegations. Roughly the same proportion (65%) will halt their pursuit if they encounter indications of a gender gap in pay.

About half (45%) of candidates won’t show...

Menu Development
zoodles

Here’s how two operations are spotlighting produce this season.

Oodles of zoodles

Binghamton University underscored its growing focus on plant-based options with a recent zoodle pop-up on campus. The pop-up, which served vegetable noodle bowls in vegan and vegetarian varieties, sold out of the dishes in four hours. The Binghamton, N.Y., school aims to add zoodles to its regular menu in the fall.

A buffet boost

The dining team at Miami University in Oxford, Ohio, recently re-evaluated its buffet offerings with an eye toward adding healthy options. It updated the fruit and...

FSD Resources