Albeline_13112010298_BUS 2A

Report Regarding the Current Employees’ Level of Satisfaction with

Lloyds’ Catering Service

Terms of Reference

This report was made due to the request of the catering development department. This
report will provide an in-depth review regarding the overall satisfaction with the
company’s current catering systems in the eyes of Lloyds employees for the past two
months. The results are gathered from interviews done internally to a sample size of one
hundred and fifty employees with the main aim of asking their overall satisfaction and
problems that they have encountered when they are using the canteen.

Findings

Based on the pie chart shown (Appendix 1), it was discovered that 65% of workers were
pleased or satisfied with the current catering service, with 20% being highly satisfied.
The remaining 10% is unsatisfied, with 5% of them being highly dissatisfied.

However, some specific issues were discovered, which are listed below ranked from most
to least mentioned by employees:

1. Canteen closing after 3 P.M (25%)

2. Poor quality of coffee (20%)
3. Few vegetarian options (10%)
4. No provision for halal food (10%)
5. Uncomfortable seating in the canteen (5%)

Conclusions

In general, the catering service is considered appropriate. However, this catering service
still has several flaws that lead to customer dissatisfaction that should be improved,
which includes:

1. The lack of variety regarding food choices in the canteen which lead employees
preferring to bring their own food or ordering from outside.
2. The overall quality of the canteen equipment is not adequate enough to provide
comfort and satisfaction.
3. Operational hours that are too short.
Recommendations

From the issues that exist, we can provide some input in order to develop a better catering
service business in the future.

1. With Lloyd's manager, discuss the possibility of extending the canteen's business
hours.
2. To improve the current perceptions regarding coffee, investing (invest) in a new
coffee machine and sourcing higher-quality coffee beans might be proven
effective.
3. Building (build) menus that cater to the needs of everyone in the company such as
vegetarians and Muslims.
4. Request for additional funds for the procurement of new seats in the upcoming
company meeting.

Appendix 1