Foodservice Cateys 2022: Best Use of Technology Award – Chartwells
Sponsored by CH&CO
The award for the Best Use of Technology goes to Chartwells for its Uni Food Hub app, which is used across 16 universities. To date the app has had 29,000 downloads, with this figure expected to double during the current academic year.
Judges admired how Chartwells truly got under the skin of the app's end-customer, providing a frictionless experience that meets the needs of today's students. The app has delivered a 48% increase in average transaction value (from £3.65 to £5.41) across Chartwells' 16 sites, and food waste has been significantly reduced, with one university making a 43% saving year-on-year of 5,206 CO2-e (kg), the equivalent to 464.82 days' electricity for one household.
Over the past year, 71,000 orders have been placed through the app, with students highlighting its ease of use, fulfilment methods including click and collect and delivery, events awareness, and health, wellbeing and allergen information as reasons for including it in their busy day-to-day lives.
Students praised the ability to order outside of the previous normal catering hours, along with improved food quality and freshness due to the app using a cook-to-order model. The app also provides each university with the ability to create quizzes and polls, asking students questions such as "what street food pop-up would you like to see next?'' providing Chartwells with another opportunity to gather key insights to create new offerings.
The app also provides the universities with a new space for advertising. Rather than posters or digital screens directing students to a counter at the Student Union to purchase tickets, they can see upcoming events in the Uni Food Hub app and directly purchase tickets, providing a seamless experience. The winning technology has become a case study for potential clients, with Swansea University praising Chartwells on its understanding of the trends shaping Gen Z customers. The university went on to sign a £58m, 10-year contract thanks to the innovation of the app and kiosk technology, as well as its ability to translate into the Welsh language.
One Cateys judge described the entry as a "comprehensive and cohesive approach to adapting technology in a successful and effective manner", while a second praised its "impressive engagement… showing improved customer experience and efficiency".
What the judges said
"Very strong submission with great data and metrics to demonstrate the success of the Uni Food Hub app. It was impressive to read that their Swansea University clients stated that the app and kiosk technology was key in securing the £58m, 10-year contract." Emily Abbam
"Impressive engagement through innovative technology showing improved customer experience and efficiency." Julia Edmonds
"This submission represented a comprehensive and cohesive approach to adapting technology in a successful and effective manner. Good data was provided with an excellent view of the future." Katie Evans
The shortlist
Chartwells
Compass Group
London North Eastern Railway
Past winners
2021 Derbyshire County Council Catering Service
2019 Aviva Stadium, Levy Ireland
