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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.
Gold Coast, Qld
Postgraduate students, La Trobe University, customer service commitment, student enrolment
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Walker, Shawn; Linnestad, Joe; and Young, Mark, "Redefining postgraduate education: Introducing the Concierge at City Service." (2016). Symposium Posters. 11.