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Business Enterprises of Texas:
Customer Satisfaction Survey and Cost Analysis Report

Comment Categories

Survey respondents were asked for additional suggestions on how BET can improve services. A total of 1,558 individuals provided comments containing concerns, requests, and compliments.

 

Summary of Survey Respondent Comments by Category

Category,
Number of Comments

Response Items

Item—Most Comments

% of Overall Comments

%–Negative

%–Positive

%–Request

Food, 574

Quality, Variety, Flavor, Cooking Method, Appearance

Quality, Variety, Flavor

36.8

16.2

2.8

16.0

Sanitation, 71

Gloves, Hairnets, General Cleanliness

General Cleanliness

4.6

45.1

1.4

5.6

Health Oriented, 289

Request for “Healthy” Options, More Baked, Larger Selection Vegetables

Request for “Healthy” Options

18.5

1.4

5.9

37.0

Vending, 169

Variety, Low Stock, Inoperable Machines, More Machines/Locations

Variety, Low Stock

10.8

3.6

0.0

4.2

Price, 205

Too High, Adequate, Good Value

Too High

13.1

23.4

1.6

6.8

Service, 361

Lack of, Rudeness or Indifference, Manager and Staff Great, Excellent

Rudeness or Indifference

23.2

34.9

1.1

7.2

General Comments, 205

Training, Credit Card Charges, Consistent Pricing, Recycling

Credit Card Charges, Consistent Pricing

13.1

14.2

3.4

8.3

Compliments, 98

Service, Manager, Staff, Cleanliness, Communication Skills

Manager, Staff

6.2

0.0

75.5

3.0

Hours of Operation, 37

 

 

2.4

2.7

5.4

35.1