Findings & Recommendations Coppin State University March 26 th, 2010

Market Research – Campus visit (March 4 th, 5 & 12) Focus groups Personal interviews – Web-based survey (108 respondents) Interactive Work Sessions/Presentation of Preliminary Findings & Recommendations (March 26 th ) Dining & Bookstore Master Plan Development – Confirmation and/or development of current campus foodservice & bookstore facilities – Catering & conferences – RFP development – Contract execution Scope of Work

QUALITATIVE MARKET RESEARCH

Cafeteria – The dining hall needs a “wow” factor. We need to change the way it looks and add some more lights. – A lot of programming takes place in the dining hall – We need to update the cafeteria. – It would be nice to have a variety of seating options in the cafeteria. – The building is relatively new. – Very good location. Variety & Quality – We order out a lot as a change of pace. – More healthy choices – If you don’t time it just right hot food is cold. – They run out of popular items and do not replenish before end of meal – We are tired of the same food in the cafeteria. – I’d like to see more variety including vegetarian options. – I see more whole all offerings and international cuisines – The lack of freshness of the food is a problem. – I’d like for more healthy drinks to be available. – I like for them to have nutritional cards out so that we can see what’s in the food. – They need more fresh vegetables in the cafeteria. – We want freshly prepared food and more variety. – We love chicken and fish day(s) – Food should be ready on time. Market Research

The Rathskeller – The Rathskeller does not offer many options. –The Rathskeller is hidden away – I use the Rathskeller because I can’t get what I want in cafeteria – The Rathskeller is nothing but grease. – This place is a mess and should be closed. – The Café (Faculty & Staff Dining) –The food upstairs in the faculty dining area is better than the food downstairs. – I’d like to see more variety in the faculty staff dining room. – Wednesday is most popular day. – Other Locations? – The HHSB could use a food venue. Co –Coffee, sandwiches, snacks, baked goods etc. – Subway is in a good location. – It would be nice to have more vending in P.E.C.

Market Research Hours – The hours of operation need to be increased, especially on weekends. – I would like to see the dining hall open later. – We have a pretty open campus until midnight. – There’s a lot of delivery on campus after 10 p.m. – Evening students miss meals because nothing is open. – They close to early. – If open longer I would rather stay on campus. – They break down and run out before they close. – The last class on campus ends around 10:30. – There is a need for hot food after 9 p.m. – By 6:45 p.m. they are taking food off of stations. – Meal Plans – I don’t like the fact that there is no rollover for the meals on the meal plan. – We should be able to use multiple meal swipes during one meal period. – The prices for meal plans are ridiculous. – The meal plans are a rip off. General – This campus gets boring at night. – The services are limited during summer. – Parking is an issue on this campus. – Students should be employed by food services. – We want friendly faces serving our food. Catering: – Catering needs to work on pricing for student events. – The catered events I have been to have been nicely presented. – We have to use the contractor for catering. We’re tired of the same menu and the prices are too high. – the catering department doesn’t pick up food after events. – Dishes and glasses have spots on them.

Market Research The Bookstore – We need more books. I have yet to get my math books for class. – They need to decrease prices of school spirit items. – The bookstore has billing issues. For instance honor students a re allotted a certain amount of money for books but the card system is not set up correctly so these students purchase items other than books. – Can only use financial aid in the bookstore for purchases, not on-line. – The bookstore needs longer hours. – During the summer the bookstore doesn’t restock things. – The bookstore customer service is not the best. – The bookstore needs more web-based services. – Barnes & Noble has a much easier user-friendly online interface. – The lines get too long in the bookstore during certain times of year. – I would like to see more grocery store type items like milk in the bookstore. – The bookstore has the highest prices in the state. – It doesn’t seem like the people in the bookstore are educated as to what the bookstore offers. – There are cheaper options online for books. – There should be a system in place to confirm order accuracy for the bookstore. – Most books are overpriced. – They do not order what is requested and students go without book. – We want more pennants and banners, apparel, t-shirts etc. – We should be able to order books on-line and come and pick them up. – More Greek paraphernalia – They don’t have enough variety and they have a rude attitude. – Only notice bookstore for first two weeks of each semester. – It is better that bookstore stocks caps and gowns. – Book buy back is not good. – They don’t pay enough for used books. – Buy back not in convenient location. – More blue and gold…..

Quantitative Market Research

Recommendations Au Bon Pain Bookstore Blue/Gold, Supplies, Licensed Clothing, Books, Snacks, Book Buy Back Subway Starbucks Kiosk Talon Dining Commons Anytime Dining 7-12 S - S Bookstore Text Books Stacks/Pick up

Talon Center Dining Commons Anytime Dining – Student Clock – Unlimited Access 7 a.m.-Midnight – Sunday – Saturday – Optimize Display Cooking: – Fresh fruit & vegetables – Organic Salad bar – Low-fat/healthy foods – Vegetarian/vegan options – MTO deli, wrap & panini sandwiches – Wood burning brick oven pizza – Home-style foods – Pasta Bar, Soups – Baked goods (bagels, scones, muffins, cookies, etc.) – Authentic Asian food – Authentic Mexican food – Authentic Soul Food – Dining Room – COLORS -- Blue/Gold (e.g. famous alumni, athletes, historic campus pictures). – Starbuck’s Kiosk – Site lines from new Bookstore – Tailgating brunch pre/post sporting events – P.E.C.

