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SUTTON ASSOCIATES 2732/2004 deptrate.ppt r1 3/19/20043 SATISFACTION WITH DINING SERVICES UCSD Student Satisfaction Survey: Satisfaction Mean Score Top/Bottom 2-Box Ratio: ‘ ‘ ** ‘ ** ‘ ** Average Percent Evaluating:2004 = 98.5% 2003 = 98.8% 2002 = 97.7% 2001 = 96.8% n = 2556 for for for for 2001 Service Attributes - Dining Services * Not asked prior to %Extremely 32.2%Very 50.5%Somewhat 9.5%Not Very 1.7%Not At All 2004 Overall %
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UCSDSTUDENT SATISFACTION SURVEY
2001 - 2002 - 2003 - 2004
HOUSING & DININGDEPARTMENT
RATINGS
Prepared For:
University of California-San Diego
SUTTONASSOCIATES
2732/2004 deptrate.ppt • r1 3/19/2004 2
SUTTONASSOCIATES
36%
18%
22%
17%
21%
18%
21%
16%
20%
27%
19%
17%19%
14%
8%
5%
2%
20%
16%
19%
2%3%
1% 1%
13%
11%12%
16%
11%
4%3%
0%
10%
20%
30%
40%
50%
Sierra Summit Plaza Café Canyon Vista Food Court Ocean View Club Med Foodworx* CaféVentanas**
Have not eatenat any of these
2001 2002 2003 2004
DINING SERVICES - PAST 6-MONTHS USAGE
UCSD Student Satisfaction Survey: 2001 - 2002 - 2003 - 2004
* New restaurant for 2003** New restaurant for 2004
Percent Evaluating: 2004 = 90.7%2003 = 87.1%2002 = 82.2%2001 = 76.1%
Base: Those who have eaten at/used at least one of these restaurants
n = 2905 for 20041983 for 20031945 for 20021470 for 2001
2732/2004 deptrate.ppt • r1 3/19/2004 3
SUTTONASSOCIATES
3.33.4
3.23.3
3.23.33.2
3.3
2.9
2.7
3.4 3.4 3.43.4
3.63.7 3.7 3.7
3.63.7 3.73.7
3.43.5 3.53.5
3.13.2
3.13.2
3.53.63.63.6
3.4
3.63.5
3.6
3.4
3.63.5
3.6
1
2
3
4
5
Overall
Satisfaction
Quality of Food
& Beverages
Variety of
Choices*
Acceptable
Cost*
Speed of
Service
Cleanliness Courteous and
Friendly Staff
Accessibility of
Supervisors
Convenient
Hours
Well Organized
Serving Areas
Visually
Appealing
Enjoyable
Place
2001 2002 2003 2004
SATISFACTION WITH DINING SERVICES
UCSD Student Satisfaction Survey: 2001 - 2002 - 2003 - 2004
Satisfaction Mean Score
Top/Bottom 2-Box Ratio:‘04 3.4 2.8 0.8 0.4 3.4 9.4 7.0 5.1 1.6 6.7 4.8 5.5‘03 2.5 2.0 * * 3.8 12.0 10.6 5.8 1.3 8.8 4.4 4.7‘02 5.1 3.7 * * 3.6 10.3 6.8 5.0 1.5 7.5 7.3 7.2‘01 3.0 2.1 * * 3.3 7.9 6.3 3.5 1.4 5.3 3.3 4.2
Average Percent Evaluating: 2004 = 98.5%2003 = 98.8%2002 = 97.7% 2001 = 96.8%
n = 2556 for 20041727 for 20031599 for 20021118 for 2001
Service Attributes - Dining Services* Not asked prior to 2004
6.1% Extremely
32.2% Very
50.5% Somewhat
9.5% Not Very
1.7% Not At All
2004Overall
%
2732/2004 deptrate.ppt • r1 3/19/2004 4
SUTTONASSOCIATES
3.1
3.4
3.0
3.23.1
3.3
3.03.1
2.9
2.5
3.5
3.7
3.53.4
3.63.7
3.53.6
3.73.8
3.7
3.53.4
