In March 2015 the Competition and Market Authority (CMA) published guidance to help universities to understand and apply consumer protection laws in dealing with undergraduate students. The advice looked at three areas: Information provision; terms and conditions and complaint handling processes and practices. With regard to information the CMA state that HE providers need to supply the right information at the right time. It should be accurate, up-to-date, compliment KIS data sets and is a legal requirement. Recent research commissioned by the QAA to look at guidance produced to support information delivery found that Universities that offer potential students a wide range of comprehensive information achieve a higher satisfaction score in the National Student Survey (NSS). As we move further down the road of ‘students as consumers’ and ‘HE providers as businesses’ having the right information on your university website is not only a legal necessity but is also of paramount importance in recruitment and insurance of student satisfaction. So why are so many universities still getting it wrong?
Resources:
- The slides are available on Slideshare and embedded below.
- A video recording of the talk is available on Youtube and embedded below.
Slides:
Video:
- Title: Right Here; Right Now: Providing the Information your Students Need and your Regulator Requires
- Type: Plenary talk
- Hashtag: #P12
- Speaker: Marieke Guy
- Date and time: 10.00-10.30 on Thursday 23 June 2016
