The National University of Singapore (NUS) is the only university to buck the trend of decreasing customer satisfaction index scores for the education sector this quarter. NUS, which posted a two-point improvement, took the lead amongst universities, with a score of 71. The Institute of Service Excellence at SMU (ISES), which develops this index, said that “quality” was the key driver behind the rise in NUS’ score.
NUS scored well especially for questions on overall satisfaction with the university, overall ability of the University to meet students’ expectations, and how the university compares to the students’ ideal university. NUS’ improved score was also due to an increase in value provided in the form of better educational facilities and higher teaching and administrative standards.
On the results, NUS President, Professor Tan Chorh Chuan, said, “We believe strongly that we must provide our students with a rich, distinctive and memorable experience in NUS, and we are heartened by the positive response from our students in this survey.”
One finding from the index for the education sector shows it is in their long-term interest to make sure students have satisfying experiences while they are at the institutions as this correlates positively with their future intentions to give back to their alma mater.
“We are seeing many positive signs that students who have had positive experiences in NUS want to continue to be part of our community, to participate, contribute and help,” added Prof Tan.
The index polled currently enrolled students from universities, polytechnics and ITE, with at least 250 respondents polled from each school. Respondents were polled in April and May on their satisfaction levels with regards to three drivers, namely expectations of the overall quality of education given distant past experiences, overall quality of education based on recent experiences, and quality of experience relative to fees paid.
To read the survey in detail, click here .
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