CUSTOMER SATISFACTION SURVEY AND COST ANALYSIS REPORT Business Enterprises of Texas

Transcription

1 CUSTOMER SATISFACTION SURVEY AND COST ANALYSIS REPORT 2017 Business Enterprises of Texas

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3 Table of Contents Introduction... 4 Actions Taken as a Result of the 2016 Customer Satisfaction Survey... 5 Summary of the 2017 Customer Satisfaction Survey Results Customer Satisfaction Survey Results Agencies Responding...38 Cost Analysis Report...40 Cost Analysis Survey

4 Introduction The Texas Workforce Commission (TWC) is pleased to submit this report in compliance with legislative requirements. The Business Enterprises of Texas (BET) Customer Satisfaction Survey and Cost Analysis Report is submitted pursuant to TWC Rider 41 as part of TWC performance reporting for the BET program for the biennium. Rider 41 reads as follows: The Texas Workforce Commission shall report by October 1 of each year of the biennium the following information to the Legislative Budget Board and to the Governor: a. The results of the survey and the Cost Analysis Report distributed to state host agencies on satisfaction of operational conditions such as pricing requirements, hours of operations, menu items, and product lines; and b. The total cost incurred by each state host agency for the operation of Business Enterprises of Texas cafeterias, snack bars, and convenience stores. Reported costs should include the value of the space used, maintenance costs, utility costs, janitorial costs, and the method of fnance for each cost.an outline of the methodology that was used to determine the fnal estimate should also be included in the report. The Customer Satisfaction Survey and Cost Analysis Report shall be prepared in a format specifed by the Legislative Budget Board and by the Governor. The Survey of Customer Satisfaction was distributed to all state agencies in which BET operates a food service cafeteria, snack bar or convenience store.a total of 1,837 individuals from 33 agencies responded to the survey.the number of responses represents a 30 percent decrease in respondents from last year, but, a 10 percent increase in agencies represented in the results. Since its inception seven years ago, and until last year, the survey has been conducted during the month of August. This year the survey was conducted during the month of June to allow more time for compiling and analyzing data prior to the submission deadline. It became apparent from the start of the new survey period that respondent numbers were signifcantly lower than past years.the survey was eventually extended through the month of July to provide the maximum opportunity for response. The survey process and how the survey and report are designed have been improved over the years. Improvements include: Color posters placed in BET facilities before and during the survey to announce the survey dates and provided a self-adhesive notepad that included the webpage address for the survey. Additional and repeated contacts in buildings hosting BET facilities to better promote the availability of the survey. Introduction of new questions to the survey as well as maintaining several of the same questions to enable trend analysis. Including prior year survey results in the report for questions that remain the same from year to year. 4

5 Actions Taken as a Result of the 2016 Customer Satisfaction Survey BET distributed survey results to licensed managers who operate facilities. BET discussed customer feedback and managers were asked to make improvements where possible. Managers were made aware of compliments and best practices identifed by customers. Complaints and compliments were reviewed with the managers so that areas for improvement or commendation could be recognized. The results of the survey were used as an educational topic during a general session at the 2016 annual BET Training Conference. The program continued the successful healthful-options program titled Better Eating Today, which offers snack and menu items that have: less than 35 percent fat; less than 10 percent of calories from saturated fat; less than 35 percent of total product-weight from sugar; and less than 350 mg of sodium. Program staff and managers continue to communicate with members of the Worksite Wellness Program within the Texas Department of State Health Services to raise awareness about healthful food options and their availability in both food service and vending facilities. In addition to providing point-of-sale signage displaying healthful options in food service and vending machines, BET has worked with guest suppliers and chefs to offer health-oriented food demonstrations to educate managers about locally available recipes and healthful products. These efforts have resulted in slight gains in customer satisfaction in this challenging area of food service. 5

