The Group actively monitors and serves the needs of students, faculty members, employers, partners and other key stakeholders in school operations and development. It formulates policies and regulations such as the “Measures for Student and Teacher Experience Management” and the “Process for Handling Student and Teacher Complaints”, and it adheres to the problem-orientated principle and identifies the root causes of issues. The Group has established a closed-loop model for experience management that covers demand identification, problem analysis, problem handling, resolution verification and performance evaluation. The Group incorporates stakeholder satisfaction as a key indicator in performance evaluation, so as to improve service quality, provide a premium experience and achieve its educational goals.
The Group values the opinions of its students and teachers, and it has independently developed the Opinion Management Platform, which it operates for 150,000 students and teachers. This platform provides a direct reporting channel that breaks down information barriers, allowing the Group to respond to demands in real time and solve problems quickly. The Opinion Management Platform has become an important tool for improving management and service quality.
The Group carries out a satisfaction survey on a yearly basis to pinpoint the needs and expectations of students and teachers. Based on the survey results, the Group makes targeted improvements to create a more favourable learning, living and working environment for students and teachers. The results of the satisfaction surveys show that students and teachers have been “satisfied” with the Group’s work for four consecutive years.
The Group also holds Principal’s Reception Day, which represents another important initiative for promoting communication and encouraging students and teachers to actively participate in school development. In this way, the Group aims to create a positive, open and free campus atmosphere, and effectively promote the academic development and comprehensive growth of students.
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Students of Zhengzhou School put forward plans for school development -
Gansu School’s Principal’s Reception Day
The schools under the Group have set up Student Experience Committees, which comprise members from all grades and departments who are tasked with serving as spokesmen for students in terms of the student experience. The committees encourage students to enthusiastically participate in campus management, and help create a warm, caring and rich campus culture.
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The Student Experience Committee of Guangxi School held a tea party -
Zhengzhou School’s Student Experience Committee held a tree planting activity
