Satisfaction in Your Program is Our Responsibility and Passion. Get Involved. Tell Us What You Think.
Our diagnostic measures not only gauge current satisfaction, efficiency and advocacy, but also provide feedback to help predict campus perceptions and trends that are occurring or may occur at William and Mary. These constant measures help create benchmarks and ensure that we continue to provide a high quality, fresh and relevant dining program and allow us to transform the program as students’ tastes change over time.
The following are our most effective measurement and continuous improvements methods regularly used at William and Mary.
Mystery Shopper Reports (Currently being conducted)
One of the best ways to gauge the quality of a dining experience is with a customer who understands the standards to which we aspire. At least once a semester, mystery shoppers are sent to each dining facility by our outside independent research partner, Confero©. They generate a detailed snapshot of our services as customers experience them through an unbiased 3rd party point of view.
Online and Text n' Tell Feedback (Always Available)
William and Mary customers can send their comments via this CampusDish website under the Contact Us and Feedback link at the top of the screen, sending a dining email or texting in via Text n' Tell monitors at all dining locations with their questions, suggestions or concerns. Comments are reviewed and answered within two business days. Where appropriate, the William and Mary Food Service Director may follow up with the individual directly for additional information or to help find resolution to the concerns.
Students may also visit the Dining Student Advocacy Office located in the Commons Lobby to speak one-on-one with dining staff. (Open Monday - Friday 9am - 5pm*) *Hours subject to change
Food Advisory Committee (Fall 2013)
Resident District Manager, Matthew Moss, Director of Operations, Larry Smith and Marketing Manager, Faren Alston, attend all Food Advisory Committee meetings held by college administration and representatives from the student body. These selected committee members provide Dining with vital insight about student tastes and preferences as well as general feedback about the dining program, as they are to serve as the voice of the student body. Many program changes and initiatives are brought and or suggested in these meetings and are implemented on campus based on committee feedback.
Dine with the Director (Fall 2013)
Dine with the Director allows students to attend a special meal with location Food Service Directors. This provides an opportunity for students and dining management staff to address any questions or concerns about the dining program. Minutes are taken by the Food Service Director and shared with the dining team. As appropriate, Resident District Manager, Matthew Moss, and Marketing Manager, Faren Alston, will attend to support the discussions.
DiningStyles™ Survey (Fall 2013)
This twice-a-year online survey solicits descriptive customer feedback regarding food quality and taste, price/value, speed of service, cleanliness of dining areas, employee friendliness, and overall satisfaction. In addition, it gives field personnel prescriptive data to enact program change. The fall survey results facilitate the development of an action plan to be completed over the winter break. The spring survey quantifies student response to the changes we made and prepares us for the upcoming year.