Snakes and League Table Ladders Pdf, 1.52MB

Snakes and League Table Ladders The Value of Campus Facilities In The Student Experience September, 2018 The Value Of Campus Facilities In The Student Experience September, 2018 Contents

Hassell Contact 61 Little Collins Street Michaela Sheahan Melbourne VIC Australia 3000 Senior Researcher T +61 3 8102 3000 [email protected] hassellstudio.com +61 03 8102 3132 @hassell_studio

1. Headline Findings 4 2. Who's Measuring What? 6 3. National Surveys Analysis 8 4. What Role Do Facilities Play? 15 5. Case Studies 18 6. Conclusion 32 7. References 33

Hassell believes that good Acknowledgements University of Leeds, United Kingdom We would like to thank the university –– Stewart Ross, Director, Commercial and design can positively representatives for their time and insights: Campus Services; Michele Troughton, Head of Estate Planning; Michael Fake, Head of influence the student UCL (University College London), United Learning and Customer Services (Library; Kingdom Joanna Hynes, Deputy Director, Campus experience. –– Ben Meunier, Director of Operations, Library Support Services Services,; Jay Woodhouse, Facilities and This research explores Project Manager, Library Services; June University of Newcastle, Australia Hedges, Head of Liaison and Support Mark Kirby, Manager, Planning and Quality how the student Services, Library Services; Katherine Fletcher, Senior Academic Planning –– Greg Anderson, University Librarian; Meri experience is measured, Coordinator, UCL East Butler, Campus Strategy Manager; Professor Liz Burd, Pro Vice Chancellor (Learning and and the importance that University of New South Wales, Australia Teaching) universities and student –– Professor Geoff Crisp, Pro Vice Chancellor University of Surrey, United Kingdom (Education) place, amongst all the –– Michele Facer, Head of Strategic Space University of Sheffield, United Kingdom Management; Craig Lowe, Head of Student Support Services; Dr. Rick Woods, Associate indicators, on the campus –– Alison Little, Associate Director, Learning Dean, Faculty of Engineering and Physical environment. Strategy and Student Engagement; Anne Sciences; Caroline Thomas, Director, Horn, Director, Library Services and Library and Learning Support Services; University Librarian; Keith Lilley, Director, James Newby, Director, Traded Services and Estates and Facilities Management; Heather Business Support; Harri ap Rees, Director, Crookes, Digital and Stakeholder Liaison Student Services and Administration and Coordinator Deputy Registrar

Electrical Engineering Building, University of New South Wales, Sydney, Australia Photography by Brett Boardman

Hassell © Section 1 HEADLINE FINDINGS

their students’ educational journeys, Universities are striving to demonstrate their unique and the importance of the campus qualities, strengths and, more pragmatically, their ability environment in those responses. to improve in league tables in order to attract the best, From analysis of different student surveys, and interviews with key and more, students. university representatives, two critical insights emerge: Experience counts attraction and retention of students, ÆÆ Governments, universities satisfaction, engagement, graduate and students view the student As competition for students outcomes, league table rankings etc.. experience differently, but all intensifies, the term Student For this project, the student have value for money as a core Experience is seemingly everywhere experience is defined as the concern in university strategic documents the sum of three distinct but related ÆÆ High quality facilities play a world over. components: direct role in student attraction, This competition is a consequence and an indirect role in student ÆÆ University brand of the commodification of higher satisfaction ÆÆ Social, learning and support education, and has profound activities undertaken by students implications for how, when, and ÆÆ Spaces in which these take place These insights provide food for why education is delivered. It is also thought for decision makers who affecting how universities design strive to improve their university their buildings and campuses. Within this framework we explore in the league tables of student the growing trend of measuring There are many angles from which experience. student experience, the responses of to view the student experience, and universities to maintain or improve many indicators to measure it -

University of New South Wales, Sydney, Australia

4 The Value Of Campus Facilities In The Student Experience September, 2018 Snakes and League Table Ladders

Universities that do well in student The combined evidence suggest that campus facilities experience rankings give their play a direct role in student attraction, and an indirect students: role in satisfaction. 1. Capacity For many universities the most Surveys: What student While the extent of questions relating pressing issue in facilities to facilities is limited and very management is providing sufficient experience means on paper general, many universities conduct capacity for students to remain on further surveys to obtain more detail Universities have measured student campus between and beyond lectures on facility related information, which satisfaction as a matter of course for - put simply, somewhere to sit. Study can be used to formulate funding decades through short surveys at the space, whether in discipline specific applications and strategic plans completion of each unit of study. buildings, or more general areas such for campus and student services as the library, is a priority in estate More recently, overall satisfaction development. development. with the university experience has Teaching quality is particularly under been measured by governments in the spotlight as a major point of questionnaires such as the National 2. Choice difference, but it is not the only factor Student Survey in the UK, and the in students’ perceptions of whether Once universities have sufficient Student Engagement Survey in their time and fees at university have study space capacity (as measured Australia. been well spent. against their peer institutions), Student surveys are also gaining providing choice in how, when, what A university must now explicitly popularity for privately funded and where their students study demonstrate value for money publications such as the Good is a critical factor in satisfying a through its graduate outcomes (one Universities Guide in Australia, the diverse student population with high tangible measure of teaching quality) Princeton Review in the US, and the expectations of value for money. but also its brand, institutional Times Higher Education league tables rankings, student retention, and in the UK. campus environment, amongst other 3. Co-operation These combine national survey data indicators. Those universities with a highly with other measures to produce rated student experience seek to overall comparisons of institutions for understand, and act upon the needs prospective students. Interviews: What student of different cohorts, as identified by These surveys are important for experience means in the students themselves. universities in two ways – they They provide services and facilities provide an opportunity to understand practice that support transitions (for first the opinions of current and Three themes relating to an optimal year, first-in-family or international finishing students to enable quality student experience consistently students), affordable and high quality improvements, and they act as a arose in interviews with university residential accommodation, pastoral comparative tool to help prospective representatives. Each of the themes care, industry placement, and out of students choose where they will has a direct link to the campus hours access to library services. study. environment, and is explored in case studies of the participating The three most effective mechanisms universities. to identify needs are student surveys, focus groups, and a strong relationship between the university and the student union.

