Unveiling the Student Digital Experience: Challenges and Opportunities for Universities

Discover key findings from our research on how students rate their online interaction with university administrative services.

Three students siting on steps scrolling through cell phones
Three students siting on steps scrolling through cell phones
Three students siting on steps scrolling through cell phones

Higher education is facing an increasing competition, and student experience is becoming a key differentiator. We conducted research in partnership with Times Higher Education, surveyed over 1,000 UK students to understand their online experience with university admin services.

The study consisted of:

1. A survey of 1,031 completed interviews with current UG and PGT students was conducted between 18th September and 13th October 2023, in order to measure students experiences and views of university administrative services.

2. Alongside the survey 11 depth interviews were undertaken with current UG and PGT students to further understand students experiences and views of administrative services

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Key Findings

  • While the majority find systems easy to use, a significant minority struggles.
  • Enrolment satisfaction varies, with clear communication and online forms key for success.
  • Only 55% can access all services from one place, impacting satisfaction.
  • 62% are satisfied overall, but satisfaction jumps to 71% for those with single access point.
  • Students overwhelmingly desire a central hub, ideally within a mobile app.

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Download our whitepaper for more comprehensive findings

Overview

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