Thank you to those who took the time to complete this year’s annual HEP satisfaction survey. The findings are key to help us here at UCAS understand what it is you feel we are doing well, but, more importantly, to drive improvements to the experience you have of working with us. In essence you have told us this year that ‘things are getting better but there is still a lot of room for improvement’.
We have seen a 4% increase in respondents rating their overall experience of UCAS in the last year as ‘great’ or ‘good’ – from 54% to 58%. This is nothing for us to shout about, but we feel we’re making some improvements to your experience and we are absolutely committed to building on this. View our
Filename: hep-survey-results-infographic.pdf
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Document link: https://www.ucas.com/system/files?file=hep-survey-results-infographic.pdf
Themes of HEP satisfaction include the service you receive from our customer facing teams (the Relationship Managers, IT Relationship Managers, HEP Team and Data Collection Team in particular) and our engagement activities. Areas of dissatisfaction, which we will focus on fixing, include Course Collect (the main source of dissatisfaction) and your technical experience in terms of the reporting and resolution of IT issues. We have already put in place a number of improvements to address the latter and will continue to do so.
Read the full survey results:
Filename: hep-satisfaction-survey-2014-final-report.pdf