6 Summary of the 2017 Customer Satisfaction Survey Results BET survey respondents reported that they saw improvement in BET operations in the areas of service, prices, value, hours and a slight improvement in healthy offerings. Survey responses showed that there are still areas for improvement, including the expansion of healthy offerings and hot food offerings. BET is proactive in addressing challenges and opportunities to improve, as well as celebrating successes. BET offers training to staff and licensed managers in areas that need improvement. The 2017 survey also included several questions that were designed to assist in clarifying preferences based on customer comments received in prior surveys.these new questions delivered new data that can be used for creative improvements in the future. For instance, BET staff learned or confrmed the following from the new questions: Respondents listed healthy offerings such soups, salad, sandwiches and chicken as their most frequently desired menu options. However, most customers responded that they normally purchase a burger and fries or meat and vegetables in BET facilities. 82 percent of customers responded that they valued convenience above all when deciding to shop in BET facilities. Customers reported that 60 percent of the time they purchased both breakfast and lunch in BET facilities once per week.that percentage dropped to about 30 percent when purchasing both breakfast and lunch two to three times a week. Customers responded that the biggest competitor of the BET facility is the customers themselves.this is due most often to customers choosing to bring food from home 6

7 2017 Customer Satisfaction Survey Results The following tables and graphs refect the 2,617 responses to the topics addressed in the survey. The following tables and graphs refect the 1,837 responses to the topics addressed in the survey. For questions remaining consistent from 2016 to 2017, the graphs also refect 2016 survey results. Count Strongly Agree 23.14% 424 Agree 53.06% 972 Disagree 14.90% 273 Strongly Disagree 6.88% 126 Not Applicable 2.02% 37 Answered question 1832 Skipped question 5 Pricing and Products 0% 10% 20% 30% 40% 50% 60% Strongly Agree Agree Disagree Stongly Disagree Not Applicable

8 The value of products offered is comparable to other food service and/or vending operations in the area. Count Strongly Agree 17.39% 318 Agree 52.05% 952 Disagree 19.52% 357 Strongly Disagree 8.80% 161 Not Applicable 2.24% 41 Answered question 1829 Skipped question 8 0% 10% 20% 30% 40% 50% 60% Strongly Agree Agree Disagree Stongly Disagree Not Applicable

9 The product selection at the facility is displayed prominently with prices shown. Count Strongly Agree 16.22% 297 Agree 51.17% 937 Disagree 22.94% 420 Strongly Disagree 7.81% 143 Not Applicable 1.86% 34 Answered question 1831 Skipped question 6 0% 10% 20% 30% 40% 50% 60% Strongly Agree Agree Disagree Stongly Disagree Not Applicable 9

10 Hours of Operation The hours this food service facility is open are appropriate considering the work schedule of building occupants. Count Strongly Agree 28.99% 530 Agree 56.18% 1027 Disagree 9.90% 181 Strongly Disagree 3.56% 65 Not Applicable 1.37% 25 Answered question 1828 Skipped question 9 0% 10% 20% 30% 40% 50% 60% Strongly Agree Agree Disagree Stongly Disagree Not Applicable

11 Menu Items You are creating your own food service menu, select the items you would include (Please select your top three items). Count Soup 24.15% 417 Sandwiches/Wraps 44.47% 768 Salads 46.73% 807 Fruit 18.93% 327 Fries 5.15% 89 Hamburgers 19.46% 336 Hot dogs 1.62% 28 Pizza 10.36% 179 Pasta 8.63% 149 Chicken 24.67% 426 Beef 7.64% 132 Fish 8.69% 150 Vegetarian options 13.84% 239 Healthy options 46.84% 809 Other (please specify) 9.32% 161 Answered question 1727 Skipped question

12 Soup Sandwiches/Wraps Salads Fruit Fries Hamburgers Hot dogs Pizza Pasta Chicken Beef Fish Vegetarian options Healthy options Other (please specify) 0% 10% 20% 30% 40% 50% 12

13 There is a wide variety of hot food offered. Count Strongly Agree 16.77% 288 Agree 51.95% 892 Disagree 22.31% 383 Strongly Disagree 6.64% 114 Not Applicable 2.33% 40 Answered question 1717 Skipped question 120 0% 10% 20% 30% 40% 50% 60% Strongly Agree Agree Disagree Stongly Disagree Not Applicable

