THE CONTEXT
Contract catering operates on accountability. Sodexo doesn't just serve food — it delivers a service promise to its client. That means guest experience isn't only a satisfaction metric. It is evidence of quality.
Across DNB's workplace dining operation, food and beverage is delivered across canteen locations, food stations, coffee bars, and regional sites throughout Norway.
The challenge is visibility. How does Sodexo understand what employees experience across all those locations and stations — and identify where service needs attention?
THE OPERATION
With Canteens by Foodback, Sodexo captures real-time guest feedback across 48 active F&B units serving DNB employees at locations including DNB's Bjørvika HQ in Oslo, Bergen/Solheimsviken, Asker, and regional sites across Norway.
At DNB's Bjørvika HQ alone, feedback is tracked at individual food station level: hot food, salad bar, soup, bread counter, vegetarian dishes, coffee bar, and pop-up concepts — each measured separately.
That level of granularity means the feedback isn't just telling Sodexo whether guests are satisfied. It is telling them which parts of the canteen experience need attention, and where.
Since July 2020, Foodback has given Sodexo a continuous feedback signal — running for nearly six years.
THE DATA
Over nearly six years of continuous feedback, Sodexo has collected more than 444,000 feedbacks from DNB employees across its workplace dining operation.
More than 38,000 of those are written comments — guest-authored context that goes beyond a score and into specific aspects of the experience. At a 10% comment rate across very high feedback volume, that is a substantial qualitative record.
Monthly feedback volume has grown from around 500 responses per month at launch to 12,000–14,000 responses at peak — a roughly 28× increase in volume. Experience scores have remained broadly stable throughout — staying in the 5.0–5.4 range across nearly six years.
The data shows that consistent guest experience is achievable at scale when feedback is continuous and teams can act on what they see.
OUTCOMES AND TAKEAWAY
For Sodexo, Canteens by Foodback isn't a satisfaction survey. It is the mechanism by which the team identifies what needs attention, supports ongoing service improvement, and demonstrates quality to DNB.
Canteens by Foodback has helped us identify many aspects of our service that needed improvement. This allows us to keep delivering the best possible F&B solutions and service to our main client, DNB.
In contract catering, quality has to be visible. Continuous feedback — at scale, across locations, across stations — gives Sodexo a consistent operational signal to work with.
When feedback is continuous, service quality becomes easier to see, manage, and prove.
