Student Customer Service Diagnostic
Assess your institution’s student customer service practices
This diagnostic is designed to help your institution identify areas where your college is excelling, as well as areas for improvement, within the realm of student customer service.
A recent EAB survey of community college practitioners revealed that 85% of community college professionals believe students’ customer service expectations have increased since 2020. This diagnostic is designed to help your institution diagnose areas where your college is excelling, as well as areas for improvement, within the realm of student customer service.
We’ve grouped the assessment by five themes that correspond to the five recommendations made in our Student Customer Service Perceptions Among Community College Practitioners insight paper. The insight paper details the responses from over 160 community college practitioners about how well their college is meeting customer service challenges and the impact gaps in service can have on enrollment and retention.
How to use the diagnostic
Training and professional development
How well do we ensure our teams are equipped with the interpersonal, professional, and tactical skills needed to best support students?
Providing rapid resolutions
How do we make sure that students receive fast answers and support, so they don’t lose momentum? Are we providing students with the information needed to make decisions, complete tasks, and meet deadlines?
Student-centered campus strategy
How are we designing systems and solutions that are built not only for students, but with students, to ensure we are meeting their expectations?
Tech-enabled support and self-guidance
How do we leverage technology as a tool to provide fast, accurate, efficient and accessible service to students?
Continuous improvement
How do we continue to center customer service as a key component of our student success strategy through reviewing benchmarking data and our strategic planning process?
This resource requires EAB partnership access to view.
Access the tool
Learn how you can get access to this resource as well as hands-on support from our experts through Navigate360.
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