Mr Mark Young1, Ms Marianne Pierce2, Mr Garreth Chandler2
1La Trobe University, Kingsbury Drive, Australia, 2Evolve Research, Melbourne, Australia
La Trobe University commenced working with Evolve Research to develop our Student First project in 2015. The program was developed to improve student experiences and create positive advocacy for La Trobe’s brand. To achieve this, we needed to embed a ‘customer service’ culture and develop a programmatic way to measure, track and understand student experiences.
Working together and with cross functional teams, we developed automated data flows that trigger feedback requests across key student experience touchpoints (e.g. digital channels, careers, student support. Results are fed back in real time across the university through online dashboards including data visualisation and text analytics. La Trobe works with Evolve to understand the feedback and develop strategy with a cross-functional working group to effect change.
In this process, La Trobe and Evolve worked together to create a sustainable contact plan that provided individual and summarised student feedback down to the level of School, Campus and stage of course. The program is now extending to measure teaching experience and we set targets to correlated to the student experience survey (QILT)
Creating this program required La Trobe and Evolve to work together in a true partnership, leveraging our expertise in education delivery with Evolve’s commercially focused expertise in customer experience measurement and analytics. Throughout this 3-year journey, we have kept pace with changing requirements of the university, remaining true to our vision of driving a step change in La Trobe student experience.
Since implementation of the program, over 15,000 students have provided feedback which has driven an annual improvement in student NPS from -4 (2016) to +1 (2017), with an indication of significant increases with Q1 ’18 performing at +15.