In March 1998, 587 students completed a 170-item questionnaire
with opportunities for open comments comprised of eight sections
(About yourself, Recruitment, Starting your studies, Student
services, Library & Computing, Catering, Participation &
Communication, Buildings). The students formed an approximate
7% sample of the College which matched programme groupings, year
of study, mode of attendance, age bands and gender of the overall
population.
The results were entered into an Excel/Access data base by part-time
assistants and were discussed by representatives of the ASU and
the Units whose activities were represented. The report was prepared
within ASU and incorporated these discussions.
Scores were given on a five-point scale (5 being very satisfied,
3 no opinion and 1 very dissatisfied) the percentage in each category
was identified and the mean score was calculated (3.0 meaning
a balance of satisfaction and dissatisfaction).
Comparisons with the 1995 exercise were made and few changes were
noted.
A - About yourself The sample was skewed because INSET students were not represented
following administrative difficulties and so the sample under-represented
30+ and p-t students. Other categories were better balanced.
B - Recruitment The choice of College was not influenced any single factor (prospectus
was the largest category, 21%) Choice of programme was again influenced
by the prospectus (29%) and the UCAS Handbook (20%). For much
of the period covered by current cohorts, the prospectus was seen
to have shortcomings and these results emphasise the importance
of the recent revisions and the need to maintain quality. College procedures were rated as satisfactory or better by more
than 75% of respondents, although degrees of dissatisfaction were
some 9% and, within the 107 comments, a number of critical remarks
provided food for thought. Other comments included 'quick, easy
and efficient'.
C - Starting your Studies The percentages of students recording degrees of satisfaction
with information on joining, programmes, registration, and induction
were between 77 and 82. Information about residential accommodation
was seen as less satisfactory (only 50% of the 344 respondents)
and the Student Handbook was seen as useful by only 58%. Residential accommodation is an issue where the need to ration
- and the standards available - often conflict with student expectation.
The significance of that score of 50% and others, such as Student
Services, are difficult to assess. The quality of campus residential
accommodation is being raised and the second campus should increase
availability, The Student Handbook is undergoing complete revision.
The 78 'open' comments were generally helpful - even when critical.
D - Student Services The invitation to 'indicate your awareness' of named services
proved ambiguous and was therefore ignored in the scoring. Only
two of the named services were said to be used by more than 40%
of respondents (College shop 68% and personal tutor by 46%) Such
low levels of use make interpretation of satisfaction levels problematic
(13 of the 24 items had fewer than 50 respondents) and are , in
themselves, cause for concern. However, 15 of the items were each
rated as satisfactory or better by at least two-thirds of the
students. Child Care (with 14 of the 20 respondents showing dissatisfaction)
and Cultural Facilities were the only services rated as satisfactory
by fewer than one third. Dissatisfaction with the accommodation office (33%), access funds
and personal tutors (both 22%) was high. Open comments, and the
responses from the representative of the Student Union during
discussion, suggest that the dissatisfaction with accommodation
relates more to policy (which is related to priorities in managing
a scarce resource) than to the work of the office. The Dean of Students has produced an action plan covering all
her areas of influence.
E - Library and Computing Services Three quarters of students use the library regularly (compared
with 47% in 1995) and the percentages showing degrees of satisfaction
with services were close to 80% in many areas. They were much
less satisfied with the availability of photocopiers (mean score
2.70), their ability to find items (mean 3.17) and the availability
of books on their reading lists (mean 2.55). This latter item
is already a topic of considerable interest and activity across
departments and within the library. Scores on students' use of information-seeking skills were low
(particularly among p-t students) and may be related to the poor
responses to library tuition The major use of computers is at home (60%), or for p-t students,
in their place of work. Some 30% of students refer to using the
RBLC and/or the library open-access area more than once per week.
Between 47% and 80+% of students say they seldom or never use
the majority of the listed areas. The most commonly used facilities
are word-processing (30%) internet (34%) and e-mail (40%). Levels of satisfaction are not high - ease of using PCs, software
on the Network and reliability of PCs alone recording degrees
of satisfaction from more than 60% of respondents. Only 37% of
students recorded degrees of satisfaction with training in IT.
108 'open comments were made. Despite the College's commitment to the provision of a high quality
of service in IT, students seem not to be reaching the levels
to which we believe they are entitled. Both the Library and Computing
Services made thorough commentary on the findings showing how
progress is being made in dealing with the issues.
F - Catering Of the on-campus sources of refreshment, more than half of students
report using the student building (63%) or vending machines (53%)
more than once per week. 42% use the refectory. Levels of satisfaction of services are generally good with only
'comfort' falling close to 50% of students in the Refectory or
the Student Union. The Refectory is seen as cleaner but the Union
satisfies more students in many areas, eg, it is seen as having
better quality and lower prices. 104 'open' comments were received. The Catering Manager has made a careful response in which a number
of firm plans for improvement are identified.
G - Participation and Communication Responses in this section were dominated by 'no opinion', although
60% of respondents expressed degrees of satisfaction with the
opportunities to express views about the quality of the learning
experience. Alas only 38% felt this way about the College's response
to these views. Action is already in hand to improve feedback.
Arrangements for communication within and into College are rated
more highly (generally 50-60% satisfied, although lower for p-t
students) than arrangements for information ( (30-50%). The Dean
of Students'plans for a radical change to the Student Handbook
and attention to personal tutoring are part of the action to address
some of these issues.
H - Buildings and Campus The percentages of students expressing degrees of satisfaction
with the mainstream buildings are very high (from 74% for Humanities
to 95% for Professional Development). The Marlowe Centre stands
in sharp contrast (29%).
I - General Comments There were no structured items. 107 comments were made, seven
of them being positive (eg, 'a well-presented campus') and many
repeated issues raised elsewhere.
Commentary Generally, as in 1995, students seem well satisfied with their
experience and the facilities the College offers. Certain areas
of concern have been identified (or confirmed) in the analysis,
particularly, perhaps, from the 'open' comments. They include:
Some of these are local expressions of national problems but,
even for these, discussion within the College have revealed very
positive reactions to the findings of the survey and a determination
to take appropriate action.
Report by - Ken Bultitude 30 September'98
© 1998 Canterbury Christ Church University College
Page created by Christ Church Information Service
Group of Progs
Masters
BA/BSc
Paramed
BA(Ed)
PGCE
Social Work
Framework
DipHE Nursing
INSET
Language
Research
Total
target
35
235
25
75
35
6
120
80
70
10
9
705
actual
36
211
50
65
35
17
88
64
0
15
2
587
Mode of Attendance
Gender
Age
Full-time
Part-time
Male
Female
18-21
22-28
30+
target
56%
44%
25%
75%
21%
28%
52%
Actual
74%
26%
24%
76%
31%
29%
40%
North Holmes Road, Canterbury, Kent CT1 1QU, United Kingdom
Tel: 01227 767700 Fax: 01227 470442
Updated: 11 January 1999
Queries or problems relating to the College Web Service should be addressed to the Help Desk, e-mail: helpdesk@cant.ac.uk