noel-levitz utilizing satisfaction data for retention webinar slides
DESCRIPTION
In an era of accountability and a growing emphasis on college completion, successful campuses are using data to drive their retention planning and strategy development. Student satisfaction data plays a key role in retention planning efforts at colleges and universities across the country. What are the best approaches for using these types of data to improve student retention? This presentation will feature four suggestions for using student satisfaction data with an emphasis on improving retention. We will also identify several top issues facing schools and provide suggestions for improving satisfaction in these areas. As a result of participating in this session, individuals will be able to identify clear next steps on how to use their own institution’s satisfaction data to improve student success. Speaker: Julie Bryant, Associate Vice President for Retention Solutions, Noel-Levitz Julie L. Bryant, Associate Vice President of Retention Solutions at Noel-Levitz, works directly with colleges and universities throughout North America in the area of satisfaction assessment. She is responsible for client service to more than 2,000 institutions using the Noel-Levitz family of satisfaction-priorities assessment instruments. Who Should Attend: Student Affairs, Academic Affairs, Student Services, and Institutional Research OfficersTRANSCRIPT
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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
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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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