About
Student feedback is a crucial part to Coventry University Students’ Union (CUSU) – from shaping representation systems to strengthening relationships across their Coventry, London and Scarborough campuses and beyond. With such a wide-reaching student community, ensuring feedback is accessible, inclusive, and actioned is a top priority.
The Problem
CUSU had a few key challenges when it came to gathering student feedback. Their old system relied on formal, twice-a-semester meetings between student reps and academic staff, which didn’t allow for quick or ongoing feedback.
"The reality is that representation structures were built in the 90s, long before the digital age. Students wanted more and quicker replies to feedback – they didn’t want to wait around for those big meetings." - Zach Featherstone, Head of Student Voice and Campus Engagement, CUSU.
In addition, they found it hard to get feedback from students who weren’t active within the formal rep system. International students, online learners, and those with professional commitments were all underrepresented.
More students are prepared to own their own feedback; Rep systems can be clunky, and students are looking for something faster and more direct - Zach Featherstone, Head of Student Voice and Campus Engagement, CUSU, highlighting how students now expect quicker resolutions.
The Solution
The answer was MSL’s Feedback Module, designed to be quick, easy, and transparent. Students could submit feedback anonymously if needed, ensuring they felt safe to speak up. The module allowed feedback to be collected in real time, so students didn’t have to wait for their reps to have formal meetings to have their voices heard.
From the very beginning, the development of MSL’s Feedback Module was shaped by real-world student voice needs – and CUSU were instrumental in that journey. CUSU worked collaboratively with MSL throughout the concept, development and testing phases, ensuring it was fit for purpose and flexible enough to suit a wide range of use cases.
The Result
One key benefit of the Feedback Module was that the system integrated seamlessly across campuses, ensuring that CUSU could gather and act on input from students at Coventry, London, and Scarborough campuses. The solution also allowed for better feedback tracking, so students could see the progress on their suggestions, building trust and engagement.
The great thing about the tool is that feedback can be closed within the tool, and students can see exactly how their feedback was handled, - Zach Featherstone, Head of Student Voice and Campus Engagement, CUSU.
“The confidential nature of the feedback has helped students feel comfortable raising issues without fear of repercussions.”
The transparency of the system has also had a big impact. Staff members can see the feedback in real-time, which helps ensure timely responses and resolution of issues.
“It’s been massive for us. The ability for staff to see the feedback – without compromising confidentiality – has made a huge difference in getting staff buy-in and engagement.”
The system has also helped improve the representation of students from a range of academic backgrounds. “Rep systems typically attract high-performing students, but we also wanted to hear from those who might not be doing as well. This tool gives those students a voice.”
Thanks to MSL’s tailored, user-friendly feedback system, CUSU has been able to create a more inclusive, responsive environment for student feedback. The system not only made it easier for students to share their thoughts but also allowed CUSU to take action quickly, leading to increased engagement and trust. “I would recommend this tool to other SUs,” said Zach.
It’s quick to implement, its transparent, and its been an absolute game-changer for us. Plus, the support we’re received has been fantastic. We feel like we’re not just another cog in the machine – we get real, dedicated support.”
- Zach Featherstone, Head of Student Voice and Campus Engagement, CUSU.