Our school use the student surveys twice a year to evaluate the students concerns and overall satisfaction. However, if the student is having attendance problems or academic problems, they talk to their instructor or their program director. If necessary, they will then go to the DOE. If it is a personal problem they need help with, such as transportation issues, child care or other personal factors, they are sent to Student Services. In our orientations, the students are all told about our attendance policy, dress code, homework assignments and much more. Attendance is definately a big part of this.
Because our school is relatively new, we don't yet have all the systems in place that will allow resource crossover to make sure that student satisfaction is monitored.
I think the use of student satisfaction surveys at the end of each term is very beneficial. Currently we only use the teacher evaluation format which does not address all issues and sometimes provides a forum for students to put misplaced blame on the instructor for issues that need to be addressed in other ways: equipment outages, lack of student service resources, differences betweet what the current syllabus says and what the representative told the student would happen in each course, etc.
Our school uses the online portal instructor evaluations at the end of every term. Also we have a comment box set up that students can drop suggestions or comments in as the need arises. This and continued interaction with their instructors and admissions reps help bring their individual needs to the forefront.
Student Success Managers have a caseload of those students who are financially packaged with the school financing a portion of their loan as a bridgegap. We, as Student Success Managers, monitor these students, whose credit scores place them in a high-risk category, in three areas: financial in relation to their in-school payments; attendance; and academics. Our performance is evaluated by the Director of Education with regard to the number of students who are past due in payments; below 2.0 gpa and attendance falling below 80%. Their academic progress is the most closely monitored as we work with instructors to insure successful classroom participation, tutoring if needed and any other intervention procedures necessary. At this time we have 256 students between myself and one other manager. Students may attend the morning, mid-morning, afternoon, or evening sessions. There have been improvements in retention since we began this program in 9/08. With each ensuing month, we tend to see a lower % of our population versus the school attrition.
It is mandatory for the students to answer a detailed survey about the particular course they are finishing. The survey is not only about the course but also if the instructor delivered the information adequately.
Cynthia, do you find those daily contacts provide better information about the student's attitude than the surveys?
What responsibilities do the Student Success Managers have? How is their performance evaluated? How many students do they work with? Are the students in the same program, same section? Have you seen an improvement in retention since implementing this procedure?
My institution conducts a student survey at the end of each class term. Some of the questions that the students are asked are if their satisfied with the course and the courses instructors.
Our school Does take surveys at the end of each class yet the individuall teacher does this also on a daily basis by checking in with students through conversations had daily and through out the course..
Our institution has a multi-faceted program for assessing student expectations. Students are asked to complete surveys regarding thieir satisfaction at varous times during their program. Students must complete a course evaluation at the completion of each course they take. This monitors their satisfaction versus their expectations regarding course content and instructor. Student Success Managers in our college are directly responsible to insure that students are remaining satisfied with their program and students meet with their advisor monthly to determine their level of satisfaction and achievement in congruence with their expectations.
First of all they treat them with respect, no lies, no gimmicks, our focus is everyone is involve in the student happiness, we have a good communication between department. Also, most of the management,instructors, as well as the admission people have been in this school for a long time and that help a lot in student retention.
I agree. Wing. What does the school hope to accomplish with the surveys? Do you have any thoughts about how to accomplish this by another means?
They use a survery system at the end of every course and have made it mandatory for all students to complete. But we all know how well surveys work. Most often students just go through it to get it done.
Are you confident that you get go information when students complete the survey after the class? What is their motivation to be candid? How do you get information from the ones where a post-class survey is too late [the drop outs]?
It seems constant communication suggests getting information before the problem and/or while you can respond to issues.
It's great to hear about such good communication between admissions and education. Who manages the rep training program? How often does training happen?
To ensure student expectations are being met and students are satisfied we continually train our Admission Representatives to share with students what they will experience while in school. Our faculty work with the Admissions Department to share information about the program and classroom experience. We also do surveys to get additional feedback. Potential students are also able to tour the campus and school to see first hand the environment and students currently enrolled in the program.
Another thing that my school does in concern to expectations and satisfaction to to have students do surveys of the class at the end of the class to see what they liked and what we could improve on. Constant communication , with your customer, the student can help a business, school, reach all their goals.I think it is vital to understand who is the customer and who is the employee of that customer.
We give potential students a tour and walk them through the rooms and tell them what they will do in each room.At the end of the tour they get a rerun of what will be expected of them.
Thats a good question. Since we are still a new school, we are trying to align our admission staff with what we actually do in the classroom. This has proven to be challanging.
We do online surveys but I think we really need to do an exit interview with the grads as well.
What is the response rate for the graduate survey? Do you know of changes that have been made based on the results of those surveys?