Hassell © 5 Section 2 WHO'S MEASURING WHAT?

"There will be twenty Vice Chancellors in the UK who Data say their university is in the top ten. And they will all The research includes analysis of the be right, because they will be looking at different following data: ÆÆ Interviews of 23 Executive, league tables." Estates and Library staff from six Keith Lilley, Director Estates and universities Facilities Management, University of Sheffield ÆÆ National student experience surveys ÆÆ Canadian University Survey Consortium, Canada Method Participating institutions ÆÆ National Survey of Student This study compares seven national ÆÆ University College London, UK Engagement, US/Canada/Ireland student experience surveys in the UK, ÆÆ University of New South Wales, ÆÆ National Student Survey, UK Australia and North America, and Australia ÆÆ QILT Student Experience Survey, how universities in Australia and the ÆÆ University of Sheffield, UK Australia UK respond to them ÆÆ University of Leeds, UK ÆÆ The Princeton Review, US Æ ÆÆ Times Higher Education Student Research questions Æ University of Surrey, UK ÆÆ University of Newcastle, Australia Experience Survey, UK ÆÆ How do universities and peak ÆÆ The Good Universities Guide, bodies measure student Australia experience? ÆÆ Which aspects of the campus Student barbecue, environment are most critical to University of New South Wales, the student experience? Sydney, Australia

6 The Value Of Campus Facilities In The Student Experience September, 2018 Snakes and League Table Ladders STUDENT EXPERIENCE

BRAND + ACTIVITIES + SPACE

REPUTATION LEARNING CAMPUS

SUPPORT SOCIAL

Figure 1. The Student Experience

This project began with a theoretical All of this available information What is the student framework of three connected means that the experience of experience? components perceived to be central being at university can no longer to the student experience - Learning, be considered in isolation from the Are we investigating engagement, Support and Social activities. That potential of enrolling at university satisfaction or something else model proved to be inadequate in the future, because the opinions entirely? The complexity of student after interviews with university of current students are very openly needs and the universities’ desire to representatives, and evolved into a informing the expectations and understand them are reflected in the wider interpretation of the journey decisions of prospective students. terminology used in various surveys: from potential student to graduate ÆÆ Student attraction that also includes institutional (Do you want to study there?) reputation and the campus ÆÆ Student retention environment (see Figure 1). Why is it so important? (Did you complete the course?) The student experience is important The student experience begins ÆÆ Student experience to universities for two primary well before enrolment. Ideas about (What happened while you were reasons: because a fundamental specific institutions, and university there?) tenet of the academic mission is life in general, come from friends, ÆÆ Student engagement to provide robust and engaging family, schools, and media. Each (Were you actively involved in your education for the student, and contribute a different perspective learning?) because it is financially prudent about what a student might ÆÆ Student satisfaction to enhance the reputation (and experience when they take on a (Did you enjoy it and get what you therefore enrolments) of the university qualification. needed?) institution. The commodification of higher It is relevant across time, for the education has created a Student experience is the sum of attraction, retention and satisfaction sophisticated, discerning market of these separate considerations. Our of students. interest lies in understanding how prospective students who use a range and at which point in the student of sources, including league tables, journey the questions relate to the student experience surveys and campus environment. university open days, to determine where to study.

Hassell © 7 Section 3 NATIONAL SURVEY ANALYSIS

This research explores the national student surveys in Australia, the UK Learning is the priority Different surveys for and North America by categorising As might be expected, questions different audiences the questions put to students into five about learning dominate the North American surveys are much different themes – Learning, Support, surveys, representing 43 per cent longer and more detailed (149, Social, Facilities and Other (which of all questions.(Figure 2, page 11) 79 and 109 questions) than the captures brand and demographic Learning is the major consideration Australian (67 and 21) and UK information). of all of the surveys except for the Princeton Review, which emphasises surveys (27 and 22). The analysed surveys fall into two support services, and the Times This extra detail is largely focused on broad types – those undertaken Higher Education survey, which socio-demographic information about by or for university or government focuses on facilities. (Figure 3) gender, race, income, employment, agencies to provide benchmark data housing, career intentions etc., which with which quality improvements Support services, social activities and may reflect a more diverse student and funding decisions can be made, facilities are evenly represented at population and greater wealth and those undertaken by private between nine and thirteen per cent disparity in North America. companies to generate league tables. across the surveys. Other questions Some government backed surveys about demographics, university Alternatively, as noted by some are conducted by private companies. reputation and miscellaneous factors research participants, students in constitute approximately 25 per cent Australia and the UK are frequently Government/university backed of all other information. surveyed, so minimising the number ÆÆ Canadian University Survey These averages mask some of questions may encourage higher Consortium (CUSC), Canada important differences between survey participation rates. ÆÆ National Survey of Student regions, and also between The surveys supported by government Engagement (NSSE),US/Canada/ government-backed and privately bodies were more focused on the Ireland commissioned surveys. teaching and learning experiences ÆÆ National Student Survey (NSS), UK than support services, social ÆÆ QILT Student Experience Survey activities or facilities, which feature (SES), Australia more prominently in the private

surveys often used by media outlets. Privately backed ÆÆ The Princeton Review (PR), US ÆÆ Times Higher Education Student

