Results of the satisfaction survey

30.7% or 5'306 questionnaires completed in full

Commissioned by the Commission de l’alimentation with the support of the Direction de l'UNIL, FORS conducted the survey to assess the catering offer and needs on the Dorigny campus. The aim is to establish regular monitoring of the situation, with a survey design that allows comparisons over time. The survey took place in autumn 2018, as well as in spring 2016 and autumn 2013.

The questionnaire, comprising 79 questions, uses a large proportion of the indicators used in 2013 and 2016, in order to ensure the best possible comparability. It was sent by e-mail to members of the university community who are likely to use the campus cafés and restaurants. With the main survey and 2 reminders, 5306 questionnaires were completed in the space of 3 weeks, which represents a good response rate (30.7%) and a reliable basis for such an evaluation. This response rate is slightly lower than those obtained in the last two editions of the survey (32.4% in 2016 and 39.0% in 2013).

Aspect and taste of tête products

The level of satisfaction of people using caférias, measured on a scale ranging from 0 (« not at all satisfied ») to 10 (completely satisfied), is generally quite good, with an average of 1.5 (not at all satisfied);passing the neutral point (5) for most of the criteria considered and a proportion of people satisfied (6 à 10 on the’éscale) aboveà 50% for most, and close to or even passing 60-70% for some dimensions.

Such as the appearance of the products (7.2), their taste (7.1), the quantity on the plates or portions (6.9), the dietary balance and diversity of the offer (6.6), seasonality (6.6) and diversity of supply (6.6) are most often rated positively. One notch below this are the renewal or rotation of the offer (6.2), the offer of food specialities (6.5) and the price of meals and products (6.4).

The most positive ratings are for the diversity of the offer (6.6) and the diversity of the offer (6.6).

Some aspects are more controversial; information on the provenance and specific content of products is generally less appreciated (6.0 average, 29% dissatisfied), albeit with smaller numbers, a sign that some of the respondents felt less concerned.

The results are generally good for the friendliness and availability of staff (7.9), the cleanliness of the premises (7.5), the waiting time for trays to be returned (7.0), and at the checkouts (6.8). The situation is ratedéless positively for’waiting time at stands or dishes (6.1), quieté of the premises (5.1 and 38% dissatisfied) and seats available (5.1, 40% dissatisfied).

Diversity of supply and lack of places

Among the strengths cited spontaneously, 28% cite the diversity or variety of the offer, 15% are satisfied with the price of the meals and products, and 11% praise the friendliness and availability of the staff.

Weak points include price (15%), lack of space (11%) and variety (10%).

Compared with other school, university or company cafeterias that they have visited in the past or currently, the comparative assessment is rather flattering: 65% of respondents felt that the situation was better on the Dorigny campus than elsewhere, compared with only 19% who felt that it was worse.

Meals bought in cafés

Meals bought in cafétérias, restaurants and shops at UNIL and consumed on the spot constitute overall the most frequent case: 3 times and more per week for 34% of the répondant·e·s. At the other extreme, 29% do so less than once a&week or never.

34% of those who·e·s buyètent their meal at least once a weekà the cafétéria or in UNIL businesses and consume it in another venue.
44% of them bring their own picnic and eat it at the cafétéria at least once a week.
- 40% bring their own picnic and eat it at the cafétéria at least once a week.
- 40% bring their own picnic and eat it at the cafétéria at least once a week. 40% bring their picnic and eat it elsewhere at UNIL on the same frequency. 38% have their meals elsewhere at least once a week.

18% of people eat lunch between 4 and 5 times a week in one of the caférias. We are therefore dealing with on-campus catering facilities, which are a dominant player (only 10% go there less than once a week, either to eat or to buy their meal);eat or buy their meal), but which are not always the place where meals are bought, nor where they are consumed, and are largely supplemented by picnics on campus and other meals eaten outside UNIL.

Routinely used microwave points

Microwave points are proving to be very useful, 62% of people bringing their picnic say they use them régulièrement (50% three times a week or more for their regular users).

Meals outside the caféria are taken in different configurations. The premises of the institute, group or department come first for meals purchased at the cafeteria and consumed elsewhere (30%), but also for picnics (29%). Offices are also widely used, both in the first case (19%) and for picnics (13%), as are corridors and halls (17% and 20% respectively) and classrooms (15% and 14%). When it comes to off-campus meals, the students' homes come out on top (63%), followed by the EPFL (15%) and another location (10%).

Picnics on the increase

Drinking habits (location and origin of meals) remain fairly stable. However, there has been a slight increase in the proportion of people who bring their picnic and eat it in one of UNIL's cafétérias (45% at least once a week in 2018, compared with 41% in 2016 and 35% in 2013) or elsewhere on campus (40% in 2018, compared with 35% in 2016 and 29% in 2013). The same is true for people who bring their picnic three times a week or more, whether in one of UNIL's caf&equo;térias (18% in 2018, compared with 17% in 2016 and 12% in 2013) or in another location (14% in 2018, compared with 12% in 2016 and 9% in 2013).

Think more for an organic meal

The average budget spent each day on campus by the students is 2.70 Frs for drinks, 8.50 Frs for meals and 2.00 Frs for other products. The standard card is quite high, with minimums and maximums that can vary greatly depending on the status of the people concerned.

The question of whether the répondant·e·s would be willingé·e·s à to pay more for a particular type of service, the’The survey revealed that around 40-50% of respondents would be prepared to pay at least 2.00 Frs more for a more ecological meal, such as ingredients from organic farming, Swiss meat, fish from Europe, seasonal vegetables or the absence of manufactured or processed products. On the other hand, 20-30% of customers are not prepared to pay a penny more.

