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LeoAppleton,LiverpoolJohnMooresUniversityMeasuringsatisfactionwithstudentadministration–aconvergedservicesapproachBackgroundtoL&SS•LibraryServices+ComputingServices•StudentAdministration(Enrolment,Registration,Courseworksubmission,Studentfinance,Bursaries,StudentLoans)•ProgrammeAdministration(Progressionadvice,Moduleadvice,Examination)•AccesstoWelfareandAdvice•AccesstoCareersandEmployabilityKeyissuesChangeManagementStrategicPlanningServiceStandardsValuesandBehavioursQualityQualityAssuranceMeasures•Howdowemeasurewhatwearedoinginthisnewservice?•Whatdothestudentswantfromus?•Howdoweknowwhetherwearedoingwell?•Howdoweknowifourstudentsaresatisfied?•Let’sstartwithwhatwecount?•Whatdowecount?Whatdidwemeasureandcount?•Headcounts•Gatecounts•SCONULReturns•AnnualStatistics•LibQUAL•FeedbackandCommentsscheme•BoardsofStudy•NSSfeedbackandcommentsLibraryandITSupport•Enrolments•Registrations•HESAReturns•Numberofcourseworksubmissions•Speedofenrolment•Speedofcourseworkprocessing•Enrolmentsurvey•BoardsofStudy•ProgrammeBoardsStudentAdministrationandFinance•Matrixassessment•Numberofappointments•Numberofreferrals•Retentionnumbers•NSSfeedbackandcomments•GraduatedestinationsWelfareandCareersWhatdoyoucount?Why?•Whatisitcontributingto?•Howdowejointhingsup?•Howdoindividualserviceareasfeedintoaninstitutionaldevelopmentplan?•Whodowebenchmarkagainst?•Wherearethecommonstandards?•Wherearethecommonservicelevels?•Wherearethecommonvalues?JustifyingtheimpactandvalueHowdoweknowifwhatwearedoingandwhatweareprovidingissuccessful?ImpactandSatisfaction•Howdoyouknowwhetheryourcustomersaresatisfied?•Howdoyouknowwhetherwhatyoudohasanimpact?ImpactorSatisfaction?•“Thereisatendencytoconfuseimpactwithcustomer/studentsatisfaction.Customersatisfactionfocusesonmeasuringwhetherornotstudentlikeorarehappywiththeeducationalexperienceandservicestheyreceive”ImpactorSatisfaction?•“...Impact,however,isaimedatmeasuringwhetherornottheeducationalexperienceismakinganydifferencetowhattheydo”(AMOSHEValueandImpactToolKit)•Whatthereforeisourscope?Needtodosomethingdifferent?Massiveincreaseincustomersatisfaction–drivenbychangesinmanagementbehavioursAddedvalueofstaffandmeasuringtheimpactofthecustomeratthemomentoftruth!MeasurestudentsatisfactionatkeymomentsoftruthEnrolmentInductionInformationskillsStudysupportStaffsupportAssessmentMeasuresofperformanceandsatisfactionfor2010-11QualityFramework–EnrolmentNumbers•No.offastrackenrolments•No.ofonlineenrolments•No.ofsuccessfulenrolmentsforreturningstudentsKPIs•Timetakentoenrol•%ofnewstarterssuccessfullycompletingfastrackenrolment•%ofsuccessfulonlineenrolments•%ofstudentssatisfiedwithenrolmentFeedback•Bespokeenrolmentsatisfactionsurveys•Fastrack•Non-Fastrack•Returningstudents•AnomaliesQualityFramework–InductionNumbers•No.ofInductionsessions•No.ofstudentseligibleforinductionKPIs•%ofeligiblestudentsreceivinginduction•%ofstudentssatisfiedwithinductionFeedback•Standardpro-formatobecompletedateachinductionsessions(e.g.whichstudents,howmany,etc)•Inductionsurveytobecompletedbyallstudentsatinductiontomeasuresatisfactionwithinduction,perceivedusefulnessofinductionQualityFramework–InformationLiteracyNumbers•Numberofinfoskillssessions•NumberofstudentseligibleforinfoskillsKPIs•%ofeligiblestudentsreceivinginfoskills•%ofstudentssatisfiedwithinfoskills•CorrelationwithLMS/e-resourceusageFeedback•Inductionsurveytobecompletedbyallstudentsatinductiontomeasuresatisfactionwithinduction,perceivedusefulnessofinduction•CommentsinLibQUALQualityFramework–StudySupportNumbers•Numberofdifferenttypesofenquiry•Numberofbookloans•NumberofDownloads•LMFspendperstudent•Timetakenforre-shelving•TimetakenfordocumentdeliveryKPIs•Enquirybystudent/type•Loansperstudent•CorrelationwithLMS/e-resourceusage•Downloadsperstudent•%ofstudentssatisfiedwithenquiryserviceFeedback•Exitsurveyatkeytimesintheyeartomeasuresatisfactionwithenquiryservices•FeedbackandcommentsinLibQUALandNSSQualityFramework–StaffSupportNumbers•Numberofdifferenttypesofenquiry•Numberofappointmentsmade/attended•TimetakentorespondtoenquiriesandreferralsKPIs•%ofappointmentsattended•%ofenquiriesrespondedtowithintargettime•%ofstudentssatisfiedwithenquiryservicesFeedback•FeedbackandcommentsonstaffsupportwithinNSS,Mirrorsurvey,CommentsschemeandLibQUAL•Periodicenquirysatisfactionsurveys•StudentFinanceonlinetransactionsurveyQualityFramework–AssessmentNumbers•Numberofcourseworksubmissions•TimestakentogettoSchoolOfficesKPIs•Noofpiecesofcourseworkprocessedwithinagreedservicestandard-%satisfactionrate•%ofcourseworkarrivingatSchoolwithinstandardtimeframeFeedback•Schoolofficesatisfactionsurvey•StudentsatisfactionwithwholeserviceResults–EnrolmentNumbersKPIsFeedback1,265studentsweresatisfiedorverysatisfiedwiththeinformationtheyreceived100%ofstudentssatisfied“Quickandeasy”“Friendly,helpfulstaff”86students(8%)weredissatisfiedwiththewholeenrolmentprocess0%dissatisfaction“Staffwereunsure”“Gotsenttothewrongplace”1,017studentsperceiveda10minuteorunderwait100%lessthan10minutes“Quickandeasy”238studentsperceivedawaitofbetween10and30minutes100%le