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: briefing read-through, first-touch response time, help volume and resolution by category, and time to the right answer.
01
Briefing read-through rate
Today: LMS announcements have no read-through measure.
The share of the cohort who reached the end of each week's briefing.
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.
Related solutions
See it for your next cohort.
Currently meeting with universities.