Experience Survey (THE), UK Electrical Engineering Building, ÆÆ The Good Universities Guide University of New South Wales, Sydney, Australia. Photography by Brett Boardman (GUG)Australia

8 The Value Of Campus Facilities In The Student Experience September, 2018 Snakes and League Table Ladders

Hassell © 9 Section 3

For example, the Australian Student Questions about facilities Experience Survey asks “How would The Times Higher Education survey you rate the library resources and has as many questions relating facilities?” The response may relate to facilities as learning, which is to a building, a service, equipment significant because of the reach or a book, and without a follow up the publication has, and the likely question, this distinction is lost. audience. This ambiguity leads to institutions These publications are specifically undertaking their own more detailed designed to inform prospective surveys, particularly in library students. One research participant services. noted: Strategically timed in-house surveys provide faster feedback, allowing prompt action to address student “If you are looking concerns. The University of Surrey for publicity about a has devised an internal survey that is an early predictor of the National university you end up on Student Survey results. Times Higher Ed or The This initiative gives the university time to rectify problems before the Guardian... That’s just the students graduate, and before the information that you issues can be acknowledged in find first.” publicly available data.

Facilities questions across the board are often general and include IT infrastructure and library resources. This muddies the water somewhat, a problem raised in the interviews with university facilities representatives looking for specific data to solve specific problems.

Learning Support Social Facilities Other

Have tutors and lecturers How much does your How often have you Library resources (books, I would recommend my set assessment tasks institution emphasise attended campus cultural online services, learning university to a friend. (THE) that challenge you to learn? providing support for events? (NSSE) space) have supported my (SES) your overall wellbeing? learning well. (SES) Have you acquired (NSSE) Based on your experience, repayable debt to finance Has your course provided how strongly do you agree How would you rate the your education? (CUSC) you with opportunities to Do you feel part of a that your university offers a science lab facilities at your explore concepts community of staff good social life? (THE) school? (Princeton) in depth? (NSS) and students? (NSS)

10 The Value Of Campus Facilities In The Student Experience September, 2018 Snakes and League Table Ladders

Criteria as a percentage of all questions from 7 surveys

Learning Support Social Facilities Other

43% 10% 13% 9% 25%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Figure 2. Questions By Themes: All Surveys

Private company surveys Learning Support Social Facilities Other

Princeton Review (US) 11% 4% 44% 18% 23%

THE Student Satisfaction Survey (UK) 32% 14% 14% 36% 4%

Good University Guide (Aust) 24% 5% 5% 66%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Figure 3. Questions By Themes: Private Company Surveys

Government backed surveys

Learning Support Social Facilities Other

Canadian University Survey Consortium (Can) 36% 13% 9% 7% 35%

National Survey Student Engagement (US/Can) 59% 7% 6% 28%

National Student Survey (UK) 74% 4% 7% 11% 4%

QILT Student Experience Survey (Aust) 70% 21% 6% 3%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Figure 4. Questions By Themes: Government Funded Surveys

Hassell © 11 Section 3

Two recent publications from the The UK Students’ Union last year Student experience UK sector are telling in this regard: implemented a widespread boycott gets political Universities UK released “Education, of the national student satisfaction Consumer Rights, and Maintaining survey in protest at the links to Student satisfaction measurement Trust”1 in 2017, which was followed funding, the ramifications of which has also become a political weapon in 2018 by a report from the newly are now reflected in the Times Higher for governments in the escalating formed UK Office for Students Education league tables. battle for higher education funding. entitled “Value for Money: The As full fee paying enrolments The University of Sheffield and UCL Student Perspective”.2 soar, the value of university (living, are not represented in the 2017 learning, researching, personal National Student Survey data after growth) has been conflated with the the boycott lowered participation cost ($). At the same time as rates below the inclusion threshold of 50 per cent.3 Recent developments in higher the student focus is education policy in the UK and intensifying, the UK and However the politics play out, Australia demonstrate the increasing student satisfaction surveys provide politicisation and reliance on student Australian governments a snapshot of what universities, satisfaction surveys. governments and students value, have linked student and for that reason they are worth In both countries, funding of understanding. universities has hit a critical point, satisfaction data to with shrinking public money available funding decisions through to cater for burgeoning demand for university places. the national teaching 3,4 Coupled with enviably strong national quality frameworks. higher education reputations, the temptation to increase fee paying (particularly international) student This is contributing to an increasingly numbers brings pressure on the febrile higher education environment. university to provide, and to prove, value for money.

