Your team has worked hard to execute an action plan to improve the local food environment, but how do you know what the impact is on the military community? Service Member feedback is a critical way to monitor and evaluate your MNE intervention. Whether it’s bringing more nutritious foods to a worksite snack bar, offering a larger variety of low-sugar drinks at the micro market, or running a social media campaign about the updated dining facility or galley menu, customer feedback helps let you know if you’re on target.

The most important part of efforts to enhance the nutritional environment where Service Members live, work, and train is getting input directly from Service Members themselves. Here are some ideas to get you started on collecting feedback, input, and comments.

Tap into existing resources

Now’s a good time to leverage existing mechanisms for customer feedback.

• Does your installation or food service venue already have a method in place to ask for diner feedback? If so, ask if you can add a question or two about your MNE intervention.
• If a paper-based or electronic survey is already in place, customers might be familiar with how and where to provide their comments. Still, it’s a good idea to remind them how to access it.

Example: Add a question about improving the worksite snack bar to the unit climate assessment.

Ask for feedback to your action plan

Consider adding a feedback mechanism to your MNE action plan.

• Refer to Service and installation leadership on guidance for requesting customer feedback. Seek approvals as needed.
• Educate customers on how to provide comments. Printed signage, social media, and verbal reminders can help.
• Collaborate with Service Member councils, groups, or programs to see if they would host an open discussion on the MNE.

Example: Post on social media to advertise the new micro market at the medical group.

Connect directly with your audience

You want to make a big impact, so maximize the number of customer responses to help boost your efforts.

• Use clear and concise questions to increase the likelihood that you get responses.
• Limit the number of questions you ask, so busy customers are more likely to take a few extra minutes to share their opinions.
• Consider the best platform for asking questions. Will your customer be more likely to complete a comment card, scan a QR code, or answer questions verbally?
• Social media can be a quick and easy way to ask for comments, use a poll, or hold a vote.
• Make it simple for customers to provide feedback as part of their natural flow in and out of the venue, such as near the checkout or exit.
• If doable, offer an incentive for providing feedback. For example, add their name to a drawing for a free menu item or discount on their next purchase.

Example: Place QR codes near checkout counters at the dining facility or galley to get feedback on the new items added to the Salad Bar.

Use customer feedback to modify your action plan as needed. Continue actions that are working well and getting positive responses. And be sure to take another look at areas where customers have questions, comments, or concerns. Which changes can you make to further meet Service Members’ needs?

Keep the lines of communication open with Service Members to let them know of any changes made as a result of their feedback too. You’ll get more ideas in the future if Service Members know you’re listening to their concerns.

Have any tips or best practices to ask for Service Member feedback? Reach out to CHAMP’s MNE team at mneat@usuhs.edu and let us know!