Perceptions of food quality and dining environment in school lunch rooms were obtained on 18 factors using 5-point rating scales. Responses from 398 11th grade students and 106 faculty in three school districts, and 30 school food service workers hi four districts were compared. All three groups rated taste of food, cleanliness of the cafeteria, and temperature of hot food among the five most important factors. All groups agreed that short food lines and adequate time to eat were important; these factors received low scores on expectations being met. There were significant differences between groups in their ratings of importance (14 of 18 items) and in their ratings of degree to which expectations were met (16 of 18). In general, school food service workers rated both importance and expectations being met at higher levels than the students or faculty. On-site observations hi the four districts by two researchers confirmed problems maintaining hot food temperatures. Matching observations of the researchers to students’ expectations of the dining environment revealed significant differences. Findings emphasize the importance of listening and communicating with customers. What is most important to customers may be different from what managers and employees are focusing attention on.