Student feedback in the US and global contexts
Fernando F. Padró
Today’s accountability processes for university performance require the use of student feedback for an increasing number of aspects of what universities do. This has to be done in a systematic way and made part of an institution’s decision-making process. The challenge to the use of student feedback is the purpose behind the collection and analysis of this information. External stakeholders prefer the use of a customer-focused model in which what universities do is defined as a service. Academic staff and supporters of academe prefer an approach that recognises the traditional norms of academic performance. This chapter discusses the controversies, dilemmas and issues ...