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

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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 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 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.
  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:/ Sign up for the Noel-Levitz Blog Follow me on Twitter 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