Thirty years ago, the Student Satisfaction Inventory (SSI) was launched by what today we know as the Ruffalo Noel Levitz (RNL) company. The inventory was intended to provide colleges and universities with a tool to better understand the priorities of their students. The data identified where the college was performing well and where it mattered for them to do better to retain their students to graduation.
This annual report has become an important tool for capturing student perceptions. Students continue to care about good advising, quality instruction and getting access to classes. The academic experience is highly valued by students and it is the primary reason they are enrolled throughout the years. There have been two areas that can be defined as consistent priorities for improvement, especially at four-year private and public institutions: 1) Tuition paid is a worthwhile investment; 2) Adequate financial aid is available for most students.
Summary of the 2024 National Student Satisfaction and Priorities Report
Earlier this month RNL launched its 2024 National Student Satisfaction and Priorities Report. It provides an extensive analysis of student satisfaction across nearly 400,000 students from 693 institutions. The report emphasizes the importance of understanding student satisfaction to improve retention, graduation rates, and alumni giving. This summary will encapsulate the critical findings, insights into demographic subpopulations, and strategic recommendations for higher education institutions.
Assessing student satisfaction is crucial for institutions to show their commitment to enhancing the educational experience. This practice not only demonstrates care but also informs data-driven decision-making that can lead to institutional improvement and student success. Regular satisfaction assessments, aligned with active institutional responses, foster trust among stakeholders and optimize the use of resources.
The report reveals the overall satisfaction and likelihood of re-enrollment among various types of institutions: 1) Four-year private institutions have a 72% satisfaction rate, with a 75% likelihood of re-enrollment. 2) Four-year public institutions show a 64% satisfaction rate, with a 67% likelihood of re-enrollment. 3) Community colleges have a 69% satisfaction rate, with a 79% likelihood of re-enrollment. 4) Adult students report a 54% satisfaction rate, with a 60% likelihood of re-enrollment. 5) Online learners have a 63% satisfaction rate, with a 75% likelihood of re-enrollment.
The report also highlights a decline in satisfaction as students progress through their academic journey. Key observations include: 1) Four-Year Public Institutions: Satisfaction decreases from 66% in freshmen to 62% in seniors, with notable drops between the freshman and sophomore years. 2) Four-Year Private Institutions: Satisfaction drops from 66% in freshmen to 55% in seniors, with significant declines between the first and second years. 3) Community Colleges: Satisfaction remains relatively stable, with minor differences between first-year and second-year students. 4) Adult Students: Satisfaction levels drop from 74% in the first year to 68% in the fourth year, with graduate students reporting the lowest satisfaction. 5) Online Learners: Satisfaction remains fairly consistent, with slight fluctuations across class levels.
The report identifies key factors that influence students’ decisions to enroll: 1) Cost and financial aid are consistently top priorities across all demographics. 2) Academic reputation and future employment opportunities are also significant. 3) Personalized attention prior to enrollment and geographic setting hold varying degrees of importance depending on the student group.
Several challenges emerged as areas needing attention: 1) Financial Aid: Adequate financial aid availability and timely announcements are recurrent issues. 2) Class Scheduling: Conflicts in class registration times are a common problem. 3) Quality of Instruction: There are concerns about the quality and timely feedback from faculty. 4) Institutional Concern for Individuals: Students perceive a decline in the institution’s concern for them as they progress through their education.
Recommendations for Institutions: To address these challenges and improve student satisfaction, the report offers several recommendations: 1) Enhanced Communication: Institutions should maintain consistent and personalized communication with students throughout their academic journey. 2) Targeted Interventions: Developing strategies for first-year and second-year students can help improve retention and satisfaction. 3) Financial Aid Transparency: Clear and timely information regarding financial aid can alleviate student concerns. 4) Faculty Engagement: Encouraging faculty to provide timely feedback and maintain fair treatment can improve student perceptions. 5) Career Services: Strengthening career services and emphasizing the value of the education provided can help students feel their tuition is a worthwhile investment.
This report underscores the critical role of understanding and responding to student satisfaction. By addressing the identified challenges and implementing targeted strategies, institutions can enhance the student experience, leading to improved retention, graduation rates, and long-term success. Obviously, this summary provides a foundational guide for higher education leaders to refine their own college or university approaches to student satisfaction and institutional effectiveness.
Partner Organizations and Companies for Colleges and Universities
Several companies and organizations in the U.S. specialize in assisting colleges and universities with the implementation of strategies to improve student satisfaction and institutional effectiveness. These partners provide consulting, tools, and support tailored to the unique needs of higher education institutions.
Ruffalo Noel Levitz (RNL), the company authoring this report, specializes in enrollment management, student success, and fundraising solutions. RNL offers a range of services, including student satisfaction assessments, retention planning, and predictive analytics. Core Education provides strategic consulting services focused on improving institutional performance, enhancing student outcomes, and streamlining operations within higher education. Campus Works offers technology and management consulting services that help institutions improve efficiency, student success, and financial health. It specializes in IT strategy, business process reengineering, and technology implementation. EAB (Education Advisory Board) delivers best-practice research, technology, and consulting services. This company helps institutions tackle challenges such as student success, enrollment growth, and institutional strategy. Anthology provides a comprehensive suite of solutions that support the entire student lifecycle, including CRM systems, student information systems, and analytics platforms aimed at improving student engagement and outcomes. Huron Consulting Group provides strategy and operational consulting services, including academic medical centers, research universities, and other higher education institutions, focusing on enhancing performance and achieving strategic goals.
There are other companies like Ellucian that specializes in software and services for higher education, including enterprise resource planning (ERP) systems, student information systems (SIS), and cloud services to improve institutional operations and student experience. Blackboard offers offers learning management systems, analytics, and student engagement tools that enhance the educational experience and support institutional objectives. Pearson Education brings digital learning solutions, including online course development, virtual learning environments, and student support services. Other companies like Civitas Learning uses predictive analytics and data insights to help institutions improve student outcomes, retention, and graduation rates through informed decision-making. Academic Partnerships collaborate with universities to develop and expand online degree programs, providing marketing, recruitment, and student support services. Lightcast -formerly Emsi Burning Glass- offers labor market data and analytics to help institutions align academic programs with market demand, improving student employability and success. Watermark Insights provides assessment, accreditation, and e-portfolio solutions to help institutions gather insights, drive improvement, and ensure accountability.
Organizations like NACUBO (National Association of College and University Business Officers) offers professional development, research, and advocacy services to help business officers navigate the complexities of higher education finance and administration. For graduate education, and as a good source for the career services component the Center for Graduate Career Success is an impressive company that focuses on empowering graduate students and postdoctoral scholars to achieve career success. The Center offers customized coaching, workshops, and resources to help graduate students navigate their career paths, enhance their professional skills, and secure meaningful employment opportunities.
These are some of the companies and organizations that provide valuable expertise and resources to help higher education institutions implement transformational changes. Some of the recommendations outlined in this 2024 National Student Satisfaction and Priorities Report are very valuable if colleges and universities want to more effectively address challenges, enhance student satisfaction, and achieve long-term success.
