A customer satisfaction survey was developed from six focus groups sessions. The areas identified for analysis included price, quality, stock available, variety, and customer service. Analysis of the survey indicated that the price was the most sensitive issue. Quality of food rated well while there was some dissatisfaction with our variety of entrees, grill items, and soups. The amount of food in stock was satisfactory. Customer service ratings were high. This instrument can be used again to identify incremental changes in satisfaction levels as perceived by the customer.
Library of Congress Subject Headings
Bausch & Lomb Optical Company; Customer relations; Food service management; Consumer satisfaction
Department, Program, or Center
School of Food, Hotel and Tourism Management (CAST)
McQueen, Richard, "Bausch & Lomb food service: An analysis of an independent business and food service industry from the customers perspective" (1993). Thesis. Rochester Institute of Technology. Accessed from
RIT – Main Campus