NEWS & INSIGHT
54% of Business School leaders believe the role of Schools is to develop and nurture responsible managers
their students. A quarter (25%) believe this is not the case, and 3% are unsure. To drill down into these findings, survey participants were asked how their School provides students with a personalised service. More than two in five participants (43%) said the most personalisation was currently provided in teaching and learning, while 21% said the most personalisation was provided in careers support. Less personalisation is currently deemed to be provided in recruitment (cited by 5% of respondents) assessment (cited by 2%) marketing (cited by 1%) and alumni relations (cited by 1%). The vast majority of survey participants (88%) however, agree that personalising students’ learning experience is something that will grow in importance over the next five years. Only 6% thought that this area will not become any more important at their School in terms of strategy and delivery in this timeframe. Why do Business School leaders see personalisation as so important? Among respondents, 88% think personalisation enables students to achieve the most out of their Business School experience; and 20% think it is important in encouraging students to return to some form of learning in the future. Other answers survey participants gave supporting the importance of personalisation include offering a sense of uniqueness in communication of proposals; meeting the current
their students might be using; 56% said that they believe their LMS somewhat matches the user experience of other platforms. In saying that, Business School leaders do not necessarily believe that their LMS needs to compete with mainstream or consumer platforms, in terms of usability. Only 29% thought the user experience of its LMS should match those of commercial websites ‘a great deal’ – 56% said, instead, that it should match mainstream websites’ user experience either ‘just a little’ or ‘a fair amount’. Business School leaders are also on the fence as to whether they think students expect the standards of their LMS platforms to match those of more commercial platforms. Again, only 29% think that students expect learning management systems to meet the standards of commercial platforms to a great extent; 50% think that students expect LMS platforms to somewhat meet the standards of more commercial organisations. Personalisation In the digital age, and with growing consumer expectations, the survey explored perceptions of customer service and personalisation in business education. Bearing in mind that 58% of Business School leaders believe students to be the main ‘customer’ of their Business School, just under three-quarters (72%) of the same respondent pool agree that their institution provides a personalised experience for
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Ambition | BE IN BRILLIANT COMPANY
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