London South Bank University
London South Bank University is located in central London with approximately 24,000 students. The University attracts a wide range of students in terms of age and ethnicity with 48% being part-time students. LSBU is popular for their health and social programs, but also provides courses in arts, media, science and engineering.
Goal
Measurement and monitoring of the student experience and satisfaction.
Result
Increased efficiency in performing surveys, higher response rates and credibility in response data.
Case Study
QuestBack enables London South Bank University (LSBU) to gather reliable and relevant data. "We look at student issues and concerns on multiple levels, for instance through both a focus group and a meeting where students are represented. We can then compare this feedback with the results in a QuestBack survey.
The response data in QuestBack often allows us to confirm our suspicions on an issue and make the necessary changes," explains Dr. Tony Burns, Head of Quality at London South Bank University.
Receive a higher response rate
LSBU also uses QuestBack to conduct surveys with external examiners. External examiners act as an independent source to comment and advise on LSBU’s academic standards. "Since implementing QuestBack we have seen a much higher response rate to our surveys and found that both the external examiners and students respond faster to a survey when they receive a QuestBack survey link. The sooner we can get the feedback, the better it is for us so that we can then analyze and take action on the responses," highlights Dr. Burns.
Efficiency in data analysis
"We track the entire student experience with LSBU, from when they first enrol, their accommodation, issues with tuition or fees, teaching, exams, social facilities, the library etc.," states Dr. Burns. "The ease of analysis and reliability of the response data through QuestBack is extremely valuable for us. For example, we can take the statistical data and see if there is a particular group of students that are more or less satisfied than others; we can analyze and compare their responses in QuestBack and see what we can do for them. We can then establish a base line and track improvements from there," states Dr. Burns.
Why QuestBack
LSBU has been using QuestBack since 2005 to monitor and measure their students’ experiences. "QuestBack allows me to be more efficient with my time and makes my job easier. Continuously gathering feedback from our students is important and something I believe all universities should prioritize," explains Dr. Burns.
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