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INDIANA UNIVERSITY ONLINE + QUALTRICS
Indiana University relies on seamless student experience to build its online offering
IU Online Achieved
95%
Online student satisfaction rating
17.3%
Year-over-year undergraduate enrollment increase
Intuitive new enrollment application
Overview
Indiana University’s fast-growing IU Online division offers degree programs in 22 subjects ranging from mathematics to design and education. While the university was confident in its online classroom experience, it wanted to ensure the remaining aspects of the student experience were cohesive and intuitive. So, IU Online turned to Qualtrics.
How do you build a seamless online student experience?
IU Online uses Qualtrics to collect feedback related to about 100 different aspects of its student experience. The partnership has helped IU Online to craft an industry-leading program featuring big gains in both enrollment and retention, as well as a prestigious national award for excellence in enrollment management.
Instant feedback leads to actionable insight
IU Online identified nine key touchpoints that were both central to the student experience and in need of improvement, including its processes for online application, course registration and onboarding. As the university implemented improvements, its leaders realized they lacked a way to gather feedback at the most important moment—just after a student had worked through one of the processes. By partnering with Qualtrics, IU Online can now gather insights using near-real-time feedback connected specifically to each individual touchpoint.
Making a great first impression
Filling out a college application is a crucial early moment in the student experience—and one that IU Online identified as an opportunity for differentiation. The university designed what it hoped was an intuitive, cohesive application, including handling academic transcript requests on behalf of its students.
But IU Online lacked a way to confirm whether its application was truly impressing students. A partnership with Qualtrics confirmed the hunch, with students praising the overall application process and expressing overwhelming enthusiasm for the transcript service.
Whitnie Powell
Assistant VP, Enrollment Management and Student Services
We felt like we had the right services in place. [The next step] was really to make sure the experience was matching and connecting them with that infrastructure and those services.
IU Online coordinates online degree programs for Indiana University, a public research university with seven campuses and two regional centers. IU Online’s degree programs enroll about 10,000 students and rank among the national leaders according to U.S. News & World Report.
wwww.online.iu.eduIndustry
Higher Education
Region
North America
Company Size
Large
Business Type
Nonprofit University