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Student Expectations in the Era of Variable Fees
SROC 2007
Jon F Baldwin, Registrar
Overview
• Student Expectations
• The Student Experience
• Challenges
• Beyond 2009
Student Expectations
Which student?
• Full time Home/EU Undergraduate
• Part time Undergraduate
• International students (overseas fees)
• Returning to study
• Postgraduate students – taught, research
Student Motivations
• Gain qualifications
• Improve chances of getting a job
• Improve earning potential
• The ‘student experience’
• Learn about interesting subjects
• To be stretched intellectually
UNITE Student Experience Report 2007
What a student expects
• A high standard learning experience which is enjoyable, applicable & useable
• Access to academics & a readily available counselling service
• Definitive timetable
• Reliable information
What a student expects
• Friendly approach
• Good communication between university & students
• Resources e.g. library & computers
• Pleasant living environment
• Car parking, good bus service
What a student can experience
• Academics to be unavailable• Departments / Services close at 5pm• Lack of rooms, no timetables• Out of date information• Saturation of irrelevant information• To be passed around• To have to wait• Car park full, buses overcrowded
Student Satisfaction:National Student Survey 2006• High levels of overall satisfaction with the quality of
courses - over 80% definitely or mostly agree• 'The course is intellectually stimulating' (81%
definitely or mostly agree) • 'My communications skills have improved' (79%
definitely or mostly agree) • 'Staff are enthusiastic about what they are doing'
(80% definitely or mostly agree) • 'I have been able to contact staff when I needed to'
(77% definitely or mostly agree).
Student Satisfaction:National Student Survey 2006• Improvement since 2005 survey in the level of
satisfaction with resources provided by universities and colleges. – 79% (77% in 2005) of students definitely or mostly agreed
that the library meets their needs, and that IT and specialised resources are readily accessible
• Innovations and improvements – New facilities and student support schemes – Extended opening hours for libraries and other services – New assessment and feedback systems, and more effective
student consultation procedures
Student Satisfaction:UNITE Student Experience Report 2007• Most satisfied with –
– Availability of IT– Standard of teaching or lecturing– Opportunity to try new experiences
• Least satisfied with – – ‘Customer service’ received from the
University
Managing Expectations
• What do students expect?• What do students actually experience?• How do we square this circle?
The challenge is to develop managerial structures where academic & administrative staff are pulling together toward the same objectives
The Student Experience
Previous experiences
• Output / input
• Educational context
• Cultural / social context
• Technological context
Evolutionary Pressures – Market forces and competition– The new fees settlement– Consumer awareness– Information Technology– Need for agility and responsiveness
Rising Expectations• Accountability culture
– Information in public domain– Surveying culture– League tables– Government accountability (RAE, QAA)– OIA, Freedom of Information, Data Protection
• Competition in the HE sector (global)• Branding• Use of technology• Accessibility of services• High quality facilities and services
A result of variable fees?• Broader cultural change or variable fees?• Noticeable shift since ‘top up’?• Too early to tell impact• Little variation in fees charged• Levels of personal debt• Higher fees for PG and Overseas students• Bursary market
Impact of variable fees on admissions (so far)• Increase of 10% in the number of applicants
from 2004 to 2006• No evidence of correlation in the change in
the level of applications for full-time undergraduate places by institution and the relative generosity of their proposed student support arrangements
• Increase of 6.4% applicants from 2006 to 2007 – highest ever level
Universities UK, February 2007
UCAS, Applicants data as at 15 Jan 07
Challenges
Present challenges• Develop service culture for the consumer
student• Increase modularisation and choice• Widen access• Enhanced living and study environments• Grow PG students and increase research
income• HR Framework Agreement• Internationalisation
Responses• Developing quality of teaching and learning• Developing quality of facilities and services• Branding and reputation management• Customer relationship management• Accessibility to services
– One stop shops
• Online services• Student contracts
Service developments at Warwick• Online services for applicants
– PG application form, prospectus requests, open day booking, accommodation applications
• Online services for students, including – – Enrolment and re-enrolment– Module registration– Piloting online course transfer system– Student portal and access to teaching and examination
timetables– Mass mailing for staff from student records system– blogs
• The Learning Grid – 24/7 learning resource centre
• The Reinvention Centre – classroom space designed to facilitate research-based learning
Principles behind Service Culture
• To provide a high quality experience for students – a supportive, secure environment which is efficiently managed
• To maintain consistency of standards whilst recognising local requirements
• To maintain clarity, order and simplicity• To develop and adhere to threshold service
levels• To provide value for money
Meeting student expectations
• Seamless student experience– Pre applicant– Applicant– Student– Graduate
• Services need to be developed in parallel
• Understanding what students want
A culture of partnership• Recognise that we are together engaged in an
academic enterprise– Work with Departments to understand needs and raise
administrative capacity– Strategic approach– Warwick.ac.uk not Warwick Ltd
• The Warwick Way– Appoint academically literate administrators– Joined-up governance culture– Co-operation not conflict– Allow staff to do what they are employed to do.
Recent Developments
• Growing complaints culture– Accountable when things go wrong
• Increased parental involvement
• Heightened sense of investment
• Concept of investment and return – value for money– Contact hours
Beyond 2009
Beyond 2009• What happens if the cap on tuition fees is lifted?
– Differences in expectation according to fees– Fees market– Consumer expectations– Perception / reality of quality linked to price– Bursaries market to widen access and attract the best
students– Possible shifts in perception about the overseas
market if fee differentiation decreases between Home/EU and overseas students
– Increased variation in quality of teaching? (US model)– Increased competition due to demographic downturn
in Home market?