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Student Retention Survey

Category: 
Voice of your Students and Members
Year: 
2011
Client: 
Private for Profit University
Methodology: 
Online

To better understand your customers at the point of departure and the reasons for leaving is critical to support business retention performances. I led this initiative across the business working with key stakeholders in recruitment, admissions and customer services to understand the various customer groups and appropriate timings. I designed a fully integrated survey which enabled a mechanism to gain feedback from students that became dormant and or had decided for whatever reason to leave and discontinue studies. The survey design was based on a series of hierarchy of reasons, drilling down to finer micro level issues. Main reasons identified as key business issues were product pricing, change in personal/work circumstances and  inconvenient timetabling/schedules 



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