noel-levitz utilizing satisfaction data for retention webinar slides

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/Salesforce.comFoundation

@SFDCFoundation

/Salesforce.comFoundation

Using Satisfaction Data for Retention

January 29, 2014

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Julie Bryant Associate VP, Retention Services

Noel-Levitz

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Utilizing Satisfaction Data for Retention

Julie Bryant Associate Vice President for Retention Solutions

Noel-Levitz by the Numbers

1,000 served annually

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www.noellevitz.com annually

40 years of service

1,500 institutions participate in Noel-Levitz conferences

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Noel-Levitz

What are the components of retention?

Retention puzzle

A key institutional assessment is student satisfaction

Gathering data is an important way to understand the current situation on campus.

Retention

Accreditation Strategic Planning

Three primary purposes for satisfaction assessment

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

www.noellevitz.com/retentionlink

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).

Definition of satisfaction

“When expectations are met or exceeded

by the student’s perception of the campus

reality.”

Schreiner & Juillerat, 1994

Very Important

Very Satisfied

Very Unimportant

Very Dissatisfied

Matrix for prioritizing action

Copyright Noel-Levitz

Create a culture of Continuous Quality

Improvement

Using Satisfaction Data with a Retention Emphasis

#1 – Impacting Retention: Focus on campus climate items

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

Commitment to customer

service

Communicate value

Reduce campus

run-around

#2 – Impacting Retention: Celebrate strengths

Celebrate and build on your strengths

Know what you are doing well and keep doing it

Identify how you compare with institutions nationally

#3 – Impacting Retention: Improve items students care about

“Just do its”

Future–strategic plan

Change perceptions through communication

How can you address your challenges?

Three ways . . .

#4 – Impacting Retention: Communicate regarding changes made

The power of the data

comes when you USE

it and COMMUNICATE

around it!

Communicate

Change Prepare

Gather

Receive

Communicate with

leadership, faculty,

staff, students, alumni

and parents

Establish a

communication plan

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

Communication one size does

NOT fit all!

Systematic assessment cycle

Inform the campus how you responded

Survey your students

Review and share your results

Respond to the data with initiatives

Pyramid for campus improvement

The foundation: Gather data

Clarify the data

Brainstorm action plan

Take action

Tell what you have done

Three issues that campuses are facing nationally

Photo slide example #3: Seldom get the “run-around” here Seldom get the “run-around” here

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

Run-around is not just

physically around campus,

it can apply to policies and

procedures in general

Examine phone and Web run-around issues

Create a “student central” to handle all types of inquiries

Photo slide example Faculty provide timely feedback

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

Gather more information

•  What examples can student provide?

•  More an issue by class level or within particular programs on campus?

Feedback

Communication

Photo slide example Have faculty establish realistic

expectations for response times

Are there quizzes early in

the term so students can

see if they are on track?

Discuss during faculty in-service sessions

Timely feedback may also be about getting students to graduate within reasonable timeframes

Photo slide example Tuition paid is a worthwhile investment

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

The media’s influence on tuition perception

If students don’t perceive value, they may be more likely to

leave your institution

Photo slide example Highlight what students receive for their tuition dollars while they are enrolled

Share success stories of your alumni with your students and

their parents

Communicate the value of their education at key enrollment times

•  When students enroll

•  When they are registering for classes

•  When tuition is due

Treat students (and parents) well during interactions

Clearly link to financial literacy and financial support information

on your Web site

Photo slide example “Affordability” may be relative

Strong relationships can help you to know when tuition is an issue

Closing thoughts

Survey your own students

Satisfaction

assessment is

not a once and

done activity

DONE

Your approach should be systematic

Just conducting the assessment is not enough

Photo slide example By taking action. . .

Photo slide example By taking action. . . And telling the campus what actions have been taken...

You will be able to impact retention!

Improved Campus

Experience

Improved Satisfaction

Improved Institution and

Student Success = =

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Follow me on Twitter twitter.com/JulieBryantNL

Continue to get current updates

www.noellevitz.com/SSI Learn more about the satisfaction

survey options

Questions

“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

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