1. Leo Appleton, Liverpool John Moores University
Measuring satisfaction with
student administration – a
converged services approach

2. Background to L&SS
•Library Services + Computing Services
•Student Administration (Enrolment, Registration, Coursework submission,
Student finance, Bursaries, Student Loans)
•Programme Administration (Progression advice, Module advice, Examination)
•Access to Welfare and Advice
•Access to Careers and Employability

3. Key issues
Change
Service
Management
Standards
Strategic
Planning
Values and
Behaviours Quality

4. Quality Assurance Measures
• How do we measure what we are doing in this
new service?
• What do the students want from us?
• How do we know whether we are doing well?
• How do we know if our students are satisfied?
• Let’s start with what we count?
• What do we count?

5. What did we measure and count?
• Headcounts • Enrolments • Matrix assessment
• Gatecounts • Registrations • Number of appointments
• SCONUL Returns • HESA Returns • Number of referrals
• Annual Statistics • Number of coursework • Retention numbers
• LibQUAL submissions • NSS feedback and
• Feedback and Comments • Speed of enrolment comments
scheme • Speed of coursework • Graduate destinations
• Boards of Study processing
• NSS feedback and • Enrolment survey
comments • Boards of Study
• Programme Boards
Student Welfare and
Library and IT
Administration Careers
Support
and Finance

6. What do you count?

7. Why?
•What is it contributing to?
•How do we join things up?
•How do individual service areas feed into an
institutional development plan?
•Who do we benchmark against?
•Where are the common standards?
•Where are the common service levels?
•Where are the common values?

8. Justifying the impact and value
How do we know if what we are doing
and what we are providing is successful?

9. Impact and Satisfaction
• How do you know whether your customers
are satisfied?
• How do you know whether what you do has
an impact?

10. Impact or Satisfaction?
• “There is a tendency to confuse impact with
customer/student satisfaction. Customer
satisfaction focuses on measuring whether or
not student like or are happy with the
educational experience and services they
receive”

11. Impact or Satisfaction?
• “...Impact, however, is aimed at measuring
whether or not the educational experience is
making any difference to what they do”
(AMOSHE Value and Impact Tool Kit)
• What therefore is our scope?

12. Need to do something different?
Massive increase in customer
satisfaction – driven by changes in
management behaviours
Added value of staff and
measuring the impact of the
customer at the moment of truth!

13. Measure student satisfaction
at key moments of truth
Enrolment Induction
Information skills Study support
Staff support Assessment

14. Measures of performance and
satisfaction for 2010-11

15. Quality Framework – Enrolment
Numbers KPIs Feedback
• No. of fastrack • Time taken to enrol • Bespoke enrolment
enrolments • % of new starters satisfaction surveys
• No. of online successfully completing • Fastrack
enrolments fastrack enrolment • Non-Fastrack
• No. of successful • % of successful online • Returning students
enrolments for enrolments • Anomalies
returning students • % of students satisfied
with enrolment

16. Quality Framework – Induction
Numbers KPIs Feedback
• No. of Induction • % of eligible students • Standard pro-forma to be
sessions receiving induction completed at each
induction sessions (e.g.
• No. of students eligible • % of students satisfied which students, how many,
for induction with induction etc)
• Induction survey to be
completed by all students
at induction to measure
satisfaction with induction,
perceived usefulness of
induction

17. Quality Framework – Information Literacy
Numbers KPIs Feedback
• Number of info skills • % of eligible students • Induction survey to be
sessions receiving info skills completed by all students
at induction to measure
• Number of students • % of students satisfied satisfaction with induction,
eligible for info skills with info skills perceived usefulness of
• Correlation with LMS/e- induction
resource usage • Comments in LibQUAL

18. Quality Framework – Study Support
Numbers KPIs Feedback
• Number of different • Enquiry by student/type • Exit survey at key times in
types of enquiry • Loans per student the year to measure
satisfaction with enquiry
• Number of book loans • Correlation with LMS/e- services
• Number of Downloads resource usage • Feedback and comments in
• LMF spend per student • Downloads per student LibQUAL and NSS
• Time taken for re- • % of students satisfied
shelving with enquiry service
• Time taken for
document delivery

19. Quality Framework – Staff Support
Numbers KPIs Feedback
• Number of different • % of appointments • Feedback and comments
types of enquiry attended on staff support within
NSS, Mirror survey,
• Number of • % of enquiries Comments scheme and
appointments made / responded to within LibQUAL
attended target time • Periodic enquiry
• Time taken to respond • % of students satisfied satisfaction surveys
to enquiries and with enquiry services • Student Finance online
referrals transaction survey

20. Quality Framework – Assessment
Numbers KPIs Feedback
• Number of coursework • No of pieces of • School office satisfaction
submissions coursework processed survey
• Times taken to get to within agreed service • Student satisfaction with
standard - % satisfaction whole service
School Offices
rate
• % of coursework
arriving at School within
standard time frame

21. Results – Enrolment
Numbers KPIs Feedback
1,265 students were satisfied or very satisfied 100% of “Quick and easy”
with the information they received students “Friendly, helpful staff”
satisfied
86 students (8%) were dissatisfied with the 0% “Staff were unsure”
whole enrolment process dissatisfacti “Got sent to the wrong
on place”
1,017 students perceived a 10 minute or 100% less “Quick and easy”
under wait than 10
minutes
238 students perceived a wait of between 10 100% less “Too long spent
and 30 minutes than 10 queuing”
minutes
25 students perceived a wait of 30 minutes 100% less “International students
plus than 10 seem to get treated
minutes unfairly”
50 % of students stated that enrolment ?? “Service was much
exceeded expectations better and quicker than
expected”

22. Results – Support
Numbers KPIs Feedback
53% of enquiries at the Transaction 100% “Went to the Hub and was then sent
Desk, 30% at the Hub, 8% at the to the Transaction Desk”
Finance Office
92% of customers satisfied with 100% “Lovely staff and always helpful”
time taken to answer enquiry (8% “Always get a prompt response”
dissatisfied)
86% of customers satisfied with the 100% “The member of staff was rude and
information they received (14% did not answer my enquiry”
dissatisfied)
92% of online enquiries referred to 100%
and answered within 24 hours
89% of telephone enquiries 100%
referred answered within 24 hours

23. What now?
Collate, analyse, report back on data from QAF
AMOSSHE Value and Impact Tool Kit
Staff understanding of Values
driven Quality Assurance
Commitment to quality improvement and continual
responsiveness approach to student feedback and
satisfaction

24. Numbers? KPIs?
• Can you think of anything different you might
do with your numbers?
• Do you need to start measuring different
things using different methods?
• Actions?

25. Thank You
• Leo Appleton, Associate Director, Library and
Student Support, Liverpool John Moores
University.
• l.appleton1@ljmu.ac.uk
• Appleton, L., (2010) ‘Living through super-convergence:
creating Library and Student Support at Liverpool John
Moores University, SCONUL Focus, 49, pp. 67-70
• Appleton, L., (2011) ‘Super-convergence. Liverpool John
Moores University, 7th October 2010, SCONUL Focus, 51, pp.
85-89