Post on 22-Jan-2017
The University of Sydney Page 1
Student Residences:from housing to education
Presented by:Dr Ashvin Parameswaran, The University of SydneySteve Nobbs, Campus Living Villages
The University of Sydney Page 2
Student Experience
The University of Sydney Page 3
Customer Satisfaction
Education
• Measurable Value
• Best Practice
• University Integration
Student Experience
The University of Sydney Page 4
NPS - shift in student experience measurement
The University of Sydney Page 5
NPS measures the loyalty between an organisation and its customers.
The score is calculated on responses to a single question:
‘how likely are you to recommend the accommodation to your friends, family or fellow students’.
Net Promotor Score (NPS)
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Pedagogy
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1st Generation
2nd Generation
3rd Generation
Career
Access
Retention
Performance
Engagement
Transition
Security
Pedagogy
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Mapping the journey
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The Customer/Student Experience model
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Building the framework
The University of Sydney Page 11
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SAS-organised: Learning Communities
Capstone, Integration
SAS-organised: Priority Programmes
Scale, Expertise, Partnerships
Operator-organised: Residential Life
Key operator activities, gives flavour
Student-organised: Grants Scheme
Demand driven, student voice
• 70% of local funds
• 50 grants in first 30 days.
• 30% of local funds.
• Orientation, RA training, etc.
• Student Experience Survey
• Service Level Agreements
• Partnerships
• Vehicle to integrate with Faculties
• Space Design, Cohort Allocation
Quick Facts
Building the framework
The University of Sydney Page 12
CollaborativePartnership Model
The University of Sydney Page 13
Queen Mary Building /
Abercrombie Student Accomm
building
USYD Student
Accommodation Services
USYD Student
Support Services
USYD Faculties &
Departments
Campus Living
Management Services
Collaborative Partnership Model
The University of Sydney Page 14