Academic Support Service Customer Satisfaction Improvement Plan 2016/2017 The action plan for service improvements has arisen from customer feedback in relation to our academic support services thank you for your input – and helping us to improve the way we do things. Customer Satisfaction Source of Service Improvement Date Progress To Date Feedback/ Feedback/Date Improvement You said we did Received Actioned 1 Inappropriate behaviour/lack Individual Exam Improved invigilator training Introduced from Student feedback passed to of awareness of student Requirements Survey Semester Two SEO for inclusion in needs by invigilators Jan 2015 2015/2016 invigilator training sessions Guidelines for the Allocation Revised guidelines in use of Invigilators to be amended re rest break cover 2 Only 65% (approx) of Individual Exam Deadline for submission of Introduced from Deadline set on a semester students submitting Requirements Survey applications extended Semester One by semester basis in Applications for Individual Jan 2015 2016/2017 accordance with exam Exam Arrangements by weeks deadline 3 Accuracy and clarity of email Individual Exam Email notifications reviewed Introduced from Benchmark exercise carried notification of individual Requirements Survey and amended for clarity. Semester Two out (Semester One exam arrangements Jan 2015 Benchmark timescales for 2015/2016 2015/2016 benchmarked sending out notifications set retrospectively to inform setting of benchmark criteria) Improved benchmark criteria set for Semester One 2016/2017. Ongoing monitoring of benchmark achievement 4 Information regarding other Academic Support The introduction of monthly Introduced from Ongoing throughout services across the Service staff development sessions Semester One 2016/2017 university to enhance September 2015 2015/2016 knowledge of the Team
Academic Support Service Customer Satisfaction Improvement Plan 2016/2017 The action plan for service improvements has arisen from customer feedback in relation to our academic support services – thank you for your input and helping us to improve the way we do things. Customer Satisfaction Feedback/ You said we did Source of Feedback/Date Received Service Improvement Date Improvement Actioned Progress To Date 1 Inappropriate behaviour/lack of awareness of student needs by invigilators Individual Exam Requirements Survey Jan 2015 Improved invigilator training Guidelines for the Allocation of Invigilators to be amended re rest break cover Introduced from Semester Two 2015/2016 Student feedback passed to SEO for inclusion in invigilator training sessions Revised guidelines in use 2 Only 65% (approx) of students submitting Applications for Individual Exam Arrangements by deadline Individual Exam Requirements Survey Jan 2015 Deadline for submission of applications extended Introduced from Semester One 2016/2017 Deadline set on a semester by semester basis in accordance with exam weeks 3 Accuracy and clarity of email notification of individual exam arrangements Individual Exam Requirements Survey Jan 2015 Email notifications reviewed and amended for clarity. Benchmark timescales for sending out notifications set Introduced from Semester Two 2015/2016 Benchmark exercise carried out (Semester One 2015/2016 benchmarked retrospectively to inform setting of benchmark criteria) Improved benchmark criteria set for Semester One 2016/2017. Ongoing monitoring of benchmark achievement 4 Information regarding other services across the university to enhance knowledge of the Team Academic Support Service September 2015 The introduction of monthly staff development sessions Introduced from Semester One 2015/2016 Ongoing throughout 2016/2017
ASS-Customer-Satisfaction-Improvement-Plan-2016.docx