explore a 90% postive university website rating from future students & their parents

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Susquehanna University in 2010 and 2011 undertook a Customer Carewords survey of future students and their parents on to identify what was most liked and disliked. The results were extremely positive

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  • Bob Johnson Consulting, LLC*Explore a 90% Positive University Website Rating from Future Students & Their Parents Robert E. Johnson 2011ACT Enrollment Planners ConferenceChicago, ILJuly 20-22, 2011

    Bob Johnson Consulting, LLC

  • *Bob Johnson Consulting, LLC*Who is Bob Johnson, Ph.D.?www.bobjohnsonconsulting.comWebsite research partner w/Gerry McGovern at Customer Carewords, LtdYour Higher Education Marketing Newsletter 4,100 subscribers@highedmarketing 3,600 Twitter followersHigher Education Marketing blogSymposium for the Marketing of Higher Education chair, 1994 to 2003Ph.D. UMass Amherst political science

  • Major reason people go to a websiteComplete a taskBob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • Bob Johnson Consulting, LLC*6 key truths about task completionPeople are impatientPeople are impatientPeople are impatientPeople are impatientPeople are impatientPeople are impatient

    Bob Johnson Consulting, LLC

  • The Golden Rule5 seconds to connectBob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • Susquehanna University CCI Survey Responses in 2010 & 2011Future students 182 & 134 responsesParents 114 & 153 responsesBob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • *2010: Few negative votes in any area

  • 2011: Very similar results

  • 2011 vs.18 higher education results

  • Content areas in 2011

  • Social areas in 2011

  • Information Architecture areas in 2011

  • If there is one improvement you could make to our site, what is it and why would you make it?Bob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • 2010: From 109 future studentsBob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • Selected future student commentsCan't think of anything to change, on other college sites it's difficult to find the courses but here its easy, everything is simple to find.Make the majors and minors link on the Admissions page more prominent.It would be nice to see some of the things that each of the majors does in their programs.An area on the website where current students rate & describe their experiences with Susquehanna from all aspects of the school. Bob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • 2010: From 53 parents Bob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • Selected parent commentsIt is the best of all the colleges we have researched for our son this year, who will be coming as a freshman in the fall.Drop-down menus make navigating the website easier.One thing that should be easier to find in all web-sites -- is the student profile of the freshman classMore details on dates and information for accepted students Bob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • Exploring the websiteBob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • Starting with a Google searchAdmissions & Financial Aid is a first choice click pointSusquehanna is a selective college that prepares students for achievement, leadership and serviceBob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • If you start at the home pageBob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • First impression at Admissionshttp://www.susqu.edu/admissions/default.aspBob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • Lower on the admissions pageBob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • A mix of student storiesBob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • The Susquepedia featurehttp://www.susqu.edu/Susquepedia.htmBob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • Clean, if long, inquiry formhttp://www.susqu.edu/admissions/21880.aspBob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • My favorite inquiry formhttp://email.blueoxmailbox.com/content/28818/RequestMoreInfo.htmlBob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • Easy-to-scan list of majors, restrained use of top-page photoBob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • Consistent navigation at academic program pagesBob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • Scholarships, financial aidhttp://www.susqu.edu/admissions/FinancialAid.aspBob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • Campus visit detailshttp://www.susqu.edu/admissions/4640.aspBob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • Outcome stats by academic areahttp://www.susqu.edu/admissions/4066.aspBob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • Wrapping upStrong websites have marketing impact on future students and their parentsEasy access to consistent academic program informationContent is clearly presented, with high use of bullet points and sub-headsLanguage is for normal human beingsIf asked, visitors suggest improvements

    Bob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • Special thanks toPaul M. Novack, Jr.Director of Web CommunicationsSusquehanna University novack@susqu.edu

    Bob Johnson Consulting, LLC*

    Bob Johnson Consulting, LLC

  • Bob Johnson Consulting, LLC*Thank You! Bob Johnson, Ph.D. President Bob Johnson Consulting, LLC Marshall, MI 49068 248.766.6425 bob@bobjohnsonconsulting.com Customer Carewords Website Research www.bobjohnsonconsulting.com

    Bob Johnson Consulting, LLC

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