Meeting student expectations

Improving student satisfaction and managing complaints

Thursday 27th May 2010, The King’s Fund, London W1

Keynote speaker:

Julia Hobsbawm
Founder of Editorial Intelligence; Professor of Public Relations, University of the Arts, London

This year’s Meeting Student Expectations conference could not come at a more prescient time. The recently published Pathway report by the Office of the Independent Adjudicator for Higher Education (OIA) has considered for the first time publishing the results of its adjudications. Higher Education Institutions (HEIs) must therefore consider the possibility of appearing in complaints league tables. How can HEIs adjust to being exposed to this new consumer-led environment?

Encouragingly last year’s National Student Survey revealed that overall satisfaction with UK universities remains high with more than 80% of students satisfied with their courses, whilst a traditional area of dissatisfaction - assessment and feedback – also saw a rise.

HEIs can not afford to become complacent however; Lord Browne’s funding and fees review has moved the discussion on from meeting students’ expectations to meeting consumers’ needs. What will future students expect from their investment in education when they perceive fees to be linked to high quality education?

This conference will bring together experts from HEIs, Student Unions, and the OIA to answer these questions. They will discuss how, in a relationship with redefined parameters, students’ expectations as consumers can be met, their complaints handled effectively, and a HEIs reputation be preserved.

Click below to listen to last year's keynote presentation by Phil Willis MP, Chairman of the Innovation, Universities, Science and Skills Committee.

For further information contact Paul Rushworth on 020 7324 4364,
e-mail paul.rushworth@neilstewartassociates.co.uk