3.6
3.43.3
2.9 2.92.8
3.1
3.5
3.7
3.53.6
3.4
3.7
3.43.5
3.4
3.7
3.43.5
1.0
2.0
3.0
4.0
5.0
Overall
Satisfaction
Quality of Food
& Beverages
Variety of
Choices*
Acceptable
Cost*
Speed of
Service
Cleanliness Courteous and
Friendly Staff
Accessibility of
Supervisors
Convenient
Hours
Well Organized
Serving Areas
Visually
Appealing
Enjoyable
Place
2001 2002 2003 2004
SATISFACTION WITH DINING SERVICESPlaza Café
UCSD Student Satisfaction Survey: 2001 - 2002 - 2003 - 2004
Satisfaction Mean Score
Top/Bottom 2-Box Ratio:‘04 2.5 1.9 0.8 0.3 4.2 6.5 4.7 3.5 1.4 7.0 4.5 5.0‘03 1.0 0.9 * * 5.3 6.5 9.4 5.4 0.8 8.1 3.4 4.0‘02 4.9 3.6 * * 8.8 16.4 18.3 8.4 0.9 10.9 8.6 9.6‘01 1.7 1.5 * * 5.7 8.9 7.3 5.8 0.9 5.8 3.8 3.6
Average Percent Evaluating: 2004 = 98.5%2003 = 99.1%2002 = 98.1%2001 = 95.9%
Service Attributes - Dining Services/Plaza Cafe
n = 409 for 2004360 for 2003 286 for 2002 237 for 2001
3.3% Extremely
28.8% Very
55.1% Somewhat
10.5% Not Very
2.3% Not At All
2004Overall
%
* Not asked prior to 2004
2732/2004 deptrate.ppt • r1 3/19/2004 5
SUTTONASSOCIATES
3.23.33.3
3.4
3.2 3.23.23.3
3.1
2.7
3.13.0
3.33.3
3.6 3.63.7 3.7
3.8 3.8 3.83.8
3.33.4
3.53.6
3.0
2.7
2.9
3.1
3.53.4
3.53.6
3.43.5 3.53.5
3.43.53.5
3.6
1.0
2.0
3.0
4.0
5.0
Overall
Satisfaction
Quality of Food
& Beverages
Variety of
Choices*
Acceptable
Cost*
Speed of
Service
Cleanliness Courteous and
Friendly Staff
Accessibility of
Supervisors
Convenient
Hours
Well Organized
Serving Areas
Visually
Appealing
Enjoyable
Place
2001 2002 2003 2004
SATISFACTION WITH DINING SERVICESSierra Summit
UCSD Student Satisfaction Survey: 2001 - 2002 - 2003 - 2004
Satisfaction Mean Score
Top/Bottom 2-Box Ratio:‘04 4.3 3.1 1.1 0.4 2.9 9.8 10.6 6.4 1.2 6.2 5.2 7.3‘03 3.7 2.2 * * 3.5 15.8 15.4 6.3 0.8 7.9 5.1 7.7‘02 2.8 2.1 * * 1.2 6.5 7.4 4.6 0.6 3.2 5.9 4.8‘01 2.6 2.0 * * 1.7 7.8 11.2 3.5 1.1 5.0 3.3 5.0
Average Percent Evaluating: 2004 = 98.7%2003 = 98.9%2002 = 97.9%2001 = 96.8%
Service Attributes - Dining Services/Sierra Summit
n = 445 for 2004373 for 2003
295 for 2002 400 for 2001
6.2% Extremely
34.2% Very
50.1% Somewhat
7.6% Not Very
1.8% Not At All
2004Overall
%
* Not asked prior to 2004
2732/2004 deptrate.ppt • r1 3/19/2004 6
SUTTONASSOCIATES
3.53.4
3.23.3
3.4 3.43.2 3.2
2.82.7
3.7 3.73.63.6
3.93.8 3.8 3.8 3.8 3.8
3.73.73.6 3.6
3.53.6
3.2
3.02.9
3.0
3.7 3.73.73.7 3.73.73.63.6
3.7 3.73.6 3.6
1
2
3
4
5
Overall
Satisfaction
Quality of Food
& Beverages
Variety of
Choices*
Acceptable
Cost*
Speed of
Service
Cleanliness Courteous and
Friendly Staff
Accessibility of
Supervisors
Convenient
Hours
Well Organized
Serving Areas
Visually
Appealing
Enjoyable
Place