14 There is a wide variety of snacks offered. Count Strongly Agree 23.78% 408 Agree 60.02% 1030 Disagree 11.83% 203 Strongly Disagree 3.32% 57 Not Applicable 1.05% 18 Answered question 1716 Skipped question 121 0% 10% 20% 30% 40% 50% 60% 70% 80% Strongly Agree Agree Disagree Stongly Disagree Not Applicable

15 There is a wide variety of bottled beverages offered. Count Strongly Agree 27.65% 474 Agree 62.08% 1064 Disagree 5.60% 96 Strongly Disagree 2.33% 40 Not Applicable 2.33% 40 Answered question 1714 Skipped question 123 0% 10% 20% 30% 40% 50% 60% 70% 80% Strongly Agree Agree Disagree Stongly Disagree Not Applicable

16 During a regular workweek you normally purchase breakfast: Count Once a week 59.99% to 3 times a week 28.17% 416 Every day 11.85% 175 Answered question 1477 Skipped question 360 0% 10% 20% 30% 40% 50% 60% Once a week 2 to 3 times a week Every day 16

17 During a regular workweek you normally purchase lunch: Count Once a week 56.49% to 3 times a week 35.65% 544 Every day 7.86% 120 Answered question 1526 Skipped question 311 0% 10% 20% 30% 40% 50% 60% Once a week 2 to 3 times a week Every day 17

18 During a regular workweek you normally spend for breakfast daily: Count $5 or less 87.78% 1358 $6 to $ % 170 More than $ % 19 Answered question 1547 Skipped question 290 0% 20% 40% 60% 80% 100% $5 or less $6 to $10 More than $10 18

19 During a regular workweek you normally spend for lunch daily: Count $5 or less 30.71% 491 $6 to $ % 1023 More than $ % 85 Answered question 1599 Skipped question 238 0% 10% 20% 30% 40% 50% 60% 70% 80% $5 or less $6 to $10 More than $10 19

20 Please check the options below that infuence your choice to eat at your food service facility. Count Convenience 81.72% 1390 Selection 31.63% 538 Location 43.03% 732 Friendliness 29.63% 504 Service 25.28% 430 Price 38.62% 657 Variety 18.64% 317 Answered question 1701 Skipped question 136 0% 20% 40% 60% 80% 100% Convenience Selection Location Friendliness Service Price Variety 20

21 A typical lunch with your colleagues in your food service facility would consist of: Count Salad with the possibility of soup 18.04% 297 Burger and fries or chips 13.37% 220 A meal with meat and vegetables 43.68% 719 A sandwich or wrap 24.91% 410 Answered question 1646 Skipped question 191 Salad with the possibility of soup Burger and fries or chips A meal with meat and vegetables A Sandwich or wrap 0% 10% 20% 30% 40% 50% 21

22 The option you choose when not eating breakfast at your food service facility is: Count Eat at home 23.00% 390 Bring food from home 56.43% 957 Vending 0.77% 13 Outside food establishment 19.81% 336 Answered question 1696 Skipped question 141 Eat at home 0% 10% 20% 30% 40% 50% 60% Bring food from home Vending Outside food establishment 22

23 The option you choose when not eating lunch at your food service facility is: Count Eat at home 2.80% 48 Bring food from home 63.44% 1088 Vending 0.17% 3 Outside food establishment 33.59% 576 Answered question 1715 Skipped question 122 Eat at home 0% 10% 20% 30% 40% 50% 60% 70% 80% Bring food from home Vending Outside food establishment 23

24 Healthy Options Rate how important it is to you to eat healthy daily: Count Very important 63.59% 1088 Somewhat important 33.43% 572 Not that important 2.51% 43 Not at all important 0.47% 8 Answered question 1711 Skipped question 126 Very important Somewhat important Not that important Not at all important 0% 10% 20% 30% 40% 50% 60% 70% 80% 24

25 Healthy choices are readily available at your food service facility. Count Strongly Agree 8.62% 147 Agree 44.61% 761 Disagree 30.42% 519 Strongly Disagree 14.01% 239 Not Applicable 2.34% 40 Answered question 1706 Skipped question 131 0% 10% 20% 30% 40% 50% Strongly Agree Agree Disagree Strongly Disagree Not Applicable

