mortiz0010

WHY STUDENTS LEFT COLLEGE - 2016 Neal Raisman, PhD President, NRaisman and Associates www.GreatServiceMatters.com Every four years, NRaisman & Associates conducts a study to find out why students left a college or university.   We conduct this with students who have left a college or university at least six months before the study. This we believe takes out the emotions contained in leaving a school. When students leave they are often quite upset and will tell the interviewer they left for personal reasons. What we have found out in our studies is that for a great many dropping students those “personal reasons” are primarily “I just can’t wait to get out of here”. So we wait and when we talk to the students, at least three months, after the emotions have cooled and we can get more considered responses and more honest ones too.  Some of the students had enrolled at another college, university or community college but that was not a concern of this study. The ex-students ha...

The first contact with a school quite often is by a potential student calling the college to get some information. We know that 12% of enrollment is lost after the first real contact with a college. So we decided to see what that first contact with a college might be like.   Last Wednesday we called 50 colleges and universities – 45 not for profit, 5 for-profit to check on what sort of telephone answering and service skills we would find. If this were a pop quiz the class failed. Of the 50 schools called, 43 had phone answering technologies picking up the calls. They all welcomed us in a fairly tolerant android voice similar to my GPS Jill voice. Pleasant, non-committal and clearly not human.  These technological answering systems are sold as both labor and cost saving devices that could also provide some CRM information on who calls, when they call and for whom they called.  They may have done that with our calls but they clearly turned us off when of the 43, 16 stated t...