This past quarter, October to December 2018, IUP Dining customers responded to the “Your Dining Voice” instant feedback survey 1,814 times. Of those, 1,548 were scored as nines or tens on a scale of one to ten. These results ranked IUP Dining third
across all Aramark higher education accounts and 15.6 percent points ahead of the customer service goal. Aramark operates dining services on over 400 college and university campuses across the United States and Canada.
“Your Voice Counts” is Aramark's enterprise-wide Voice of the Consumer initiative, an industry-leading tool that is active in six domestic business units and seven countries worldwide.
This tool allows our consumers to tell us how we are doing, offer suggestions, celebrate our employees, and alert us when things need improvement. Managers can address issues in real time, and, with these responses, Aramark can generate insights to
better the overall customer experience.
It’s easy for consumers to provide their feedback, because they can go online or use their mobile device. The default survey is four questions and takes about a minute to complete. The program is modeled after best-in-class foodservice and retail
brands, and is unique to Aramark. Traditional feedback channels are important, but sometimes customers want to give you feedback during or soon after they have an experience.
Feedback goes to Aramark immediately, and managers receive live alerts via email and a mobile app. Managers are instantly alerted to problems often before the customer exits the location and are able to follow up.