Getting it right: the survey series part 1

In the past customer satisfaction and market research surveys were mostly conducted by research companies. Today, web and mobile technology, increased processing power, single-version-of-the-truth dashboard reporting and user friendly analytical tools has put the capability to conduct meaningful surveys within the reach of the smallest company or department. But surveying is often misunderstood and misapplied. […]

Touchwork @ The AHF (Association for Healthcare Foodservice) 2014 Annual Conference in Orlando

The Hospital foodservices sector is finding itself amidst various demands and pressures from both the customer and administration alike – with an increasing emphasis on “Hospitality” and customer satisfaction as a core competency, quality, healthy dining amongst patients, visitors and employees, cost management, “Business Dining” and introduction of new points of services & patient service […]

Best practice series: Tip #9 – Include website feedback

Expand the use of your TxtandTell portal – add website feedback Simply include a web link on your dining website Let students select any location and provide feedback Feedback is immediately emailed to location managers All feedback stored in the TxtandTell portal Managers can send a reply by email or text message Moderate and publish […]

Best practice series: Tip #6 – Consolidate all customer feedback!

Here are 6 easy steps to consolidate all customer feedback: Use the TxtandTell portal to manage customer feedback from all channels using a common process. Text message feedback QR code/mobile web feedback Dining website feedback Dining app feedback Twitter feedback Email feedback Manual comment card feedback Link your dining website feedback form to TxtandTell – […]

Best practice series: Tip #5 – Use eye-catching marketing materials

Increase student response rate by following these basic marketing tools and tips Ask students for their feedback using attractive and eye-catching marketing materials in each location. Ensure these materials are visible…if students don’t see them, they cannot respond. Use a combination of posters, napkin holder cards, table tents, business cards…whatever works in your environment. Update […]

Best practice series: Tip #3 – Send a personal “Reply” to each student

Sending a personal reply text message directly to each and every student expresses genuine interest as well as a “personal touch” by dining management and helps build the relationship between students and dining services. Ensure that the reply is appropriate – answers a question, provides more information, thanks them for a compliment, apologizes for problems, […]

Best practice series: Tip #2 – Use “cool but appropriate” language

When posting manager responses on the TxtandTell Digital Comment Boards, use “cool but appropriate” language with the inclusion of some wit, whenever possible. This will attract the attention of students and inspire an ongoing discussion as opposed to using simple “monotone” replies such as “Thank you for your feedback”. Answer questions, provide updates, apologize for […]

Best practice series: Tip #1 – Think like a marketer when publishing student comments

The TxtandTell Digital Comment Boards are great for sharing information, engaging students and communicating the actions you are taking based on their feedback. As unit managers may not have the required marketing experience, consider having a dining services marketing person review the student comments and actually do the responses, screen moderation and publishing to the […]