Campus Dining Mystery Shopping?
As a provider of residential and retail food services for campuses across the US, the college food services company desired feedback. Curious about how well employees met standards for customer service, cleanliness, food quality, and merchandising fueled their desire for customer experience research.
College Food Services Company Mystery Shop Challenges
Is the correct special advertised? Were wait times long? Were employees in uniform and friendly?
The mystery shoppers reported on these and other important areas. Confero developed separate, customized surveys for on-campus and retail eateries at the colleges. Thus, enabling the company to compare results based on the type of location.
The program was challenging. Examples of some of the challenges were that not all shoppers have access to campuses, parking can be difficult, and mystery shops needed to be specifically scheduled. Specifically, the shops needed to occur only when college was in session. Confero met the challenges for the company and delivered the data that they needed.
Confero Delivers Good Quality Information
The college food service company’s program continued for over 10 years, averaging around 500 shops per year. Additionally, their regions were given the opportunity to order mystery shops on their own, whenever they wanted.
Confero’s campus dining mystery shopping reporting helped management to measure trends for all four areas over time through our program. Thus, making it easy for the organization to adjust training when needed. Mystery shopping scores were frequently averaging in the low 90s. Essentially, this shows the company’s commitment to ensuring excellent performance at all dining locations.
Learn about all the customer experience research services Confero offers.
