Sodexo’s Customer Loyalty Survey Introduction Tarleton State University January 13, 2010 Sodexo’s Customer Loyalty Survey Introduction This page introduces the section showing actual customer survey results for the dining unit. On this page, enter the name of the dining unit you will review. YOU CAN ADD A PLACEMENT ON THE FRONT PAGE FOR THE COLLEGES LOGO AND WHO IS PRESENTING THE INFORMATION AND ON WHAT DATE Greg Nestle, Fall 2009

What are the Benefits of Participating in the Survey? We use the survey results to improve residential and retail dining services. The survey results are also used to help us develop new dining plans, retail products and new services. Our goals are to improve resident, non-resident, and faculty/staff satisfaction and loyalty through improved service performance.

Why do we talk about Loyalty and not Satisfaction? Customer Satisfaction Customer Perceived Quality Customer Perceived Value Customer Loyalty Branded Experience 1970 1975 1980 1985 1990 1995 2000 2005+ Making it happen Still the goal Note: Slides 5-9 are optional, and may be moved to the Appendix if presentation does not allow time to show these slides.

Customer Loyalty: Defined Customer Loyalty is a behavioral predisposition on the part of the customer to respond favorably toward the brand/company consistently and across situations. Loyal customers tend to: Become vocal advocates for your company Continue using your product/service Expand their relationship with your company Comply with requests for feedback/information Customers become loyal through great customer experiences.

What Customers are Rating in the Survey Overall Satisfaction with Experience at Dining Location Dining Atmosphere Customer Service Quality of Food Menu This slide shows additional areas of measurement covered in the survey. Dining Atmosphere Overall Having convenient hours of operation Maintaining a clean service area Maintaining a clean seating area Clean plates/bowls/silverware/glasses Availability of seating options Easily finding food/beverage items I want Customer Service Being served in a timely manner Friendly and helpful staff Professional appearance of the staff Being responsive to my questions/concerns Being receptive to my suggestions Offering or recommending complement to meal Management seeks feedback from students Quality of Food Prepared in a clean/sanitary environment Having an appealing presentation Prepared with high-quality, fresh ingredients Served at the right temperature Consistent food quality Menu Offering variety of menu choices/each meal Offering variety of menu choices/thru the week Offering new menu items with changing trends Providing healthy menu options

What the Results Show Customers rate each area via a simple 5-point rating scale: Excellent, Very good, Good, Fair, Poor. The score represents the percentage of respondents rating their satisfaction with a particular location as “Excellent” or “Very good”, the top two responses on the 5-point scale. For example, if a unit has a score of 52% on “Overall Satisfaction”, that translates to: “52% of the customers who responded say their Overall Satisfaction with our service at that particular unit is Excellent or Very Good.” This slide explains what the scores you are about to show represent. Reporting the percentage of “Excellent” and “Very good” ratings allow Sodexo dining locations to compare performance “apples-to-apples”.

Customer Survey Results For Tarleton State University in Fall 2009 Spring 2009 52% 40% 66% 63% 72% 70% 53% 41% 38% Overall Satisfaction with Experience at Dining Location Dining Atmosphere Customer Service Quality of Food Menu To present results on this slide, follow these steps: 1) Enter the name of the dining location in the slide title. If you wish, you may also add the appropriate semester or academic year to the slide title. 2) Go to the survey results website, log in, and view your Account-level report. In the account-level report, click on the unit for which you are reporting in this presentation. 3) Once you can view the main unit report on the website, click “export to Excel” in the top right corner. When the excel version of the report opens up, click “Save As”, rename the file, click the “down” arrow to “Microsoft Excel workbook” and save the report to your computer. 4) On the excel report, note the score next to “Overall Satisfaction” at the top of the report in column B. Type it on this slide in the box next to “Overall Satisfaction”. 5) Go back to the excel report. Under the “Dining Atmosphere” section, select the 7 measurement areas and their scores in the first column. Right-click and select “copy”. 6) On this page of the presentation, place your cursor on the first line under “dining atmosphere”. Under your “Edit” menu, go to “Paste Special” and scroll to the option “Unformatted Text”. Select this option and click “Okay” to paste in the results for “Dining Atmosphere”. 7) Go back to the excel report, and under the “Customer Service” section, select the 8 measurement areas and their scores in the first column. Right-click and select “copy”. 8) On this page of the presentation, place your cursor on the first line under “customer service”. Under your “Edit” menu, go to “Paste Special” and scroll to the option “Unformatted Text”. Select this option and click “Okay” to paste in the results for “Customer Service”. To present more results on this slide, follow these steps: 1) Go back to the excel report. Under the “Quality of Food” section, select the 6 measurement areas and their scores in the first column. Right-click and select “copy”. 2) On this page of the presentation, place your cursor on the first line under “Quality of Food”. Under your “Edit” menu, go to “Paste Special” and scroll to the option “Unformatted Text”. Select this option and click “Okay” to paste in the results for “Quality of Food”. 3) Go back to the excel report, and under the “Menu” section, select the 8 measurement areas and their scores in the first column. Right-click and select “copy”. 4) On this page of the presentation, place your cursor on the first line under “Menu”. Under your “Edit” menu, go to “Paste Special” and scroll to the option “Unformatted Text”. Select this option and click “Okay” to paste in the results for “Menu”. NOTE: You may refer to your web report for historical results for this unit. Your web report shows scores for the two previous semesters, allowing you to show a trend if needed. You may include historical data for this unit in an additional slide template like this one. You may also copy this template to use for additional units being presented. Several copies of this template are located in the Appendix. Additional results for each main category shown above are available in the full report shown at the end of this presentation.

