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Using Electronic Mail for Surveying Customer Satisfaction
MONDAY, OCTOBER 24
POSTER SESSION: PROFESSIONAL SKILLS/SCIENCE/EDUCATION/MANAGEMENT/FOODSERVICE/CULINARY/RESEARCH TITLE: CULINARY WORKSHOP ENHANCES STUDENTS’ KNOWLEDGE OF ASIAN CUISINE AND PREPARATION TECHNIQUES
TITLE: USING ELECTRONIC MAIL FOR SURVEYING CUSTOMER SATISFACTION
AUTHOR(S): M.A. Schrader, MS, RD, Kansas State University; J. Tila, Executive Chef and Owner, Royal Thai Cuisine and Bangkok Market, Inc.
AUTHOR(S): J.J. Turner, RD, LD; W.E. Wheeler, MS, RD, LD; United States Army, Darnall Army Community Hospital, Fort Hood, TX
OUTCOME: To describe how to organize and implement a culinary workshop to increase student’s knowledge and appreciation of different cuisines.
LEARNING OUTCOME: To describe results of customer satisfaction surveys based on different survey delivery methods.
TEXT: The purpose of this workshop was to increase undergraduate students’ understanding and appreciation of ethnic cuisines and food production techniques. The workshop provided students an opportunity to explore cuisine from four Asian countries: Thailand, Vietnam, China, and Malaysia. Asian cuisine was chosen because of Asia’s emerging presence and power in the global economy. The specific objectives of the workshop were to 1) introduce students to four common Asian cuisines, 2) differentiate between the cuisines, 3) identify core ingredients and their contribution to flavor, texture and appearance; 4) learn preparation techniques, and 5) increase general understanding of the four regions in Southeast Asia. The steps in planning the six-hour workshop that was presented by a guest chef and coordinated by dining services, the dietetics program, and industry sponsors will be discussed. Factors to consider when planning a culinary workshop will be explained. The evaluation tools used to assess the students’ level of interest before participating, skills and knowledge gained, relevance of information, and level of satisfaction with the workshop will be described. The uniqueness of this project is the combined approach of formal instruction that included geography, culture, and food products indigenous to each country, recipe and technique demonstration, sensory evaluation of representative cuisine recipes, hands-on ingredient/pantry identification, and informal interaction between the students and the guest chef. Overall, results revealed a high degree of satisfaction and an increased understanding of culture and cuisines. Also, students indicated the knowledge gained in the workshop would be beneficial in their future careers.
TEXT: Army hospital dining facilities use a standardized survey to measure customer satisfaction. In the past, this hospital distributed surveys to customers upon entering the dining room. This survey distribution method resulted in a 79% customer satisfaction rating for overall service. Fifteen percent of these surveys contained specific comments but most were related to one particular meal experience. To receive more free text comments on identified trends rather than single meal experiences, management decided to try two different survey delivery methods. The first method was a customer comment table in the dining room that allowed customers to turn in satisfaction surveys during the meal. With 75% of customers being hospital staff the second method chosen was an electronic mail survey. The customer comment table method resulted in a 67% customer satisfaction rating and increased customer comments twofold. However specific comments were primarily negative and related to one particular meal rather than overall food service. The electronic mail method resulted in a satisfaction rating of 75% and improved the specific comment responses three-fold from the original delivery method. More importantly the comments were related to overall trends identified by the customer. The responses were useful to management in determining necessary changes in procedures and identifying specific staff training needs. Based on the results this hospital found the electronic mail survey method most useful to assess and improve food services in the hospital dining room.
FUNDING DISCLOSURE: Kansas State University Department of Hotel, Restaurant, Institution Management and Dietetics; Kansas State University Department of Housing and Dining Services; U.S. Foodservice; Asian Foods
FUNDING DISCLOSURE: None
TITLE: FOODS CONSUMED BY THE LEWIS AND CLARK EXPEDITION IN IDAHO AND THEIR ASSOCIATED HEALTH IMPLICATIONS
TITLE: PASTRY CRUST PREPARED WITH TRANS-FAT FREE SHORTENINGS ARE ACCEPTABLE SUBSTITUTIONS FOR HYDROGENATED SHORTENINGS
AUTHOR(S): M.L. Dundas, PhD, RD, FADA; J.M. Oakey; Idaho State University, Pocatello, ID
AUTHOR(S): E.R. Smith; W.S. Caron; D.L. Gee, PhD; Central Washington University, Ellensburg, WA
LEARNING OUTCOME: To examine the foods consumed by the explorers in Idaho and develop an understanding of the nutrient composition of the foods and their possible effects on the health of the explorers.
LEARNING OUTCOME: To learn that trans-fat free shortenings made of palm oil are acceptable substitutes for hydrogenated oils in pastry crust.
