On-line cheese presents risk

Online shopping saves time and provides an enormous product choice, but when buying cheeses, this may lead to a quality compromise, according to a new study from Vetmeduni Vienna.

3294_Cheese shutterstock_117291487According to a German market study, six per cent of all fresh foods sold today are purchased online – and this rate is on the rise. For perishable foods, however, it is necessary to follow certain hygienic rules.

Dagmar Schoder from the Institute of Milk Hygiene at the Vetmeduni Vienna was interested above all in one especially high-risk food – raw milk cheese. Raw milk cheeses are made from unpasteurised milk, which puts them at a higher risk of microbiological contamination.

Ms Schoder and her colleagues ordered 108 different raw milk cheeses from 21 online retailers in seven European countries (France, Italy, the Netherlands, Germany, Switzerland, Spain and Belgium).

“We chose raw milk cheese because it is a high-risk product. As raw milk is unpasteurised, it can be easily contaminated with harmful bacteria.

“Even a small amount of bacteria, for which raw milk cheese offers ideal growing conditions, can reach critical proportions after a longer ripening, storage and transport time.

“The product is then no longer edible and may even make consumers ill. For this reason, special care must be taken during production, storage and transport,” said Ms Schoder.

The researchers found Listeria monocytogenes in two cheese products: one from France and one from the Netherlands.

The fecal bacteria Escherichia coli was found in 32 products. It indicates poor conditions of hygiene during production. Salmonella were not found in any of the cheese samples.

“Some of the producers apparently have shortcomings in terms of hygiene,” said first author Ms Schoder. “Furthermore, when making online purchases, I recommend consumers to check if a product is adequately packaged and cooled when it arrives.”

The shipping period of the online products was between one and five days.

“Cheese must be cooled,” Ms Schoder stressed. But this was not the case with 61.5 per cent of the raw milk products purchased.

“If raw milk cheese is not cooled, bacteria will grow more quickly. A longer transport journey and improper packaging increase the risk for consumers.”

Only 19 cheeses fulfilled the EU labelling requirements (Directive 2000/13/EC and Regulation 853/2004). Of the cheeses purchased, 37 were not labelled as “raw milk cheese” and 43 labels had no “use by date”. Information on storage requirements was missing in more than half of the cheeses.

 

Can you cope? On-line reviews

Last May, it was reported that 195 of the 580 people served Easter Brunch at Luciano’s Cotton Club in Worcester, Mass. were struck by norovirus contracted from a sick employee, and the incident was chronicled on Yelp and a food safety site called barfblog.com.

“I would really drive home the point that they had a problem, investigated to determine what it is, and outlined a plan for what we’re going to do from now on,” said Gregory Charland, founder and chief executive officer of Charland Technology, a Hubbardston-based company offering a wide range of technology services. “Organizations should use problems like that to really do some soul searching and figure out how and why this happened. The overriding concept to underline is that they are never going to have their name in the news about this again.”

(Hint, and it’s in the blog post: don’t let sick employees work, even at an Easter buffet).

Alex Barbosa, the restaurant’s manager, declined comment.

That’s one anecdote in a story about on-line reviewing, which some love and some hate.

Alec Lopez dislikes consumer-driven review websites like Yelp, TripAdvisor and UrbanSpoon.

The owner of Armsby Abey in Worcester, Mass. said, “I don’t read reviews often,” Mr. Lopez said. “I hate Yelp because it’s an unanswered forum for people to bitch. I feel like it’s a green light to voice your opinion without consequences.”

Worcester native Andrew Chandler, a 29-year-old medical student at the University of Massachusetts Medical School, had an unpleasant dining experience at Armsby Abbey, and chronicled it on Yelp.

“I was really sad to have done it, but I think that when a place isn’t responsive or accommodating, people should know about it. I was hoping Armsby Abbey would read it and respond. I think it goes a long way if a manager explains what the circumstances were, and how they’ll prevent the problem from happening again. Today, online reviews can make or break a customer’s decision.”

In September, Harvard Business School professor Michael Luca released research that found a one-star rating increase on Yelp directly led to a 5 percent to 9 percent boost in revenue for independent restaurants, with comparable projections for independents in other industries. Despite the growing influence of Yelp and similar websites, business owners like Mr. Lopez continue to ignore — or worse, incorrectly address — negative feedback when it comes in the form of an online review.

With 61 million monthly visitors and 22 million reviews online by the end of the third quarter last year, Yelp is the most popular online review destination for everything from dentists to dieticians. Yelp’s popularity is proof that consumers trust reviews written by the average Joe, and enjoy contributing their own 2 cents.

Wilson Wang, chef and owner of Baba Sushi in Worcester, said he checks online reviews of his restaurant “all the time,” monitoring what diners like — and don’t like.

Mr. Wang, whose customers’ reviews currently rank Baba Sushi 4.5 out of 5 stars on Yelp.com, said he doesn’t respond personally to people’s comments but rather sees such reviews “as a mirror” to reveal what could be done better. “We are on the high level and we are really proud,” he said last week.

Yelp and websites like it open the door for independent businesses with limited marketing budgets, giving them an opportunity to advertise through old-fashioned word of mouth in a high-tech world. They offer a safety net to consumers who, with a few keystrokes, can be reassured that trying something new — rather than falling back on the reliability of a chain — won’t be a waste of their money.

“Every time I’ve given a negative review and gotten some sort of constructive, non-judgmental response, I’ve made it a point to go back to whatever business it was and give them a clean slate,” said Amy Jamieson, a 42-year-old Yelp user and homemaker from Worcester. “If they’re willing to try again, so am I.”