Early CCI web survey results… alumni also more positive than current students and faculty/staff…

Customer Centric Index (CCI) survey responses are now in from 1,294 alumni. We haven’t finished the formal tabulations yet, but one thing is quite obvious… alumni, like “future students” are far more positive about the website experience at their college or university than are the current student and faculty/staff users.

To recap… in the survey, people pick the top 3 aspects of the website experience that were most significant for them. Everyone has a chance to select from the same list of 26 choices… positive and negative elements of 13 website characteristics.

In an earlier update I noted that well over 70% of future students picked positive characteristics to describe their website experiece.

Alumni… 70%+ Report Postive Experiences

So far, alumni are doing the same… well over 70% are pretty happy with their use of the website they were surveyed about and picked positive terms to describe it.

These results confirm findings from users of corporate websites in full Customer Carewords research… external visitors to the site most often are far happier than “everyday” users who depend on the site for regular business activities.

Most higher education websites don’t have an Intranet site distinct from the site used by future students, alumni, parents, and other external visitors. That complicates the task of getting people to where they want to go, as quickly as they want to get there. And when they do arrive, they are less likely to find the content and accomplish the tasks that they’d most like to do.

Benchmark Data Coming Soon

In a few weeks we’ll publish benchmark data on the overall results from the four audience groups asked to response to the survey. Not every school asked every audience, but we’ll have enough responses to set a strong base going forward. Then we’ll continue to update that base as new colleges and universities complete a CCI survey.

Each school that completes a CCI survey for one or more of the four groups can compare their own results with total positive and negative responses.

CCI Survey… What’s Covered

Read more about the CCI survey here and email me at bob@bobjohnsonconsulting.com or call me at 248.766.6425 to schedule a survey for your key website audiences. CCI will help you identify priority areas for website improvement so you don’t waste time and money changing what you’re already doing well.

10 Colleges and Universities

Our first benchmark report will include total results based on surveys to one or more audiences at 10 colleges and universities in Canada, Sweden, the U.S. and the U.K.

  • DePaul University
  • East Stroudsburg University
  • Fordham University
  • Ithaca College
  • Lund University
  • Tyler Junior College
  • University of Hertfordshire
  • University of Manitoba 
  • University of Missouri
  • University of Waterloo



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