26 The healthy choices offered are reasonably priced. Count Strongly Agree 10.25% 147 Agree 47.88% 761 Disagree 21.50% 519 Strongly Disagree 9.60% 239 Not Applicable 10.78% 40 Answered question 1698 Skipped question 139 0% 10% 20% 30% 40% 50% Strongly agree Agree Disagree Strongly disagree Not Applicable 26

27 In your opinion eating healthy means: Count Low Calorie Foods 9.21% 157 Low Carbs 9.38% 160 Low Fat 4.99% 85 Low Sodium 2.40% 41 Low Sugar 3.46% 59 Eating Fresh 21.17% 361 Well-Balanced 38.77% 661 Organic Foods 2.87% 49 Natural Foods 6.74% 115 Whole Grains 1.00% 17 Answered question 1705 Skipped question 132 Low Calorie Foods Low Carbs Low Fat Low Sodium Low Sugar Eating Fresh Well-Balanced Organic Foods Natural Foods Whole Grains 0% 5% 10% 15% 20% 25% 30% 35% 40% 27

28 Overall Satisfaction Please rate the quality of food offered in your food service facility (1 star is lowest, 5 stars is highest). Count 1 Star 12.02% Stars 16.16% Stars 30.55% Stars 27.35% Stars 13.91% 235 Answered question 1689 Skipped question 148 Stars

29 Please rate the quality of service offered in your food service facility (1 star is lowest, 5 stars is highest). Count 1 Star 8.13% Stars 10.39% Stars 18.22% Stars 26.41% Stars 36.85% 6221 Answered question 1685 Skipped question 152 Stars

30 Please rate the variety of food options offered in your food service facility (1 star is lowest, 5 stars is highest). Count 1 Star 12.71% Stars 21.02% Stars 28.03% Stars 26.19% Stars 12.05% 203 Answered question 1684 Skipped question 153 Stars

31 Vending Please tell us which fve products listed below would you be most likely to purchase: Count Fruit cups 29.43% 495 Chocolate milk 8.15% 137 Protein Drinks 16.17% 272 Veggies and dip 30.86% 519 Granola bars 34.96% 588 String cheese or other cheese 31.57% 531 Power or protein bars 22.06% 371 Tomato juice or V % % fruit juice 16.83% 283 Organic fruit juice 6.00% 101 Trail mix 41.08% 691 Healthy brownie 8.38% 141 Peanuts or other nuts 48.87% 822 Whole grain crackers 18.49% 311 Baked chips 34.07% 573 Yogurt 26.87% 452 Pudding 6.90% 116 Bottled water 36.50% 614 Answered question 1682 Skipped question

32 Fruit cups Chocolate milk Protein Drinks Veggies and dip Granola bars String cheese or other cheese Power or protein bars Tomato juice or V8 100% fruit juice Organic fruit juice Trail mix Healthy brownie Peanuts or other nuts Whole grain crackers Baked chips Yogurt Pudding Bottled water 0% 10% 20% 30% 40% 50% 32

33 During a regular workweek you make purchases from the vending machines in your building: Count One day 76.23% 991 Two days 12.15% 158 Three days 7.31% 95 Four days 1.31% 17 Five days 3.00% 39 Answered question 1300 Skipped question 537 0% 10% 20% 30% 40% 50% 60% 70% 80% One day Two days Three days Four days Five days 33

34 The amount of purchases you make during a workweek from vending machines in your building usually total: Count $ % 649 $1 to $ % 855 $5 to $7 5.46% 88 $8 or More 1.25% 20 Answered question 1612 Skipped question 225 $0 0% 10% 20% 30% 40% 50% 60% $1 to $4 $5 to $7 $8 or More 34

35 You would like the availability of the following in vending machines: Count More candy 1.00% 16 More non-candy snacks 6.27% 100 More healthy foods 44.80% 715 More variety 16.29% 260 It s fne 31.64% 505 Answered question 1596 Skipped question 241 0% 10% 20% 30% 40% 50% More candy More non-candy snacks More healthy foods More variety It's ÿne 35

36 You rate the level of vending machines consistently working properly as: Count Excellent 25.61% 391 Average 57.24% 874 Needs Improvment 17.16% 262 Answered question 1527 Skipped question 310 0% 10% 20% 30% 40% 50% 60% Excellent Average Needs Improvement 36

