from answers to action 2011 student satisfaction survey key findings a presentation by michael...

from answers to action

2011 Student Satisfaction SurveyKey Findings

A presentation by Michael SamarchiDirector, Education and Libraries

23 March 2012

Melbourne +61 3 9909 9209 Sydney +61 2 8081 2000 [email protected] www.insyncsurveys.com.au

La Trobe context and comparisons with previous survey

Response Statistics

All slides and material are commercial-in-confidence. © Insync Surveys Pty Ltd. All rights reserved. 3

Total

Which campus do you attend most?Albury Wodonga 144 4.2%Bendigo 713 20.9%Bundoora 2327 68.3%City 45 1.3%Mildura 79 2.3%Shepparton 76 2.2%

Unspecified 24 0.7%

What is your major area of study?Education 350 10.3%Health Sciences 1060 31.1%Humanities and Social Science 647 19.0%Law and Management (including Commerce/Business) 680 20.0%Science, Technology and Engineering 640 18.8%

Unspecified 31 0.9%

3408

Background


• 2nd survey (1st in 2009)

• 36 variables, 6 groups• Academic support• Career and employment support• Information and communication• Personal support• Social, recreational and community

involvement• Overall experience

• Use of services• Importance of services• Satisfaction with services• Improvement opportunities

Response Statistics


Total 3408

Are you:Undergraduate 2737 80.3%Postgraduate 654 19.2%

Unspecified 17 0.5%

Are you enrolled in:Full time study 3005 88.2%Part time study 388 11.4%

Unspecified 15 0.4%

GenderMale 826 24.2%Female 2551 74.9%

Unspecified 31 0.9%

Age18-24 2236 65.6%25-29 452 13.3%30-34 207 6.1%35-39 0 0.0%40-49 385 11.3%50+ 115 3.4%

Unspecified 13 0.4%

Use of Services – Top 10


2009

97%

78%

53%

Services % Used% Unused but aware

of

% Unware of service

Valid responses

University web sites 89% 8% 2% 3212

Faculty office 75% 20% 5% 3196

Student diary 70% 23% 7% 3222

Orientation to university 59% 34% 7% 3271

Student portal announcements and news 50% 30% 19% 3204

Student Services offices (Contact) 49% 39% 11% 3202

Student Hubs 49% 35% 16% 3191

FAQs on LTU website 47% 36% 17% 3201

Learning support – in class 44% 33% 22% 3277

Learning support – outside class 42% 38% 20% 3264

Importance of Services – Top 10


Top 10 Importance 2011Mean

(1 = low7 = high)

Top 10 Importance 2009Mean

(1 = low7 = high)

University scholarships 6.60 University web sites 6.71

Work integrated learning (co-op, placements, projects)

6.43 Career Planning and advice 6.41

Learning support – in class 6.29 Counselling 6.41

Learning support – outside class 6.25 Financial advice and student loans 6.40

Part-time and casual employment (while studying)

6.22Academic Learning and Language Support

6.40

Career Planning and advice 6.21 Health services 6.35

University web sites 6.13 Equality and Diversity Centre 6.30

Disability support 6.13 Disability support 6.29

Financial advice and student loans 6.09 Childcare 6.10

Career information and resources (in class)

6.09 University Handbook 6.10

Common to 2011 and 2009

Satisfaction with Services – Top 10


Top 10 Satisfaction 2011Mean

(1 = low7 = high)

Top 10 Satisfaction 2009Mean

(1 = low7 = high)

Chaplaincy and religious services 5.99 University web sites 5.89

Disability support *8 5.76Academic Learning and Language Support

5.72

University scholarships 5.68 Spiritual / Religious Services 5.68

University web sites *7 5.55 Disability support 5.65

Counselling 5.55 University Handbook 5.57

Volunteering at and through university

5.54 Financial advice and student loans 5.56

Financial advice and student loans *9

5.54 Childcare 5.55

Childcare 5.51 Equality and Diversity Centre 5.55

Work integrated learning (co-op, placements, projects) *2

5.50 Student diary 5.50

Faculty office 5.45 Counselling 5.49

Statements marked with * were also identified in the top 10 importance list

Improvement Opportunities – Top 10


Top 10 Gaps 2011Mean

(1 = low7 = high)

Top 10 Gaps 2009Mean

(1 = low7 = high)

Career Planning and advice *6 0.97Part-Time or Casual Employment via CareerHub website

1.26

Part-time and casual employment (while studying) *5

0.96 Career Planning and advice 1.19

Career events 0.94 Off-Campus accommodation 1.18

Career information and resources (in class) *10

0.94 Health services 1.07

Work integrated learning (co-op, placements, projects) *2

0.93 Counselling 0.92

University scholarships *1 0.92 Financial advice and student loans 0.84

Learning support – outside class *4 0.88 University web sites 0.82

Health services 0.86 Equality and Diversity Centre 0.75

Learning support – in class *3 0.86 Orientation to university 0.73

Off-Campus accommodation 0.81Clubs, collectives & societies (political, cultural)

0.71

Statements marked with * were also identified in the top 10 importance list

Raising concerns, making a complaint


I know where to go to raise a concern or make a complaint

All respondentsNumber of respondents: 3378 responses

55%

45%

0%

20%

40%

60%

80%

100%

Yes No

Safety concerns, what to do to get help


If I have safety concerns on campus I know what to do to get help

All respondentsNumber of respondents: 3377 responses

52%48%

0%

20%

40%

60%

80%

100%

Yes No

Main mode of transport


In this semester, which main mode of transport have you used to get to University?