Advertising for the National Student Survey, Surrey University, UK

12 The Value Of Campus Facilities In The Student Experience September, 2018 Snakes and League Table Ladders

While raising fees eases pressure on As a further complication, students Higher fees, higher governments, it increases pressure in the UK tend to believe their fees expectations on universities because, predictably, should in part be spent on the student expectations of the quality maintenance of facilities, but not on The growth of, and increasing of teaching, facilities, class sizes and new buildings, which they believe dependence on, full fee paying available study spaces rise in line should be funded through other courses has major implications for with fees. university mechanisms.2 the delivery of a positive student experience because fees and In the UK, average NSS scores are At the University of Newcastle in expectations are inextricably linked. higher in Scottish universities, where Australia, the student union takes a home students are not charged a harder line, objecting to the use of In recent years the annual cost of tuition fee. This supports the view the Student Amenity Fee to pay for a university degree has increased that students’ expectation of teaching even small building improvements significantly to £9,000 pounds in the quality are higher where they are because it believes these should UK (with further rises expected), and aware of paying fees.5 be covered by capital expenditure up to $AU25,000 for full fee paying budgets. students in Australia. 5,6

Percentage of students that mostly or definitely agree their fees should fund the following

Teaching other courses 27%

Academic research unrelated to your subject 31%

Management costs 47%

Administration costs 52%

Leisure and sport facilities 57%

Capital investment (new buildings) 58%

Student acommodation, catering & conferences 62%

Funding for student activities 63%

Scholarships/ access initiatives 64%

Student representation & advocacy 66%

Academic research related to your subject 70%

Campus state (current buildings) 70%

IT resources & facilities 77%

Student health & welfare 78%

Library resources 85%

0% 20% 40% 60% 80% 100% Hundreds

Figure 5. Where Students Agree Their Fees Should Be Spent:

Adapted from "Value For Money: The Student Perspective., TrendenceUK, 2018 2

Hassell © 13 We are hamstrung by our 1960s brutalist master plan, including one lecture block with 25 lecture theatres. It's amazing, but has little informal learning space in it. The rest of the campus has to be rich with opportunities.

Stewart Ross, Director, Commercial Services, University of Leeds

14 The Value Of Campus Facilities In The Student Experience September, 2018 Section 4 WHAT ROLE DO FACILITIES PLAY?

Individuals are motivated by, and Facilities are important at particular times. Interviewees gain satisfaction from, higher order clearly articulated that facilities are important in the needs such as personal growth, responsibility and achievement (for early phase of student attraction, but are unlikely to example institutional reputation, affect student retention, because once students have teacher quality, course content, and employment prospects), but are commenced thier studies, learning goals and support dissatisfied by lower order needs services become more important. such as fringe benefits and work conditions. In the education setting these Facilities indirectly affect student Whether it is the quality of the hygiene factors equate to campus satisfaction during and at the residential accommodation, the social activities, catering quality, completion of a student’s studies specialist teaching facilities, or the accommodation, and facilities. because inappropriate or insufficient availability of informal study space, These lower order needs must be campus facilities limit the ability of students consider the state and maintained to ensure students university staff to deliver content in suitability of the facilities once the are not disgruntled, but ultimately a suitable format or setting, which in primary factors have narrowed their are unlikely to affect their overall turn inhibits the quality of learning. choices. satisfaction. New and refurbished facilities must now accommodate pedagogical Herzberg’s two-factor changes that favour smaller theory ‘The things that you are group learning and collaborative assessment tasks over didactic The perception of students that their able to decide upon as a teaching methods. fees should fund maintenance of facilities but not new buildings prospective student are From short list to (Figure 5) calls to mind Herzberg’s not the things that then Two-Factor Theory,9 which was enrolment developed in workplace research, influence the student Facilities can play a critical role in but is perhaps as applicable in the satisfaction result.’ ‘sealing the deal’, when a student education setting. Keith Lilley, Director, Estates and Facilities is deciding at which university, of a The widely accepted theory proposes Management, University of Sheffield short list, they will choose to enrol. that one set of job characteristics This list is initially drawn on the leads to worker satisfaction while suitability of the course, institutional another separate set leads to reputation and location (which dissatisfaction. country, state, region or city), factors that have been shown to be primary considerations in university selection. 7,8 University of Leeds, UK

Hassell © 15 £9K Cost to full fee paying student in the United Kingdom 5

"Students don't $25K choose a university Cost to full fee paying student in Australia 6 based on the range of accommodation, but it is a powerful tool in converting a decision."

Joanna Hynes, Deputy Director, Campus Support Services, University of Leeds

"Buildings help people get to know each other."

Liz Burd,Pro Vice Chancellor, University of Newcastle, Australia

16 The Value Of Campus Facilities In The Student Experience September, 2018 85% Students agree that 27% theirtheir fees fees should should be Increase in applications for bespent spent on on the Engineering Faculty librarylibrary resourcesresources 2 in the year The Diamond Building opened at Sheffield University

"When we put in a new pool and fitnessfitness facility facility wewe movedmoved up up in the the rankings.rankings. Investing Investing £10 £10 million million in facilitiesenabled enable us to jumpus to intojump the into top the topthree. three. Facilities Facilities evidently evidently make make a a difference to the rankings." difference to the rankings." Stewart Ross, Director, Commercial Services, University of Leeds

1. Electrical Engineering Building, University of New South Wales, Sydney, Australia. Photography by Brett Boardman 4. Auchmuty Library, University of Newcastle, Australia 2. Cruciform Library, University College London, UK 5. Student Union, University of Leeds, UK 3. Western Bank Library, University of Sheffield, UK 6. The Diamond Building, University of Sheffield, UK

Hassell © 17 Section 5 CASE STUDIES

University of Leeds, UK (Source © University of Leeds)

The following six case studies explore how the student experience is perceived and acted on in the current climate of competition and funding pressures. The research reveals three things a university striving for exceptional student experience should give their students: Capacity, Choice and Co-operation.

