Findings & Recommendations Coppin State University March 26 th , 2010

1. Findings & Recommendations Coppin State University March 26th, 2010

2. Scope of Work • Market Research • Campus visit (March 4th, 5 & 12) • Focus groups • Personal interviews • Web-based survey (108 respondents) • Interactive Work Sessions/Presentation of Preliminary Findings & Recommendations (March 26th) • Dining & Bookstore Master Plan Development • Confirmation and/or development of current campus foodservice & bookstore facilities • Catering & conferences • RFP development • Contract execution

3. QUALITATIVE MARKET RESEARCH

4. Market Research • Cafeteria • The dining hall needs a “wow” factor. We need to change the way it looks and add some more lights. • A lot of programming takes place in the dining hall • We need to update the cafeteria. • It would be nice to have a variety of seating options in the cafeteria. • The building is relatively new. • Very good location. • Variety & Quality • We order out a lot as a change of pace. • More healthy choices • If you don’t time it just right hot food is cold. • They run out of popular items and do not replenish before end of meal • We are tired of the same food in the cafeteria. • I’d like to see more variety including vegetarian options. • I see more whole all offerings and international cuisines • The lack of freshness of the food is a problem. • I’d like for more healthy drinks to be available. • I like for them to have nutritional cards out so that we can see what’s in the food. • They need more fresh vegetables in the cafeteria. • We want freshly prepared food and more variety. • We love chicken and fish day(s) • Food should be ready on time.

5. Market Research • The Rathskeller • The Rathskeller does not offer many options. • The Rathskeller is hidden away • I use the Rathskeller because I can’t get what I want in cafeteria • The Rathskeller is nothing but grease. • This place is a mess and should be closed. • The Café (Faculty & Staff Dining) • The food upstairs in the faculty dining area is better than the food downstairs. • I’d like to see more variety in the faculty staff dining room. • Wednesday is most popular day. • Other Locations? • The HHSB could use a food venue. Co • Coffee, sandwiches, snacks, baked goods etc. • Subway is in a good location. • It would be nice to have more vending in P.E.C.

6. Market Research • Hours • The hours of operation need to be increased, especially on weekends. • I would like to see the dining hall open later. • We have a pretty open campus until midnight. • There’s a lot of delivery on campus after 10 p.m. • Evening students miss meals because nothing is open. • They close to early. • If open longer I would rather stay on campus. • They break down and run out before they close. • The last class on campus ends around 10:30. • There is a need for hot food after 9 p.m. • By 6:45 p.m. they are taking food off of stations. • Meal Plans • I don’t like the fact that there is no rollover for the meals on the meal plan. • We should be able to use multiple meal swipes during one meal period. • The prices for meal plans are ridiculous. • The meal plans are a rip off. • General • This campus gets boring at night. • The services are limited during summer. • Parking is an issue on this campus. • Students should be employed by food services. • We want friendly faces serving our food. • Catering: • Catering needs to work on pricing for student events. • The catered events I have been to have been nicely presented. • We have to use the contractor for catering. We’re tired of the same menu and the prices are too high. • the catering department doesn’t pick up food after events. • Dishes and glasses have spots on them.

7. Market Research • The Bookstore • We need more books. I have yet to get my math books for class. • They need to decrease prices of school spirit items. • The bookstore has billing issues. For instance honor students a re allotted a certain amount of money for books but the card system is not set up correctly so these students purchase items other than books. • Can only use financial aid in the bookstore for purchases, not on-line. • The bookstore needs longer hours. • During the summer the bookstore doesn’t restock things. • The bookstore customer service is not the best. • The bookstore needs more web-based services. • Barnes & Noble has a much easier user-friendly online interface. • The lines get too long in the bookstore during certain times of year. • I would like to see more grocery store type items like milk in the bookstore. • The bookstore has the highest prices in the state. • It doesn’t seem like the people in the bookstore are educated as to what the bookstore offers. • There are cheaper options online for books. • There should be a system in place to confirm order accuracy for the bookstore. • Most books are overpriced. • They do not order what is requested and students go without book. • We want more pennants and banners, apparel, t-shirts etc. • We should be able to order books on-line and come and pick them up. • More Greek paraphernalia • They don’t have enough variety and they have a rude attitude. • Only notice bookstore for first two weeks of each semester. • It is better that bookstore stocks caps and gowns. • Book buy back is not good. • They don’t pay enough for used books. • Buy back not in convenient location. • More blue and gold…..