TEXT: Two hundred years ago the Lewis and Clark Expedition traveled through Idaho on their way to the west coast. Their passage through the Bitterroot Mountains in Idaho was perhaps the most difficult part of their journey, since they had very little food in the mountains and extremely difficult terrain to cover. We carefully read the sections in the Lewis and Clark Journalsand other references providing information on the foods consumed. We investigated foods that were documented in the journals and examined their possible impact on their health. Deer, colt, horse, buffalo, coyote and dog were the meats consumed. Other protein sources included pheasants, dried salmon, duck and crawfish. Plant foods consumed were berries, camas root, root bread, red-berried hawthorne, and service berries. Since they primarily ate protein foods in the mountains, they lacked many nutrients provided by foods from plant origin such as vitamin C, folic acid, fiber and carbohydrates. After traveling through the mountains covered with snow for 11 days and eating a starvation diet, the explorers ate camas root bread made by Native Americans. Most of the explorers became violently ill with acute diarrhea and vomiting. The illness could be due to the abrupt change in diet from high protein to high carbohydrate foods or eating the poisonous White Camas root instead of the Blue Camas root. The ability of the explorers to live off the land and travel nearly 8,000 miles with an energy expenditure of around 5,000 kcal per day is remarkable. FUNDING DISCLOSURE: None
TEXT: The purpose of this study was to test the characteristics and acceptability of baked pastry crusts using two different trans-fat free shortenings (TFF-A, TFF-B) made with palm fruit oil or a conventional hydrogenated shortening (CS). Each pastry was prepared identically for consistency. Twenty-five university students served as sensory judges. Judges tested for overall difference, tenderness, flakiness and preference. Objective tests measured height using a vernier caliper, penetration force (measured using a punch probe) and break force (measured using a blade probe) with a universal texture analyzer (TA.XT2 Texture Analyzer; Texture Technologies Corp., Scarsdale, NY/Stable Micro Systems, Godalming, Surrey, UK). Statistical significance was determined using analysis of variance and Fisher’s PLSD tests (pⱕ0.05). Break force was significantly higher in pastries made with TFF-A. Penetration force and height was significantly lower in pastries made with CS. Triangle tests results indicated that judges could distinguish pastries made with TFF-A from TFF-B or CS. No difference was found between pastries made with TFF-B or CS. Pastries made with TFF-A were significantly less flaky than with TFF-B or CS. Pastries made with CS were significantly more tender than from either trans-fat free shortenings. However, there was no significant difference in the mean preference ratings between the three types of shortenings. These findings suggest that pastries made with shortenings containing palm fruit oil may be an acceptable substitute for conventional hydrogenated shortenings. FUNDING DISCLOSURE: None
Journal of the AMERICAN DIETETIC ASSOCIATION / A-49
POSTER SESSION: PROFESSIONAL SKILLS/SCIENCE/EDUCATION/MANAGEMENT/FOODSERVICE/CULINARY/RESEARCH TITLE: CULINARY WORKSHOP ENHANCES STUDENTS’ KNOWLEDGE OF ASIAN CUISINE AND PREPARATION TECHNIQUES
TITLE: USING ELECTRONIC MAIL FOR SURVEYING CUSTOMER SATISFACTION
AUTHOR(S): M.A. Schrader, MS, RD, Kansas State University; J. Tila, Executive Chef and Owner, Royal Thai Cuisine and Bangkok Market, Inc.
AUTHOR(S): J.J. Turner, RD, LD; W.E. Wheeler, MS, RD, LD; United States Army, Darnall Army Community Hospital, Fort Hood, TX
OUTCOME: To describe how to organize and implement a culinary workshop to increase student’s knowledge and appreciation of different cuisines.
LEARNING OUTCOME: To describe results of customer satisfaction surveys based on different survey delivery methods.
TEXT: The purpose of this workshop was to increase undergraduate students’ understanding and appreciation of ethnic cuisines and food production techniques. The workshop provided students an opportunity to explore cuisine from four Asian countries: Thailand, Vietnam, China, and Malaysia. Asian cuisine was chosen because of Asia’s emerging presence and power in the global economy. The specific objectives of the workshop were to 1) introduce students to four common Asian cuisines, 2) differentiate between the cuisines, 3) identify core ingredients and their contribution to flavor, texture and appearance; 4) learn preparation techniques, and 5) increase general understanding of the four regions in Southeast Asia. The steps in planning the six-hour workshop that was presented by a guest chef and coordinated by dining services, the dietetics program, and industry sponsors will be discussed. Factors to consider when planning a culinary workshop will be explained. The evaluation tools used to assess the students’ level of interest before participating, skills and knowledge gained, relevance of information, and level of satisfaction with the workshop will be described. The uniqueness of this project is the combined approach of formal instruction that included geography, culture, and food products indigenous to each country, recipe and technique demonstration, sensory evaluation of representative cuisine recipes, hands-on ingredient/pantry identification, and informal interaction between the students and the guest chef. Overall, results revealed a high degree of satisfaction and an increased understanding of culture and cuisines. Also, students indicated the knowledge gained in the workshop would be beneficial in their future careers.
