Snakes and League Table Ladders - The Value of Campus Facilities In The Student Experience September, 2018
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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 msheahan@hassellstudio.com
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
design can positively We would like to thank the university
representatives for their time and insights:
–– Stewart Ross, Director, Commercial and
Campus Services; Michele Troughton, Head
influence the student UCL (University College London), United
of Estate Planning; Michael Fake, Head of
Learning and Customer Services (Library;
experience.
Kingdom Joanna Hynes, Deputy Director, Campus
–– Ben Meunier, Director of Operations, Library Support Services
This research explores
Services,; Jay Woodhouse, Facilities and
Project Manager, Library Services; June University of Newcastle, Australia
how the student
Hedges, Head of Liaison and Support Mark Kirby, Manager, Planning and Quality
Services, Library Services; Katherine
experience is measured, Fletcher, Senior Academic Planning –– Greg Anderson, University Librarian; Meri
Coordinator, UCL East Butler, Campus Strategy Manager; Professor
and the importance that
Liz Burd, Pro Vice Chancellor (Learning and
University of New South Wales, Australia Teaching)
universities and student –– Professor Geoff Crisp, Pro Vice Chancellor
(Education)
University of Surrey, United Kingdom
place, amongst all the –– Michele Facer, Head of Strategic Space
Management; Craig Lowe, Head of Student
indicators, on the campus
University of Sheffield, United Kingdom
Support Services; Dr. Rick Woods, Associate
–– Alison Little, Associate Director, Learning Dean, Faculty of Engineering and Physical
environment. Strategy and Student Engagement; Anne
Horn, Director, Library Services and
Sciences; Caroline Thomas, Director,
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
Universities are striving to demonstrate their unique their students’ educational journeys,
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
and more, students.
surveys, and interviews with key
university representatives, two critical
insights emerge:
Experience counts attraction and retention of students,
satisfaction, engagement, graduate
ÆÆ Governments, universities
and students view the student
As competition for students outcomes, league table rankings etc.. experience differently, but all
intensifies, the term Student have value for money as a core
For this project, the student
Experience is seemingly everywhere concern
experience is defined as the
in university strategic documents the ÆÆ High quality facilities play a
sum of three distinct but related
world over. direct role in student attraction,
components:
This competition is a consequence and an indirect role in student
ÆÆ University brand satisfaction
of the commodification of higher
ÆÆ Social, learning and support
education, and has profound
activities undertaken by students
implications for how, when, and These insights provide food for
ÆÆ Spaces in which these take place
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 experience.
There are many angles from which
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
The combined evidence suggest that campus facilities Universities that do well in student
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
to facilities is limited and very
pressing issue in facilities
management is providing sufficient
experience means on paper general, many universities conduct capacity for students to remain on
further surveys to obtain more detail campus between and beyond lectures
Universities have measured student
on facility related information, which - put simply, somewhere to sit. Study
satisfaction as a matter of course for
can be used to formulate funding space, whether in discipline specific
decades through short surveys at the
applications and strategic plans buildings, or more general areas such
completion of each unit of study.
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 2. Choice
questionnaires such as the National
difference, but it is not the only factor
Student Survey in the UK, and the Once universities have sufficient
in students’ perceptions of whether
Student Engagement Survey in study space capacity (as measured
their time and fees at university have
Australia. against their peer institutions),
been well spent.
Student surveys are also gaining providing choice in how, when, what
A university must now explicitly and where their students study
popularity for privately funded
demonstrate value for money is a critical factor in satisfying a
publications such as the Good
through its graduate outcomes (one diverse student population with high
Universities Guide in Australia, the
tangible measure of teaching quality) expectations of value for money.
Princeton Review in the US, and the
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
prospective students. Interviews: What student understand, and act upon the needs
of different cohorts, as identified by
These surveys are important for experience means in the students themselves.
universities in two ways – they
provide an opportunity to understand practice They provide services and facilities
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:
league tables."
ÆÆ Interviews of 23 Executive,
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
Method Participating institutions Consortium, Canada
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
ÆÆ University of Surrey, UK ÆÆ Times Higher Education Student
Research questions
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
What is the student This project began with a theoretical
framework of three connected
All of this available information
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?)
ÆÆ Student retention
reputation and the campus
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
Student experience is the sum of education has created a
attraction, retention and satisfaction
these separate considerations. Our sophisticated, discerning market of
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
surveys (27 and 22).
Princeton Review, which emphasises
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 of questions may encourage higher
These averages mask some
Consortium (CUSC), Canada survey participation rates.
important differences between
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
Questions about facilities For example, the Australian Student
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
“If you are looking prompt action to address student
concerns. The University of Surrey
for publicity about a has devised an internal survey that
university you end up on
is an early predictor of the National
Student Survey results.
Times Higher Ed or The This initiative gives the university
Guardian... That’s just the time to rectify problems before 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, 2018Snakes 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 © 11Section 3
Student experience Two recent publications from the
UK sector are telling in this regard:
The UK Students’ Union last year
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 The University of Sheffield and UCL
As full fee paying enrolments
Student Perspective”.2 are not represented in the 2017
soar, the value of university (living,
learning, researching, personal National Student Survey data after
growth) has been conflated with the
cost ($).
