Back in May, we announced the launch of the second Student Experience Survey. The survey was completed and the results are finally in! We received a total of 1,325 responses from first-year students from all undergraduate faculties and a variety of backgrounds. Students provided a wide range of opinions, suggestions and experiences The Service Excellence team is now reviewing the survey responses and will present them to individual faculties and services in the fall. Until then, here are some of the highlights.
Improved mean scores
For virtually every question asked in both the 2014 and 2016 surveys, mean scores improved! The Overall Service Quality Index, which combines three scores—student experience, likelihood to recommend and overall quality—also increased, by 14%.
Overall positive impressions
Based on numerical scores, the majority of respondents reported an overall positive student experience. Scores were particularly high for the “likelihood to recommend the University,” suggesting that even students seemingly on the fence with overall opinions are content with their choice of institution. Many students had positive impressions of the services they received but still have a long way to go in discovering everything the University has to offer. As a result, increased communication efforts—particularly through email and social media—was recommended.
Other significant findings
- The quality of technology services received the highest performance scores and had the greatest influence on the ratings students gave. Finding innovative ways of incorporating technology into lectures is therefore essential to maintaining student satisfaction.
- A marked improvement over the past two years was observed for quality of food (18% improvement thanks to the success of our new dining hall!) and availability of on-campus housing, for which 40% of students rated a 9 or 10 out of 10.
- The highest rating of the entire survey was for “a feeling of safety on campus,” with a mean score of 8.3. Employees can take great pride in their efforts as leaders in promoting campus safety and are encouraged to continue the great work!
- Students placed a high importance on services aimed at facilitating their first few weeks on campus and on year-round student life. Students frequently thanked peer mentors, academic advisors and academic help centres, in particular, for their support and described them as “lifesavers” or “extremely helpful.” This is a reminder that the one-on-one interactions we have with students often have a lasting effect on the student experience.
Another survey aimed at first-year students will be carried out in 2018 in an effort to gauge the University’s progress as we strive for even greater improvements in the future. By sharing these results, the Service Excellence team hopes to inspire each faculty and service to continue using surveys to measure service excellence progress. This quick glance at the 2016 Student Experience Survey results revealed we’ve come a long way in the past two years. Keep up the great work!