– HHSB (on the same level as bridge) –Au Bon Pain Café (7a.m. – 10 p.m. M-F, Sat. 4 p.m.) –Wraps (chicken Caesar, buffalo, tuna, turkey etc.) –Soups/chili –Coffee/Tea –Fresh Baked Goods (muffins, bagels, rolls, scones, cookies) –Fresh Fruit –Salads (Caesar, chefs, cob, garden) – Tawes Center – Subway (stat) – Talon Center Bookstore – Grab n’ go pre-packaged C-store – Talon Center Dining Commons – Starbucks Kiosk (anytime dining meal plan) Retail Food Concepts

Bookstore Talon Center – Beach Front Student Clock 7 a.m.-Midnight – Sunday – Saturday – Optimum offerings: –Text Book Guarantee –School Sprit Merchandise –Competitive book buy back –New/used texts –Trade books –Wide Variety School supplies –Soft goods -- Gifts –Computer hardware/supplies –Sundries - Slushies –Digital photo instant printer –Health/beauty aids –Cleaning, laundry supplies Snacks –Magazines –Bottled Beverages – On-line ordering – On-line ordering/Financial Aid – Compelling value/attraction for commuters

Recommendations Au Bon Pain Bookstore Blue/Gold, Supplies, Licensed Clothing, Books, Snacks, Book Buy Back Subway Starbucks Kiosk Talon Dining Commons Anytime Dining 7-12 S - S Bookstore Text Books Stacks/Pick up

Talon Center Dining Commons Anytime Dining – Student Clock – Unlimited Access 7 a.m.-Midnight – Sunday – Saturday – Optimize Display Cooking: – Fresh fruit & vegetables – Organic Salad bar – Low-fat/healthy foods – Vegetarian/vegan options – MTO deli, wrap & panini sandwiches – Wood burning brick oven pizza – Home-style foods – Pasta Bar, Soups – Baked goods (bagels, scones, muffins, cookies, etc.) – Authentic Asian food – Authentic Mexican food – Authentic Soul Food – Dining Room – COLORS -- Blue/Gold (e.g. famous alumni, athletes, historic campus pictures). – Starbuck’s Kiosk – Site lines from new Bookstore – Tailgating brunch pre/post sporting events – P.E.C. – Compelling value for non-resident students – Talon Retail

Meal Plans Optimum Value Proposition = Access – Unlimited Access 7 a.m. – 12 a.m. Sunday - Saturday Silver Plan: -- Residential Requirement Unlimited access (anytime dining) Talon Center Dining Commons $50 Dining Dollars Three guest meal passes per semester. Estimated cost: $2,950 annually (19 meal plan for 2010 – 2011) Gold Plan: -- Voluntary Buy Up Unlimited access (anytime dining) Talon Center Dining Commons $100 Dining Dollars Six guest meal passes per semester. Estimated cost: $3,050 Platinum Plan: -- Voluntary Buy Up Unlimited access (anytime dining) Talon Center Dining Commons $150 Dining Dollars Ten guest meal passes per semester. Estimated cost: $3,150 Available to students living off campus.

Value Proposition Consumption Driven Promotes more food consumption/waste/ unnecessary spending & less gross profitability A La Carte: Declining Balance Block meals/Meals per week/ Meals per day Finite # of meals/dollars Continually remind customers about the price of their purchases. –“It’s expensive to eat there.” Access Driven Promotes less food consumption/waste & higher gross profitability Anytime Dining – Unlimited access – Students consume less food/Reduce food waste Infinite # of meals/access to food Voluntary meal plan participation increases

– Meal Plans: Program enhancements to make it more attractive for students to continue to buy meal plans when no longer required & to stay in on-campus housing longer. – Extended hours of operation including late night – Multiple locations & attractive settings – Wider variety of food choices Competitive in terms of quality, price and service with off-campus restaurants Value-added meal plan options for non-residential customers including commuter students and faculty/staff to increase participation and social interaction with residential students. Customer-friendly, year-long marketing campaigns to reinforce the value of the meal plan program and to maintain customer awareness of on-campus dining options and services. Recruitment & Retention

– Meal Plans: Building community by encouraging undergraduate students (especially freshmen) to purchase meal plans that promote social interaction and bonding (see and be seen). – Higher recruitment capture rate – Higher retention rates – Higher graduation rates Unlimited access, continuous service meal plans. – Ultimate in flexibility – Easy transition from home environment, especially for freshmen – Appeals to parents Recruitment & Retention

Faculty/Staff Meal Plans – Offer block meal plans for faculty/staff and commuter students. Block 75: 75 meals per semester at a cost of $4 per meal. Cost: $300/semester Block 50: 50 meals per semester at a cost of $4.50 per meal. Cost: $225/semester Block 25: 25 meals per semester at a cost of $5 per meal. Cost: $125/semester – These customers may also purchase one of the unlimited meal plans.

 Consider offering three tiers of service: – Premium Service: For presidential & high-level catered events – Standard Service: For traditional luncheon meetings & similar gatherings – Budget Service: For groups with limited budgets (pick up/no set up or tear down).  All catering staff should be fully trained & professional.  Have online catering option.  Maintain an updated catering webpage with menus, specials, upcoming events calendar, promotions and contact information.  There should be management oversight to ensure that there is proper set up prior to events and thorough clean up after events.  Catering customer outreach.  Annual catering fair. Catering Services

Recommendations Au Bon Pain Bookstore Blue/Gold, Supplies, Licensed Clothing, Books, Snacks, Book Buy Back Subway Starbucks Kiosk Talon Dining Commons Anytime Dining 7-12 S - S Bookstore Text Books Stacks/Pick up

Next Steps RFP issuance: April 2 nd, 2010 Pre-bid conferences: April 9 th, 2010 Proposals due: April 30 th, 2010 Evaluations provided to CSU: May 10 th, 2010 Finalist interviews: May 17 th, 2010 Contract negotiations: May 17 th – May 28 th, 2010 New contract(s) signed: On or before June 1, 2010

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Preliminary Findings & Recommendations Coppin State University March 26 th, 2010