2001 2002 2003 2004
SATISFACTION WITH DINING SERVICESCanyon Vista
UCSD Student Satisfaction Survey: 2001 - 2002 - 2003 - 2004
Satisfaction Mean Score
Top/Bottom 2-Box Ratio:‘04 2.7 2.0 0.6 0.5 7.6 10.5 7.8 6.3 1.0 11.3 6.6 6.7‘03 2.3 2.0 * * 6.7 19.5 10.4 6.7 0.9 14.4 8.3 6.6‘02 6.6 5.2 * * 16.9 18.2 14.3 8.5 0.8 13.9 12.6 11.3‘01 10.4 4.3 * * 17.1 80.5 38.8 7.2 1.5 17.0 9.9 12.8
Service Attributes - Dining Services/Canyon Vista
7.6% Extremely
25.0% Very
55.5% Somewhat
10.1% Not Very
1.8% Not At All
2004Overall
%
n = 443 for 2004328 for 2003
432 for 2002 226 for 2001
Average Percent Evaluating: 2004 = 98.7%2003 = 99.1%2002 = 97.3%2001 = 97.7%
* Not asked prior to 2004
2732/2004 deptrate.ppt • r1 3/19/2004 7
SUTTONASSOCIATES
3.2
3.43.4 3.4 3.4 3.43.33.4
3.1
2.7
3.3 3.3 3.33.3
3.5
3.8 3.8 3.8
3.53.6
3.73.7
3.2
3.4
3.63.5
2.6
4.04.1
4.0
3.2
3.83.83.8
3.3
3.9 3.93.8
3.3
3.83.9
3.8
1
2
3
4
5
Overall
Satisfaction
Quality of Food
& Beverages
Variety of
Choices*
Acceptable
Cost*
Speed of
Service
Cleanliness Courteous and
Friendly Staff
Accessibility of
Supervisors
Convenient
Hours
Well Organized
Serving Areas
Visually
Appealing
Enjoyable
Place
2001 2002 2003 2004
SATISFACTION WITH DINING SERVICESOcean View
UCSD Student Satisfaction Survey: 2001 - 2002 - 2003 - 2004
Satisfaction Mean Score
Top/Bottom 2-Box Ratio:‘04 5.7 3.9 1.2 0.5 2.3 13.6 8.4 5.7 10.5 12.8 11.7 12.4‘03 4.5 3.4 * * 2.7 13.0 11.8 6.5 18.4 16.3 22.4 10.8‘02 5.5 4.3 * * 2.8 12.5 4.3 3.5 10.9 13.1 16.3 12.7‘01 4.0 7.5 * * 4.0 5.3 4.3 2.5 0.3 2.2 3.7 2.6
Service Attributes - Dining Services/Ocean View
6.1% Extremely
40.4% Very
45.4% Somewhat
7.3% Not Very
0.8% Not At All
2004Overall
%
n = 490 for 2004284 for 2003
324 for 2002 29 for 2001
Average Percent Evaluating: 2004 = 98.7%2003 = 98.8%2002 = 97.9%2001 = 97.2%
* Not asked prior to 2004
2732/2004 deptrate.ppt • r1 3/19/2004 8
SUTTONASSOCIATES
3.73.6
3.4
3.7 3.73.63.5 3.5
3.43.3
3.53.4
3.33.4
3.5 3.5
3.73.8
3.63.7
4.1
3.6
3.4
3.63.7
3.43.5
3.1
2.6
3.2
3.6 3.63.63.5 3.5
3.4 3.4
3.7
3.53.6
3.3
3.8
1
2
3
4
5
Overall
Satisfaction
Quality of Food
& Beverages
Variety of
Choices*
Acceptable
Cost*
Speed of
Service
Cleanliness Courteous and
Friendly Staff
Accessibility of
Supervisors
Convenient
Hours
Well Organized
Serving Areas
Visually
Appealing
Enjoyable
Place
2001 2002 2003 2004
SATISFACTION WITH DINING SERVICESClub Med
UCSD Student Satisfaction Survey: 2001 - 2002 - 2003 - 2004
Satisfaction Mean Score
Top/Bottom 2-Box Ratio:‘04 3.7 3.3 4.5 2.0 3.0 6.0 5.0 2.5 1.2 7.0 5.5 11.0‘03 2.5 4.3 * * 3.3 5.0 9.0 4.3 0.6 5.0 3.3 2.8‘02 7.3 6.5 * * 4.3 6.5 27.0 7.7 1.6 9.0 3.0 4.4‘01 10.0 5.0 * * 3.0 3.0 0.0 2.7 4.0 5.5 4.0 4.5