18 The Value Of Campus Facilities In The Student Experience September, 2018 Snakes and League Table Ladders

Capacity Choice Co-operation ÆÆ University College London ÆÆ University of Sheffield ÆÆ University of Surrey ÆÆ University of New South Wales ÆÆ University of Leeds ÆÆ University of Newcastle

Sometimes it’s the simple things that Once universities have sufficient The great value of student survey can provide a well needed boost. For study space capacity (as measured data is that universities have never many universities the most pressing against their peer institutions), before been so well informed of their facilities issue is providing sufficient providing choices in when, where students’ needs and preferences. capacity for students to remain on and how to study is a critical factor Those universities with great student campus between and beyond lectures in satisfying a diverse student experiences emphasise and act on - put simply, somewhere to sit and population with high expectations of the importance of understanding the study. Informal study space, whether value for money. needs of different cohorts. in discipline specific buildings, or As student populations grow The University of Surrey has identified more general areas such as the larger, often as a result of higher through both survey data and a strong library, is currently a high priority in post graduate and international relationship with their student union facilities development. enrolments, student needs and that affordable accommodation is The participating UK universities preferences become more diverse. the most significant challenge for all expressed a desire to equal or This diversity adds richness to their students, on top of the universal exceed the Russell Group average the educational experience, but issue of study space. ratio of students to study spaces complexity in delivering facilities that At Newcastle, it is the services and (approximately 6:1), as measured by accommodate everyone’s specific facilities that support transitions the Association of University Directors needs - 24 hour access, quiet and (for first year, first in family or of Estates (AUDE). collaborative study, didactic and international students), residential They each could identify specific active learning, social and sporting accommodation, and out of hours numbers of seats (beyond teaching activity, campus and private access to library services that are spaces) that are suitable to study accommodation, industry presence... critical in student retention, and at in particular locations and where The list is endless, but the funds ultimately student satisfaction. increases were planned. are not. And at Leeds, understanding their For Australian universities, informal Choice in when, where and how to international students’ previous study space was also highly desired, study is crucial in perceptions of experiences (for example in highly but less urgent, and in the absence value. This is particularly evident in pedestrianised campuses, compared of a simple measure, were striving for the desire at all of the participating to the city integrated model of Leeds) more general targets (i.e. more study universities for specific spaces for is an unexpected element of risk spaces). post graduate students, and for mitigation on campus. The Australian tertiary education support services for vulnerable and space guidelines (TEFMA)10 specify international students. an area of up to 0.8 square metres The University of Sheffield prides "Those universities who per full time student, but lack a clear itself on choice in places to study definition of study space. within a library ecosystem. At the have adjusted their student At UCL and UNSW, two institutions University of Leeds, students are population too quickly, in hoping to significantly improve their able to choose any subject from standings in student experience any course across the spectrum of scale or cohort mix, have league tables, providing students with faculties, and are provided with a not been able to get the a place to study is a major priority, variety of spaces within which to and each has a significant program of pursue them. infrastructure to move informal learning space development as quickly, and have seen underway. their ranking in some league tables affected." Stewart Ross, Director, Campus and Commercial Services, University of Leeds

Hassell © 19 Section 5 CAPACITY

As a highly regarded university University of New with strong student attraction and Campus wide improvement South Wales retention figures and excellent As part of a major program of graduate outcomes, UNSW scores campus renewal, the university is Location: surprisingly poorly on the national increasing the number and quality Sydney, Australia Student Experience Survey. of informal learning spaces, both Campus: inside and out, and undertaking 140 hectares improvements to increase activity Students: ‘I am not expecting and engagement around the campus 53,000 dramatic change, but I grounds. Student Experience Ranking: hope that over 3-5 years ––Student Experience Survey 39th/40 th we see UNSW improving ––Good University Guide 36 /40 ‘We do upgrade tired old because we are making a buildings even though they lot more effort now.’ Geoff Crisp, Pro Vice Chancellor (Education) might be demolished in

five years, because that’s The university is striving for a whole group of students significant improvement in its SES results. Its efforts are underpinned who have got their degree by the creation of a heat map to in that time. Do we leave it identify correlations between overall satisfaction and the five domains as a dumpy old space and of the survey, which are Teaching say to the student sorry, Quality, Learner Engagement, Learning Resources, Student Support, bad luck for you?’ and Skills Development. Geoff Crisp, Pro Vice Chancellor (Education) The heat map shows that Teaching Quality has the largest single influence, although student services External factors can also affect the and the campus environment also student experience. The University is affect scores. currently experiencing disruption on the perimeter of the campus due to the construction of a light rail service from the city. On completion, this is anticipated to positively affect the student experience results because it will relieve long term public transport inconvenience and short term disruption for current students.

20 The Value Of Campus Facilities In The Student Experience September, 2018 Snakes and League Table Ladders

‘The thing that wasn't on the agenda was informal space. Now it's built into everything we do. Students told us they want tables, wifi, a comfortable chair and a kitchen.?’ Geoff Crisp, Pro Vice Chancellor (Education), University of New South Wales

Electrical Engineering Building, University of New South Wales, Sydney, Australia. Photography by Brett Boardman