Tarleton State University Performance Against the Key Drivers of Satisfaction   Having convenient hours of operation Overall dining atmosphere Clean plates/bowls/silverware/glasses Maintaining a clean service area Being served in a timely manner Maintaining a clean seating area Availability of seating options Easily finding food/beverage items I want Overall customer service Friendly and helpful staff Professional appearance of the staff Being responsive to my questions/cencerns Being receptive to my suggestions Offering or recommending complement to meal Management seeks feedback from students Overall quality of food Prepared in a clean/sanitary environment Having an appealing presentation Prepared with high-quality, fresh ingredients Served at the right temperature Consistent food quality Overall dining menu Offering variety of menu choices/each meal Offering variety of menu choices/thru the week Offering new menu items with changing trends Providing healthy menu options Red shows key drivers where performance is below the top quartile—these are our priority areas of improvement. Yellow shows additional areas for improvement. Areas in green show our “strengths” where performance is within the top quartile. To present results on this slide, follow these steps: 1) Enter the name of the dining location in the slide title. If you wish, you may also add the appropriate semester or academic year to the slide title. 2) Go to the survey results website, log in, and view your Account-level report. In the account-level report, click on the unit for which you are reporting in this presentation. 3) Once you can view the main unit report on the website, click the red button called “Priority Area Report” . When the Priority Area Report appears, click “Export” in the top right corner. When the excel version of the report opens up, click “Save As”, rename the file, click the “down” arrow to “Microsoft Excel workbook” and save the report to your computer. 4) On the excel report, select the “red-green-yellow” section of the page up until ALL performance areas listed have been selected. If nothing is listed in the red, green, or yellow areas, select the empty space anyway. Please make sure you have selected enough of the colored areas so that you capture everything listed in every color. 5) Right-click and select “copy”. 6) On this page of the presentation, place the cursor somewhere under the text box, and click “Paste”. 7) Move or re-size the graphic you just pasted so that it fits on the page OR feel free to insert another slide if the lists are too long to fit on this slide. NOTE: If the unit does not have any areas in the red box, refer to the yellow box to indicate any priority areas for improvement. Areas in the Yellow box scored lower than the top 25% of units on the measures shown. 8) Alternatively, can paste in the slide the URL that was included in the email you received notifying you that the report is available. This URL will take you directly to your account-level report. See appendix for the slide containing the placeholder for the URL.

Most Improved Performance Year Over Year Satisfaction Fall 2009 Spring 2009 Overall Satisfaction 52% 40% Meeting Needs 55% 38% Price 31% 22% Value 35% 24% This slide presents the three most improved areas on a year-over-year basis (Fall to Fall, Spring to Spring). This demonstrates improvements made over the past year. To present results on this slide, follow these steps: 1) Go to the survey results website, log in, and view your Account-level report. In the account-level report, click on the unit for which you are reporting in this presentation. 3) Once you can view the main unit report on the website, click the purple button called “Most Improved Priority Progress” . When this report appears, you will see a chart. 4) Move your mouse over the first chart on the page, right-click and select copy. 6) On this page of the presentation, place the cursor somewhere on the page, and click “Paste”. 7) Move or re-size the chart you just pasted so that it fits on the page.