How does a dining program overcome the difficult challenges of the last year? Direct from our team of experts, here are responses to the top three challenges facing the onsite food service sector right now.

1: Rethink and renegotiate contractual agreements

If you’re using an outsourced operator, you know that the pandemic forced a re-evaluation of agreements from both sides. Open communication, concessions, and collaboration between you and your operator is key to achieving financial balance and keeping diner satisfaction high. Now is the time to consider documenting the elements of the new normal in onsite dining. Drafting a contract amendment that captures new expectations and commitments from both parties is warranted for most organizations as we enter the fall.

2: Embrace technology and innovation

Investing in technology allows companies, hospitals, and colleges to be more flexible in their dining operations while providing a great customer experience. Implementing customized smartphone apps and websites to offer a pre-pay ordering service or partnering with well-known app providers such as Grubhub, Uber Eats or DoorDash allows institutions to expand dining hours while diverting labor to other services, such as delivery. Smart apps also allow operators to take a deep dive into usage data, helping improve efficiency and customize experiences.

3: Tap into customer needs via surveys

Ensuring that the customer’s voice is heard is a critical part of dining service success. Well-designed surveys allow management to identify new trends, customer needs, gaps in service, and successes. For example, a survey of college students by digital engagement vendor Nutrislice found a strong desire for safety by using contactless ordering/payment options, with nearly 70 percent citing mobile apps and websites as their first choice in contactless technologies.