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1、EducationHow institutions can thrive in a changing landscape2In the coming year,experiences in education will matter more than ever.Whether its a student stepping foot on campus for the first time,or an educator deciding when to leave the industry these experiences will become ever more crucial in d

2、elivering key outcomes across your institution in 2023.Experiences will determine whether students and staff choose your institution,or go elsewhere.Students and families continue to view education as less of a service and more as a commodity.That means that the cost of changing schools is low,and e

3、xpectations are high.This mindset shift requires institutions to evolve and change,yet,faculty and staff are not feeling trusted to take risks to solve challenges in new and innovative ways.Both students and employees are not feeling heard by their institutions,and their feedback doesnt translate to

4、 action.Preparing education leaders for 2023Lee Perlis Global Head of EducationInstitutions need to listen on all channels and take action on feedback to drive meaningful change and lasting outcomes.Yet there are bright spots that institutions can leverage to help confront these challenges.Public tr

5、ust and brand strength are high which can help provide needed air cover as institutions work to address key challenges like enrollment,student and staff retention,and well-being.Weve compiled findings from our broader consumer and employee trend reports,with a specific lens on education,to provide i

6、nsights,opportunities,and recommendations for 2023 to help your institution navigate and succeed in a challenging environment.Qualtrics is the ultimate solution for managing and improving every key experience across educationGET IN TOUCH3Community experience trendsA GLOBAL SNAPSHOT4Against a backdro

7、p of economic uncertainty,waning confidence,and declining enrollment,education leaders are facing monumental challenges.Students and families now view education as a commodity and have high expectations when it comes to their experiences.We asked more than 7,000 global community members about their

8、experiences with the higher education institutions that they interacted with.Heres what they said about their experiences.SATISFACTION79%Our report highlights key areas institutions should focus on in the months ahead to help institutions create better experiences for their communities namely studen

9、ts,families,and alumni.TRUST79%77%2 percentage points from cross-industry global average 3 percentage points compared to 2022 trends5 percentage points from cross-industry global average 4 percentage points compared to 2022 trends5 percentage points from cross-industry global average 5 percentage po

10、ints compared to 2022 trendsThe year higher education becomes a commodityLIKELIHOOD TO RECOMMEND5Establish multi-channel feedback approaches so that community members feel heardUse institutional loyalty to improve brand reputation TREND 01TREND 03Build trust with equity-driven decisions for greater

11、impactTREND 02Put community members first to improve satisfactionTREND 04What we found670%of community members say colleges and universities need to do a better job of listening to feedback.Respondents say 16 of 20 industries included in the study do a better job listening to feedback than higher ed

12、ucation.Establish multi-channel feedback approaches so that community members feel heardTHE WAY FORWARDImproving experiences starts with an intentional listening strategy.From solicited feedback via surveys,always-on feedback with digital intercepts,and unsolicited feedback from social listening cap

13、abilities,omni-channel feedback can help you tune into how your key stakeholders are feeling.While empathy starts with listening,its also about using that information to drive change.Providing opportunities for feedback wont lead to change without also leveraging the insights to drive action.Educati

14、onal institutions need the right technology in place to understand the information available to them and move beyond listening to driving action.TREND 0170%Respondents that indicated organizations need to do a better job of listening to feedbackHigher educationAverage across other industries63%7 per

15、centagepoints vs crossindustry average7Build trust with equity-driven decisions for greater impactTHE WAY FORWARDEducational institutions should never stop investing in building public trust.The increase in community trust year over year is impressive,but there is also evidence that trust varies bet

16、ween certain types of students(e.g.,lower for students of color)and in specific areas(e.g.,higher for digital mental health technology).While public trust is high,institutions should work to ensure trust among all community groups,including underrepresented students and people of color,and in all fu

17、nction areas,such as counseling.5percentage points 79%74%Level of trust in education vs cross-industry Higher educationOther industriesTREND 02Members of higher education communities are five percentage points more likely to say they trust college and universities than other industries.Global trust

18、in higher education grew four percentage points from 2022 to 2023.8The share of community members who would recommend a college or university increased more from 2022 to 2023 than any other industry,rising from 72%to 77%.Use institutional loyalty to improve brand reputationTHE WAY FORWARDAlumni,stud

19、ents,families,and community members are important stakeholders for managing brand reputation.A recommendation from a trusted friend or family member could be the deciding factor in a student enrolling at your institution or another one.Create opportunities for alumni to engage with prospective stude

20、nts to share their experiences with your institution and regularly engage with your local community.TREND 035 percentage points year over year77%72%Likelihood to recommend a higher education organizationLikelihood in 2023Likelihood in 20229Satisfaction with colleges and universities has increased 3

21、percentage points since 2022 but still has room to improve to be a top 5 performing industry.Put community members first to improve satisfactionTHE WAY FORWARDThinking of education as a commodity is a long-standing taboo but its time to push back on this outdated way of thinking.The cost of educatio

