Case Studies in Customer Satisfaction Research

A Marketing Success Story: Vanderbilt Dining
by Anne Edmunds, M.Ed.
from the Journal of The National Association of College and University Food Service (NACUFS)

Many functional areas within higher education are now reaping the benefits of employing marketing techniques to improve their services to students. Vanderbilt Dining has achieved much success by effectively utilizing a variety of marketing methods, receiving the praises of both students and national organizations. Market research studies with the help of outside market research firms suggested significant changes in a cafeteria and convenience store, which were implemented. Other marketing techniques employed include an online satisfaction survey, utilization of campus publications, and celebrations involving the receipt of industry awards. Effective communication contributed to the positive outcome of a recent health inspection crisis. Click to continue >>

Using Leading Indicators to Keep Pace with Changing Student Needs
by Kevin Hawkins

Rutgers Dining Services is one of the largest and most leading edge student dining operations in the country. Through a variety of innovative methods they develop strategies that meet the needs of a variety of student types. Rutgers developed a level of predictability into their strategy through the SatisTrack™ program’s ability to measure leading indicators. Leading indicators are the result of a measurement process that is driven by the organization itself and it is entirely within their span of control. The SatisTrack™ system led Rutgers Dining Services through a successful re-engineering of their dining programs and allows for continuous improvement of the plan. Capitalizing on the operational expertise of Insights Research Group, Rutgers Dining Services has been able to meet the needs of the students and optimize student satisfaction.
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