Foodservice Marketing and Customer Service Flashcards

What is the main purpose of a resident food committee in a long-term care facility?

Answer: To collect resident input on menus and dining services

A resident food committee or council gives residents a formal way to share preferences and concerns about menus, food quality and the dining experience. It supports resident rights and customer satisfaction.

A dietary manager wants to know how well residents accept a new entrée. Which method gives the most objective data?

Answer: A plate waste study

A plate waste study measures how much of each item is left uneaten. That gives objective data on acceptance, whereas staff opinions are subjective.

What are the classic "4 Ps" of marketing?

Answer: Product, price, place, promotion

The marketing mix is product, price, place and promotion. A CDM applies them when, for example, marketing a café, catering service or new menu items.

A resident complains that the soup was cold. What is the best FIRST response from the dietary manager?

Answer: Listen, apologize and offer a hot replacement right away

Good service recovery means listening, apologizing and fixing the problem right away. The manager can then look into the root cause, such as tray-line holding temperatures, and follow up. Making excuses or passing the complaint on hurts satisfaction.

Which is the most effective way to promote a new menu item to residents before it goes on the cycle menu?

Answer: Hold a taste-testing or sampling event

Tasting events let customers try the item, build interest and give feedback before it is added to the menu. This lowers the risk of poor acceptance and waste.

Which tool is MOST commonly used to measure overall customer satisfaction with foodservice over time?

Answer: Periodic customer satisfaction surveys

Satisfaction surveys repeated over time capture customers' views on food quality, temperature, service and dining atmosphere. Trends in the results show where improvement is needed.