Using Satisfaction Data for
Retention

/Salesforce.comFoundation
@SFDCFoundation

January 29, 2014
%
1

Time • Equity •
Product

530,000+
Hours Service

$53M+

20,000

Grants

Non-profit
organizations
Become A Connected Campus:
Connect With Your Students in a Whole New Way
Connected
Faculty/Staff

Connected
Careers

Conne...
Featured Presenters

Sandra Sanvido
Director, HE Marketing
Salesforce.com Foundation

Julie Bryant
Associate VP, Retention...
Utilizing Satisfaction Data
for Retention
Julie Bryant
Associate Vice President for Retention Solutions

All material in t...
Noel-Levitz by the Numbers
2,800 partners 1,000 served
350,000 visits to
annually
served
www.noellevitz.com
40 years
annua...
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.
Three primary purposes for
satisfaction assessment

Retention

Strategic
Planning

Accreditation
The link between student
satisfaction and retention
We know from the research that there
is a link between student satisfa...
www.noellevitz.com/retentionlink
Linking Student Satisfaction and Retention
Variation in Retention

Institutional Features
1-4%
Demographic
Characteristics...
Definition of satisfaction
“When expectations are met or exceeded
by the student’s perception of the campus
reality.”
Schr...
Matrix for prioritizing action
Very
Important

Very
Dissatisfied

Very
Satisfied

Very
Unimportant
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
Campus climate items
Institution showing concern for students as individuals
Enjoyable experience to be a student here
Ins...
Commitment
to customer
service

Reduce
campus
run-around

Communicate
value
#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
How can you address your challenges?
Three ways . . .
“Just do its”
Future–strategic plan
Change perceptions
through commu...
#4 – Impacting Retention: Communicate
regarding changes made
The power of the data
comes when you USE
it and COMMUNICATE
around it!

Communicate
Receive
Gather
Prepa

Change
re
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...
Communication
one size does
NOT fit all!
Systematic assessment cycle
Inform the campus
how you responded

Respond to the data
with initiatives

Survey your
student...
Pyramid for campus improvement

Tell what you have done
Take action
Brainstorm action plan
Clarify the data
The foundation...
Three issues that campuses are
facing nationally
#3: Seldom get the “run-around” here
Seldom get the “run-around” here
Photo slide example
I seldom get the
“run-around” on campus
Satisfied or very satisfied
80%
70%
60%
50%

44%

40%

50%

50%

Community
college...
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
FacultyPhoto slide example
provide timely feedback
Faculty provide timely feedback about
my progress in a course
Satisfied or very satisfied
80%
70%
60%
50%

50%

59%

54%
4...
Gather more information
• 

What examples can student
provide?

• 

More an issue by class level or
within particular prog...
Have faculty establish realistic
Photo slide example
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
Tuition paid is a worthwhile investment
Photo slide example
Tuition paid is a worthwhile investment

Satisfied or very satisfied
80%

69%

70%

59%

60%
50%

51%
44%

40%
30%
20%
10%...
The media’s influence on tuition perception
If students don’t perceive value,
they may be more likely to
leave your institution
Highlight what students receive for their
Photo they example
tuition dollars whileslideare 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 ...
Treat students (and parents) well
during interactions
Clearly link to financial literacy
and financial support information
on your Web site
“Affordability” may be relative

Photo slide example
Strong relationships can
help you to know when
tuition is an issue
Closing thoughts
Survey your own students
Satisfaction
assessment is
DONE

not a once and
done activity
Your approach
should be systematic
Just conducting
the assessment is
not enough
By taking action. . .
Photo slide example
And telling the By taking action. . .
campus what actions
Photo slide example
have been taken...
You will be able to impact retention!
Improved
Improved
Campus = Satisfaction
Experience

Improved
= Institution and
Student Success
Continue to get current updates
http:/blog.noellevitz.com
Sign up for the Noel-Levitz Blog
Follow me on Twitter
twitter.co...
Questions
“Getting to Grad:
A Focus On Student Success”
Webinar
•  Wed Feb 26 at 11:00 PST/2:00 EST
•  Presenters:
–  Chase Schults ...
Noel-Levitz Utilizing Satisfaction Data for Retention Webinar Slides
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 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

Published in: Education
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Noel-Levitz Utilizing Satisfaction Data for Retention Webinar Slides

