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SUMMARY

Responding to the identified drivers of postgraduate advocacy will positively impact on NPS scores and pursue improvements to student satisfaction. Through understanding the declining experiences during middle and later stages of study, the concierge at city staff will coordinate a series of interventions designed to support their experience. Whilst this research and proposed action attends to the current needs of students, it also translates to a bottom line net benefit of $1.1m per annum, reflecting an attainable 3% increase in student retention.

Publication Date

4-7-2016

City

Gold Coast, Qld

Keywords

Postgraduate students, La Trobe University, customer service commitment, student enrolment

Disciplines

Higher Education

Comments

Published version

Walker, S., Linnestad, J., & Young, M. (2016). Redefining postgraduate education: Introducing the Concierge at City Service. Poster presented at The Post Graduate Student Experience National Symposium. 7-8 April, 2016. Gold Coast, Australia.

Access the symposium website

© Copyright, The Authors, 2016

Creative Commons License

Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License
This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.

Redefining postgraduate education: Introducing the Concierge at City Service.

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