Satisfaction is a state of mind. It is the sense of pleasure after the customer's needs are met, and it is the relative relationship between the customer's expectation of the product or service in advance and the actual feeling after actually using the product or service. If we use numbers to measure this psychological state, this number is called satisfaction. Please see the satisfaction survey report I compiled below.
Investigation report on satisfaction degree of school canteen
I. Purpose of the investigation
Recently, news broke out frequently, and some college students boycotted the price increase of school canteens through proposals. As a special group, college students seem to need more care and attention. In the face of soaring prices, what can college canteens do to ensure both efficiency and quality? How can the canteen withstand the pressure and ensure satisfaction? In the face of students' complaints, government departments explicitly prohibit price increases. How can canteens weigh their own interests and students' satisfaction with canteens? What are the aspects of students' dissatisfaction with the canteen? To this end, we specially investigated students' satisfaction with the canteen.
Two. statistical data
According to the investigation, the quality of meals, the hygienic status of canteens, the service attitude of service personnel, the dining choices of students and the price were investigated. As for the quality of the food, the students all think that the canteen is rich in dishes, but the taste is partial; However, the quality of food during the festival is much worse than usual. In view of the sanitary condition of the canteen, students generally think that the quality is average and should be improved to make people feel more at ease. The attitude of service personnel has different attitudes in different windows. Most service personnel have a good attitude, while some window service personnel have a bad attitude. Regarding students' dining choices in health and safety, most students' first choice is convenience. Some students think that the taste of food is the most important, some students value the price, and some students will choose according to the attitude of the service staff.
The survey results show that 95% of the students have encountered the situation that the canteen staff ordered too little food and typed the wrong card, which shows that the service quality of the canteen staff needs to be improved, and they should be more patient and meticulous, and they should not take the disguised price increase method of reducing the amount of food to ensure their own profits because of the price increase. In terms of price, students think the canteen price is reasonable. Among them, 85% students spend between 300-500 yuan, 1 1% students spend between 500-700, and 4% students spend below 300 yuan. Most students choose to pay by credit card when eating in the canteen, 87% students choose to support cash payment, and 1 1% students are indifferent. From this point of view, cash payment can bring convenience to students, and canteens should continue to use this way of paying by cash card. Generally speaking, students are generally satisfied with the canteen. Different interviewees hope that the canteen will be improved in terms of quality, environment, hygiene, price and service attitude, especially in terms of food quality and staff service attitude. At the same time, the order of dining in the canteen will be standardized, and people will consciously queue up to eat, providing students with a better dining environment.
Third, the status quo and reasons
Through the questionnaire survey on the satisfaction of three canteens, the following problems are analyzed: the service attitude of canteen staff is poor, there are deliberate mistakes in swiping cards, and the food quantity is small. The food in the canteen is not fresh enough. The food in the canteen tastes heavy, and the food insulation work is not done well. Poor dining environment, poor sanitary conditions and so on.
In view of the above problems, we have made a serious analysis. It is found that the canteen staff have the above problems because the canteen implements the contract system, and the higher the turnover, the higher the profit, so the students' feelings and interests will be less considered. The reason why the canteen food tastes heavy is that Changsha people generally like to eat spicy and salty food, while the chefs in the canteen are generally recruited from the local area, so the taste is partial. The problems of dining environment and food insulation are mainly the poor hardware conditions and incomplete facilities in the canteen, the canteen organization pursues benefits, and the canteen contractor reduces costs, which affects the interests of students.
Fourth, the solution
1. Establish a responsibility supervision mechanism, constantly improve and update various management systems, so as to achieve: the system is on the wall, the responsibility lies with people, and it is put in place. Convene canteen staff meetings regularly, and often organize to learn food hygiene and safety knowledge, enhance safety awareness and improve management level.
2. Further standardize internal management. The overall work of the canteen has been institutionalized and standardized. Personnel, procurement, warehousing, processing, sales and other management links have been implemented in detail.
3. Pay attention to publicity and education, and enhance the awareness of food hygiene and safety of teachers and students. Use regular morning meetings, class meetings, school meetings, campus radio, blackboard newspapers and other forms to carry out targeted publicity and education on food hygiene to promote students to develop strong health awareness and good habits.
4. Feedback regularly, investigate students' satisfaction, find problems in time and take adjustment and improvement measures to make the canteen satisfy students.
Verb (abbreviation of verb) abstract
Through the questionnaire survey on the satisfaction of the canteen in Zhuzhou Vocational and Technical College, the members of this group have paid a lot and gained a lot. We saw the shortcomings of the canteen, found out the reasons for these shortcomings, and gave some suggestions to change these shortcomings; We feel the convenience brought by the canteen and know the far-reaching influence of the canteen on everyone. School is our second home, and the canteen is everyone's food source. The taste, price, environmental sanitation and attitude of service staff in the canteen are closely related to our life, which directly affects our health and mood. Therefore, as a school canteen, it should show its due responsibility to provide nutritious, healthy and reasonably priced food for everyone, so that teachers can work happily and students can study happily. As teachers and students, everyone should observe the order of the canteen, save food and be considerate of the canteen staff, so that there can be a harmonious relationship and a pleasant atmosphere between diners and suppliers. Through this questionnaire survey, we have a deeper understanding of the canteen, and hope that the canteen can continue to bring satisfactory food and services to teachers and students.
Customer satisfaction analysis report
Service is an effective means to retain customers. Research shows that the cost of acquiring a customer is five times that of retaining an old customer. If a beauty salon can reduce the customer churn rate by 5%, its profit will increase by 25%-28%. The profit rate of beauty salons mainly depends on the life span of old customers. Therefore, the staff of beauty salons should establish a correct service spirit, spare no effort to provide warm and thoughtful service to customers, make customers feel highly satisfied and respected, establish long-term friendly relations with customers through two-way communication, and retain customers.
At the same time, an important way to improve the core competitiveness of beauty salons is to start with services, and details can better reflect the advantages of beauty salons and retain customers:
1, the knowledge and ability of beauty salon employees are well coordinated with the needs of customers. Whether it is a beautician, a beauty consultant or a cleaner, only the full cooperation of all employees can create the happiest service environment, and the environment is the first element of employees.
2. Whether employees are competent or not, employees in each position need to know their work clearly and be able to finish it on time.
3. Customers and employees have reasonable expectations for each other. Employees will not jump ship today and want to change beauty salons tomorrow, and customers will not order beauticians to be their slaves.
4, customer needs can be accurately diagnosed, beauty consultants can accurately grasp customer needs, and establish customer trust, so as to believe that this is a formal beauty salon.