Penn started a secret shopper program to gather student diner feedback with the goal of increasing upperclassmen meal plan retention

Penn started a secret shopper program to gather student diner feedback, with the goal of increasing upperclassmen meal plan retention.

Secret shoppers and social media campaign equal success at UPenn dining

The university harnesses the power of student feedback to increase meal plan sales, customer satisfaction and student engagement.

Look around at any university dining hall and the majority of students will be pecking away at their smartphones. At the University of Pennsylvania, however, some of those students will be sending instantaneous feedback about their dining experience to the school’s foodservice providers.

In fall 2014, Penn launched an innovative secret shopper program in which students are hired to complete anonymous online surveys about their experience dining on campus. There are 10 dining amb

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