22、n is continuing to rise and student and family expectations for educational institutions are growing.Treating students,families,and alumni like customers puts them at the center of institutional decision-making,helping to ensure they are supported,find value,and are satisfied with their experience.G

23、ET REPORTFor additional insights,get your copy of the full 2023 Global Consumer Trends report.TREND 04Improved satisfaction with higher education organizations20%40%60%80%0%76%79%2022202310Employee experience trendsA GLOBAL SNAPSHOT11Across the globe,employees are demanding more meaningful changes i

24、n the workplace;from better work-life balance and flexibility to concerns about pay and performance.As a result,organizations are having to navigate a complex range of issues,but in education,these challenges are further exacerbated due to the risk of top talent leaving the industry for more lucrati

25、ve private sector opportunities.To find out whats driving the employee experience,as well as what institutions can do to improve,we asked more than 2,500 employees in education about their work experiences.Heres what they said.The year institutions tune into the employee voiceOur report highlights k

26、ey areas you should focus on in the coming year to help you retain and attract top talent to your institution.ENGAGEMENT68%INTENT TO STAY64%EXPERIENCE VS EXPECTATIONS36%1 percentage point from cross-industry global average 3 percentage points compared to 2022 trendsNo change compared to cross-indust

27、ry global average 3 percentage points compared to 2022 trends3 percentage points from cross-industry global average 10 percentage point compared to 2022 trends_12Improve employee satisfaction by aligning pay and performance Reward employees for taking risks to fuel innovationTREND 01TREND 03Build em

28、ployee trust by acting on feedbackTREND 02Provide professional growth to avoid potential burnout TREND 04What we found13Only 39%of education employees agree that their pay is clearly linked to performance,11 percentage points lower than the cross-industry average.Since 2021,education employee percep

29、tions that they are paid fairly for the work they do and that benefits meet their needs have both declined,by 2 and 7 percentage points,respectively.THE WAY FORWARDTo better align performance and pay,establish regular performance conversations and reviews to help set expectations.Also,ensure that em

30、ployees understand the raise and promotion process,and work with them to build career action plans that help them reach their goals.This focus on employee satisfaction will also help institutions drive better outcomes for their students as engaged staff are often more likely to have better interacti

31、ons with students,families,and alumni leading to better stakeholder experiences.Improve employee satisfaction by aligning pay and performance TREND 01Cross-industry averageEducation11 percentagepoints vs cross-industry 50%39%Respondents that feel their pay is clearly linked to performance14Less than

32、 half of employees have seen positive changes as a result of previous surveys(44%)or were given opportunities to discuss survey results from the previous year(41%).When it comes to leadership,only 58%agree that senior leadership responds to feedback from employees.Build employee trust by acting on f

33、eedback THE WAY FORWARD Dont just collect feedback,demonstrate to employees how youre using it to inform decision-making.If you receive feedback you cant immediately act on,share what you heard so employees feel acknowledged and outline a long-term plan for driving change.Open communication can help

34、 you build trust and ensure continued feedback from your employees.One way to speed up the process is to invest in technology platforms that allow for real-time data reporting so that you can quickly and transparently share insights with employees.of education employees were given an opportunity to

35、discuss last years resultsof education employees have seen positive changes as a result of previous surveys44%41%TREND 0215Education employees indicate that they are encouraged to take risks but not rewarded for it.Compared to other industries,they are more likely to say that they are free to try ne

36、w things even when they may not succeed but less likely to say managers reward risk-taking to drive innovation.Reward employees for taking risks to fuel innovationTHE WAY FORWARDThe challenges in education are ever-evolving.New challenges require new solutions and innovation is key to helping instit

37、utions excel.Continuing to create opportunities for educators and staff to take risks with creative ideas is critical for the advancement of education.However,rewarding risk-taking is also necessary to keep employees engaged and satisfied.Not only do engaged employees contribute more to their organi

38、zations,but research also shows that they provide better experiences for customers.Free to try things even ifthey may not succeedManager rewards risktaking to drive innovation65%60%44%51%Cross-industry averageEducationTREND 0316More than 1 in 3 education employees are at risk of burnout.Providing op

39、portunities for employees to meet career goals and learn and develop are two of the top drivers to reduce the risk of burnout.Provide professional growth to avoid potential burnoutTHE WAY FORWARDProfessional growth can take many forms from informal lunch and learns to advanced certification and lear

40、ning programs.Solicit feedback from faculty and staff to determine what gaps exist and the best way to close those gaps.Working closely with staff to create an action plan will help build trust and buy-in.GET REPORTFor additional insights,get your copy of the full 2023 Global Employee Trends report.TREND 04Feel at risk of burnout in education35%28%Feel like their efforts at work have no impact43%Feel emotionally drained from their work36%Dont care about their workComponents of burnout for education employees