In my previous blog, I talked about the concepts of retention and satisfaction and how it is really about creating loyal customers by serving them well, understanding what can be done better, and responding as appropriate. Conducting regular assessments of student satisfaction is part of this process, and I have six critical steps to help you successfully implement this assessment process and utilize the data you gather.
Step One: Set expectations from your top leadership that student feedback is valued.
When you first inform your campus community that you will be conducting a satisfaction assessment, have the message come from your president or your top leadership. This will show the value of this assessment across the campus, rather than making it seem like a task that needs to be checked off a list for institutional research or accreditation purposes. Have your leadership communicate that the student voice is important in your decision making and that having students complete a satisfaction survey is a way to examine student opinion and perspective in a quantifiable way, rather than relying on hearsay or random comments. Be sure this message is shared with faculty and staff as well as the students themselves before they are asked to complete the survey. It is a great way to potentially increase your response rates.