Secret Shopper Evaluation Results for the Months of December, 2016 and

January, 2017
Created by Karina Almanza,, Nutrition and Sustainability Volunteer Coordinator and Stephanie Toste,
Nutrition and Sustainability On-Call Volunteer
- knalmanza@ucdavis
- srtoste@ucdavis.edu
- Please reach out if there are any questions or concerns
Sustainability and Nutrition Office, Sodexo--- UC Davis
Supervisor: Linda Adams

The following data was gathered from interns associated with the Sustainability and Nutrition Office who
participated in the Secret Shopper Evaluation to evaluate the quality and functionality of the Dining
Services of University of California, Davis. The following data was collected between December 1, 2016
to January 31, 2017, the Winter Quarter 2017.

Popularity of Dining Commons

Graph 1. The graph below shows the overall results for the individuals who attended each Dining
Common. The following percentages were found : Segundo DC: 48.8% ; Cuarto DC: 19%; and Tercero
DC: 32.1%

Chart 2. The chart below demonstrates the averaged values compiled for the 84 responses between
December 1st- January 31st. The following values were found for each of the four ratings proposed: (1)
Rate your food quality:4.51 ; (2) Rate the customer service you experienced at this meal:4.68; (3) Were
Try-a-Taste samples available during your meal?: 3.52; and (4) Was the food and dining area well
stocked?: 4.47;
Chart 3. The chart below demonstrates the dining experience of the Secret Shopper Evaluator, answering
the following 3 questions: (1) Did the items on the menu match the food?, (2) Did the Aggie Dish App
match items served?, (3) Did the salad bar signage match what was displayed?
Segundo DC

Comments of Customer Service:

- Both servers at the steak and satay stations answered questions responsively! Great. (1/12/2017,
5:45 pm Dinner)
- Bob Christie always serves the students with joy and enthusiasm. Making every omelette
personalized and made special! (seen on multiple days)

Comments on Experience and Presentation:

Items Out of Stock:

- Infused Water (noted to not be available until 9:00 am on several days)
- Strawberry Syrup and Strawberry Jam (1/8/2017, 5:30 pm, Dinner)
- Salad bar- Spring mix, tomatoes (1/13/2017, 11:10 am, Lunch)
- Soup (1/13/2017, Lunch: Clam Chowder)
- Utensils (noted on several days)
- Napkins (1/19/2017, Dinner, 5:30 pm)

Comments of Food Quality:

Foods with Outstanding Reviews:
- Pork Tacos (11/29/2017, Dinner)
- Fish Sandwich (1/13/2017, Lunch)
- Tostada (1/23/2017, Lunch)
- Sweet Potato Fries (1/26/2017, Dinner)
- Teriyaki Tofu (1/28/2017, Dinner)
- Steak (2/1/2016; 1/12/2017 Dinner)

Foods with Feedback:

- Signage was mixed for a vegan item when it wasnt (Vegan Chilli vs Beef Chilli-
1/19/2017, 4:45 pm, Dinner)
- Sausage Egg Muffin was cold (1/20/2017- 8:00 am)
- Burrito ingredients not evenly distributed (1/19/2017, 4:45 pm, Dinner)
- Foods not cooked well enough:
- Breakfast:
- Diced potato mixture with sweet potatoes (multiple days)
- Dinner:
- Brussel sprouts (1/12/2017- Dinner w/ Chicken Satay)
- Chicken (1/8/2017- Mashed Potatoes w/ Chicken)
- Potato Wedges (1/26/2017- 6:00 pm w/ Gorditas)
- Carrots ( 1/31/2017- Dinner w/ Kung pap Chicken)
- Foods that were overcooked/ burned:
- Steak
- Burger
Feedback for Theme Nights (Dinner):
- Pho: More pho noodles in soup (1/23/2017, Dinner, 7:00 pm)
- Ramen: Noodles stuck together (1/25/2017, Dinner, 7:20 pm)
- Lunar New Year (1/26/2017)
- Highly praised: Bibimbap, Kimchi, Pork, Fried Eggs, Carrot Cake, Chicken Noodle Soup

Summary
- Breakfast: concern for infused water availability to students
- Lunch: Restock forks more frequently
- Dinner: Be prepared for theme nights keeping in mind the stock of food, silverware and napkins
as well as the consistency of the meals supplemented on each plate.
- Please make more samples available of each plate, especially vegan items (as requested by secret
shopper reports)
- Overall great service, great food and attentive staff
Tercero DC

Comments of Customer Service:

- Outstanding Customer Service Mentioned in the following:
- Omelette Station, Bistro, Pacific Fusion, Go Live, Saucy, Tomato Street Grill Chef
Cashier was friendly and the lady of Go Live was accommodating when I wanted to customize how I
wanted my fish tacos. (Lunch- January 26th)

Foods with Positive Feedback

- Fish Tacos (Lunch, 2:00 pm February 15th)
- Kale Saute (Lunch, 11:00 am, February 12th)
- Plum Tofu (Lunch, 11:00 am, February 12th)
- Grilled Pork (Dinner, 5:20 pm, February 6th)

Comments on Experience and Presentation:

- General:
- Messy soup station (mentioned on several days)
- Foods/ Silverware that were understocked:
- Furikake (Breakfast, 9:00 am- 9:45 am, 2/2/2017, 2/7/2017, 2/9/2017)
- Soup Bowls (Lunch, 2:00 pm, 2/2/2017, 2/16/2017)
- Foods that were at room temperature or cold:
- Pinto beans (Lunch, 12:00 pm, February 15th)

Comments of Try-a-Taste:
- Mentioned by 80% of responses to include more sample spoons at more stations to refrain from
food waste.
Asked for just tofu at Pacific Fusion and they made a bowl for me both times I went but would not give
me more than 3 pieces. They said they had to limit how much they were giving out... (2/15/2017, Dinner
5:30 pm)

Summary
- Breakfast: More vegetables for omlette
- Lunch: Keep soup station clean
- Dinner: Make entree spoon samples available
- Ensure spoons are out for Try-a-Taste and that it is offered at all areas
- Make sure that food is not cold or room temperature
- Overall great customer service and were given high praises for service quality
Cuarto DC

Comments of Customer Service:

- Great Service Mentioned in the following locations:
- Entrance, Burrito Bar, Ice Cream Station, Sushi Bar, Saucey

Feedback with Positive Feedback:

- Chocolate cake (Dinner, 7:30 pm, February 3rd)
- Burgers (Dinner, 7:30 pm, February 3rd)

Comments of Food Quality:

General:
- Banh Mi sandwiches were soggy (suggested to present option without jalapenos- mentioned by 3
different individuals)
-

Experience and Presentation:

-

Signage did not match:

-

Summary
- Dinner:
- Keep an eye out for fully stocked forks, spoons and silverware
- Higher demand for more Try-a-Taste samples available
- Overall great customer service