Leo Appleton, Liverpool John Moores University

Measuring satisfaction with student administration – a

converged services approach

Background to L&SS

• Library Services + Computing Services

• Student Administration (Enrolment, Registration, Coursework submission, Student finance, Bursaries, Student Loans)

• Programme Administration (Progression advice, Module advice, Examination)

• Access to Welfare and Advice

• Access to Careers and Employability

Key issues

Change Management

StrategicPlanning

Service Standards

Values and Behaviours Quality

Quality Assurance Measures

• How do we measure what we are doing in this new service?

• What do the students want from us?• How do we know whether we are doing well?• How do we know if our students are satisfied?• Let’s start with what we count?• What do we count?

What did we measure and count?• Headcounts• Gatecounts• SCONUL Returns• Annual Statistics• LibQUAL• Feedback and Comments

scheme• Boards of Study• NSS feedback and

comments

Library and IT Support

• Enrolments• Registrations• HESA Returns• Number of coursework

submissions• Speed of enrolment• Speed of coursework

processing• Enrolment survey• Boards of Study• Programme Boards

Student Administration and Finance

• Matrix assessment• Number of appointments• Number of referrals• Retention numbers• NSS feedback and

comments• Graduate destinations

Welfare and Careers

What do you count?

Why?•What is it contributing to?•How do we join things up?•How do individual service areas feed into an institutional development plan?•Who do we benchmark against?•Where are the common standards?•Where are the common service levels?•Where are the common values?

Justifying the impact and value

How do we know if what we are doing and what we are providing is successful?

Impact and Satisfaction

• How do you know whether your customers are satisfied?

• How do you know whether what you do has an impact?

Impact or Satisfaction?

• “There is a tendency to confuse impact with customer/student satisfaction. Customer satisfaction focuses on measuring whether or not student like or are happy with the educational experience and services they receive”

Impact or Satisfaction?

• “...Impact, however, is aimed at measuring whether or not the educational experience is making any difference to what they do” (AMOSHE Value and Impact Tool Kit)

• What therefore is our scope?

Need to do something different?

Massive increase in customer satisfaction – driven by changes in

management behaviours

Added value of staff and measuring the impact of the

customer at the moment of truth!

Measure student satisfaction at key moments of truth

Enrolment InductionInformation skills Study supportStaff support Assessment

Measures of performance and satisfaction for 2010-11

Quality Framework – Enrolment

Numbers•No. of fastrack enrolments•No. of online enrolments•No. of successful enrolments for returning

students

KPIs•Time taken to enrol•% of new starters successfully completing

fastrack enrolment•% of successful online enrolments•% of students satisfied with enrolment

Feedback•Bespoke enrolment satisfaction surveys

•Fastrack•Non-Fastrack•Returning students•Anomalies

Quality Framework – Induction

Numbers•No. of Induction sessions•No. of students eligible for induction

KPIs•% of eligible students receiving induction•% of students satisfied with induction

Feedback•Standard pro-forma to be completed at each

induction sessions (e.g. which students, how many, etc)

•Induction survey to be completed by all students at induction to measure satisfaction with induction, perceived usefulness of induction

Quality Framework – Information Literacy

Numbers•Number of info skills sessions•Number of students eligible for info skills

KPIs•% of eligible students receiving info skills•% of students satisfied with info skills•Correlation with LMS/e-resource usage

Feedback•Induction survey to be completed by all students

at induction to measure satisfaction with induction, perceived usefulness of induction

•Comments in LibQUAL

Quality Framework – Study Support

Numbers•Number of different types of enquiry•Number of book loans•Number of Downloads•LMF spend per student•Time taken for re-shelving•Time taken for document delivery

KPIs•Enquiry by student/type•Loans per student•Correlation with LMS/e-resource usage•Downloads per student•% of students satisfied with enquiry service

Feedback•Exit survey at key times in the year to measure

satisfaction with enquiry services•Feedback and comments in LibQUAL and NSS

Quality Framework – Staff Support

Numbers•Number of different types of enquiry•Number of appointments made / attended•Time taken to respond to enquiries and

referrals

KPIs•% of appointments attended•% of enquiries responded to within target

time•% of students satisfied with enquiry

services

Feedback•Feedback and comments on staff support within

NSS, Mirror survey, Comments scheme and LibQUAL

•Periodic enquiry satisfaction surveys•Student Finance online transaction survey

Quality Framework – Assessment

Numbers•Number of coursework submissions•Times taken to get to School Offices

KPIs•No of pieces of coursework processed

within agreed service standard - % satisfaction rate

•% of coursework arriving at School within standard time frame

Feedback•School office satisfaction survey •Student satisfaction with whole service

Results – EnrolmentNumbers KPIs Feedback

1,265 students were satisfied or very satisfied with the information they received

100% of students satisfied

“Quick and easy”“Friendly, helpful staff”

86 students (8%) were dissatisfied with the whole enrolment process

0% dissatisfaction

“Staff were unsure”“Got sent to the wrong place”

1,017 students perceived a 10 minute or under wait

100% less than 10 minutes

“Quick and easy”

238 students perceived a wait of between 10 and 30 minutes

100% less than 10 minutes

“Too long spent queuing”

25 students perceived a wait of 30 minutes plus

100% less than 10 minutes

“International students seem to get treated unfairly”

50 % of students stated that enrolment exceeded expectations

?? “Service was much better and quicker than expected”

Results – SupportNumbers KPIs Feedback

53% of enquiries at the Transaction Desk, 30% at the Hub, 8% at the Finance Office

100% “Went to the Hub and was then sent to the Transaction Desk”

92% of customers satisfied with time taken to answer enquiry (8% dissatisfied)

100% “Lovely staff and always helpful”“Always get a prompt response”

86% of customers satisfied with the information they received (14% dissatisfied)

100% “The member of staff was rude and did not answer my enquiry”

92% of online enquiries referred to and answered within 24 hours

100%

89% of telephone enquiries referred answered within 24 hours

100%

What now?

Collate, analyse, report back on data from QAF

AMOSSHE Value and Impact Tool Kit

Staff understanding of Values driven Quality Assurance

Commitment to quality improvement and continual responsiveness approach to student feedback and

satisfaction

Numbers? KPIs?

• Can you think of anything different you might do with your numbers?

• Do you need to start measuring different things using different methods?

• Actions?

Thank You

• Leo Appleton, Associate Director, Library and Student Support, Liverpool John Moores University.

• l.appleton1@ljmu.ac.uk

• Appleton, L., (2010) ‘Living through super-convergence: creating Library and Student Support at Liverpool John Moores University, SCONUL Focus, 49, pp. 67-70

• Appleton, L., (2011) ‘Super-convergence. Liverpool John Moores University, 7th October 2010, SCONUL Focus, 51, pp. 85-89