The reputation of many universities University College is anchored by the age of the Getting Creative London institution; a mix of academic A broad program incorporating pop- tradition, a legacy of research up spaces, new buildings and flexible Location: excellence, and historic architecture. use is underway to address the issues London, UK Gothic halls, sandstone quadrangles raised by students in surveys. and classical edifices are valuable Campus: The new Student Centre will take the marketing tools. 20 hectares study space ratio above the Russell Students: The anchor of tradition will keep Group average, and the recently 40,000 you steady in a strong current, but completed Wilkins Refectory is a 24 can also hold you back when the Student Experience Ranking: hour food and study haven. Pop- current changes. For UCL, exceptional up libraries allow students to use ––National Student Survey 101st/48 research power coupled with brand teaching rooms during exam periods, ––Times Higher Education 96th/122 recognition through longevity attracts boosting capacity by around 300. students, staff and funding, but does The new space availability system not necessarily translate to strong provides real-time information on student experience survey results. where to find a seat, increasing space One of the differences between UK utilisation across campus. and Australian institutions is the UCL is also developing UCL East, greater difficulty UK universities in Stratford, approximately ten have developing heritage buildings kilometres from Bloomsbury. The and expanding densely populated new campus, which will open in campuses. 2021, is intended to accommodate sixty new courses, but is not expected Working With The Old to ease space pressures at the Bloomsbury campus. In a similar vein to UNSW, UCL regularly performs strongly in The new facilities at Stratford will reputational league tables, yet undoubtedly deliver world class struggles in student experience education for a new cohort, with rankings. And, as with UNSW, an entirely different flavour, but UCL is focusing on a fundamental the intention is to ‘take the spirit requirement - somewhere to study. of Bloomsbury’ with them as UCL expands to Stratford. This presents logistical and resource challenges, "We've done a lot of work and raises an interesting question: How much of UCL’s reputation is over the last few years anchored in its incomparable location on ratios of students and sense of place in one of the to workspaces because world’s great global cities? we were well behind the "It's difficult to divorce Russell Group average. Ben Meunier, Director of Operations, Library Services the choice to study at UCL from the location." June Hedges, Head of Liaison and Support Services UCL library and facilities staff believe that building constraints at the Bloomsbury campus in inner London are negatively affecting the experience rankings. Heritage building limitations preclude reconfiguration to suit new ways of learning, and a lack of space for large scale lecture theatres and study areas is an ongoing challenge.

22 The Value Of Campus Facilities In The Student Experience September, 2018 Snakes and League Table Ladders

‘The student feedback divides evenly between the physical experience on campus, which is not always positive, and their experience with programmes, which is very positive. Our facilities are a significant barrier to improving the student experience." Geoff Crisp, Pro Vice Chancellor (Education), University of New South Wales

1. Flaxman Gallery, University College London, UK 2. Wilkins Building, University College London, UK

University of Sheffield Heavy Hitter Choosing where to study Location: The University of Sheffield is highly on campus Sheffield, UK regarded by students, at fourth in the Times Higher Education student The high regard in which the student Campus: union and the libraries are held 40 hectares experience rankings. As a medium sized Russell Group institution, it has demonstrates their centrality to Students: the quality and breadth of offerings the student experience. The union 25,000 to allow choice in courses, spaces, has been voted best in the UK for social activities and support services. ten years running, and the library Student Experience Ranking: regularly rates well in national ––National Student Survey 35th/148 Moving up the ladder surveys. The library is, in many ––Times Higher Education 4th/122 respects, at the heart of the Sheffield The University has recently addressed student experience. Each of the shortfalls in space quality and three main libraries has a different quantity. As one of the beneficiaries personality, attracting different types of £600 million of investment over of students. the last seven years, the Faculty of The 1950s Western Bank Library is Engineering has moved from fourth a modernist jewel for quiet study, in the UK for engineering research favoured by post-graduates. The income to second, behind the world Information Commons, the first leading UCL. Estate development in space of its kind built in the UK , has the form of The Diamond, the Pam recently been refurbished after being Liversidge Building and the soon to the collaborative learning workhorse be completed Heart of the Campus for ten years. The Diamond, favoured have contributed significantly to this by undergraduates and international improvement. students for its busier atmosphere, Architecturally spectacular, popular has now taken on that mantle. with students, and highly publicised globally, The Diamond has been instrumental in raising the quality of ‘When the National undergraduate learning, the rankings in student experience, and increasing Student Survey started we enrolments within the Faculty of were quite poorly ranked. Engineering. The Information Commons ‘We had a 27 per cent made a massive difference increase in applications for to the students and the the year The Diamond was library.’ Alison Little, Associate Director Learning Strategy and Student Engagement opening. Why did we get

that increase? I think it Operating on a one-in, one-out policy was because people knew during peak times, these buildings are delivering valuable choices for they were going to be in a students with an insatiable appetite fantastic building.’ for study space. Keith Lilley, Director of Estates and Facilities Management 1. The Diamond, University of Sheffield, UK 2. Western Bank Library, University of Sheffield, UK

24 The Value Of Campus Facilities In The Student Experience September, 2018 Snakes and League Table Ladders ‘Students choose where they want to study. The library has five sites. It's about choice, and at different times of the year you'll see different choices."

