COLUMBUS, Ohio - Sept. 27, 2016 - PRLog -- Every four years, NRaisman & Associates conducts a study of why students have left a college or university. We are pleased to present the study for 2016 available by clicking here.
The results indicate that the major reasons why students left a college were from a lack of engagement with the school and/or dissatisfaction with the services that were, or were not, delivered to them. These are academic customer service issues.
"Colleges are not attending to academic customer service issues and are losing students as a result of not treating them properly," said Dr. Neal Raisman, President of NRaisman & Associates consulting firm and the author of the study. Academic customer service is supplying the attention and services that students need to be able to engage with the school and feel the school cares about and meets their expectations. "It is not coddling students and, in fact, college is the only business where the customer is NOT always right, like on tests and quizzes," Raisman stated.
The two leading responses from the students were: "I was treated poorly and received poor service" (24%) and "the college did not care about me" (20%). The latter was usually followed with "all they cared about was my money". These were followed with "the school was not worth the time and money" (19%), "scheduling problems" (12.6%) and "financial difficulties" (13.1%).
Of interest is the increase in problems with scheduling as a reason for leaving college. Scheduling issues almost equaled those of financial problems for the first time and indicate a growing problem for schools. Schools are cutting sections and courses to save money and that is leading to problems for students who need them.
All in all, academic customer service issues equaled 76% of the reasons why students left a school. They may have gone to another college but they left their first choice school and that is a loss to that college or university.
The study was conducted over the spring and summer by surveys followed up with telephone interviews with 618 students who had left a college at least four months prior to the study.
Since 1999, NRaisman & Associates has been the leader in customer service for colleges providing research, training, and campus customer service audits to over 450 colleges and universities in the US, Canada, and Europe.
Contact
Dr. Neal Raisman
413-219-6939
***@greatservicematters.com
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