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@SFDCFoundation
/Salesforce.comFoundation
@SFDCFoundation
/Salesforce.comFoundation
Using Satisfaction Data for Retention
January 29, 2014
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1% Time • Equity •
Product
530,000+ Hours Service
20,000 Non-profit
organizations
$53M+ Grants
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Become A Connected Campus: Connect With Your Students in a Whole New Way
Connected Faculty/Staff
Connected Careers
Connected Alumni
Connected Devices
Connected Students
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Featured Presenters
Sandra Sanvido Director, HE Marketing
Salesforce.com Foundation
Julie Bryant Associate VP, Retention Services
Noel-Levitz
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All material in this presentation, including text and images, is the property of Noel-Levitz, Inc. Permission is required to reproduce information.
Utilizing Satisfaction Data for Retention
Julie Bryant Associate Vice President for Retention Solutions
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Noel-Levitz by the Numbers
1,000 served annually
2,800 partners served 350,000 visits to
www.noellevitz.com annually
40 years of service
1,500 institutions participate in Noel-Levitz conferences
130 full-time staff & 60+ part-time consultants
600+ years of experience
800-900 downloads per week
Noel-Levitz
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What are the components of retention?
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Retention puzzle
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A key institutional assessment is student satisfaction
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Gathering data is an important way to understand the current situation on campus.
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Retention
Accreditation Strategic Planning
Three primary purposes for satisfaction assessment
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We know from the research that there is a link between student satisfaction and retention at four-year institutions and we are currently conducting a study to better understand the link at two-year institutions.
The link between student satisfaction and retention
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www.noellevitz.com/retentionlink
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Linking Student Satisfaction and Retention
Variation in Retention
Institutional Features 1-4% Demographic Characteristics 3-4% Student Satisfaction 17% Unknown 75%
Schreiner, Laurie. Linking Student Satisfaction and Retention, Noel-Levitz (2009).
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Definition of satisfaction
“When expectations are met or exceeded
by the student’s perception of the campus
reality.”
Schreiner & Juillerat, 1994
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Very Important
Very Satisfied
Very Unimportant
Very Dissatisfied
Matrix for prioritizing action
Copyright Noel-Levitz
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Create a culture of Continuous Quality
Improvement
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Using Satisfaction Data with a Retention Emphasis
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#1 – Impacting Retention: Focus on campus climate items
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Institution showing concern for students as individuals
Enjoyable experience to be a student here
Institution has a good reputation within the community
There is a commitment to academic excellence
Campus staff are caring and helpful
Students feel welcome
Students feel safe and secure on campus
Seldom get the “run-around”
Tuition paid is a worthwhile investment
Campus climate items
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Commitment to customer
service
Communicate value
Reduce campus
run-around
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#2 – Impacting Retention: Celebrate strengths
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Celebrate and build on your strengths
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Know what you are doing well and keep doing it
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Identify how you compare with institutions nationally
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#3 – Impacting Retention: Improve items students care about
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“Just do its”
Future–strategic plan
Change perceptions through communication
How can you address your challenges?
Three ways . . .
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#4 – Impacting Retention: Communicate regarding changes made
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The power of the data
comes when you USE
it and COMMUNICATE
around it!
Communicate
Change Prepare
Gather
Receive
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Communicate with
leadership, faculty,
staff, students, alumni
and parents
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Establish a
communication plan
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Possible ways to communicate
• Presentations on campus to various groups; regular updates by your President
• Bite-sized chunks of information throughout the year • Through supervisory structures • Detailed Executive Summaries • Articles in various publications • Postings around campus • Postings on your Website • Snippets on Twitter or Facebook • Social portal such as Student
Community • Letters to parents
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Communication one size does
NOT fit all!
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Systematic assessment cycle
Inform the campus how you responded
Survey your students
Review and share your results
Respond to the data with initiatives
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Pyramid for campus improvement
The foundation: Gather data
Clarify the data
Brainstorm action plan
Take action
Tell what you have done
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Three issues that campuses are facing nationally
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Photo slide example #3: Seldom get the “run-around” here Seldom get the “run-around” here
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I seldom get the “run-around” on campus
44% 39%
50% 50%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Four-year privates
Four-year publics Community colleges
Career and private schools
Satisfied or very satisfied
2013 Noel-Levitz National Student Satisfaction and Priorities Results
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Run-around is not just
physically around campus,
it can apply to policies and
procedures in general
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Examine phone and Web run-around issues
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Create a “student central” to handle all types of inquiries
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Photo slide example Faculty provide timely feedback
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Faculty provide timely feedback about my progress in a course
50% 46%
54% 59%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Four-year privates
Four-year publics Community colleges
Career and private schools
Satisfied or very satisfied
2013 Noel-Levitz National Student Satisfaction and Priorities Results
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Gather more information
• What examples can student provide?
• More an issue by class level or within particular programs on campus?
Feedback
Communication
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Photo slide example Have faculty establish realistic
expectations for response times
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Are there quizzes early in
the term so students can
see if they are on track?
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Discuss during faculty in-service sessions
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Timely feedback may also be about getting students to graduate within reasonable timeframes
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Photo slide example Tuition paid is a worthwhile investment
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Tuition paid is a worthwhile investment
44% 51%
69%
59%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Four-year privates
Four-year publics Community colleges
Career and private schools
Satisfied or very satisfied
2013 Noel-Levitz National Student Satisfaction and Priorities Results
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The media’s influence on tuition perception
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If students don’t perceive value, they may be more likely to
leave your institution
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Photo slide example Highlight what students receive for their tuition dollars while they are enrolled
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Share success stories of your alumni with your students and
their parents
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Communicate the value of their education at key enrollment times
• When students enroll
• When they are registering for classes
• When tuition is due
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Treat students (and parents) well during interactions
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Clearly link to financial literacy and financial support information
on your Web site
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Photo slide example “Affordability” may be relative
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Strong relationships can help you to know when tuition is an issue
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Closing thoughts
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Survey your own students
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Satisfaction
assessment is
not a once and
done activity
DONE
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Your approach should be systematic
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Just conducting the assessment is not enough
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Photo slide example By taking action. . .
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Photo slide example By taking action. . . And telling the campus what actions have been taken...
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You will be able to impact retention!
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Improved Campus
Experience
Improved Satisfaction
Improved Institution and
Student Success = =
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http:/blog.noellevitz.com Sign up for the Noel-Levitz Blog
Follow me on Twitter twitter.com/JulieBryantNL
Continue to get current updates
www.noellevitz.com/SSI Learn more about the satisfaction
survey options
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Questions
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“Getting to Grad: A Focus On Student Success”
Webinar • Wed Feb 26 at 11:00 PST/2:00 EST • Presenters:
– Chase Schults of Western Governors University – Jim Gilbert of George Mason University
1/29/14 72
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