TEXT: Army hospital dining facilities use a standardized survey to measure customer satisfaction. In the past, this hospital distributed surveys to customers upon entering the dining room. This survey distribution method resulted in a 79% customer satisfaction rating for overall service. Fifteen percent of these surveys contained specific comments but most were related to one particular meal experience. To receive more free text comments on identified trends rather than single meal experiences, management decided to try two different survey delivery methods. The first method was a customer comment table in the dining room that allowed customers to turn in satisfaction surveys during the meal. With 75% of customers being hospital staff the second method chosen was an electronic mail survey. The customer comment table method resulted in a 67% customer satisfaction rating and increased customer comments twofold. However specific comments were primarily negative and related to one particular meal rather than overall food service. The electronic mail method resulted in a satisfaction rating of 75% and improved the specific comment responses three-fold from the original delivery method. More importantly the comments were related to overall trends identified by the customer. The responses were useful to management in determining necessary changes in procedures and identifying specific staff training needs. Based on the results this hospital found the electronic mail survey method most useful to assess and improve food services in the hospital dining room.
FUNDING DISCLOSURE: Kansas State University Department of Hotel, Restaurant, Institution Management and Dietetics; Kansas State University Department of Housing and Dining Services; U.S. Foodservice; Asian Foods
FUNDING DISCLOSURE: None
TITLE: FOODS CONSUMED BY THE LEWIS AND CLARK EXPEDITION IN IDAHO AND THEIR ASSOCIATED HEALTH IMPLICATIONS
TITLE: PASTRY CRUST PREPARED WITH TRANS-FAT FREE SHORTENINGS ARE ACCEPTABLE SUBSTITUTIONS FOR HYDROGENATED SHORTENINGS
AUTHOR(S): M.L. Dundas, PhD, RD, FADA; J.M. Oakey; Idaho State University, Pocatello, ID
AUTHOR(S): E.R. Smith; W.S. Caron; D.L. Gee, PhD; Central Washington University, Ellensburg, WA
LEARNING OUTCOME: To examine the foods consumed by the explorers in Idaho and develop an understanding of the nutrient composition of the foods and their possible effects on the health of the explorers.
LEARNING OUTCOME: To learn that trans-fat free shortenings made of palm oil are acceptable substitutes for hydrogenated oils in pastry crust.
TEXT: Two hundred years ago the Lewis and Clark Expedition traveled through Idaho on their way to the west coast. Their passage through the Bitterroot Mountains in Idaho was perhaps the most difficult part of their journey, since they had very little food in the mountains and extremely difficult terrain to cover. We carefully read the sections in the Lewis and Clark Journalsand other references providing information on the foods consumed. We investigated foods that were documented in the journals and examined their possible impact on their health. Deer, colt, horse, buffalo, coyote and dog were the meats consumed. Other protein sources included pheasants, dried salmon, duck and crawfish. Plant foods consumed were berries, camas root, root bread, red-berried hawthorne, and service berries. Since they primarily ate protein foods in the mountains, they lacked many nutrients provided by foods from plant origin such as vitamin C, folic acid, fiber and carbohydrates. After traveling through the mountains covered with snow for 11 days and eating a starvation diet, the explorers ate camas root bread made by Native Americans. Most of the explorers became violently ill with acute diarrhea and vomiting. The illness could be due to the abrupt change in diet from high protein to high carbohydrate foods or eating the poisonous White Camas root instead of the Blue Camas root. The ability of the explorers to live off the land and travel nearly 8,000 miles with an energy expenditure of around 5,000 kcal per day is remarkable. FUNDING DISCLOSURE: None
TEXT: The purpose of this study was to test the characteristics and acceptability of baked pastry crusts using two different trans-fat free shortenings (TFF-A, TFF-B) made with palm fruit oil or a conventional hydrogenated shortening (CS). Each pastry was prepared identically for consistency. Twenty-five university students served as sensory judges. Judges tested for overall difference, tenderness, flakiness and preference. Objective tests measured height using a vernier caliper, penetration force (measured using a punch probe) and break force (measured using a blade probe) with a universal texture analyzer (TA.XT2 Texture Analyzer; Texture Technologies Corp., Scarsdale, NY/Stable Micro Systems, Godalming, Surrey, UK). Statistical significance was determined using analysis of variance and Fisher’s PLSD tests (pⱕ0.05). Break force was significantly higher in pastries made with TFF-A. Penetration force and height was significantly lower in pastries made with CS. Triangle tests results indicated that judges could distinguish pastries made with TFF-A from TFF-B or CS. No difference was found between pastries made with TFF-B or CS. Pastries made with TFF-A were significantly less flaky than with TFF-B or CS. Pastries made with CS were significantly more tender than from either trans-fat free shortenings. However, there was no significant difference in the mean preference ratings between the three types of shortenings. These findings suggest that pastries made with shortenings containing palm fruit oil may be an acceptable substitute for conventional hydrogenated shortenings. FUNDING DISCLOSURE: None
Journal of the AMERICAN DIETETIC ASSOCIATION / A-49