Professor Peter Slee of the University of Huddersfield examines students of the future, customer satisfaction, what influences student choice and student expectations in this Hobsons University London presentation.
Why Students Need to Spend Less Time Moaning and More Time Studying
1. Students of the Future
Why Students Need to
Spend Less Time Moaning
and More Time Studying
Prof. Peter Slee
28 February 2012
2. Students of the Future
• Universities provide good service
• Cuddling is better than KIS and tell
• Engagement is a two way process
Prof. Peter Slee
28 February 2012
3. Customer Satisfaction
• NSS average 82%
• UK CSI average 77%
• Services 80%
• Retail 80%
• Cars 78%
• Local Public Services 75%
• Utilities 72%
Prof. Peter Slee
28 February 2012
4. Customer Satisfaction
NSS vs JD Power
Score %Distribution Uni % Distribution Cars
90% 2 0
81-89% 43 36
80% 35 14
71-79% 33 58
70% 3 0
Prof. Peter Slee
28 February 2012
5. Customer Satisfaction
Would you recommend the University to others thinking of applying here?
(Domestic students)
Huddersfield UKSB
SB (42197)
(1698) (26343)
44% I would actively encourage people to apply 39% 43%
43% If asked, I would encourage people to apply 43% 41%
10% I would neither encourage nor discourage people to apply 14% 13%
2% If asked, I would discourage people from applying 3% 3%
1% I would actively discourage people from applying 1% 1%
Prof. Peter Slee
28 February 2012
6. What influences student choice?
RESPONSE DESTINATION APPLICATION EXPECTATIONS ARRIVAL LEARNING LIVING SUPPORT APPENDIX
Which was the most important factor in helping you to choose your institution?
(Domestic students)
Institution visit
Prospectus
Parents
Teacher/tutor
Staff at a presentation
Institution website
Current students
Huddersfield (576)
Friends
UKSB (11861)
Staff at fair
Alumni
Employer
Careers advisor
League tables
Social Networking site (e.g. Orkut, Bebo, Facebook etc)
Prof. Peter Slee
0% 5% 10% 15% 20% 25% 30% 35% 40%
28 February 2012