Anne Horn, Director of library Services and University Librarian, University of Sheffield

The recently refurbished Edward University Of Leeds Big and broad Boyle Library is quieter and more Location: The University of Leeds is a large and focused on the upper levels, and the Leeds, UK comprehensive all rounder. It scores new Laidlaw Library, built to keep up well across the board in student with the Russell Group study space Campus: experience categories. ratio target, is preferred by first years 37 hectares Working with the legacy of an for it’s busy atmosphere and cafe. Students: imposing brutalist master plan, 34,000 Leeds has invested around £2 Student Experience Ranking: million annually for several years in ‘Libraries are a bit like ––National Student Survey 19th/48 upgrading their 250 flat floored and road building - build them ––Times Higher Education 6th/122 tiered teaching spaces. In the past five years it has delivered around and you just get more twenty capital investment projects traffic. Over the last three to increase space and space quality, and this has had a measurable or four years traffic to the effect on student attraction and enrolments. libraries has gone up by about 33 per cent.’ Michael Fake, Head of Learning and Customer ‘A few years ago Earth and Services Environment got a new But it is not only these micro building and applications choices that give the University of went through the roof. Leeds strong student experience results. It is located in a large city, Facilities obviously plays close to international airports, and another major student destination a big part in attracting in Manchester, with high quality students. ’ and affordable accommodation on Michele Troughton, Head of Estate Planning and close to campus. The site is integrated into the city fabric, but maintains a consolidated campus Attention has now turned to informal atmosphere, surrounded by student learning space within the libraries focused activity and another and other smaller spaces. School- university, Leeds Beckett. based areas are important in providing faculties with a ‘home’ for their students, and choice in where ‘We are in the city, but to study. But decentralisation of informal learning spaces creates we are also a campus security concerns. And with the diverse range of subject options for for those students that students to choose from, timetabling that’s important to. We’ve and maintaining proximity to lecture spaces becomes more complex. got an experience on Choices, choices! campus, there’s a reason to stay, there’s a lot to do The approach to libraries at Leeds is similar to that of Sheffield - the culturally, and there’s a variety of architecture and resources within them encourages very sense of place.’ Stewart Ross, Director, Campus and Commercial different behaviours, and allows the Services students to choose the right study environment at the right time. At the 1930s Beaux Arts Brotherton Library, It has invested heavily in the student post-graduates sit undisturbed in experience, and is reaping the deep concentration. benefits across the spectrum of learning, social and support services.

26 The Value Of Campus Facilities In The Student Experience September, 2018 Snakes and League Table Ladders

Part of Leeds' unique selling point is that we are a big research intensive university that manages to be also very student focussed. We have the full range of disciplines. That's good for student experience."

Stewart Ross, Director Commercial and Campus Services, University of Leeds

Edward Boyle Library, University of Leeds, UK

University of Surrey Know your students well Address your weakness Location: As the smallest institution in this The biggest challenge for students Guildford, UK study, the University of Surrey at Surrey is finding reasonably Campus: perhaps has a natural advantage priced accommodation in well- 140 hectares in addressing student needs most heeled Guildford. Students have attentively. In addition to the usual high expectations of campus Students: array of surveys, the university has accommodation, which has gradually 15,000 developed an internal tool based shifted over time from basic youth Student Experience Ranking: on the i-graduate survey’s four hostel to hotel style. domains of Arrival, Living, Learning th On-site campus housing only serves ––National Student Survey 37 /148 Environments and Support. ––Times Higher Education 6th/122 a third of the students. The rest must The Surrey version adds questions negotiate the difficult private rental related to wellbeing, careers and market. To assist, the university has employability, and is strategically an in-house student letting agency, timed to address student concerns which received the 2018 Guardian well before students participate in the Award for Student Experience. National Students Survey. A recent audit of the Surrey estate It is this extra knowledge about the indicated that while available welfare and aspirations of students space was sufficient for growth, that informs the development of a major programme of teaching pastoral care programmes and other space refurbishment is required to services that directly support the lift the standard of quality, and to students in their learning as well as accommodate smaller group learning their personal circumstances. and collaborative assessment tasks. But the conservative student population is resistant to change. ‘There are lots of non- Exam-based assessment is still the academic reasons for norm, and drives an appetite for more individual quiet study space. Even as students leaving - mental a star performer in experience league health, isolation, being tables (and not a Russell Group member), Surrey is not immune to away from home. That’s the pressure to aspire to the Russell why we invest in support Group study space ratio. services.’ Craig Lowe, Head Student Support Services, University of Surreyw

28 The Value Of Campus Facilities In The Student Experience September, 2018 Snakes and League Table Ladders

‘Study space is a real concern on this campus. Ninety five per cent of our students are undergraduate, which means huge numbers of students on campus in full time courses.’ Michele Facer, Head of Strategic Space Management, University of Surrey

Play to your strengths One of Guildford’s strengths is its proximity to London, and the picturesque campus situated on a hill overlooking the town. It is also "Other student union presidents wouldn't necessarily considered the safest campus in the have the access to the Vice Chancellor that they do country. With an excellent employability here at Surrey. Two big issues we are working with the record built on professional training Student Union to address are accommodation and study and employment links, and a strong relationship with the student space pressures." union, the university plays to its Craig Lowe, Head of Student Support Services, strengths and is working hard on its University of Surrey few weaknesses to stay in the top echelons of the student experience Surrey University, Guildford, UK league tables.

For indigenous students, this University of Newcastle Valuing the student translates into a standalone building Location: The University of Newcastle to support those who need their own Newcastle, Australia significantly improved its standing space. For others it is the provision in the league tables of student of prayer rooms on campus. From a Campus: experience after a concerted effort service perspective, some students 140 hectares to listen to, act on and communicate benefit from face-to-face meetings Students: its focus on students’ needs and or regular phone contact to ensure 37,000 particular circumstances. they are not disengaging from their Student Experience Ranking: studies. ––Student Experience Survey 30th/40 ––Good University Guide 11th/40 ‘From 2012 to 2015 ‘Last year we employed a UON’s ranking of graduate consultant to meet with satisfaction lifted from staff and students to map the lowest to the highest the entire student journey, quartile, partly because from initial promotion right of a ‘you said, we did’ through to being alumni.’ campaign. We built a Greg Anderson, University Librarian relationship with the students. One of the things that became clear Study space, again was that the university As with all other universities in the valued it’s students.’ study, Newcastle students value the opportunity to stay on campus Mark Kirby, Manager, Planning and Quality to study and socialise beyond lectures. Informal spaces are a The university prides itself on critical factor for vulnerable groups working hard to accommodate its of students because they allow them many vulnerable cohorts. First in to congregate to socialise, build family, indigenous, mature age and peer networks, and feel a part of a international students make up a community. significant proportion of the student Over recent years the university has population. These groups benefit invested in many informal learning from specific programmes to ensure spaces across the libraries, as well a positive experience. as external social spaces for eating, drinking, sports and recreation in an effort to build a cohesive and supported community of learners.