8. Quantitative Market Research

9. Recommendations Talon Dining Commons Anytime Dining 7-12 S - S Au Bon Pain Subway Starbucks Kiosk Bookstore Text Books Stacks/Pick up Bookstore Blue/Gold, Supplies, Licensed Clothing, Books, Snacks, Book Buy Back

10. Talon Center Dining Commons Anytime Dining – Student Clock – Unlimited Access 7 a.m.-Midnight – Sunday – Saturday • Optimize Display Cooking: • Fresh fruit & vegetables • Organic Salad bar • Low-fat/healthy foods • Vegetarian/vegan options • MTO deli, wrap & panini sandwiches • Wood burning brick oven pizza • Home-style foods – Pasta Bar, Soups • Baked goods (bagels, scones, muffins, cookies, etc.) • Authentic Asian food • Authentic Mexican food • Authentic Soul Food • Dining Room • COLORS -- Blue/Gold (e.g. famous alumni, athletes, historic campus pictures). • Starbuck’s Kiosk – Site lines from new Bookstore • Tailgating brunch pre/post sporting events – P.E.C.

11. Retail Food Concepts • HHSB (on the same level as bridge) • Au Bon Pain Café (7a.m. – 10 p.m. M-F, Sat. 4 p.m.) • Wraps (chicken Caesar, buffalo, tuna, turkey etc.) • Soups/chili • Coffee/Tea • Fresh Baked Goods (muffins, bagels, rolls, scones, cookies) • Fresh Fruit • Salads (Caesar, chefs, cob, garden) • Tawes Center • Subway (stat) • Talon Center Bookstore • Grab n’ go pre-packaged C-store • Talon Center Dining Commons • Starbucks Kiosk (anytime dining meal plan)

12. Bookstore Talon Center – Beach Front Student Clock 7 a.m.-Midnight – Sunday – Saturday • Optimum offerings: • Text Book Guarantee • School Sprit Merchandise • Competitive book buy back • New/used texts • Trade books • Wide Variety School supplies • Soft goods -- Gifts • Computer hardware/supplies • Sundries - Slushies • Digital photo instant printer • Health/beauty aids • Cleaning, laundry supplies Snacks • Magazines • Bottled Beverages • On-line ordering • On-line ordering/Financial Aid • Compelling value/attraction for commuters

13. Recommendations Talon Dining Commons Anytime Dining 7-12 S - S Au Bon Pain Subway Starbucks Kiosk Bookstore Text Books Stacks/Pick up Bookstore Blue/Gold, Supplies, Licensed Clothing, Books, Snacks, Book Buy Back

14. Talon Center Dining Commons Anytime Dining – Student Clock – Unlimited Access 7 a.m.-Midnight – Sunday – Saturday • Optimize Display Cooking: • Fresh fruit & vegetables • Organic Salad bar • Low-fat/healthy foods • Vegetarian/vegan options • MTO deli, wrap & panini sandwiches • Wood burning brick oven pizza • Home-style foods – Pasta Bar, Soups • Baked goods (bagels, scones, muffins, cookies, etc.) • Authentic Asian food • Authentic Mexican food • Authentic Soul Food • Dining Room • COLORS -- Blue/Gold (e.g. famous alumni, athletes, historic campus pictures). • Starbuck’s Kiosk – Site lines from new Bookstore • Tailgating brunch pre/post sporting events – P.E.C. • Compelling value for non-resident students – Talon Retail

