100 Jahre Studentenwerk München

Results of the Satisfaction Survey 2019

Read out and MP3 download   Read out

The Survey

Altogether, 1525 people took part in the satisfaction survey.

The University Gastronomy’s 39 evaluated gastronomic services were made up of 7 canteens, 10 StuBistrosMensa, 11 StuCafés, 4 StuLounges and 7 Espresso Bars. The questionnaire on our University Gastronomy contains 18 questions, such as satisfaction with the variety of the menus, what the meals taste like and how freshly-prepared they are.

The rating scale for the various questions comprises following rating possibilities: 1 = very dissatisfied, 2 = dissatisfied, 3 = good average, solid performance 4 = good, above-average performance, 5 = very satisfied, very good performance. (in the German questionnare: 1 = sehr unzufrieden, 2 = unzufrieden, 3 = guter Durchschnitt, solide Leistung, 4 = gut ausgeprägte, überdurchschnittliche Leistung, 5 = sehr zufrieden, ausgeprägte Leistung.) With most of the questions, it was also possible to leave a personal comment in an extra field.

 

Canteens

The results for the canteens remained more or less the same regarding the overall average.

The average rating was 0.1 points lower than last year, resulting in 3.5 points, which is equivalent to a slight 2.8 % decline.

Our guests’ overall satisfaction with the services of the Munich Student Union’s University Gastronomy resulted in an unchanged average of 3.4 points.

There were changes regarding the following criteria compared to the previous year:

• Satisfaction with the variety of the menus (from 3.5 to 3.6 points)
• Satisfaction with what the meals taste like (from 3.3 to 3.5 points)
• Satisfaction with how freshly-prepared the meals are (from 3.5 to 3.6 points)

Satisfaction with the procedure while choosing meals at the counter and paying at the cash desk declined by 0.5 points from 3.5 to 3.0 points on average. This decline by roughly 14 % can be attributed in particular to evaluations after the Garching Canteen was re-opened. Introducing the self-service system both at the counters and the cash desks was a challenging change not only for our staff but also for our guests.

 

StuBistroMensa

There were also hardly any changes in the overall average of the results for the StuBistrosMensa.

The average rating was 0.1 points higher than last year, resulting in 3.8 points, which is equivalent to a slight 2.7 % improvement.

Our guests’ overall satisfaction with the services of the Munich Student Union’s University Gastronomy resulted in an average of 3.5 points, equivalent to a 2.9 % increase.

Following criteria improved compared to last year:

• Satisfaction with the variety of the menus (from 3.2 to 3.3 points)
• Satisfaction with what the meals taste like (from 3.4 to 3.5 points)
• Satisfaction with how freshly-prepared the meals are (from 3.6 to 3.7 points)

In 2019, 7 of 18 criteria altogether were already rated at our goal of a minimum of 4 points.

 

StuCafés

In total, the StuCafès remained at last year’s level of 3.5 points on average, while individual evaluations shifted.

There were changes regarding the following criteria compared to the previous year:

• Satisfaction with the variety of the menus (from 2.9 to 2.7 points)

• Satisfaction with what the meals taste like (from 3.1 to 3.0 points)
• Satisfaction with how freshly-prepared the meals are (from 3.3 to 3.1 points)
• Satisfaction with the opening hours (unchanged at 3.7 points)

 

Due to the often small number of participants, the evaluation of the individual StuCafès can, in some cases, only be regarded as a non-representative trend. Partly, the results also differ from the overall outcome presented here.

StuLounges und Espresso Bars

Our StuLounges und Espresso Bars are the University Gastronomy’s smallest facilities, which is why relatively few guests took part in the questionnaire. The number of participants who took part in the survey is not sufficient to make representative statements. For instance, only three people took part in the survey for the new StuLounge Akademiestraße, which is why even the result tor this facility can not be considered representative.

Conclusion

All gastronomic services were able to keep their average previous year’s rating and still lie at 3.6 points.

We are especially pleased with this result. For, due to the major changes in the new self-service canteen in Garching with, at the same time, an unexpected increase in demand by more than two thirds, both our guests as well as our staff had to overcome great challenges in order to manage daily business. This was first shown in critical reactions and thus worse ratings in the points “Satisfaction with the procedure while choosing meals at the counter and paying at the cash desk”, “Satisfaction with the opening hours” and “Satisfaction with the price-performance ratio” in the Garching questionnaire . Without this natural development which was due to the changes in the system, slight improvements in the average ratings could have been expected.

 

Prospects

Developing new concepts such as the introduction of front cooking and the self-service system, which started in 2017 and was continued in 2018, will be carried on.

Also after the corona crisis, we will take further steps to continue to improve the service for our guests. The as yet unforeseeable effects of this crisis are in themselves a major challenge.

We are nonetheless confident that all of us together will manage to meet these future challenges.