30 The Value Of Campus Facilities In The Student Experience September, 2018 Snakes and League Table Ladders

"Social and support services are more important than learning components because many students feel ill- prepared for university study and so are vulnerable to leaving if they are not supported."

Professor Liz Burd, Pro Vice Chancellor (Learning and Teaching) University of Newcastle

1. University of Newcastle, Australia 2. Auchmuty Library, University of Newcastle, Australia

Student Experience Surveys are an increasingly important tool for universities to understand their current students’ needs, and prospective students’ priorities. While learning quality is the primary consideration in the student experience, facilities are an important contributing factor, directly affecting student attraction, and indirectly enabling quality learning outcomes for students.

In order to compete for, and meet the expectations of fee paying students, universities should, and will, continue to invest in facilities that provide an optimal learning and living environment on campus.

Those universities that invest most effectively will place themselves in a strong position to maintain and improve their performance in the league table ladders of student experience.

32 The Value Of Campus Facilities In The Student Experience September, 2018 Section 7 REFERENCES

1. Universities UK, 2017. Education, Consumer Rights and Maintaining Trust: What students want from their university. Website at www.universitiesuk.ac.uk/policy-and-analysis/reports/Documents/2017/education- consumer-rights-maintaining-trust-web.pdf 2. TrendenceUK and Office For Students, 2018. Value for Money: The Student Perspective, UK Trendence Research Group GTI. Website at https://studentsunionresearch.com/2018/03/10/value-for-money-the- student-perspective/ 3. Times Higher Education, 2017. National Student Survey: Campuses omitted after NUS boycott. Website at www.timeshighereducation.com/news/national-student-survey-2017-campuses-omitted-after-nus-boycott 4. Gardner, M. 2017. Why Birmingham’s performance funding plan won’t improve Australian universities, The Conversation. Website at www.theconversation.com/why-birminghams-performance-funding-plan-wont- improve-australian-universities-77389 5. Lenton, P. 2015. Determining student satisfaction: An economic analysis of the National Student Survey. Economics of Education Review. Website at www.elsevier.com/locate/econedurev 6. Pash, C. 2014. The Cost Of Getting A University Degree In Australia Is About To Change: Business Insider Australia. Website at www.businessinsider.com.au/the-cost-of-getting-a-university-degree-in-australia-is- about-to-change-heres-what-you-need-to-know-2014-6 7. Matzdorf, F. and Greenwood, J. 2015. Student choice, league tables and university facilities. In Alexander, K and Price, I. (eds). EuroFM Research Papers – Advancing Knowledge in FM. Schipol, Netherlands, EuroFM 8. International Student Survey, 2014. Department of Education and Training, Australian Government. Website at www.internationaleducation.gov.au/research/research-papers/Documents/ISS%202014%20Report%20 Final.pdf 9. Herzberg, F., 1964. The Motivation-Hygiene Concept and Problems of Manpower. Personnel Administrator (27): 3–7. (January–February 1964). 10. Tertiary Education Facilities Management, 2009. Space Planning Guidelines, Edition 3. Website at www. tefma.com/resources/ 11. Hall, R. 2018. The Guardian University Awards: The Winners. The Guardian, 25 April, 2018. Website at www. theguardian.com/higher-education-network/2018/apr/24/guardian-university-awards-2018-the-winners

Adelaide San Francisco Level 1 82 Waymouth Street Level 7 650 California Street Adelaide SA Australia 5000 San Francisco CA 94108 United States T +61 8 8220 5000 T +1 415 860 7067 E [email protected] E [email protected]

Brisbane Shanghai 36 Warry Street 12F base 45 Caoxi North Road Fortitude Valley QLD Australia 4006 Xuhui District Shanghai 200030 China T +61 7 3914 4000 T +8621 5456 3666 E [email protected] E [email protected]

Hong Kong Singapore 22F, 169 Electric Road 33 Tras Street North Point Hong Kong #02-01 078973 Singapore T +852 2552 9098 T +65 6224 4688 E [email protected] E [email protected]

London Sydney 1 Curtain Place Level 2 Pier 8/9 London EC2A 3AN United Kingdom 23 Hickson Road T +44 20 7490 7669 Sydney NSW Australia 2000 E [email protected] T +61 2 9101 2000 E [email protected]

Melbourne 61 Little Collins Street Melbourne VIC Australia 3000 T +61 3 8102 3000 E [email protected]

Perth Level 1 Commonwealth Bank Building 242 Murray Street Perth WA Australia 6000 T +61 8 6477 6000 E [email protected]

© Hassell. This document and the ideas incorporated within, as an instrument of professional service, is the property of Hassell. It shall not be used or reproduced in any manner what so-ever, in whole or in part, or for any other project without the prior permission of Hassell.