37 Vending machines are consistently stocked with a full selection of product: Count Excellent 22.16% 339 Average 54.18% 829 Needs Improvment 23.66% 362 Answered question 1530 Skipped question 307 0% 10% 20% 30% 40% 50% 60% Excellent Average Needs Improvement 37

38 Agencies Responding Please tell us which agency you work for: Answer Options Count Board of Dental Examiners 1.03% 17 Board of Examiners of Psychologists 0.18% 3 Board of Nursing 2.85% 47 Camp Mabry State Armory Command 0.73% 12 Child Protective Services 0.36% 6 Chiropractic Examiners 0.06% 1 Commission on Environmental Quality 0.54% 9 Commission on Fire Protection 0.30% 5 Comptroller of Public Accounts 2.66% 44 Department of Aging and Disability Services 4.42% 73 Department of Agriculture 0.48% 8 Department of Assistive and Rehabilitative Services 0.42% 7 Department of Family and Protective Services 2.06% 34 Department of Insurance 0.24% 4 Department of Public Safety 6.30% 104 Department of Rehabilitative Services 0.06% 1 Department of State Health Services 10.29% 170 Disability Determination Services 2.91% 48 Division for Blind Services 0.12% 2 Emergency Communications 0.30% 5 Employee Retirement System 0.06% 1 General Land Offce 0.36% 6 Health and Human Services Commission 17.68% 292 Historical Commission 0.06% 1 Housing and Community Affairs 0.24% 4 Legislative Budget Board 0.00% 0 Legislative Council 0.00% 0 Library and Archives 0.00% 0 Offce of Attorney General 0.48% 8 Offce of Attorney General, Child Support 0.06% 1 Physical/Occupational Therapy Board 0.42% 7 Public Utility Commission 2.91% 48 Rail Road Commission 6.84% 113 Secretary of State 2.06% 34 State Board of Public Accountancy 0.61% 10 State offce of Administrative Hearings 0.91% 15 Sunset Advisory Commission 0.00% 0 Texas Education Agency 6.78% 112 Texas Facilities Commission 0.12% 2 Texas Lottery Commission 0.00% 0 Texas Parks and Wild Life 0.06% 1 Texas Workforce Commission 0.54% 9 TxDOT, Camp Hubbard,Austin 2.18% 36 TxDOT, Riverside, Austin 9.75%

39 Veterans Commission 0.00% 0 Veterans Land Board 0.18% 3 Workers Compensation 0.12% 2 Other (please specify) 11.26% 186 Answered question 1652 Skipped question 185 Please tell us which food service location you visit most: Answer Options Count Attorney General's Offce Child Support 0.00% 0 Attorney General's Offce Clements Building 4.45% 71 Brown-Heatly Building 10.91% 174 Camp Mabry State Armory Command Cafeteria 1.38% 22 Department of Public Safety 6.33% 101 Department of State Health Services 7.77% 124 Disability Determination Services 4.26% 68 Elias Ramirez State Offce Building 11.85% 189 Hobby Building 10.22% 163 James Rudder Building 2.57% 41 John Winters Building 3.20% 51 Park 35 Complex TCEQ 0.44% 7 Stephen F.Austin Building 5.96% 95 William B.Travis Building 17.37% 277 TxDOT Riverside 10.53% 168 TxDOT Camp Hubbard 2.76% 44 TxDOT N.W. Loop San Antonio 0.00% 0 Answered question 1595 Skipped question

