At Sodexo, we are committed to continual improvement and evolving our service to deliver experiences to students that meet their needs and wants.
Our understanding of student needs through the Sodexo University Lifestyle Survey gives us a strong foundation on which to build, but to truly tap in to changing trends and opinions, we have to talk the same language as our customers and provide an avenue for genuine two-way communication.
Social media is becoming an increasingly vital channel for us to engage with students and communicate with them in a peer-to-peer style that encourages trust.
We appoint a student experience manager at each of our universities to actively engage with customers. We use Twitter and Facebook, for example, to promote great value offers, raise awareness of issues such as health and wellbeing, and to respond quickly to any criticism – constructive or otherwise – to further improve our service delivery.
Importantly, we don’t talk at our customers, we talk with them to develop communities and encourage involvement.