Noel-Levitz Utilizing Satisfaction Data for Retention Webinar Slides
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Noel-Levitz Utilizing Satisfaction Data for Retention Webinar Slides

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In an era of accountability and a growing emphasis on college completion, successful campuses are using data to drive their retention planning and strategy development. Student satisfaction data plays ...

In an era of accountability and a growing emphasis on college completion, successful campuses are using data to drive their retention planning and strategy development. Student satisfaction data plays a key role in retention planning efforts at colleges and universities across the country. What are the best approaches for using these types of data to improve student retention? This presentation will feature four suggestions for using student satisfaction data with an emphasis on improving retention. We will also identify several top issues facing schools and provide suggestions for improving satisfaction in these areas. As a result of participating in this session, individuals will be able to identify clear next steps on how to use their own institution’s satisfaction data to improve student success.

Speaker: Julie Bryant, Associate Vice President for Retention Solutions, Noel-Levitz

Julie L. Bryant, Associate Vice President of Retention Solutions at Noel-Levitz, works directly with colleges and universities throughout North America in the area of satisfaction assessment. She is responsible for client service to more than 2,000 institutions using the Noel-Levitz family of satisfaction-priorities assessment instruments.

Who Should Attend: Student Affairs, Academic Affairs, Student Services, and Institutional Research Officers

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Noel-Levitz Utilizing Satisfaction Data for Retention Webinar Slides Presentation Transcript

  • 1. Using Satisfaction Data for Retention /Salesforce.comFoundation @SFDCFoundation January 29, 2014
  • 2. % 1 Time • Equity • Product 530,000+ Hours Service $53M+ 20,000 Grants Non-profit organizations
  • 3. Become A Connected Campus: Connect With Your Students in a Whole New Way Connected Faculty/Staff Connected Careers Connected Alumni Connected Students Connected Devices
  • 4. Featured Presenters Sandra Sanvido Director, HE Marketing Salesforce.com Foundation Julie Bryant Associate VP, Retention Services Noel-Levitz
  • 5. Utilizing Satisfaction Data for Retention Julie Bryant Associate Vice President for Retention Solutions All material in this presentation, including text and images, is the property of Noel-Levitz, Inc. Permission is required to reproduce information.
  • 6. Noel-Levitz by the Numbers 2,800 partners 1,000 served 350,000 visits to annually served www.noellevitz.com 40 years annually of service Noel-Levitz 1,500 institutions participate in Noel-Levitz conferences 800-900 downloads 600+ years of per week 130 full-time staff & experience 60+ part-time consultants
  • 7. What are the components of retention?
  • 8. Retention puzzle
  • 9. A key institutional assessment is student satisfaction
  • 10. Gathering data is an important way to understand the current situation on campus.
  • 11. Three primary purposes for satisfaction assessment Retention Strategic Planning Accreditation
  • 12. The link between student satisfaction and retention 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.
  • 13. www.noellevitz.com/retentionlink
  • 14. 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).
  • 15. Definition of satisfaction “When expectations are met or exceeded by the student’s perception of the campus reality.” Schreiner & Juillerat, 1994
  • 16. Matrix for prioritizing action Very Important Very Dissatisfied Very Satisfied Very Unimportant Copyright Noel-Levitz
  • 17. Create a culture of Continuous Quality Improvement
  • 18. Using Satisfaction Data with a Retention Emphasis
  • 19. #1 – Impacting Retention: Focus on campus climate items
  • 20. 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
  • 21. Commitment to customer service Reduce campus run-around Communicate value
  • 22. #2 – Impacting Retention: Celebrate strengths
  • 23. Celebrate and build on your strengths
  • 24. Know what you are doing well and keep doing it
  • 25. Identify how you compare with institutions nationally
  • 26. #3 – Impacting Retention: Improve items students care about
  • 27. How can you address your challenges? Three ways . . . “Just do its” Future–strategic plan Change perceptions through communication
  • 28. #4 – Impacting Retention: Communicate regarding changes made
  • 29. The power of the data comes when you USE it and COMMUNICATE around it! Communicate Receive Gather Prepa Change re
  • 30. Communicate with leadership, faculty, staff, students, alumni and parents
  • 31. Establish a communication plan
  • 32. 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
  • 33. Communication one size does NOT fit all!
  • 34. Systematic assessment cycle Inform the campus how you responded Respond to the data with initiatives Survey your students Review and share your results
  • 35. Pyramid for campus improvement Tell what you have done Take action Brainstorm action plan Clarify the data The foundation: Gather data
  • 36. Three issues that campuses are facing nationally
  • 37. #3: Seldom get the “run-around” here Seldom get the “run-around” here Photo slide example
  • 38. I seldom get the “run-around” on campus Satisfied or very satisfied 80% 70% 60% 50% 44% 40% 50% 50% Community colleges Career and private schools 39% 30% 20% 10% 0% Four-year privates Four-year publics 2013 Noel-Levitz National Student Satisfaction and Priorities Results
  • 39. Run-around is not just physically around campus, it can apply to policies and procedures in general
  • 40. Examine phone and Web run-around issues
  • 41. Create a “student central” to handle all types of inquiries
  • 42. FacultyPhoto slide example provide timely feedback
  • 43. Faculty provide timely feedback about my progress in a course Satisfied or very satisfied 80% 70% 60% 50% 50% 59% 54% 46% 40% 30% 20% 10% 0% Four-year privates Four-year publics Community colleges Career and private schools 2013 Noel-Levitz National Student Satisfaction and Priorities Results
  • 44. Gather more information •  What examples can student provide? •  More an issue by class level or within particular programs on campus? Communication Feedback
  • 45. Have faculty establish realistic Photo slide example expectations for response times
  • 46. Are there quizzes early in the term so students can see if they are on track?
  • 47. Discuss during faculty in-service sessions
  • 48. Timely feedback may also be about getting students to graduate within reasonable timeframes
  • 49. Tuition paid is a worthwhile investment Photo slide example
  • 50. Tuition paid is a worthwhile investment Satisfied or very satisfied 80% 69% 70% 59% 60% 50% 51% 44% 40% 30% 20% 10% 0% Four-year privates Four-year publics Community colleges Career and private schools 2013 Noel-Levitz National Student Satisfaction and Priorities Results
  • 51. The media’s influence on tuition perception
  • 52. If students don’t perceive value, they may be more likely to leave your institution
  • 53. Highlight what students receive for their Photo they example tuition dollars whileslideare enrolled
  • 54. Share success stories of your alumni with your students and their parents
  • 55. Communicate the value of their education at key enrollment times •  When students enroll •  When they are registering for classes •  When tuition is due
  • 56. Treat students (and parents) well during interactions
  • 57. Clearly link to financial literacy and financial support information on your Web site
  • 58. “Affordability” may be relative Photo slide example
  • 59. Strong relationships can help you to know when tuition is an issue
  • 60. Closing thoughts
  • 61. Survey your own students
  • 62. Satisfaction assessment is DONE not a once and done activity
  • 63. Your approach should be systematic
  • 64. Just conducting the assessment is not enough
  • 65. By taking action. . . Photo slide example
  • 66. And telling the By taking action. . . campus what actions Photo slide example have been taken...
  • 67. You will be able to impact retention!
  • 68. Improved Improved Campus = Satisfaction Experience Improved = Institution and Student Success
  • 69. Continue to get current updates http:/blog.noellevitz.com Sign up for the Noel-Levitz Blog Follow me on Twitter twitter.com/JulieBryantNL www.noellevitz.com/SSI Learn more about the satisfaction survey options
  • 70. Questions
  • 71. “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 1/29/14 72