40 Cost Analysis Report An inquiry was submitted to all 17 state host agencies in which BET operates a cafeteria, snack bar and/or convenience store.all host agencies responded.there was inconsistency in methods used by respondents.the host agencies surveyed and a summary of the costs reported or known are listed in the following table. FY 16 TWC Food Service Location and Type Brown-Heatly Bldg. Café Clements Bldg. Café Department of Public Safety Department of State Health Services Café Elias Ramirez State Offce Bldg. Café Hobby Bldg. Café James Rudder Bldg. Snack Bar John Winters Bldg. Café and Convenience Store Texas Commission of Environmental Quality Park 35 Café Stephen F. Austin Bldg. Café William B. Travis Bldg. Café San Antonio State Hospital Café Texas Department of Transportation Café Address 4900 N. Lamar Blvd., Austin, TX 300 W 15th St.,Austin, TX 5805 N. Lamar Blvd., Austin, TX 1100 West 49th St., Austin, TX 5425 Polk St., Houston, TX 333 Guadalupe St.,Austin, TX 1019 Brazos St.,Austin, TX 701 W. 51st St.,Austin, TX N. IH 35,Austin, TX 1700 N. Congress Ave., Austin, TX 1701 N. Congress Ave., Austin, TX 6711 S. New Braunfels Ave., TX 4615 NW Loop 410, San Antonio, TX Annual Value of Space Used 2016* Estimated Maintenance Costs Estimated Utility Costs Estimated Janitorial Costs 4,061 $66, $8, $9, $4, ,238 $52, $4, $6, $1, ,202 $84,636,54 Lease includes maintenance Lease includes utilities N/A 2,691 $43, $3, $6, $ ,992 $64, $18, $4, $3, ,266 $36, $2, $5, $ ,092 $17, $1, $1, $ ,645 $108, $11, $19, $6, ,522 $57, $10, $5, $2, ,879 $63, $4, $9, $2, ,934 $64, $4, $4, $2, ,210 sq. ft. $52, $8, $ $6, ,225 sq. ft. $19, $44, $69, $15, Method of Finance State General Revenue and Federal Funding State General Revenue and Federal Funding State General Revenue and Federal Funding State General Revenue and Federal Funding State General Revenue State General Revenue and Federal Funding State General Revenue and Federal Funding State General Revenue and Federal Funding State General Revenue and Federal Funding State General Revenue and Federal Funding State General Revenue and Federal Funding State General Revenue Highway 5 Funding 40

41 FY 16 TWC Food Service Annual Value Estimated Estimated Location of Space Maintenance Estimated Janitorial Method of and Type Address Used 2016* Costs Utility Costs Costs Finance Department of Transportation Café 200 Riverside Dr.Austin, TX 4,354 sq. ft. $70, , $8, $8, Highway Transportation Fund 6 Texas Department of Transportation Camp Hubbard 3500 Jackson Ave., Austin, TX ,709 sq. ft. $92, $16, $3, $5, Highway Transportation Fund 6 Disability Determination Services 6101 E. Oltorf St.Austin TX 3,850 sq. ft. $62, Included in lease $5, $4, SSA, 100% federal funds Attorney General Child Support Division 5500 E. Oltorf St.Austin, TX 2,800 sq. ft. $45, Included in lease $4, N/A Title IV-D funding Totals N/A $1,003, $152, $170, $65, N/A *Annual value of space used can include utility, maintenance, and janitorial costs.to establish consistency in reporting, the estimated value of space was based on average square footage lease costs of $16.27 per square foot for space leased by state agencies, as reported by the Texas Facilities Commission Master Facilities Plan Report

42 Cost Analysis Survey 2016 State Property Locations Surveyed Sent To: San Antonio Supported Living Center and Hospital Texas Dept. of Transportation San Antonio Texas Dept. of Transportation Austin Texas Dept. of Transportation Camp Hubbard Disability Determination Services Austin Department of Public Safety Austin Offce of the Attorney General-Child Support Austin Elias Ramirez State Offce Building Houston Department of State Health Services Austin Winters Building Café and Convenience Store Austin Commission on Environmental Quality Austin Travis Building Austin Hobby Building Austin Clements Building Austin Brown-Heatly Building Austin Rudder Building Austin Stephen F.Austin Building Austin Responded yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes 42

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44 TEXAS WORKFORCE COMMISSION 101 East 15th Street Austin, Texas Equal Opportunity Employer/Program Auxiliary aids and services are available upon request to individuals with disabilities. Relay Texas: (TTY) and 711 (Voice) Copies of this publication (09/2017) have been distributed in compliance with the State Depository Law and are available for public use through the Texas State Publication Depository Program at the Texas State Library and other state depository libraries (0917)