18 Oct University Of Florida Gives Canteen Vending 98% Customer Satisfaction Rate
GAINESVILLE, FL — Every semester at the University of Florida, students can apply to become secret shoppers to help the school’s business services division rate its on-campus vendors. The program, which started last year, uses about 40 undercover students who review products and services. Their reports, which rate customer service, cleanliness and product quality, help the division calculate a vendor’s percentile score.
Among UF’s half dozen business-partners is Canteen Vending, which operates all of the vending machines on campus. In its most recent report issued in September, the university gave Canteen a satisfaction rate of 98%, up from 80% a year ago.
Canteen district manager Ray Martignetti told the Alligator, UF’s independent student-owned newspaper, that the secret shopper program provides “another set of eyes on things, and it only makes us better.”
Secret shopper is not a paid position, but participants get gift cards, coupons or products. Vendors are notified immediately when a survey is filled out; if there’s a problem, they have 24 hours to fix it.