eXplorance
Proven Strategies for Optimizing
Response Rates in Course Evaluations
Presented by: Miltiadis Vadrahanis
Executive Director, Sales - eXplorance Inc.
About eXplorance
 Location: Montreal, Canada
 Industry focus: Higher Education
eXplorance
 Solutions: course evaluations, surveys, tests,
voting/elections, 360 reviews and performance
appraisals
 Partners include:
 Customers include:
Moving Online - Key Challenge
eXplorance
 Some worry that online evaluations may
generate a lower response rate, eroding the
worth of the migration exercise, and limiting
the value these deliver to their institutions
 With the right strategies,
online evaluations will
generate comparable or
better response rates
with enhanced quality
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Preparation
Implementation
Follow-up
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Preparation
Select the Right System
 Get buy-in from all stakeholders
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Administrators (Provost, IR, IT)
Instructors
Students
 Setup a diversified steering
committee
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Eliminate bias in decisions
Analyze needs and define
requirements
Clearly define selection criteria
Communicate the Benefits
 Advertise advantages
to all stakeholders
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 Use available media to
create a positive Buzz:
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Newsletters
Advertisements
E-mail
Social networking
Banners
Right decisions are seldom resisted!
eXplorance
Sample Marketing Campaign
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Recruiting Top Level Support
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Implementation
Step 1
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The only way to reach a goal is to have one!
Gather school level expectations
Set realistic, achievable goal
Share with everyone and make it common cause
You may not reach it immediately, but it will
imminently happen!
Engage Stakeholders
 Faculty
• Track response rates per course/Section
• Reach and encourage students to provide feedback
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 Students
• Advertise response rate progress to students using
social media or other viral venues (e.g. Facebook page)
 University
• Recognize courses or schools with high response rates
based on set of communicated expectations
Migrate in Stages if Needed
 Not ready for campus-wide deployment?
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Gradually introduce online evaluations
Mix online and paper evaluations with a plan to
completely phase out the latter
Run as many pilot projects as needed to firm up
process
In class evaluations?
Optimize Instrument
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 Shorter Forms
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Unify your questionnaires
No need to ask demographic questions
Section forms into multiple pages
Group questions as much as possible
Provide convenient Save & Continue option
 Smarter Forms
• Fast, user friendly and convenient
• Live and accurate error validation
Make Every Word Count
Focus on getting students to move forward:
 Use call-to-action (active voice)
 Keep it short and informal
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• Place important text or action requests near the beginning
• Personalize
 Create a sense of genuine urgency (now, today …)
 Additional techniques include:
• Capitalize on superman syndrome
• Leverage the power of guilt
• Give a way out
Wording Examples
 Word with web in mind:
• “We would appreciate it if you can provide us with your
feedback by clicking here.”
• “Please provide us with your feedback now!”
eXplorance
 Word with web in mind:
• “This is another follow-up pertaining to the request you
have made for information. We are glad to assist you if
you can provide us with your availability.”
• “We have tried contacting you a few times and were
unable to reach you. You must have been very busy.
Please reply to this email today and help us reach
you.”
Real Life Communication
Dear John Smith,
As part of our focus on improving the student experience at eXplorance we are seeking your
feedback for each of the courses you are undertaking this term.
We are using new online survey software to make it easier for students to give us their
feedback. We would very much appreciate it if you would take a few minutes to fill out a brief
on-line evaluation forms.
eXplorance
Please click here NOW to complete the course evaluation for each of your courses
Please respond as soon as possible. We may send reminders after few days if we haven't
received your reply because your feedback is important. If you experience any technical
difficulties or have any questions please contact STS at sts@explorance.com.
Best regards,
Samer Saab
eXplorance Inc.
514-938-2111
ssaab@explorance.com
eXplorance
Proposed Enhancements
Optimized Communication
Dear John,
As part of our focus on enhancing the student experience at eXplorance we need your
confidential feedback for the courses you are undertaking this term.
The information you provide is very important. The summary results from evaluations are used
to assess both curricular and instructional quality and to identify opportunities for
improvement. We have moved your course evaluations online in an effort to facilitate your
overall experience, and help us further our commitment to sustainability.
eXplorance
Please complete your course evaluations today!
Thank you for your collaboration, it is truly appreciated. If you require assistance or have any
questions please contact STS at sts@explorance.com
Sincerely,
Samer
Samer Saab
eXplorance Inc.
514-938-2111
ssaab@explorance.com
From Email to Feedback
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Exit Page
Instrument
Email
Landing
Page
Use E-mail Invites/Reminders
 Send only one email per student
 Send as many reminders as needed
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• Make the message shorter and harsher
• Remind delinquent responders only
• Escalate requester’s rank with every reminder
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Invites/Reminders Spikes
Leverage Student Portal
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Access to assigned evaluations and shared reports
Implement a Grade Pathway
 The best approach to generate very high response
rates is by implementing a grade pathway.
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 There are different approaches to grade pathways
implementations:
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Early access to grades
Grade enhancement incentives
Grade Blocking for no response
Grade Blocking for evaluation opt-in/out
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Grade Pathway - Rates
Expand Evaluation Window
 Increasing window allows more time for
communications, and students to provide feedback:
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• Minimum - 2 weeks
• Optimal – 2-3 weeks
 In class evaluations:
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Can be part of migration strategy
Process complicated and expensive
What about students that don’t show?
What about students whose mood is not optimal?
eXplorance
Follow-up
Act Quickly on Results
 Generate and share results
in a timely manner
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 Commit tangible action:
• As a proof that you are
actively listening
• To build trust and encourage
students to further
participate in upcoming
online evaluation initiatives
Foster Accountability
 Share results widely and
wisely
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 Transparency - include
results in registration
process?
 Accountability - link results
to performance appraisals
process?
Include Everyone
 All voices are equal
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• Further your reach and increase response rate
• Align with mandated accessibility regulation
• Be socially responsible
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True Mobile Support
eXplorance
Thank you for your time.
Do you have any feedback or questions?