Best practice customer feedback: Studentenwerk Dresden
The catering facilities at the Studentenwerk Dresden (students’ association) are used on a daily basis. Top service and customer satisfaction for students and university staff are of utmost importance for the Studentenwerk Dresden. Alongside the quality management system which is already in place, the Studentenwerk is keen to set up a sustainable and efficient measurement of service quality and customer satisfaction.
Company: Studentenwerk Dresden
Project: Feedbackstr survey tool, QR-code displays and flyers, posters
Goal: to measure service quality and customer satisfaction in multiple catering facilities
Results – customer feedback:
- 300 feedbacks from 2 facilities submitted over 5 months
- Based on results available, the range of products could be adjusted and weaknesses recognised
- Corporate image could be improved to portray an innovative and customer-oriented business to the target group
Customer Feedback with Feedbackstr
Spectos GmbH, together with the Studentenwerk Dresden, has developed various Feedbackstr questionnaires to implement a long-term measurement of service quality and customer satisfaction in several catering facilities.
Up until now, different varieties of easily visible advertising materials have been used in these facilities: posters, menu holders or flyers displaying a QR-code and/or shortlink. The results are analysed daily by the Studentenwerk, in order to respond quickly to trends and customer requests.