Improving the delivery of student services can deliver high returns in better retention, improving financial stability and increasing student satisfaction with their overall school experience.
Student service delivery covers a gamut of needs and types of interactions. A successful service may only touch a small number of users or involve every student on campus.
CRi is an ideal research tool for studying student service delivery interactions where large number of students are involved and feedback is desired from as many respondents as possible. As in all CRi research, the end result of the research is a set of prioritized actionable recommendations to improve student satisfaction with the service studied.
Because CRi is web based, it can cost-effectively and quickly collect detailed feedback about a student service process from groups ranging in size from 1,000 to 100,000 with no impact on cost.
Recent mandates
> Improve online course registration system
Responding to serious student criticism, CRi examined functionality, ease of use and presentation/navigation of undergraduate online course registration system surveying 9,000 currently enrolled students and 3,000 students enrolling for the first time. CRi’s prioritized practical recommendations lead to immediate improvements that sharply reduced the steep learning curves and overall dissatisfaction reported by student users.
> Increase participation in international student exchanges
Many universities are moving to encourage a greater number of students to study on exchanges as part of their strategic plan to take on a wider role as international universities. For a client in a hurry to improve participation rates, CRi recently created an “instant tracking study” by surveying three student populations simultaneously – those waiting to go on an international exchange, those currently away at another university and those who have returned in the last four years. The study identified the most valuable student learnings from exchanges and students’ preferred information channels and messaging.
> Improve service delivery at service windows and an online portal
CRi surveyed 35,000 graduates and undergraduates as well as 100+ staff directly or indirectly involved in service delivery to identify and prioritize needed improvements in student service delivery. The survey also measured student usage and satisfaction with each service and delivery channel and compared student perceptions to those of the actual staff. The results helped the university evaluate the demand for additional online services and helped support the university’s effort to shift service delivery from a ‘command and control’ approach to a more ‘student-facing’ culture.
> Gauge price elasticity and demand for new residence space
CRi recently helped a university assess market demand and price sensitivity to a wide range of residence amenities and distances from campus to provide basic information for successful Private-Public Partnerships around the creation of new student residences. The study was able to prioritize features desired by a potential market of 7,000 students according to their demographic characteristics.
> Gauge price elasticity and demand for new food service facilities
The study of all students, faculty and support staff assessed market demand and price sensitivity to a wide range of menu choices and pricing strategies to determine the best mix of menu, price and delivery platform for a major urban university.
> Increase participation at a major campus athletic + cultural facility
To increase student participation at a major cultural and athletic facility as part of a campaign to support retention efforts, CRi surveyed 50,000+ potential users of a campus athletic and cultural facility. The results prioritized ways to improve service delivery, leading to greater participation and a stronger sense of belonging to the university community.