Plate contents

With regard to dietary specialities, there has been a decrease in the proportion of members of the UNIL community eating everything without restriction (53% in 2018, compared with 57% in 2016 and 69% in 2013). None of the food categories experienced a spectacular jump, which is to be expected in such a short space of time. The proportion of people who occasionally eat meat and fish increased by 8 points between 2018 and 2013 (19% compared to 15% and 11% respectively). The proportion of people observing some sort of dietary regime rises sharply, from 31% and 43% à 47% of the UNIL community, showing a generally greater attention paid to the choice of products selected in the diet.

Satisfaction with the increase

A comparison of the results of the 2018 survey with those of 2016 and 2013 reveals a high degree of stability, but also some underlying trends.

First of all, there was a general increase in satisfaction with the services provided by cafétérias between the surveys.The extent of this increase varied, with a very clear increase (6.0 in 2018, compared with 5.1 in 2016 and 3.7 in 2013) in satisfaction with information on the content of meals/products, but also with the offer of food specialities (6.5, compared with 6.0 and 5.1), information on where products come from (6.0, compared with 5.4 and 4.7), the taste of products (7.1, compared with 6.7 and 6.0) and the renewal/rotation of the offer (6.2, compared with 5.8 and 5.3). The other aspects are more stable, with a slight increase overall. The exception is prices, where satisfaction has risen slightly (6.4, compared with 5.8 and 6.0). However, care must be taken when assessing these variations.

An improvement was noted in the least satisfactory aspects in 2013 and 2016, with the level of satisfaction remaining stable between 2016 and 2018. Only satisfaction with the friendliness and availability of staff improved between 2016 (7.5) and 2018 (7.9).

The aim is not to establish a hit parade of satisfaction by stigmatising one establishment or another. The managers of the eating establishments cited in the survey were asked to compare their individual results with the overall average. Any problem areas are discussed between the UNIL management and the cafeteria managers in order to find appropriate solutions.

In March 2016, a satisfaction survey was conducted by FORS, the Swiss Centre of Competence in the Social Sciences. This is the 2nd survey of its kind, which means that the situation can be monitored regularly, thanks to a survey design that allows comparisons over time. The results for 2016 are rather flattering for the University's catering offer.
The results for 2016 are rather flattering for the University's catering offer.

With a response rate of 32%, the results of this survey are a very useful tool for assessing, comparing and improving the adequacy of the catering offer and needs on the Dorigny campus;This will enable us to better meet the expectations of the UNIL community. As was the case three years ago, the aim of the survey is to monitor a whole range of parameters, but not to draw up a hit parade of catering outlets, which is why the report does not provide results by establishment.

A comparison of the results of the March 2016 survey with those of November 2013 reveals a great deal of stability, but also some upward trends. 63% of those questioned believe that the range of catering is better at UNIL than elsewhere.
Over and above the satisfaction expressed by the majority of those surveyed, the appearance and taste of the products, the quantity of food served on the plates and the quality of the service are the most important factors; of food served on the plates, the dietary balance and the diversity of the offer are rated rather better than in 2013.

There has been an improvement, particularly in aspects that were the least satisfactory in 2013, notably information on the specific content of menus (allergies, meat products, etc.), the range of special dietary requirements (e.g. meat products) and the availability of specialised services (e.g. meals);nes, meat products), special dietary needs (vegetarian, gluten-free, etc.) and information on the origin of products. The other parameters are stable. Finally, there has been a slight increase in the proportion of people who bring their picnic and eat it on site. As was the case in 2013, the weak points noted were essentially the lack of places and available space.

The diversity or variety of the offer and the friendliness and availability of the staff were among the strong points spontaneously mentioned by respondents in the open-ended questions about the coffee shop;They were also among the strong points spontaneously mentioned by respondents in open-ended questions about the cafe they usually frequent.

One of the new questions in this year's survey was about the criteria for choosing a meal. Of the 9 criteria proposed, taste came top, followed ex-aequo by food balance and price.

The proportion of people eating everything without restriction is falling (57% in 2016, compared to 69% in 2013).
The proportion of flax-eaters (people who occasionally eat meat and fish) is increasing, as is the proportion of people who opt for a low-fat diet and those who do not eat lactose.

The results of the first survey carried out by FORS to assess the catering offer and needs on the Dorigny campus show that cafe users are mostly satisfied.

The survey also provides a clearer picture of the very diverse lunchtime habits of members of the UNIL community and where improvements could be made to meet their expectations.

With a particularly high response rate of 39%, this survey conducted by FORS, the Swiss Centre of Competence in the Social Sciences, is a very useful new tool for assessing and improving the way in which the offer meets the expectations of the UNIL community.

Over and above the satisfaction expressed by the majority of those surveyed, the taste of the meals and products, their appearance, the quantity of food served on the plates, the diversity of the offer and the dietary balance are all rated highly.

The respondents also identified a need for improvement in terms of the number of places available, the tranquillity of the premises and waiting times.

During this investigation, the surprise was that the fields « comments » have é très used.
A mandate was given to the Centre de soutien à l’enseignement (CSE) for the disposal of this data. The CSE carried out the encoding and analysis. The processing of comments completes the quantitative report with a qualitative nuance.

This catering survey is like a "photograph" taken in November 2013, it is important in order to be able to compare it to future surveys taken before, it’s a working tool in order to improve the catering service.