Lee Harvey

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Lee Harvey
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Aims

• To explore approaches to and purposes of student
  feedback.
• To outline the feedback cycle.
• To explore to what extent practice reflects the
  model.

Typical performance qus
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Feedback
2 minute activity What types of feedback from
students do you have in your institution?
Typical performance qus
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Types of feedback
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Types of feedback from students?
Formal questionnaire module/teacher programme whol
e experience
Informal chats e-mails impromptu class sessions
Formal discussion lecturer led student led focus
group facilitated discussion
Representation system students union study
boards JCR
Complaints and appeals procedures
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Levels
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Module-level feedback
Student Student Student
Student Student Student Student
formal
informal
Teacher Teacher
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Teacher assessment
Student Student Student
Student Student Student Student
very rare
formal
Teacher Teacher
Line manager/staff developer
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Programme-level feedback
Student Student Student
Student Student Student Student
Module
Module
Module
Module
Learning resources
Programme organisation
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Institution-wide feedback
Student Student Student
Student Student Student Student
Total student experience across the institution
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Student satisfaction survey
Student Student Student
Student Student Student Student
All aspects of the learning experience
Institution-wide
Annual
Satisfaction
Importance
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Purposes

• Improvement of what?
• Expectation management
• Accountability demonstrate customer care (or
  PR?)
• Compliance government/ agency requirement.

Purposes
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Unique management-information tool
Many surveys of students collect data with no
clear indication of how the data might be
used. Student Satisfaction was designed from the
outset as a management information tool. The
statistical data is used to identify clear areas
for action.
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Student Satisfaction approach

• student-determined questions
• satisfaction and importance ratings
• management information for action
• feedback to stakeholders.

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Satisfaction cycle
Stakeholder- determined questions
Feedback to stakeholders
Questionnaire distribution
Implement- ation and monitoring
Management information to improve the student
experience
Generic cycle for all feedback
Analysis of results
Action plan
Report noting areas for action
Consultation process
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Satisfaction cycle questions
Stakeholder- determined questions
Focus groups
Qualitative comments
Depth interviews
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Satisfaction cycle
Stakeholder- determined questions
Questionnaire distribution
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Satisfaction cycle distribution
Questionnaire distribution
Paper
Electronic
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Satisfaction cycle
Stakeholder- determined questions
Questionnaire distribution
Analysis of results
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Satisfaction cycle analysis of results
Analysis of results
Year
Faculty
Programme
Mode
Level
Usage of facilities
Gender, age ethnicity
CHANGES OVER TIME
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Satisfaction cycle
Stakeholder- determined questions
Questionnaire distribution
Analysis of results
Report noting areas for action
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Satisfaction cycle report
Report noting areas for action
Indicates action priorities
Non-statistical
Includes text commentary (but not value
judgements)
Breakdowns by actionable areas
GRAPHS OF CHANGES OVER TIME
Account of action taken
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Satisfaction cycle
Stakeholder- determined questions
Questionnaire distribution
Analysis of results
Report noting areas for action
Consultation process
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Satisfaction cycle consultation
Consultation process
Identify responsibility for action
Top-down and bottom-up
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Consultation process UCE
Annual satisfaction report
Student representatives
VC
Board of Governors
Senate
DD
Faculty Boards
Centre for Research into Quality
Heads
Programme Boards
Module feedback formal and informal
All staff
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Consultation process Lund
Annual Student Barometer report
VC
Institutional research unit
Senate
DD
Faculty Boards
Students Unions
Heads
Programme Boards
All staff
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Satisfaction cycle
Stakeholder- determined questions
Questionnaire distribution
Analysis of results
Action plan
Report noting areas for action
Consultation process
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Satisfaction cycle action plan
Action Plan
Draw up plan indicate responsibility and time
frame
Indicators of success
Publish plan
Guidelines Proforma (bureaucracy) Ultimately
testable text!
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Satisfaction cycle
Stakeholder- determined questions
Questionnaire distribution
Implement- ation and monitoring
Analysis of results
Plan of action
Report noting areas for action
Consultation process
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Satisfaction cycle implementation
Implementation and monitoring
Central actions where necessary
Delegated responsibility to act
Keep track of what is implemented and what is
not review cycle
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Satisfaction cycle
Stakeholder- determined questions
Feedback to stakeholders
Questionnaire distribution
Implement- ation and monitoring
Analysis of results
Plan of action
Report noting areas for action
Consultation process
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Satisfaction cycle feedback
Programme Boards of Study
Feedback to stakeholders
Articles in student newspaper
In classes
FEEDBACK FLYER Update of action following the
last survey
Mailed out with questionnaire
Placed in libraries and resource centres
Distributed via Students Union
Posted on appropriate websites
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Satisfaction cycle
Stakeholder- determined questions
Feedback to stakeholders
Questionnaire distribution
Implement- ation and monitoring
Do the feedback processes you identified at the
beginning satisfactorily complete this cycle?
Analysis of results
Plan of action
Report noting areas for action
Consultation process