Managing Quality Of Service

Question 1

Situation

Answer 1

• Low student satisfaction
• Lack of structural feedback
• Challenge to identify areas needing improvement

Question 2

Task

Answer 2

• Gather detailed & actionable feedback
• Enhance quality of service
• Improve student satisfaction & trust

Question 3

Action

Answer 3

• Online survey
• Questions about effectiveness of service, advisor approach, overall satisfaction
• Communicated importance of feedback
• Worked with IT team to add it into advice pro software

Question 4

Result

Answer 4

• Feedback from at least 45% of cases
• Identify specific areas of improvement
• Needed clearer guidance & more follow ups
• After implementing - more positive feedback