Hi Bailee,
Coming out of Covid, our student union committeed to regular and systemic feedback to ensure our accountability. We now have a full-time paid intership position tasked with collecting and reporting on feedback. In addition to a large year-end survey, we:
- email short 3-minute surveys to all attendees of our events (sample below)
- regularly set up a feedback table in our community centre (We just purchased a plinko board for prizing to make the booth a little more fun!)
- conduct focus group sessions with stakeholders and students-at-large
- offer incentives / prizes or some form of compensation for students' time. These can range from a coupon for a free coffee/bagel as an immediate "thank you" for their time, to multpile prizes up to $1000 value each on longer surveys.
Qualtics is our base survey platform - it is integrated with our campus single-sign on, so we can ensure only students are replying - although we do occassionaly use some other software platforms.
In general, all the information is valuable, but we've found that it is the open-ended responses that most help us drive improvement. For example, several students compained bottled water was only available for cash payment at a recent licensed event. In consideration of student well-being, we are now looking at changing this for the next event.
I'm more than happy to chat over Zoom or share more specific examples.
Sample Event Survey:How satisfied were you with [event]? (Likert scale)
Did the event meet your expectations? (Likert scale)
How did you hear about this event? (USC Social Media, USC App, Word of mouth, Physical advertisements, Email invite, other)
How likely are you to attend USC events in the future? (Likert scale)
What could we improve on? (open text)
How did this event impact your perception of the USC? (Likert scale)
Please share any additional comments, thoughts, suggestions for future events. (open text)
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Geoff Pimlatt
Senior Manager Information Systems
University Students' Council
University of Western Ontario
London ON
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Original Message:
Sent: 11-04-2022 12:46
From: Bailee Myers
Subject: Customer/Client Satisfaction
Hello!
My name is Bailee Myers, and I am the Associate Director of Marketing and Programs for the University of Kansas Memorial Union. Our team would like to better assess students' satisfaction with services like dining and retailing. We are interested in learning about how other institutions approach this.
If possible, would you be able to share an overview of your customer satisfaction assessment?
Specifically, we are wondering:
- About evaluating customer satisfaction:
- What metrics do you use to measure the level of customer satisfaction?
- How often do you look into the responses?
- How do the responses affect the way your institution manages customer service?
- About measuring students' satisfaction:
- What tool or medium do you use to collect students' feedback?
- What questions do you ask to gauge their satisfaction?
- How long is your questionnaire? Do you think this length has brought you success in collecting students' opinions?
- How do you encourage students to give feedback?
- What do you feel are the complications of your current process?
- What do you feel are the benefits of your current process?
- Is there anything else about the process you would like to share?
If meeting over Zoom or talking on the phone would be easier for you, let me know. I'd be happy to schedule a time for us to connect.
Thanks for the help!
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Bailee Myers
Associate Director of Marketing and Programs
University of Kansas
Lawrence KS
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