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 electronically on your campus. Industry Insights, Inc., a professional research firm specializing in business studies for associations, analyzes the data. The Customer Satisfaction Benchmarking Survey is available exclusively to NACUFS institutional members for a nominal administration fee and launches each August.

About the Data

A customized report is made comparing your results to the aggregated scores from all participating institutions.

Your customized report includes:

  • A Detailed Survey Results section containing data tables that display frequency distribution tables, cross tabulations, and means/medians, where appropriate, for each survey question. The cross-tabulations are based on various institutional characteristics, such as two-year vs. four-year, geographic region, public vs. private, size, etc. as well as various respondent characteristics.
  • An Executive Summary section presenting a "user-friendly" overview of the survey's findings through a combination of graphs and easy-to-understand charts, supplemented by textual analysis. Emphasis is placed on the most important survey results. The report also contains a description of the survey methodology, the demographics of the sample, and a copy of the questionnaire. In addition, PDFs of the institutions' current year reports are housed in a secure online portal.
  • Online, real-time searchable reports allows participants to log into a secure site and access the preliminary results as the survey progresses. The site presents the real-time results alongside real-time industry benchmarks and open-ended question responses.

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