15. Meal Plans Optimum Value Proposition = Access • Unlimited Access 7 a.m. – 12 a.m. Sunday - Saturday • Silver Plan: -- Residential Requirement • Unlimited access (anytime dining) Talon Center Dining Commons • $50 Dining Dollars • Three guest meal passes per semester. • Estimated cost: $2,950 annually (19 meal plan for 2010 – 2011) • Gold Plan: -- Voluntary Buy Up • Unlimited access (anytime dining) Talon Center Dining Commons • $100 Dining Dollars • Six guest meal passes per semester. • Estimated cost: $3,050 • Platinum Plan: -- Voluntary Buy Up • Unlimited access (anytime dining) Talon Center Dining Commons • $150 Dining Dollars • Ten guest meal passes per semester. • Estimated cost: $3,150 • Available to students living off campus.

16. Value Proposition • Access Driven • Promotes less food consumption/waste & higher gross profitability • Anytime Dining • Unlimited access • Students consume less food/Reduce food waste • Infinite # of meals/access to food • Voluntary meal plan participation increases • Consumption Driven • Promotes more food consumption/waste/ unnecessary spending & less gross profitability • A La Carte: Declining Balance • Block meals/Meals per week/ • Meals per day • Finite # of meals/dollars • Continually remind customers about the price of their purchases. • “It’s expensive to eat there.”

17. Recruitment & Retention • Meal Plans: • Program enhancements to make it more attractive for students to continue to buy meal plans when no longer required & to stay in on-campus housing longer. • Extended hours of operation including late night • Multiple locations & attractive settings • Wider variety of food choices • Competitive in terms of quality, price and service with off-campus restaurants • Value-added meal plan options for non-residential customers including commuter students and faculty/staff to increase participation and social interaction with residential students. • Customer-friendly, year-long marketing campaigns to reinforce the value of the meal plan program and to maintain customer awareness of on-campus dining options and services.

18. Recruitment & Retention • Meal Plans: • Building community by encouraging undergraduate students (especially freshmen) to purchase meal plans that promote social interaction and bonding (see and be seen). • Higher recruitment capture rate • Higher retention rates • Higher graduation rates • Unlimited access, continuous service meal plans. • Ultimate in flexibility • Easy transition from home environment, especially for freshmen • Appeals to parents

19. Faculty/Staff Meal Plans • Offer block meal plans for faculty/staff and commuter students. • Block 75: 75 meals per semester at a cost of $4 per meal. Cost: $300/semester • Block 50: 50 meals per semester at a cost of $4.50 per meal. Cost: $225/semester • Block 25: 25 meals per semester at a cost of $5 per meal. Cost: $125/semester • These customers may also purchase one of the unlimited meal plans.

20. Catering Services • Consider offering three tiers of service: • Premium Service: For presidential & high-level catered events • Standard Service: For traditional luncheon meetings & similar gatherings • Budget Service: For groups with limited budgets (pick up/no set up or tear down). • All catering staff should be fully trained & professional. • Have online catering option. • Maintain an updated catering webpage with menus, specials, upcoming events calendar, promotions and contact information. • There should be management oversight to ensure that there is proper set up prior to events and thorough clean up after events. • Catering customer outreach. • Annual catering fair.

21. Recommendations Talon Dining Commons Anytime Dining 7-12 S - S Au Bon Pain Subway Starbucks Kiosk Bookstore Text Books Stacks/Pick up Bookstore Blue/Gold, Supplies, Licensed Clothing, Books, Snacks, Book Buy Back

22. Next Steps • RFP issuance: April 2nd, 2010 • Pre-bid conferences: April 9th, 2010 • Proposals due: April 30th, 2010 • Evaluations provided to CSU: May 10th, 2010 • Finalist interviews: May 17th, 2010 • Contract negotiations: May 17th – May 28th, 2010 • New contract(s) signed: On or before June 1, 2010

23. University Dining Rooms

24. Ferris State University

25. University of Georgia

26. College of Saint Benedict

27. UC Berkeley

28. St. Bonaventure University

29. University of Pittsburgh: Litchfield Towers

30. University of Pittsburgh: Litchfield Towers

31. Preliminary Findings & Recommendations Coppin State University March 26th, 2010