Customer Satisfaction Benchmarking Survey

Customer satisfaction is a key indicator of success and understanding how you compare to other institutions is a critical component to evaluating your strengths and identifying opportunities. The National Association of College & University Food Services (NACUFS) Customer Satisfaction Benchmarking Survey is designed to help you measure, evaluate, and benchmark the variety of needs and opinions of your most important customers – your students!

About the Survey

The confidential survey measures customer satisfaction with residential dining halls (board plans) and retail units are broken down into six categories: food courts, marketplaces, express units, specialty coffee shops/juice bars, sit down restaurants, and convenience stores. The survey includes 25 comparative indicators of customer satisfaction and importance scored by each facility. The indicators cover food quality, menu variety, customer service, cleanliness, the dining environment, sustainability, and the importance of the campus dining experience. The survey is tailored to your institution, given to your customers, and is distributed on your campus. It is distributed electronically or via printed questionnaires by Industry Insights, Inc., a professional research firm specializing in business studies for associations. The Customer Satisfaction Benchmarking Survey is available exclusively to NACUFS institutional members for a nominal administration fee and is distributed every August.

About the Data

The data collected is analyzed by Industry Insights, Inc., the same firm who conducts the survey, and a customized report is made comparing your results to the aggregated scores from all participating institutions.

Once your customized report is completed, it will include:

  • Predictors of Satisfaction – a regression analysis highlighting the key drivers for overall satisfaction.
  • Gap Analysis – tables to indicate the differential between what customers say is important and their level of satisfaction.
  • Trend Data – provides industry and institutional performance over the last three years.

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