Student Enquiries Centre Annual Student Survey Results and Feedback Summary 2023

Our Annual Student Survey was held from May-June 2023, giving our students a platform to voice their feedback on the Student Enquiries Centre (SEC) and help us continuously improve its services.

To gauge student satisfaction, we conducted a survey on Microsoft Forms with 18 questions, combining rating scales and open-ended sections. While we offer services to students, graduates, third parties and other stakeholders, the survey was targeted at student users of the service.

Students had positive things to say about our response times, with 66% rating our response times as ‘excellent’ or ‘good’.  84% rated the response they had received from us as ‘very helpful’ or ‘helpful’. Overall, 80% gave our service top marks, exceeding the past two years by 4%.

In their own words, what students told us in the Annual Student Survey:

“The person I spoke to a) identified the issue immediately b) contacted the team who could solve the problem and c) ensured the solution was provided very quickly. So a five-star response!”

“Even though they were not able to provide me with an answer, they were able to direct me to the correct contact details. They were also very nice about it and very polite.”

The SEC feedback form is available online and is included in our responses once we provide a solution to enquiries on askUCL. We're proud to share that in 2023, a remarkable 90% of students rated our askUCL responses on the SEC feedback form as high quality.

Here are some samples from the SEC feedback form:

“The enquiry was handled very quickly and without any issues. I am really satisfied with the team.”

“I felt like I was listened to, keep it up.”

“Excellent response time, thank you so much!”

Thanks to insightful responses from our annual survey and feedback form, we've pinpointed key areas for enhancing future student experiences. One of our key priorities is enhancing our self-help resources. Student feedback indicates a demand for transparent problem-solving guides that are easy to navigate and reference.

Student feedback isn't just a tick box exercise for us, it's the engine that propels our constant improvement. Your voices guide us towards creating a better, more efficient Student Enquiries Centre. We analyse your feedback meticulously, identifying trends, pinpointing areas for enhancement, and celebrating successes. It's through your open communication that we can anticipate your needs, refine our responses, and continuously evolve to become a support system that truly stands by your side. So, keep the feedback coming!