6 Implement Processes to Inform the Continual Improvement of Academic Services
Currently, the data on how, why, and when students are utilizing existing academic support services is limited. Due to the siloed nature of support services, some support services collect feedback while others do not. In addition, the nature of the feedback differs from one resource to the next. While some seek feedback on accessibility, others monitor feedback on customer service and overall satisfaction. To collect and utilize meaningful feedback, the committee suggests the following:
- Establishing a partnership with Institutional Research to develop a streamlined approach to collecting feedback across academic support services.
- Establishing a formalized process to review feedback, informing a more data-driven approach to continuous improvement and meeting the needs of students.
A common form of seeking and collecting feedback would allow for regular collaboration among support services. Ensuring this process is created with the guidance of Institutional Effectiveness would also allow for the addition of special focus questions regarding academic service accessibility. These would be refined as resources narrowed the scope of their efforts.
A point of concern in this approach is the reality of “survey fatigue.” Students are often overwhelmed with survey requests, which results in both lower response rates and quality of responses. Regardless of how feedback is collected, the driving force behind this recommendation is the alignment of the feedback collection process and the creation of structured opportunities to review, discuss, and respond to the needs of students across academic services. An initial step in addressing this problem may be the use of less formal feedback channels. One example would be the implementation of “feedback frames.”