How to measure the student experience in order to improve outcomes

Improving outcomes for students is at the forefront of student services team agendas. Outcomes can be greatly improved by ensuring the student experience offers the greatest opportunity to focus on studies and access resources, creating an environment where they can grow and develop as students. However, how students are feeling, how they rate services, and the support they receive can be difficult to quantify.

How to actively monitor the student experience

Monitoring experience, in real time, can provide valuable insight into the pain points students encounter. The information gained which can be used to improve services and report on progress to university boards. But, in an environment plagued with survey fatigue, any successful student feedback programme needs to be spontaneous in order to capture this vital information.


“As responses are collected and analysed in real time,
service managers are far better placed to react to feedback quickly.”
University of Exeter

Real-time pulse surveys

The aim of pulse surveys is for the student to leave impulse feedback, almost without even realising they have done it. You can achieve this this by keeping surveys short, interactive and focussed. We find in-the-moment surveys with 3 -5 questions have the best completion rates… any longer than that and your hub visitor can lose motivation. Students answer the short survey at interactive feedback kiosks during dwell time at the hub or before leaving, taking only a moment out of their day.

Student-experience-team-at-UniversityStudents at University student services hub.


How to use feedback data to improve the student experience

1. You said we did

Encourage feedback by showing students how previous feedback has been used. “You Said We Did” boards are great for evidencing you listen to what they have to say and take their views seriously.

 2. Share it

In order to be useful your feedback must be shared with the teams that can take ownership to act on it. Follow up on the actions to make sure they are given proper consideration and plans put in process.

 3. Keep it targeted

The best feedback is clear in its approach. When writing your survey know what you want to achieve. There is little point asking for feedback on things you are unable to change, but if you do ask and things do not improve you could put future feedback projects at risk.

4. Start broad and home in

Consider your feedback as an ongoing journey rather than a single project with a defined start and end. Make the surveys short and then home in on aspects with subsequent surveys. Want to discover what the biggest pain points to students are right now? Create a quick rating question about different services can help you benchmark and highlight areas of concern. Or, maybe you’d like to focus on how the accommodation services are performing, then 3 short questions to visitors to your student services hub can give you that targeted feedback.


Essential resources to make the most from student feedback

ViewPoint student feedback solutions help universities to develop monitoring programmes that enable them to understand and make improvements that enhance the student experience. Contact us to understand how an interactive feedback kiosk solution can be implemented into your student services hub.

About author

Written by Claire Moseley

Claire is part of the marketing team here at ViewPoint

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