‘Tell us what you thought of your recent purchase,’ ‘Your opinion matters,’ ‘How did we do?’ That’s just a selection of email subjects that have hit my inbox this week asking for my feedback on everything from a book I’ve purchased to a haircut I had.
At Amano we want to ensure the support we provide students is of the highest standard. What’s one way we ensure we do this? You guessed it – an email asking students for their feedback. Over the last academic year, we changed the frequency of our feedback survey. Previously we sent our student feedback survey at the end of the academic year. During the 2023 – 2024 academic year we sent the feedback survey quarterly. So why the change and what impact did this have on our overall student feedback?
The top-level stats
Before we take a deep dive into this academic year’s survey results let’s have a look at the top-level stats from the last full academic year (when we first increased the survey frequency) compared to the previous academic year (where we only sent one student feedback survey.)
Delving a little deeper into academic year 2023 -2024
Moving from one feedback survey a year to four enabled us to have a deeper understanding of the support we were providing students as well as highlight any trends. Of course, it was not all positive feedback. However, providing students with a regular platform to provide their feedback ensures any negative feedback is captured as soon as possible and actioned to ensure the students experience can be turned into a positive one.
When a student gets non-medical help from Amano it’s not just their consultant they encounter. There is a whole office team that will assist them in setting up sessions and answering any questions they may have regarding their sessions. When we updated the frequency of our feedback survey we also updated the questions to include options for the student to rate both the way the office team managed the booking process and the communication regarding their session.
We were aware, when it came to the final survey at the end of the academic year, students may have survey fatigue. Therefore, we framed it slightly differently. This time we wanted their feedback for the entire academic year. Again, it was another platform for them to raise any concerns ahead of the new academic year so we can work with them to make any changes / put processes in place to ensure their non-medical help experience for the next academic year gets off to the best possible start.
To help deal with survey fatigue we also changed some of the questions. In the final survey one new question we asked was please rate the difference the support has made to your student journey this academic year regarding:
How is this academic year looking?
During the first quarter of this academic year (September to November) we received 214 survey responses. This is a 151% increase in responses compared to that point the previous academic year. With the end of this academic year fast approaching we have received 643 responses. At the end of the last academic year, we received 431 responses in total. Currently 95% of students would recommend Amano to a friend or colleague and 76% of students rate the personalisation of their support as excellent. Below is some of the feedback we’ve received from our students:
At eQs we are all about transparency. Therefore, at the end of this academic year, we will be publishing all our stats from our non-medical help student satisfaction survey. Follow us on LinkedIn if you don’t want to miss the results. Over on LinkedIn we also post loads of other useful and informative content. If you were wondering my feedback for the book was ‘Four out of five stars. Very entertaining’ and my haircut was ’Brilliant as always. Very stylish. Done quickly without making me feel rushed.’
This news article was written by Richard Keeling, eQS Group Marketing Manager.
Richard is responsible for leading the development of marketing and communications content, internally and externally across our group of companies, including the management of marketing and communications campaigns, webinars and events.
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It’s great to get in front of ‘real’ people at an in-person event and have discussions that may not be as easy to have online during say a webinar of over 100 attendees.
Purpose in Action: A year of impact with eQS Disability Support. eQS DS Impact Report, Academic Year, Sept 2023 – Aug 2024. Download the report. Our year in numbers Here’s
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