The most important outcome for Remtek is student success. The only way we can guarantee that we are achieving this outcome is to capture student’s opinions on our service delivery.
Student feedback has always been an integral part of our entire process as it allows us to adjust and improve our services and keeps students involved in the development of the business.
We are here first and foremost to solve student’s problems and fulfill their needs.
After every setup and training session, our engineers and trainers request feedback, which is submitted via our own website or google reviews. Having the feedback available publicly enables all providers to access the information and make improvements to their own service delivery if relevant.
The feedback submission via our website allows for an anonymous selection if a student does not want to be known.
Remtek wants every student to feel comfortable and confident in submitting feedback, both positive and negative.
Services created from feedback
Our Bespoke Orientation Process
One of our major concerns is that only 20% of students take up their full allocation of assistive technology training. Feedback indicated that the process from allocation to implementation was long and without enough touchpoints.
In response to this, we created a bespoke 5-step orientation process that supports DSA students in getting started with their equipment from the get-go. The process involves all of our employees completing a disability awareness course, followed by a 2-step reverse shadowing programme and then an AT training session.
The last step is the ‘light bulb’ moment, which is what is all about for us. It is the point at which it all comes together for a student and they are confidently engaging with their software and equipment.
Virtual Setups and Bookings
At the beginning of the pandemic, in 2020 students expressed concerns about whether they would still be able to access our services. Many were worried that due to face-to-face activities having to be reduced that they would miss out.
The DSA process for students can be long and convoluted, which we have found can be stressful and overwhelming. In addition, the onus is on the student to contact the NAC, to make an appointment to arrange delivery or training.
In March we made the decision to shift to virtual setups and virtual bookings to support students throughout COVID-19, guaranteeing that our approach would not be compromised when a face-to-face visit could not be carried out.
The feedback from this adjustment has been great:
“My guy John Michael rules, I usually hate online appointments but he is so friendly and engaging. Really good at explaining everything clearly, I picked it all up so easily thanks to him.” Safiya Lim
We found that many of the recommendations, questions and concerns raised within feedback were applicable to a host of students. So, we created a destination where feedback could be turned into useful content to further support studies. Especially for those most vulnerable who did not feel confident enough to reach out when they had a worry.
Remtek Students is a website full of helpful content and advice, created directly from feedback to help students on their journey.
If you are a student, industry professional or DSA business we would like you to get involved. We’re always looking for feedback and ‘Student Champions’ for Remtek Students to improve the student journey.