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Student Feedback metrics and KPIs

What are Student Feedback metrics?

Crafting the perfect Student Feedback metrics can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.

Copy these examples into your preferred app, or you can also use Tability to keep yourself accountable.

Find Student Feedback metrics with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.

Examples of Student Feedback metrics and KPIs

Metrics for Streamline Operations & Improve Feedback

  • 1. Average Response Time

    The average time it takes for support staff to respond to student queries

    What good looks like for this metric: 24 hours or less

    Ideas to improve this metric
    • Implement automated responses for common queries
    • Provide additional training sessions for support staff
    • Utilise CRM software to track response times
    • Set goals for individual team members
    • Analyse and optimise workflow processes

  • 2. Student Feedback Quality Score

    The average rating of feedback provided by mentors as rated by students

    What good looks like for this metric: 4.5 out of 5

    Ideas to improve this metric
    • Provide training on giving effective feedback
    • Develop a standard feedback template
    • Review and discuss feedback in team meetings
    • Gather feedback from students on mentor performance
    • Conduct regular mentor evaluations

  • 3. First Contact Resolution Rate

    Percentage of support queries resolved during the first interaction with support staff

    What good looks like for this metric: 70% or higher

    Ideas to improve this metric
    • Conduct root cause analysis on frequently unresolved topics
    • Empower staff to make decisions without escalation
    • Improve access to solution resources
    • Develop a comprehensive FAQ section
    • Increasing collaboration with mentors for complex issues

  • 4. Mentor Availability

    Measures the average time mentors are available to provide feedback during scheduled office hours

    What good looks like for this metric: 85% of scheduled hours

    Ideas to improve this metric
    • Optimise scheduling to align with student needs
    • Provide incentives for maintaining high availability
    • Introduce flexible working hours for mentors
    • Utilise technology to aid remote mentoring sessions
    • Increase cross-training for coverage

  • 5. Net Promoter Score (NPS)

    A measure of student loyalty and satisfaction based on their likelihood to recommend the training to others

    What good looks like for this metric: 70 or above

    Ideas to improve this metric
    • Regularly survey students for feedback
    • Improve mentor-student engagement
    • Enhance curriculum based on student feedback
    • Ensure a seamless onboarding process
    • Create a supportive community for student interaction
response-timestudent-feedbacksupport-staffmentorsoperations-teamfeedback-improvement-team
Implement these metrics

Tracking your Student Feedback metrics

Having a plan is one thing, sticking to it is another.

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

Tability Insights DashboardTability's check-ins will save you hours and increase transparency

More metrics recently published

We have more examples to help you below.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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