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University of Michigan Health System Main Cafe University of Michigan Health Systems Main Cafe July 2010 Total Number of Respondents: 1268 Margin of Error:

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Presentation on theme: "University of Michigan Health System Main Cafe University of Michigan Health Systems Main Cafe July 2010 Total Number of Respondents: 1268 Margin of Error:"— Presentation transcript:

1 University of Michigan Health System Main Cafe University of Michigan Health Systems Main Cafe July 2010 Total Number of Respondents: 1268 Margin of Error: +/- 2.8% at a 95% confidence level Online Survey Component #4339

2 University of Michigan Health Systems Main Cafe Survey Objectives To gain a superior knowledge of our customer population in order to implement dining programs that are more satisfying to your employees To grow participation at all UMHS locations To determine current customer perceptions, beliefs and behaviors To understand current performance, including satisfaction level and program strengths & gaps To explore differences among consumers based on their loyalty to the dining service To provide an actionable reporting tool that can be interpreted across all locations to address key opportunities for growth 2

3 University of Michigan Health Systems Main Cafe 3 Survey Respondent Profile Job Title Gender 13%Male 85%Female 2%Prefer not to answer Age 4%18 – 2418%55 – 64 21%25 – 341%65+ 24%35 – 442%Prefer not to answer 30%45 – 54 Days/Week at Location 3%0 Days 1%1 Day 3%2 Days 15%3 Days 20%4 Days 53%5 Days 3%6 Days 1%7 Days 4.2Mean Days

4 University of Michigan Health Systems Main Cafe 4 Dining Behavior: Share of Stomach Share of stomach is the percentage of main meals that each of the listed alternatives currently captures during working hours SHARE OF STOMACH Net Promoter Segment TotalPromotersPassivesDetractors On-site36%38%36%29% Off-site9%6%9%14% Bring52%53%51%54% Skip4%3%5%2% Meal Alternative OPPORTUNITY FOR ACTION: Convert customers who buy meals away from work or who bring meals from home.

5 University of Michigan Health Systems Main Cafe Total Executive / professional Middle managementSupervisor Non- management Administrative Assistant Hourly employeeOther 5 Dining Behavior: Working Lunches Of the times per week you buy your meal at the dining service, how many days do you bring it back to your desk/work area to eat? % of Meals Purchased On-site BUT Consumed at a Desk/Work Area Job Types

6 University of Michigan Health Systems Main Cafe 6 Reasons to Eat at your Desk Which of the following best describes the reason for bringing your meal purchased at the dining service back to your desk/work area to eat? % Saying Ranked by Total Total I sometimes have to work through lunch I use my break to accomplish personal tasks (phone calls, surfing the internet) I need peace, quiet and privacy It takes too long when I eat in the dining service There are not enough seats in the dining service area I dont like the dining service décor (colors, lighting, seating, tables) I frequently bring my lunch to a meeting The seating area in the dining service is not kept clean

7 University of Michigan Health Systems Main Cafe 7 Compares the amount customers typically spend for lunch to what they believe is a reasonable amount to spend for lunch including a beverage Dining Behavior: Spend Difference of $0.73 between on-site & reasonable spend

8 University of Michigan Health Systems Main Cafe Meal Habit Change Please indicate how your meal habits have changed compared to last year. Meal Habit Change Breakfast Buying breakfast at the on-site dining service Bringing breakfast from home (eating at home) Buying breakfast on the way to work Skipping breakfast Lunch Buying lunch at the on-site dining service Bringing lunch from home Buying lunch outside of work (restaurant, etc.) Skipping lunch Dinner Eating dinner at the on-site dining service Bringing dinner from home (eating at home) Buying dinner outside of work (restaurant, etc.) Skipping dinner 8

9 University of Michigan Health Systems Main Cafe Which of the following best describes the reason for your change in meal habits? Reasons for Meal Habit Change Ranked by % Total Saying National n=31,616 Total To eat healthier52% Concerns about the economy31%41% To lose weight37% Less time for me to take a meal break22%27% Change in your personal life20%19% Working longer hours12%14% Concerns about the environment / sustainability4%5% Other22%17% 9

10 University of Michigan Health Systems Main Cafe Areas of Focus Top 3 areas of focus based on on-site consumer purchase behavior #1 – Value for the money #2 – Ease of finding what you want #3 – Availability of food and beverages you like best 10

11 University of Michigan Health Systems Main Cafe 11 Customer Suggestions Review 1. Enjoy Fresh n Healthy– Total Comments 2. Enjoy salad bar – New healthy specials – Enjoy value combos Enjoy soup – Enjoy daily specials /7 – 26 Please explain what specific actions or recent changes that you have seen that you would like the café to continue doing.

12 University of Michigan Health Systems Main Cafe 12 Customer Suggestions Review 1. More options added/variety – Total Comments 2. More value for dollar – More healthy options – More options needed at night – More soup variety – Vegetarian options – More combo meals - 27 What specific, new changes would you like the café to make?

13 University of Michigan Health Systems Main Cafe 13 Customer Suggestions Review 1. More options added/variety – Total Comments 2. More value for dollar – More healthy options – More options needed at night – More soup variety – Vegetarian options – More combo meals - 27 What specific, new changes would you like the café to make?

14 University of Michigan Health Systems Main Cafe Next Steps Increase Variety Adding new specials to each meal period Made to order breakfast burrito Flavored oatmeal Biscuits and gravy New lunch and dinner specials coming soon Converting a current station so additional items can be added Looking for more Guest Restaurant partners for 2 nd shift and weekends Currently working with Mhealthy dietitians on more soups Increase Value Items $4.99 specials will be offered daily at different zones – look for the value items on our menu 14

15 University of Michigan Health Systems Main Cafe Next Steps Increase Value Items Coming soon – The Brown Bag Zone – value items for grab and go purchase Coming soon – Combo meals for easy of ordering and value added Coming soon – New burgers for value conscience consumers Increase Healthy Items Currently working with Mhealthy dietitians to bring you more delicious meals – look for the items listed on our menu Welcome back - $4.99 and 500 calorie burrito Coming soon – more Mhealthy coupon specials Coming soon – Pasta on the lighter side Check out our new 500 calorie chopped salads – offering one per week 15

16 University of Michigan Health Systems Main Cafe Thank You! To all who participated in the survey. We will continue to update this section as we introduce more items. 16


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