I thinks many schools use surveys.
My school survey's and this has a big impact on our whole business.
Cynthia, Customer feedback can be extremely helpful. What can you do to implement a survey?
Elizabeth Wheeler
I think it is important to use feedback, at my campus they are constantly fussing over how to answer the phone. I think the staff greets the customers professionally, friendly and are helpful to the customer. However, I feel management assumes that is not the case, but with no feedback they are making changes, I feel the changes only leave the customer a negative experience.
I really like the survey customer strategy. I will implement this strategy with my students finishing up their program this July. I believe it will allow our admission department to understand our students likes or dislikes so we can better serve them.
David, Surveys can really be beneficial. Am I correct in understanding you will be using the information gathered from them in trainings and follow-up?
Dr. Jean Norris
I think that our school allows for students to complete surveys regarding their experiences here as students, however, I am not sure of this. I plan to follow up on this, and possibly try to develop such a survey if one has not been developed already.
Obtaining feedback from customers via surveys and training / follow up.
Paul, Well said. How does your institution use the results from the survey, specifically?
Dr. Jean Norris
Julie, Great! How do you think these will help serve your students?
Dr. Jean Norris
An End Of Course survey is given every 3 weeks. I know this is an important management tool because you can't manage what you can't measure.
We have updated our student board with information regarding local health care services, child care services, part time job openings and things of that nature.
Julie, What a great insight! It's nice that you are able to get to know your students well. What can you do to ensure the right steps are taken to provide more counseling services to your students?
Dr. Jean Norris
We use surveys to determine staff effectiveness as one method of evaluation. We are a small school and have the ability to know our students well. We can look at student and know if they are bothered by something or having a good day. To improve services offered, I would suggest offering more counseling services to our students, and enabling them to gain a better understanding of customer service.
Michael, It sounds like you have a lot of avenues for customer feedback. How is all this information used?
Dr. Jean Norris
Richard, That sounds like a great service plan. If it was successful, how can you implement this again?
Dr. Jean Norris
My school does survevys every three weeks. The student also has the opportunity to go on line and do a survey when ever they want be it good or bad. We then get feedback through our leaders how we are doing.
We use to have a program here called SSI. (Student Success Instructor) It was based on targeting troubled students from the instructor level were we checked on students that had large amounts of time missed or acting out in class. We the instructors will generally have students open up to us about their life challenges. From this stand point the instruct would walk the student over to the correct department to aid the student to be successful. The instructors here still try to do this but in the pass we had dedicated instructors that did this on a daily basis.
Chad, Well said! Excellent point, honesty truly is the best policy (and the most compliant one)!
Dr. Jean Norris
Always be honest with customers!!! It seems simple enough yet I here the horror stories all the time about how people get taken advantage of by someone trying to make all the money in one fell swoop. The same holds true with our students. Don't B.S. them, they'll find out the truth and then the will never trust you again. Is that the kind of relationships we should be building? BE HONEST. If you don't have an answer, say so, then help them find the answer they are trying to get. It will help build the "customer" relationship and they will be quick to find you again if they have an issue.
