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
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.