Overview
UMass Dining, ranked the #1 dining program in the U.S. by Princeton Review (2024), is known for its commitment to excellence. But maintaining that reputation takes more than great food. It requires consistent feedback, responsiveness, and a focus on student well-being.
By listening to students, building relationships, and using Touchwork’s TextandTell and OrderIT solutions, UMass Dining has created a responsive, student-focused dining experience. Real-time feedback drives everyday decisions, while allergy-conscious ordering helps keep students safe and supported throughout their time on campus. Actively engaging with students fosters a sense of belonging, strengthens trust in campus services, and creates a dining culture where students feel their needs and voices truly matter.
The Results
- 15% increase in positive feedback scores after resolving common service concerns
- More students on meal plans, including those with dietary restrictions
- Increased student loyalty, with many committing to meal plans for their full academic journey
- 20% reduction in food waste by adjusting menus based on feedback
Real-Time Feedback That Shapes the Dining Experience
For UMass Dining, student feedback isn’t just nice to have. It’s essential! With TextandTell, the dining team collects real-time feedback from students. Responses are structured and consistent, making it easier to spot trends over time. Open-ended comments provide qualitative insights, while features like word-frequency analysis highlight recurring topics, everything from popular dishes to concerns about odors or service.
By combining structured survey data with qualitative feedback, the UMass dining team is able to make informed decisions quickly and track improvements year over year.
Keeping Students Safe with Allergy-Conscious Ordering
OrderIT plays a critical role in making dining experience at UMass safe and inclusive for students with food allergies and special dietary needs. Via the app, students can view meal
options and order food with confidence. This added layer of safety builds trust with students and their families, especially during orientation and meal plan selection. UMass found it also leads to long-term engagement, as students who use OrderIT are more likely to stay on a dining plan throughout their academic careers, giving students helpful options while creating a meaningful contributor to revenue growth.
Creating a Feedback Loop That Builds Connection
UMass doesn’t just collect data; they act on it, and they communicate those actions clearly. Student ambassadors help provide context to survey results, while regular updates let students know what’s changing based on their input. This helps foster transparency and builds a stronger sense of inclusion. It also encourages more participation – when students see their feedback leading to real results, they’re more likely to keep sharing it.
Tailored options like allergen-friendly menus, international cuisine, and sustainable food choices are all based on this ongoing dialogue.
Smarter Decisions That Drive Growth
UMass uses AI to support its feedback process and drive continuous improvement. Touchwork’s solutions help the team quickly identify pressing issues, spot patterns, and prioritize action items.
Strategic decisions are also driven by tying feedback data to performance metrics. For example, menu items that receive strong student reviews and sales performance are expanded to more locations. Underperforming options are removed or reworked. Special promotions and themed dinners, like a popular Filipino cuisine event, are developed based on trends and preferences identified through feedback. By pairing insights with sales and participation data, UMass maintains a dining experience that’s not only responsive but also financially sustainable.
Planning Ahead with Data
Touchwork’s solutions don’t just help in the moment, they support long-term planning. UMass uses predictive insights to prepare for high-demand periods like finals week, ensuring inventory, staffing, and service levels are aligned. Consistent survey formats allow the team to benchmark performance across semesters, track year-over-year progress, and spot emerging needs early. These insights also guide investments, whether it’s upgrading facilities, adjusting menu rotations, or expanding allergen-friendly options.
Conclusion
UMass Dining shows what’s possible when student feedback is prioritized and acted upon. With TextandTell, the team gets the insights they need to fine-tune services in real time. With OrderIT, they offer a safe and reliable option for students with dietary needs, thereby building long-term trust and loyalty.
If you’re ready to create a more responsive, student-centered dining experience, Touchwork has the solutions to help you get there.
