AU is looking to improve its dining services through Eagle Eyes, a new Auxiliary Services program that will allow students, staff and faculty to evaluate food vendors and receive some reimbursement for the meal, according to Auxiliary Services Director JoDe Norris.
People participating in the program will fill out a survey on their dining experience, and upon returning it, Auxiliary Services will reimburse up to $15 of the meal's cost, Norris said.
She said she hopes the program will improve customer service by encouraging vendors to always do their best because they will never know who may be participating in the program.
"After some time, we hope to use these reports to spot trends, continual strengths or weaknesses in customer service and ways to improve the customer experience at all dining venues," Norris said. "This will give us more intimate and in-depth insight to the level of customer service extended to the AU community."
Norris said she hopes that the program will continue after its introduction. She said she believes that it will help provide excellent customer service to the AU community.
"The effect of this program is to keep anyone in dining services on their toes, so to speak," Norris said.
Alex Dow, a sophomore in the College of Arts and Sciences, said he agrees something should be done to boost AU's dining experiences.
"They could definitely use some improvement, mainly in service and how the food is handled," Dow said.
Christopher Dame, a junior in the School of Public Affairs, said he had doubts about students' participation if the process of getting involved was too tedious.
"I think it will only be effective if the whole process isn't over-bureaucratized," Dame said. "Kids won't go for a free meal if it's a difficult process to go through."
Norris expressed a hope for diversity in surveyors to best represent the AU community. People will be able to participate in the program twice per semester. Auxiliary Services will reimburse a participant after they have received an evaluation form and meal receipt.
Six to 10 Eagle Eyes participants will visit the vendors each month, Norris said. Auxiliary Services will compile and share survey results with the vendors. They will also include recommendations and compliments based upon these results.
"There is a possibility that changes may occur as a result of this program, along with other ways of measuring quality, service and expectations from our dining," Norris said.
Auxiliary Services has not yet notified all vendors about the program but will inform them before the first survey is sent out, Norris said. People interested in participating in the Eagle Eyes program should e-mail eagleeyes@american.edu.