  1. 1. Using Satisfaction Data for Retention /Salesforce.comFoundation @SFDCFoundation January 29, 2014
  2. 2. % 1 Time • Equity • Product 530,000+ Hours Service $53M+ 20,000 Grants Non-profit organizations
  3. 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. 4. Featured Presenters Sandra Sanvido Director, HE Marketing Salesforce.com Foundation Julie Bryant Associate VP, Retention Services Noel-Levitz
  5. 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. 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. 7. What are the components of retention?
  8. 8. Retention puzzle
  9. 9. A key institutional assessment is student satisfaction
  10. 10. Gathering data is an important way to understand the current situation on campus.
  11. 11. Three primary purposes for satisfaction assessment Retention Strategic Planning Accreditation
  12. 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. 13. www.noellevitz.com/retentionlink
  14. 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. 15. Definition of satisfaction “When expectations are met or exceeded by the student’s perception of the campus reality.” Schreiner & Juillerat, 1994
  16. 16. Matrix for prioritizing action Very Important Very Dissatisfied Very Satisfied Very Unimportant Copyright Noel-Levitz
  17. 17. Create a culture of Continuous Quality Improvement
  18. 18. Using Satisfaction Data with a Retention Emphasis
  19. 19. #1 – Impacting Retention: Focus on campus climate items
  20. 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. 21. Commitment to customer service Reduce campus run-around Communicate value
  22. 22. #2 – Impacting Retention: Celebrate strengths
  23. 23. Celebrate and build on your strengths
  24. 24. Know what you are doing well and keep doing it
  25. 25. Identify how you compare with institutions nationally
  26. 26. #3 – Impacting Retention: Improve items students care about
  27. 27. How can you address your challenges? Three ways . . . “Just do its” Future–strategic plan Change perceptions through communication
  28. 28. #4 – Impacting Retention: Communicate regarding changes made
  29. 29. The power of the data comes when you USE it and COMMUNICATE around it! Communicate Receive Gather Prepa Change re
  30. 30. Communicate with leadership, faculty, staff, students, alumni and parents
  31. 31. Establish a communication plan
  32. 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. 33. Communication one size does NOT fit all!
  34. 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. 35. Pyramid for campus improvement Tell what you have done Take action Brainstorm action plan Clarify the data The foundation: Gather data
  36. 36. Three issues that campuses are facing nationally
  37. 37. #3: Seldom get the “run-around” here Seldom get the “run-around” here Photo slide example
  38. 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. 39. Run-around is not just physically around campus, it can apply to policies and procedures in general
  40. 40. Examine phone and Web run-around issues
  41. 41. Create a “student central” to handle all types of inquiries
  42. 42. FacultyPhoto slide example provide timely feedback
  43. 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. 44. Gather more information •  What examples can student provide? •  More an issue by class level or within particular programs on campus? Communication Feedback
  45. 45. Have faculty establish realistic Photo slide example expectations for response times
  46. 46. Are there quizzes early in the term so students can see if they are on track?
  47. 47. Discuss during faculty in-service sessions
  48. 48. Timely feedback may also be about getting students to graduate within reasonable timeframes
  49. 49. Tuition paid is a worthwhile investment Photo slide example
  50. 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. 51. The media’s influence on tuition perception
  52. 52. If students don’t perceive value, they may be more likely to leave your institution
  53. 53. Highlight what students receive for their Photo they example tuition dollars whileslideare enrolled
  54. 54. Share success stories of your alumni with your students and their parents
  55. 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. 56. Treat students (and parents) well during interactions
  57. 57. Clearly link to financial literacy and financial support information on your Web site
  58. 58. “Affordability” may be relative Photo slide example
  59. 59. Strong relationships can help you to know when tuition is an issue
  60. 60. Closing thoughts
  61. 61. Survey your own students
  62. 62. Satisfaction assessment is DONE not a once and done activity
  63. 63. Your approach should be systematic
  64. 64. Just conducting the assessment is not enough
  65. 65. By taking action. . . Photo slide example
  66. 66. And telling the By taking action. . . campus what actions Photo slide example have been taken...
  67. 67. You will be able to impact retention!
  68. 68. Improved Improved Campus = Satisfaction Experience Improved = Institution and Student Success
  69. 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. 70. Questions
  71. 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
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