Number of respondents: 3404 responsesAll respondents

3%

17%

4%

11%8%

53%

3% 1%0%

20%

40%

60%

80%

100%

Bike Walk Train Bus Tram Car Car Pool Other


Benchmark context

Benchmark participants


• 11 benchmark participants in 2011, (5 in 2009)• Monash University• RMIT University• Swinburne University of Technology• Victoria University• University of Ballarat• University of Melbourne• University of New South Wales• University of Canberra• Edith Cowan University• Charles Darwin University• University of Western Sydney

Scorecard


Academic SupportCareer And Employment

Support

Information And Communication

Overall Experience

Personal Support

Social, Recreational And

Community Involvement

Weighted Total

Weighting 16.7% 16.7% 16.7% 16.7% 16.7% 16.7% 100%

La Trobe University 2011

76.5% 73.7% 75.3% 67.8% 77.5% 76.6% 74.6%

Highest 79.7% 79.5% 79.0% 71.3% 83.0% 79.4% 76.6%

Median 76.1% 75.1% 75.9% 69.0% 77.5% 76.3% 74.7%

Lowest 74.4% 68.7% 71.7% 64.2% 71.6% 74.0% 72.1%

Academic support


3

4

5

6

7

Orientation English language support Learning support – in class Learning support – outside class



Career and employment support


3

4

5

6

7

Career planning and advice Employment (part-time and casual) Career events



Information and communication


3

4

5

6

7

Student diary University web sites Student hubs Social media



Personal support


3

4

5

6

7

Childcare Personalcounselling

Health Off-campusaccommodation

Financial aidand loans

Disabilitysupport

Legal advice Universityscholarships

Chaplaincy andreligiousservices

Discriminationand harassmentsupport services



Social, recreational and community involvement


3

4

5

6

7

Sports activities (facilities andprograms)

Clubs and societies Leadership skills development Volunteering at and through university



Overall experience


3

4

5

6

7

Am managing thetransition touniversity life

Feel I am part of theuniversity community

Feel I can get helpwhen I need it

Am being supportedto become a moreeffective learner

Am learning careerplanning skills to

help me achieve thecareer I want

Have opportunitiesto make links with

employers

Am able to balancemy work and study

load

Am happy with myoverall experience as

a student of thisuniversity


59%

34%

7%

50%

37%

12%

0%

20%

40%

60%

80%

100%

Yes No, but awareof

No, not awareof

Perc

enta

ge o

f res

pons

es

Use of services - Orientation


Legend: ■La Trobe University ■All of benchmark

Use of services – Learning support in class



44%

33%

22%3

2% 40%

28%

0%

20%

40%

60%

80%

100%

Yes No, butawareof

No, not awareof

Perc

enta

ge o

f res

pons

es

Use of services – Student diary



70%

23%

7%

56%

25%

19%

0%

20%

40%

60%

80%

100%

Yes No, butawareof

No, not awareof

Perc

enta

ge o

f res

pons

es

Use of services – Social media



38%

35%

27%

46%

35%

19%

0%

20%

40%

60%

80%

100%

Yes No, butawareof

No, not awareof

Perc

enta

ge o

f res

pons

es

Use of services – Sports activities



31%

61%

8%

27%

59%

13%

0%

20%

40%

60%

80%

100%

Yes No, butawareof

No, not awareof

Perc

enta

ge o

f res

pons

es


Open feedback (comments)

Open question


Please give us your suggestions for improvements, additional services or any other comments about the services…

Comments and responses


Positive responses

Negative responses

N %Themes

La Trobe UniversityStudent Support Services Survey 2011

Total responses = 1966

Analysis of Verbatim Comments

Parking (car/bike) 0 128 128 6.51%Overall experience/satisfaction 115 6 121 6.15%Communication and marketing (awareness of services) 1 115 116 5.90%Library service/resources 23 89 112 5.70%Facilities and amenities 8 103 111 5.65%Quality of teaching (lecturers/content) 14 96 110 5.60%Learning management system 3 66 69 3.51%Staff and customer service 21 44 65 3.31%Academic advice and support 3 55 58 2.95%Career advice/events (links with employers) 2 54 56 2.85%

Computers/printers/ laptops (facilities and equipment) 0 46 46 2.34%Administrative processes/organisation 1 44 45 2.29%Safety/security on campus 3 38 41 2.09%Departmental/ faculty support 4 35 39 1.98%Campus food (quality/cost) 2 36 38 1.93%Services/support for international students 2 35 37 1.88%Social events/activities 4 33 37 1.88%Placements 0 36 36 1.83%Transport (public/shuttle bus/rail) 1 31 32 1.63%Scholarships 0 31 31 1.58%Accommodation 0 30 30 1.53%Services/support for mature age students 1 25 26 1.32%Services/support for higher degree students 1 24 25 1.27%Complaints, disputes and feedback 0 23 23 1.17%Connectedness to university community 2 20 22 1.12%University websites 3 19 22 1.12%Clubs and societies 2 19 21 1.07%Responsiveness (communication) 0 21 21 1.07%Lighting (campus) 0 20 20 1.02%Timetabling 0 20 20 1.02%Study environment (noise levels/ambience) 0 19 19 0.97%


Thank you. Any comments or questions?

from answers to action 2011 student satisfaction survey key findings a presentation by michael...

Documents

insync surveys pty

learning support

importance list slide

university web sites6

university scholarships5

university handbook5

university handbook6

academic learning