For Directors of Student Experience
Engagement and service quality, made visible for student welfare instead of just help-desk tickets. Numbers you can take to a service review, not anecdotes.
Measure student service the way you already measure IT.
Service-quality KPIs for Directors of Student Experience: weekly check-in response rate, first-touch response time, help volume and resolution by category, and time to the right answer.
01
Weekly check-in response rate
Today: LMS announcements have no response signal at all.
The share of the cohort answering the weekly check-in, week by week.
02
First-touch response time on help requests
Today: nothing measures the minutes from a student asking to a human replying.
Median minutes from a student asking to a human making contact.
03
Help volume and resolution, by category
Today: you track this for IT tickets, not for student welfare.
Financial, academic, belonging and wellbeing requests, split and tracked to resolution.