The findings are key to help us understand what it is you feel we are doing well, but, more importantly, what it is we need to improve to further enhance your experience of working with us.
We have seen an increase in respondents rating their overall experience of UCAS in the last year as ‘great’ or ‘good’ – from 58% last year to 77% this year. This is a positive step forward. We feel we’re making improvements to your experience and we are absolutely committed to building on this.
Themes of HEP satisfaction include our approach to engaging with you, communications, customer service, the C&C service, and improved IT system resilience. Areas of dissatisfaction, which we will focus on improving over the next year, include Course Collect, the ease of use of some our services, and some areas of customer service.