Resultaten tevredenheidsmeting 2014-2015 (alleen Engels)

The Executive Board commissions an annual survey for the Student Monitor and a biennial survey for the Service 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.

Changes to survey design
The survey methodology for the Student Monitor and Service Monitor was changed this year to make it easier for respondents to complete the questions. This complicates comparing this year's scores with those from previous years. The changes to the questions have increased their information value for most respondents. The results now even more clearly highlight what the issues are. It is difficult to state how much the changes in the scores (mostly a higher percentage of dissatisfied respondents) can be attributed to the changes in the system.

Summary of the results
This summary contains the main results of the general satisfaction survey for the 2014-2015 academic year. For the present survey, all students who were registered as UM student in the 2014-2015 academic year were approached. The survey was held in May and June 2015 and the questionnaire was available in both Dutch and English. In total almost 1300 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):
> -
Aspects to improve (% dissatisfied):
> period of time to register for courses (15%)
> registration procedure for re-sits (23%)
> period of time to register for re-sits (26%)
> procedure to register for courses not included in the standard programme (32%)

Doing a programme / studying

Positive aspects (% satisfied):
> way in which timetables are published (81%)
> lecture halls (83%)
> tutorial group rooms (87%)
> rooms used for practicals (83%)
> research rooms / laboratories (81%)
> wireless network (77%)
> webmail (86%)
Aspects to improve (% dissatisfied):
> publication date of timetables (40%)
> way in which exam tables are published (15%)
> publication date of exam timetables (21%)
> timely availability of study materials (17%)
> process of requesting articles/books from other libraries (18%)
> possibility of booking rooms (16%)
> study places in the inner city university library (41%)
> study places in the Randwyck university library (18%)
> study places with computer (18%)
> study places without computer outside the university library (22%)
> video recordings that are made (27%)
> audio recordings that are made (29%)
> copying, printing and scanning facilities (15%)
> Student Desktop Anywhere (15%)

Study results, graduation and deregistration
Positive aspects (% satisfied):
> -
Aspects to improve (% dissatisfied):
> the time within your results are announced (38%)
> the way in which your results are announced (19%)
> the time within feedback is announced (36%)
> the way in which feedback is announced (32%)
> clarity and availability of information with regard to graduation (40%)
> clarity and availability of information with regard to deregistration (39%)

Study career

Positive aspects (% satisfied): 
> -
Aspects to improve (% dissatisfied): 
> information with regard to exceptions such as exemptions, free Bachelors, etc. (56%)
> information with regard to choosing a specialisation or degree programme (31%)
> information with regard to practical training/traineeships (48%)
> information with regard to studying abroad (34%)
> information with regard to courses that are not included  in the standard study programme (60%)
> information with regard to master's programmes (18%)
> information with regard to labour market perspectives/future occupational field (48%)
> information from UM Career Services (35%)

Information channels
Positive aspects (% satisfied): 
> information that you receive through EleUM (76%)
Aspects to improve (% dissatisfied): 
> information that you receive through the UM website (15%)
> information that you receive through MyUM (17%)
> information that you receive through the faculty intranet (18%)
> information that you receive through eSC/Surfyourself/Ask Psychology (22%)


Positive aspects (% satisfied): 
> service provided by the Front Office in the Visitors' Centre (81%)
> service provided by the Front Office at your faculty (76%)
> information and advice from the library location that you usually visit (82%)
Aspects to improve (% dissatisfied): 
> language training by the UM Language Centre (20%)
> service provided by the student advisor (15%)
> service provided by the psychological counsellor for students (16%)

Other facilities

Positive aspects (% satisfied): 
> Studium Generale programme (78%)
> sanitary facilities in the buildings (83%)
> general areas in the buildings (80%)
> signage in the buildings (78%)
Aspects to improve (% dissatisfied): 
> university restaurant's selection (32%)
> price/quality ratio of the university restaurants' selection (59%)
> price/quality ratio of the coffee corners' selection (39%)
> outdoor seating areas (20%)
> parking spaces (37%)

Plans for improvement
The results of the latest monitors were discussed by the Coordinating Directors' Board on 17 September 2015. It was agreed that the faculties and service centres will evaluate the results and, where necessary, will explore the possibilities for improvement. This year's results particularly even more clearly highlight a number of familiar issues. Several university-wide improvement efforts are already in progress and/or additional efforts have been planned:

Different activities are being undertaken to improve information services. The Graduation and Information work group and the Employability task force are 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.
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, but many still prefer earlier publication. The Coordinating Directors' Board has agreed to keep schedule changes to a minimum and explore possible solutions for earlier publication. The faculties have also been asked to ensure that they meet the deadlines regarding publication of exam results. 

The faculties received varying results for student satisfaction with the use of video and audio recordings in classes, related to whether or not they were used. It has been agreed that the faculties will make their own priorities in this regard and, if needed, seek opportunities for improvements.
In the coming period, EdLab will be looking at ways to improve the process of feedback and exam (and/or study) results. One option, for example, is to have exams scanned and returned to students by email.
For quite some time, the highest priority at the University Library has been creating more study spaces. New study spaces were recently installed at both the Bonnefantenklooster and the Tapijnkazerne. The University Library also periodically assesses the usage of study spaces. In the short term, Facility Services will explore 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 will investigate the matter.

Gepost door S. Neijnens (Sanne), M.Sc. op 22-9-2015

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