Resultaten tevredenheidsmeting 2015-2016 (alleen Engels)

The Executive Board commissions an annual survey for the Student Monitor. This allows the Executive Board to keep abreast of how people experience and perceive the quality of the services offered at the university. The figures indicate whether the quality is sufficient or not, taking into account the trends over several years. If the figures reveal a need for improvements, further analysis is usually conducted to clarify the issues and investigate what should or can be done to improve the quality. Priority is given to issues with the highest percentage of dissatisfied respondents.

Summary of the results
This summary contains the main results of the general satisfaction survey for the 2015-2016 academic year. For the present survey, all students who were registered as UM student in the 2015-2016 academic year were approached. The survey was held in April and May 2016 and the questionnaire was available in both Dutch and English. In total 1710 students took part in the survey.

The most positive and negative aspects are listed below for each individual component. Positive items are those with which at least 75% of the students were satisfied or very satisfied. Items for improvement are listed if 15% or more of the students were dissatisfied or very dissatisfied with these.

Enrolling: study programme, education and exams
Positive aspects (% satisfied):
>  registration procedure to enrol / re-enrol for study programme (84%)
>  registration procedure for courses (78%)
>  period of time to register for courses (79%)
Aspects to improve (% dissatisfied):
>  procedure to register for courses not included in the standard programme (23%)

Doing a programme / studying

Positive aspects (% satisfied):
>  way in which timetables are published (87%)
>  way in which exam tables are published (80%)
>  availability of study materials (77%)
>  digital articles / books from library (75%)
>  lecture halls (88%)
>  tutorial group rooms (88%)
>  rooms used for practicals (86%)
>  research rooms / laboratories (85%)
>  possibility of booking rooms (81%)
>  wireless network (84%)
>  copying, printing and scanning facilities (82%)
>  Webmail (90%)
Aspects to improve (% dissatisfied):
>  publication date of timetables (32%)
>  process of requesting articles/books from other libraries (16%)
>  study places in the inner city university library (28%)
>  video recordings that are made (15%)
>  audio recordings that are made (15%)

Study results, graduation and deregistration
Positive aspects (% satisfied):
>  -
Aspects to improve (% dissatisfied):
>  time within your results are announced (25%)
>  way in which your results are announced (29%)
>  time within feedback is announced (29%)
>  way in which feedback is announced (46%)
>  clarity and availability of information with regard to graduation (29%)
>  clarity and availability of information with regard to deregistration (29%)

Study career

Positive aspects (% satisfied):
>  -
Aspects to improve (% dissatisfied):
>  information with regard to exceptions such as exemptions, free Bachelors, etc. (46%)
>  information with regard to choosing a specialisation or degree programme (26%)
>  information with regard to practical training/traineeships (39%)
>  information with regard to studying abroad (32%)
>  information with regard to courses that are not included  in the standard study programme (55%)
>  information with regard to master's programmes (18%)
>  information with regard to labour market perspectives/future occupational field (39%)
>  information from UM Career Services (38%)

Information channels
Positive aspects (% satisfied):
>  information that you receive through the UM website (66%)
>  information that you receive through MyUM (63%)
>  information that you receive through EleUM (85%)
Aspects to improve (% dissatisfied):
>  -

Support

Positive aspects (% satisfied):
>  service provided by the Front Office in the Visitors' Centre (84%)
>  service provided by the Front Office at your faculty (81%)
>  service desk (77%)
>  information and advice from the library location that you usually visit (86%)
Aspects to improve (% dissatisfied):
>  -

Other facilities

Positive aspects (% satisfied):
>  UM Sports facilities (92%)
>  Studium Generale programme (88%)
>  student associations’ activities (78%)
>  possibility of paying with the UM card (82%)
>  gaining access to buildings with the UM card (83%)
>  copyshop in the buildings (79%)
>  sanitary facilities in the buildings (83%)
>  general areas in the buildings (86%)
>  signage in the buildings (79%)
>  bicycle storage (75%)
Aspects to improve (% dissatisfied):
> university restaurant's selection (28%)
> price/quality ratio of the university restaurants’ selection (52%)
> price/quality ratio of the coffee corners' selection (32%)
> outdoor seating areas (17%)
> parking spaces (29%)

Improvements
The results of the latest monitors were discussed by the Coordinating Directors' Board on 4 July 2016. Several university-wide improvement efforts are already in progress or just finished. On most issues the results of this year’s monitor show a slightly higher score. But nevertheless also this year results highlight a number of familiar issues. The Board has asked faculties and service centres to evaluate the results and consider what further improvements need to be addressed.

In recent years, various activities are performed in order to improve information services. The Graduation and Information work group and the Employability task force have been working on a plan to improve the information provided about graduation, work placements and career opportunities. The new UM website should also ensure that information is more accessible and in line with users' needs.
Spring 2016 the new Student Portal has become available, but for most students just after the questionnaire for the Student Monitor was launched.
The scheduling improvements aim to provide better timetable information to students and improve functionality, which includes the Student Portal. The monitor shows that students are reasonably satisfied with the way in which the schedules are published. Last year 81,5 % was (very) satisfied, this year 87% was (very) satisfied. But many still prefer earlier publication. Last year 39,5 % was (very) dissatisfied, this year 32,3% was (very) dissatisfied. The faculties have also been asked to ensure that they meet the deadlines regarding publication of exam results. The Coordinating Directors' Board has agreed to keep schedule changes to a minimum and explore possible solutions for earlier publication.

For quite some time, the highest priority at the University Library has been creating more study spaces. Study spaces were installed at both the Bonnefantenklooster and the Tapijnkazerne last year. This year new study spaces were realized at the new University Sports Centre.
The University Library periodically assesses the usage of study spaces. Facility Services explores the possibilities of extra spaces in the faculty buildings.
Although the current concept for the university restaurant was developed together with students, there is still much dissatisfaction with the range of products offered and the price/quality relationship. Facility Services examines opportunities for improvement.

Gepost door S. Neijnens (Sanne), M.Sc. op 15-7-2016

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