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Student Affairs

Post Student Perception Survey

Closing the Loop on Student Feedback with Actions

UTHealth Houston, through the Office of Academic Administration, regularly conducts the Student Perception Survey to assess satisfaction with central student services. The most recent survey, conducted in spring 2023, provided valuable feedback that has directly informed service improvements across campus.

We greatly appreciate the time students took to share their insights. Linked below is a summary by department, highlighting key concerns and the specific changes being made in response.

Actions by Department

  • Campus Bookstores
    • Action 1 → Ongoing Improvements’. New District Manager is working with the stores to improve customer services, online ordering, product availability, and specific school branding.
  • Bursar's Office
    • Action 1 → New Students. Reinstating new student orientation presentations at the school and re-working the office web page to include orientation information.
    • Action 2 → Payment Improvements. Working on transparency and clarity of additional fees, late fees, payments, waivers, due dates, and tax forms across all areas.
  • Educational Technology
    • Action 1 → Training Development. Faculty training to be developed for audience response and lecture capture systems.
  • Food Service – RG Grill
    • Action 1 → Food Prices. Working to keep food prices as low as possible.
    • Action 2 → Food Selection. All food items are now a la carte allowing customers to select and pay for only the items they want.
    • Action 3 → Dietary Considerations. Provide dietary options to those with certain restrictions and/or allergies.
  • Housing
    • Action 1 → Leasing. Prioritizes leasing to UTHealth Houston students by allowing only UTHH learners access to the annual waiting list, giving UTHH learners first option on leasing apartments when the waiting list has been exhausted, and working with senior campus leadership to move non-UTHH learners to a higher rental rate.
    • Action 2 → Business Practices. Revising practices to prioritize availability to students, ending leasing to non-UTHH tenants.
    • Action 3 → Rental Rates. Maintained rental rates below market for similar premises in and around the local area.
    • Action 4 → Student Discounts. Provides discounted rates to students.
    • Action 5 → CCTV Improvements. Increasing security camera coverage and upgrading existing systems.
    • Action 6 → Security. Working with UTPD on safety and security initiatives.
    • Action 7 → Staffing. Hired full time trade workers to improve response times and outcomes.
    • Action 8 → Improvements. Invested in improvements to electrical and domestic water distribution, replacement of cooling equipment, improvements of walkways and elimination of trip hazards.
    • Action 9 → Pest Control. Regular pest control services are being obtained, residents are being encouraged to keep their units clean and dispose of trash appropriately.
  • Parking Services
    • Action 1 → Extended Parking. Reviewing the feasibility for added parking on the North Campus and expanding the RPC Lot.
    • Action 2 → Parking Safety. Increased checks of intercoms, improved protocols and updates to aging equipment to better ensure patron safety after hours.
  • Recreation Center
    • Action 1 → Identification Requirements. Processes are in place to ensure the safety of all Recreation Center users, with some flexibility for those who forget their ID or have damaged cards.
    • Action 2 → Expanded Facilities. New fitness center now opens near McGovern Medical School. Additional facilities and expansions subject to results of upcoming feasibility study.
    • Action 3 → Facility Cleaning and Maintenance. The facility is cleaned daily by housekeeping staff, with additional bi-monthly cleanings for locker room areas. Members are responsible for sanitizing exercise equipment, and deep cleanings are performed twice a month. In Spring 2023, locker room floors were resurfaced and sealed.
  • Registrar's Office
    • Action 1 → CourseLeaf. CourseLeaf catalog application has been implemented.
    • Action 2 → Update Communication. Communications protocols will be updated to ensure that they are clear and reminders do not continue after actions have been taken.
  • Safety, Health, Environment, & Risk Management (SHERM)
    • Action 1 → Hazardous Waste Collection. Process improvements to be implemented to ensure customer satisfaction.
    • Action 2 → Updated Alerts. Working to ensure that alert messages are specific to building and school, where appropriate. Labeling of communications has been improved for clarity.
  • Shuttle
    • Action 1 → New App. Implementation of a new shuttle tracking application in the next nine months.
  • Student Counseling
    • Action 1 → Expanding Services. Additional staff have been recruited and ‘after hours’ appointments will now be offered.
    • Action 2 → Cost Clarity. Processes implemented to ensure that students are aware of the costs associated with the service at their first appointment.
  • Student Financial Services
    • Action 1 → FAQ. New website FAQ to be implemented.
    • Action 2 → Pop-Ups. Series of pop-up student events across campus to be implemented.
    • Action 3 → Financial Aid Officer Training. Mandatory continuous training sessions on critical financial aid policies and procedures for all Financial Aid Officers.
  • Student Health
    • Action 1 → COVID-19. New Cue-COVID test implemented to expediate testing.
  • Office of International Affairs (OIA)
    • Action 1 → Timely Communication. Commitment to respond to all communication to the master email address within 48 hours.
    • Action 2 → Advisor Changes. Management will review workloads of Student Advisors to ensure that they are equitably distributed.
  • TMC Library
    • Action 1 → Will promote the opportunities to offer collections suggestions to all students, including web forms and through the Student Advisory Committee and explain how the suggestions are used in making decisions.
    • Action 2 → Will review hours of operation, examining actual usage by day and time.
    • Action 3 → Will review hours and space use data along with collection suggestions with the Student Advisory Committee group, in parallel with the faculty/staff Resource Advisory Committee.
  • University Relations & Equal Opportunity
    • Action 1 → Master Catalog. Master Catalog updates have been submitted.
    • Action 2 → Feedback and Accommodation Case Management. Following student focus groups, working to implement new case management system to standardize communication related to accommodations.
  • UT Police at Houston
    • Action 1 → Improvement Opportunities. Leadership has reviewed the survey and opportunities to improve have been identified in the areas of badge and door access permissions and the personal safety transportation service.
    • Action 2 → Feedback. At any time, you may submit a commendation or concern through our website or email us directly at [email protected].
  • Vending Services
    • Action 1 → Card Readers. Working to ensure that card readers stay connected. Please communicate about non-working machines, or machines in need of replenishing, to AE Vending Services via [email protected] or call 713-500-8400.
    • Action 2 → Refunds. Implemented a refund process for un-dispensed items and incomplete sales.