I agree with most of the responses already posted in this thread. In the case of my school, it is particularly important to address student interaction in a timely fashion, since all of our programs are taught online. Students feel particularly vulnerable in an environment in which they cannot interact face to face with the institution. A timely response makes the difference to show that there is actually a whole institution at the other side of the website
It is important to address student complaints and concerns in a timely fashion to ensure that the school’s standards are being met, to model to students a professional environment and to help students to have a positive educational experience.
Student complaints come in many forms. Students who approach an instructor or administrator directly should have their concerns addressed immediately. First, a determination must be made as to the legitimacy of the complaint. Even if the school personnel disagree with the premise of the complaint, the student should be treated with respect and the situation should be discussed to the student’s satisfaction. When a student exposes possible misconduct on the part of an employee or fellow student a thorough investigation should be conducted.
Student complaints may come in the form of a response to a student survey. Often students do not put their names on the survey so the complaint must be handled in a more general way. If there is a complaint about the way an instructor conducts a class or about the course materials, additional training or a review of course materials may be appropriate. In this case, students will look for improvement in these areas in their next term.
Although grievance policies request that students first work with an institution before escalating their complaint to the state or accrediting agency, occasionally a student may go directly to one of these agencies without informing the school of the problem. In this case, the school must not only address the student but must provide the agency with a report of action taken. In addition to addressing the specific issue, the school should investigate why students do not feel comfortable coming directly to an instructor or administrator with their complaints. Does the school treat students respectfully? Is there a true open door policy? Do administrators visit the classrooms and establish relationships with the students?
Student concerns will not go away because the school ignores them. Students will become angry or feel betrayed. They will tell others about their feelings and may instigate unrest on the campus. They may broadcast their displeasure on social media sites or go to state or accrediting agencies with their complaints. Finally, they may withdraw from the school. In addition to lost trust and bad publicity, schools that ignore student concerns are missing the opportunity to improve their programs, their faculty training and their student relations.
Sharon,
Thank you for sharing a thorough explanation of your schools complaint policy and raising such thought provoking questions.
Cindy Bryant
I think it is very important to prompty address student complaints. First and foremost it is a poor reflection on the school if a student does not feel like they are getting the attention that their complaint deserves. A student needs to feel confident that they can approach the school team and their issue will be handled. Potential outcomes can be very negative if the school does not make the student's complaint a priority. The student may feel as though the school is not meeting standards and may wage a complaint. This will only add to the possibility of investigation and more time to address the issue. It is only fair and responsible on the school's part to handle any student issues in a timely and productive manner.
Nicole,
Agreed, addressing student complaints in a timely fashion is key to customer satisfaction. Discontent seems to spread rapidly and will have a negative impact on the school. Even if the outcome isn't positive students respect the attempt.
Cindy Bryant
It is important to adddress students complaints and concerns in a timely because:
1. It shows the student he/she is being listened to and taken seriously. This in turn will hopfully build confidence and trust the student has in the school.
2. By dealing with student concerns in a timely fashion, it could prevent a student from doing poorly, aleviate concerns and potentially keep a student from dropping out of the school.
3. When a studen's concerns are not addressed, word gets around to other students and even out to the community. This could damage the reputation of the school and dissuade potential student from enrolling
Jason,
Agreed, students are our clients and they deserve to be heard when they have a concern. The school's reputation is at risk anytime someone is dissatisfied.
Cindy Bryant
It is important to address student complaints and concerns in a timely fashion because it shows that we are truly invested in their future and that we care about them.
It is important to address student complaints and concerns in a timely fashion because students need to feel valued and important, they also need to feel empowered with the decision they are making. Not responding in a timely fashion could compromise that value and empowerment. This could cause the student to withdraw and go to a different institution, or cause the student to speak out against the school publicly.
It is important to address student complaints and concerns timely so that the school may rectify any issues the student may have before he problem is taken to the state, accrediting or Department of Educations attention. A school should be able to assist a student with any complaints or concerns they may have.
The potential outcome is the student spreading negative information about the school to fellow students, local media or the schools approving bodies. Once a student complaint reaches the approving bodies of the school the consequences become more severe and a visit from an approving body could occur to make sure that their rules are being followed.
It is important to address complaints and concern to keep further issues from accuring, and to show the students we care.
Just as with any organization, if complaints are ignored, the student will become dissatisfied with the program. They will either continue and become toxic to the enviornment or they will leave your program.
Carol,
You are so right! Students are like any other consumer they are looking for satisfaction, respect and loyalty. If they fail to receive it they will spread the word quickly.
Cindy Bryant
It is important to address students complaints and concerns in a timely fashion because it showes that he/she is listened to and cared about. If issues are not taken care of, students may become dissatisfied with the school and might even quit.
It is important to address students complaints to show that we truly value our students. A student's experience is so important in their education. If they feel wronged or not heard, that can do so much damage in their overall education. If we ignore their concerns, it shows that we do not care about them as a person. It would make them feel like just a number and not a person with feelings. They always say that if you have a bad experience you will tell 10 people. If you have a positive experience, they may tell 1 person. Negative experiences travel so much faster. It is important to address issues with students so that they feel heard and valued.
its important to be timely with complaints since it shows the student that there issue is valid and recognized by the instituition.
if we choose to simply ignore complaints then it sends a clear message to the student that their opinion, problem or complaint is of no concern for the institution that they have committed their time and money to.
Here's an outcome I witnessed. One student was unhappy with her instructor. She talked with her friends in the class and a very negative environment developed. The class members became more and more unhappy. The issue was not adequately addressed: the administrators blamed the problem on a clique within the class and hoped the issue would lose steam on its own. The outcome was that around 2 dozen students as a group left the program entirely. Obviously the administration failed to take the problem seriously. There could have been better communication between student and instructor, and, failing a good outcome from that, better communication between student and administration. If the student had felt like she was being taken seriously, the problem might never have gotten out of control.
Peter,
When a student complains it is very personal and emotional for them...this is why these situations escalate when not addressed quickly.
Cindy Bryant
Allison,
Handling customer complaints correctly is an incredibly important part of the overall student experience you deliver.
 Oftentimes, a negative experience that a student has at school can be salvaged and turned into an opportunity to win them over. But being able to handle negative feedback in a positive way takes plenty of practice. Your school can get a head start by following established advice on interacting with students in less-than-ideal situations.

Cindy Bryant
Mala,
What you witnessed is quite common when student concerns are not taken seriously are handled swiftly. Unfortunately the fallout was epic with students leaving the program. This could have been avoided if someone had taken the time to listen to the student and addressed the problem.
Cindy Bryant
