Service Monitor runs customer feedback programmes for contract caterers, delivered almost entirely digitally: QR codes at the point of service, tablet kiosks, and app integrations that measure what diners experience in workplace restaurants, education, healthcare, and venue catering, reported through dashboards that work at contract, site, and division level. The aim is never the score for its own sake: it is evidence your site teams can act on and your account teams can retain contracts with.
What a Contract Catering Programme Looks Like
Contract catering feedback has a shape of its own. The customer eats with you most days, the client reviews you periodically, and the two conversations need the same evidence. Programmes are typically built from:
Point-of-service surveys. QR codes, tablet kiosks, app integrations, and email, designed for people with minutes rather than time to spare. Active Insight asks AI-adaptive follow-up questions, so a low food score is followed by a question about what was wrong, automatically.
AI analysis at volume. High-volume estates generate thousands of comments. AI analysis turns them into themes, sentiment, and recommendations across multiple languages, so patterns surface without anyone reading every comment.
Dashboards for every level. Role-based dashboards give site managers their own results and account teams the estate view, with instant alerts when something needs same-day attention and API integrations where data needs to land in client systems.
Mystery audits, where they fit. Most contract catering measurement is survey-led, but where the setting allows a genuine customer journey, mystery customer visits can test service standards and compliance in person.
Our Contract Catering Experience
We work with contract catering operators in the UK and internationally. The Did We Make You Smile programme for Compass Group UK & Ireland tripled survey response volumes and expanded from one division to six. Read more about how our methodology works, or contact us to discuss a programme for your contracts.
Frequently Asked Questions
Through whichever channels fit the site: QR codes at the point of service, tablet kiosks, app integrations, email, and comment cards. Workplace diners will not stop for a long questionnaire on their lunch break, so surveys are designed to be quick to complete while still producing comments detailed enough to act on. There are no response limits, so high-volume estates can capture feedback from every site, every day.
Because the diner and the client are different audiences, and both decide the contract's future. Day-to-day feedback from diners drives menu, service, and catering improvements on site. Evidence of satisfaction, presented through clear reporting, supports client reviews and contract retention. A structured programme serves both needs from the same data.
Yes. Dashboards report by site, contract, region, and division, with role-based access so a site manager sees their own results while divisional and account teams see the full picture. Reports can be exported and automated for client reviews.
Yes, where the setting allows a genuine customer journey, such as staff restaurants, public-facing catering, and hospitality at venues. Access arrangements are agreed with each client. In closed sites, structured surveys and kiosks usually do the measurement work instead.
Yes. Our AI analysis processes customer comments across multiple languages, and we run programmes for catering operations in the UK and internationally.