Service Attributes - Dining Services/Club Med
22.2% Extremely
38.9% Very
22.2% Somewhat
16.7% Not Very
0.0% Not At All
2004Overall
%
n = 19 for 200422 for 2003
46 for 2002 19 for 2001
Average Percent Evaluating: 2004 = 97.8%2003 = 93.9%2002 = 98.0%2001 = 99.5%
* Not asked prior to 2004
2732/2004 deptrate.ppt • r1 3/19/2004 9
SUTTONASSOCIATES
3.1
3.43.3
3.4
3.0
3.33.4 3.4
3.0
2.8
3.2 3.23.33.3 3.3
3.43.5
3.6
3.0
3.2
3.43.4
3.0
3.2 3.23.3
3.43.5
3.6 3.6
3.2
3.43.43.4
3.0
3.2 3.23.23.1
3.33.3 3.3
1
2
3
4
5
Overall
Satisfaction
Quality of Food
& Beverages
Variety of
Choices*
Acceptable
Cost*
Speed of
Service
Cleanliness Courteous and
Friendly Staff
Accessibility of
Supervisors
Convenient
Hours
Well Organized
Serving Areas
Visually
Appealing
Enjoyable
Place
2001 2002 2003 2004
SATISFACTION WITH DINING SERVICESPrice Center Food Court
UCSD Student Satisfaction Survey: 2001 - 2002 - 2003 - 2004
Satisfaction Mean Score
Top/Bottom 2-Box Ratio:‘04 3.5 4.3 0.9 0.5 2.8 6.8 4.2 3.6 6.8 3.3 2.1 2.8‘03 5.4 4.3 * * 2.5 10.3 3.4 2.2 4.7 5.0 1.9 2.9‘02 6.5 4.0 * * 1.8 4.5 2.0 2.2 4.3 3.8 1.9 2.7‘01 2.5 1.1 * * 2.3 2.9 1.3 1.2 3.7 2.5 1.1 1.4
Service Attributes - Dining Services/Food Court
9.7% Extremely
34.3% Very
43.3% Somewhat
12.7% Not Very
0.0% Not At All
2004Overall
%
n = 139 for 2004131 for 2003
216 for 2002 207 for 2001
Average Percent Evaluating: 2004 = 98.1%2003 = 96.9%2002 = 97.3%2001 = 96.7%
* Not asked prior to 2004
2732/2004 deptrate.ppt • r1 3/19/2004 10
SUTTONASSOCIATES
3.23.3
3.2
3.4
2.72.8
3.3 3.3
3.83.7
3.93.8
3.63.5
2.8
3.0
3.4 3.4
3.13.0
3.1 3.1
1
2
3
4
5
Overall
Satisfaction
Quality of Food
& Beverages
Variety of
Choices**
Acceptable
Cost**
Speed of
Service
Cleanliness Courteous and
Friendly Staff
Accessibility of
Supervisors
Convenient
Hours
Well Organized
Serving Areas
Visually
Appealing
Enjoyable
Place
2003 2004
SATISFACTION WITH DINING SERVICESFoodworx*
UCSD Student Satisfaction Survey: 2001 - 2002 - 2003 - 2004
Satisfaction Mean Score
Top/Bottom 2-Box Ratio:‘04 3.0 3.5 0.4 0.6 2.8 7.4 8.2 6.3 0.9 3.7 1.2 1.5‘03 2.1 1.9 ** ** 2.4 16.3 15.7 7.2 0.7 5.1 1.4 1.4
Service Attributes - Dining Services/Foodworx* New restaurant for 2003** Not asked prior to 2004
6.3% Extremely
31.0% Very
50.4% Somewhat
11.3% Not Very
1.1% Not At All
2004Overall
%
n = 288 for 2004229 for 2003
Average Percent Evaluating: 2004 = 98.6%2003 = 99.0%
2732/2004 deptrate.ppt • r1 3/19/2004 11
SUTTONASSOCIATES
3.33.2
2.8
2.5
3.4
3.9
3.7
3.5
2.8
3.6
3.93.8
1
2
3
4
5
Overall
Satisfaction
Quality of Food
& Beverages
Variety of
Choices
Acceptable
Cost
Speed of
Service
Cleanliness Courteous and
