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

Sponsored Content
snacking mobile phones coffee

From Keurig Green Mountain.

University students are on a quest to discover their own tastes and preferences, and that includes beverages — especially specialty coffees.

Study sessions are usually fueled with coffee, and plenty of it. Hard-working students look to break monotony with variety, and they also want to treat themselves. Limited time offerings of flavored coffees coupled with seasonal variations are one way to satisfy these cravings. Here are four ways to do so.

Seasons change

The most natural time to change up beverage menus is when seasons turn — 32% of...

Ideas and Innovation

A house of straw is rising on the grounds of University of Michigan’s campus farm this summer, constructed by students enrolled in a green building class. The sustainable structure features 18-inch-thick straw bales covered in adobe and is topped with a metal roof sporting solar panels. It will be the first building on the Ann Arbor campus to be off the electrical grid—and the first university structure built by students, reports Michigan News .

Once the straw house is completed, Michigan Dining plans to host farm-to-table dinners there. It will also serve as headquarters for the...

Industry News & Opinion

Texas’ Farm Fresh initiative has this year expanded to include summer meal programs , My High Plains reports.

The program, which strives to incorporate more local ingredients into school meals, is led by the Texas Department of Agriculture.

Last week, producers and foodservice operators from schools around the state met at a nutrition conference to learn more about how to increase their use of local food. Around 40% of schools in the state are currently part of the initiative.

Read the full story via myhighplains.com .

Photo courtesy of Pixabay

Industry News & Opinion

Sodexo has appointed Cathy Desquesses as its chief people officer, the company announced on Friday.

Before joining Sodexo, Desquesses held multiple leadership roles in the human resources department at General Electric, where she worked for 20 years. Most recently, she was the global HR leader for GE Power Gas.

Desquesses will begin her new role on July 1 and will report to Sodexo CEO Denis Machuel. She will replace Juan Pablo Urruticoechea, who is moving into a new position at Sodexo.

Photo courtesy of Sodexo

FSD Resources

Code for Asynchronous jQuery Munchkin Tracking Code