As with any business, a college or university calculates what it costs to acquire a new student, retain an existing student, or lose a student. And while these numbers will vary from institution to institution, something all schools have in common is that these numbers alert them to areas of success and other areas that may require attention. Information informs action. Here’s how to measure student satisfaction and what student feedback is worth.
According to research, 90 percent of smartphone users are enrolled in SMS loyalty clubs with companies they feel like they benefit from being enrolled in their program.[i] More than 50 percent of consumers would rather text for customer support than call if given the option. And 98 percent of adults aged 18 to 29 in the US own a device capable of receiving a text message.[ii]
There is no question whether or not text messaging is a smart way to improve or enhance your customers’ experience. Arguably, SMS is the new normal when it comes to customer service. So, since text messaging customers is becoming more of the expectation, how can you leverage the technology to offer superior service to your students on campus?
Let’s take a closer look at four college campuses that are utilizing SMS technology to elevate the customer experience of their students.