Friendly Staff
Accessibility of
Supervisors
Convenient
Hours
Well Organized
Serving Areas
Visually
Appealing
Enjoyable
Place
SATISFACTION WITH DINING SERVICESCafé Ventanas*
UCSD Student Satisfaction Survey: 2001 - 2002 - 2003 - 2004
Satisfaction Mean Score
Top/Bottom 2-Box Ratio:‘04 2.8 2.3 0.6 0.3 3.4 12.2 5.8 4.3 0.7 4.7 9.0 8.7
Service Attributes - Dining Services/Café Ventanas* New restaurant in 2004
4.9% Extremely
31.0% Very
51.0% Somewhat
9.8% Not Very
3.3% Not At All
2004Overall
%
n = 323 for 2004Average Percent Evaluating: 2004 = 97.4%
2004
2732/2004 deptrate.ppt • r1 3/19/2004 12
SUTTONASSOCIATES
4.0 4.03.9 3.8
3.3
2.9
3.6 3.7
3.1 3.0 3.0 3.1 3.0
3.3
1
2
3
4
5
Earl's Place (at Warren) El Mercado (at Muir) Snackropolis (at SIO) Earl's Online Experience*
2001 2002 2003 2004
DINING SERVICES - SNACK BAR AND CONVENIENCE STORES
UCSD Student Satisfaction Survey: 2001 - 2002 - 2003 - 2004
Satisfaction Mean Score
Top/Bottom 2-Box Ratio:‘04 9.7 6.8 1.9 3.1‘03 12.8 4.9 1.1 1.1‘02 14.7 1.0 1.3 *‘01 20.1 2.3 1.5 *
* New for 2003
n = 2905 for 20041983 for 20031945 for 20021470 for 2001
Extremely
Very
Somewhat
Not Very
Not At All
Average Percent Evaluating: 2004 = 52.4%2003 = 49.7%2002 = 49.8% 2001 = 64.2%
2732/2004 deptrate.ppt • r1 3/19/2004 13
SUTTONASSOCIATES
4.14.3
4.2
1
2
3
4
5
2002 2003 2004
2002 2003 2004
Satisfaction Mean Score
Top/Bottom 2-Box Ratio:‘04 19.7‘03 38.4‘02 16.2
* New question for 2002
n = 999 for 2004668 for 2003723 for 2002
Percent Evaluating: 2004 = 91.9%2003 = 95.1%2002 = 92.8%
DINING SERVICES - TRITONPLUS ACCOUNT*
UCSD Student Satisfaction Survey: 2001 - 2002 - 2003 - 2004
43.2% Extremely
38.5% Very
14.2% Somewhat
3.2% Not Very
1.0% Not At All
2004Overall
%
2732/2004 deptrate.ppt • r1 3/19/2004 14
SUTTONASSOCIATES
3.7 3.7 3.73.8 3.7 3.7 3.73.83.6 3.6 3.53.6 3.6 3.6
3.5 3.63.8 3.8 3.9 3.9
3.7 3.73.8 3.8 3.7 3.7 3.7 3.7 3.8 3.9 3.93.9
3.53.6
3.53.6
1
2
3
4
5
Overall Accomodations Activities Responsiveness Housekeeping Maintenance Clean CommonAreas
Courteous Staff Rules/Regulations
2001 2002 2003 2004
SATISFACTION WITH HOUSING SERVICESUCSD Student Satisfaction Survey: 2001 - 2002 - 2003 - 2004
Top/Bottom 2-Box Ratio:‘04 12.6 9.7 5.1 5.3 9.0 8.4 9.1 12.0 4.8‘03 13.2 8.3 5.2 5.3 11.1 8.6 8.2 16.0 4.6‘02 13.2 11.5 7.5 6.9 9.0 7.4 8.1 14.4 5.2‘01 11.6 8.8 5.0 5.7 8.3 8.4 7.1 12.5 4.5
Satisfaction Mean Score
n = 2905 for 20041983 for 20031945 for 20021470 for 2001
Average Percent Evaluating: 2004 = 84.6%2003 = 83.0%2002 = 79.1% 2001 = 75.4%
Service Attributes - Housing Services
17.0% Extremely
48.1% Very
29.8% Somewhat
3.2% Not Very
1.9% Not At All
2004Overall
%