At the same time as the boycott lowered participation
rates below the inclusion threshold of
Recent developments in higher the student focus is 50 per cent.3
education policy in the UK and intensifying, the UK and However the politics play out,
student satisfaction surveys provide
Australia demonstrate the increasing
politicisation and reliance on student Australian governments a snapshot of what universities,
satisfaction surveys. have linked student governments and students value,
and for that reason they are worth
In both countries, funding of
universities has hit a critical point,
satisfaction data to understanding.
with shrinking public money available funding decisions through
to cater for burgeoning demand for
university places. the national teaching
Coupled with enviably strong national quality frameworks.3,4
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, 2018Snakes and League Table Ladders
Higher fees, higher While raising fees eases pressure on
governments, it increases pressure
As a further complication, students
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 © 13We 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, 2018Section 4
WHAT ROLE DO
FACILITIES PLAY?
Facilities are important at particular times. Interviewees Individuals are motivated by, and
gain satisfaction from, higher order
clearly articulated that facilities are important in the needs such as personal growth,
early phase of student attraction, but are unlikely to responsibility and achievement (for
example institutional reputation,
affect student retention, because once students have teacher quality, course content, and
commenced thier studies, learning goals and support employment prospects), but are
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
enrolment
Two-Factor Theory,9 which was
developed in workplace research, influence the student
Facilities can play a critical role in but is perhaps as applicable in the
education setting.
satisfaction result.’
‘sealing the deal’, when a student
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
leads to worker satisfaction while
This list is initially drawn on the
another separate set leads to
suitability of the course, institutional
dissatisfaction.
reputation and location (which
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
$25K "Students don't
choose a university
based on the range of
Cost to full fee paying
student in Australia 6
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, 201827% 85%
Students agree that
their
theirfees
feesshould
shouldbe
Increase in applications for bespent
spentonon
the Engineering Faculty library resources 2
in the year
The Diamond Building
opened at
Sheffield University
"When
"When we we put
put in
in aa new
new pool
pool and
and
fitnessfacility
fitness facilitywewemoved
movedupupinthe
the
rankings.Investing
rankings. Investing£10 £10million
millionin
enabledenable
facilities us to jump
us to into
jumpthe
intotopthe
topthree.
three.Facilities
Facilitiesevidently
evidentlymake
makea a
difference
difference toto the
the rankings."
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 © 17Section 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, 2018Snakes 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 their students, on top of the universal
This diversity adds richness to
exceed the Russell Group average issue of study space.
the educational experience, but
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.
support services for vulnerable and
The Australian tertiary education
international students.
space guidelines (TEFMA)10 specify
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
definition of study space.
itself on choice in places to study
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
scale or cohort mix, have
hoping to significantly improve their able to choose any subject from
standings in student experience any course across the spectrum of
league tables, providing students with faculties, and are provided with a
variety of spaces within which to
not been able to get the
a place to study is a major priority,
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 © 19Section 5
CAPACITY
University of New As a highly regarded university
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
––Good University Guide 36th/40
we see UNSW improving ‘We do upgrade tired old
because we are making a buildings even though they
lot more effort now.’ might be demolished in
Geoff Crisp, Pro Vice Chancellor (Education)
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
Quality, Learner Engagement,
say to the student sorry,
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, 2018Snakes 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
Hassell © 21Section 5
University College The reputation of many universities
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.
Campus: and classical edifices are valuable
The new Student Centre will take the
20 hectares marketing tools.
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 hour food and study haven. Pop-
Student Experience Ranking:
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:
over the last few years How much of UCL’s reputation is
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. the choice to study at UCL
Ben Meunier, Director of Operations, Library Services
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, 2018Snakes 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
Hassell © 23Section 5
CHOICE
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 high regard in which the student
the Times Higher Education student
Campus: union and the libraries are held
experience rankings. As a medium
40 hectares demonstrates their centrality to
sized Russell Group institution, it has
Students: the student experience. The union
the quality and breadth of offerings
25,000 has been voted best in the UK for
to allow choice in courses, spaces,
ten years running, and the library
Student Experience Ranking: social activities and support services.
regularly rates well in national
––National Student Survey 35th/148
––Times Higher Education 4th/122
Moving up the ladder surveys. The library is, in many
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
‘When the National
instrumental in raising the quality of
Student Survey started we
undergraduate learning, the rankings
in student experience, and increasing
were quite poorly ranked.
enrolments within the Faculty of
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.’
opening. Why did we get
Alison Little, Associate Director Learning Strategy and
Student Engagement
that increase? I think it Operating on a one-in, one-out policy
was because people knew during peak times, these buildings
they were going to be in a are delivering valuable choices for
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, 2018Snakes 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
Hassell © 25Section 5
University Of Leeds Big and broad The recently refurbished Edward
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
Student Experience Ranking:
Leeds has invested around £2
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
to increase space and space quality,
traffic. Over the last three
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.’
‘A few years ago Earth and Michael Fake, Head of Learning and Customer
Services
Environment got a new
building and applications But it is not only these micro
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
a big part in attracting another major student destination
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
to study. But decentralisation of
‘We are in the city, but
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
The approach to libraries at Leeds
to stay, there’s a lot to do
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, 2018Snakes 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
Hassell © 27Section 5
CO-OPERATION
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
perhaps has a natural advantage priced accommodation in well-
Campus:
in addressing student needs most heeled Guildford. Students have
140 hectares
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
––National Student Survey 37th/148 On-site campus housing only serves
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
‘There are lots of non- population is resistant to change.
Exam-based assessment is still the
academic reasons for norm, and drives an appetite for more
students leaving - mental individual quiet study space. Even as
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, 2018Snakes 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
country.
have the access to the Vice Chancellor that they do
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.
Hassell © 29Section 5
University of Newcastle Valuing the student For indigenous students, this
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, 2018Snakes 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
Hassell © 31Section 6
CONCLUSION
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, 2018Section 7
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