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Customer Feedback And Satisfaction

A key part of community engagement is capturing feedback from students, which we regard as the single most important tool for evolving and improving our services at Whitman Since our business decisions are informed by feedback trends, keeping lines of communication open between the community and our team is critical in ensuring we keep our finger on the pulse of Whitman. As the adage goes, what can be measured can be managed, so we provide multiple options to make it easy for students share their thoughts and experiences with us, while proactively initiating conversations with guests and conducting regular surveys.

 Table “Hops.” The Culinary Team frequently bounces between tables during meal periods, talking informally to students and listening to their suggestions and concerns.

 Comment Cards. Guests can share compliments, concerns, or food requests through comment cards available in the café. Our policy is to respond to all comment cards within a 24-hour period.

 Online Comments. Whitman’s custom Café Bon Appétit website features an online feedback form so guests can comment at a time that is convenient for them. We will respond within 24 hours and communicate our resolutions to you.

 Social Media. We provide our managers with detailed guidelines for responding to various types of feedback posted to our social media sites. We always seek to build credibility by handling any negative feedback we receive in public forums with grace and professionalism.

 Surveys. Annual online surveys help us determine if we are meeting our guests’ and client’s expectations. Within 30 days, we will submit a report to you including action plans to address guest comments. We can also benchmark these results with other similar Bon Appétit accounts. We will invite guests to participate in surveys through POS signage, social media posts, and menu mail. In our experience, the best time to administer a satisfaction survey is early in the Spring Semester. Students have been able to experience the dining program for an entire semester and have yet to be preoccupied with spring break and commencement. We want to work with the appropriate Whitman College representative(s) to begin crafting this survey as soon as possible.

 Around The Table. Bon Appétit chefs have expressed how helpful it is to just sit down with guests to see how they are feeling. It turns out that breaking bread with members of the community is one of the best way to develop relationships and answer questions they have about the dining program.