Student feedback: collecting, using and reporting feedback procedure

Intent and objectives

To provide a procedure for the systematic collection, use and reporting of student feedback in order to monitor and improve the quality of the student experience. To link student feedback with the development of improvement plans for individuals, programs, schools and service groups.


  • RMIT accredited coursework programs and courses
  • Nationally recognised training package qualifications, skill sets and accredited courses
  • Customised delivery of education and training for enterprises
  • Short courses and non-award courses
  • VCE and VCAL programs
  • Higher degree by research programs



Procedure steps and actions

Procedure (including Key Points)



1. Collecting Feedback

The Dean/Head of school and relevant service area directors/managers are responsible for ensuring that relevant student feedback is systematically collected and used in their area.

1.1 Course feedback

1.1.1 Staff will seek student feedback in all locations in a form which can be captured, analysed and reported every time a course is delivered, where appropriate. The SSC may approve clustering of courses or units for survey purposes. It is expected that the standard RMIT survey instruments will be used.

1.1.2 Where the standard survey instrument is inappropriate for specific delivery modes (eg non-classroom based) or the needs of specific student cohorts (eg ESL students) alternative student feedback mechanisms may be deployed.

1.1.3 Where a non-standard survey instrument is used to collect feedback the Survey Reference Group must recommend the instrument to Policy and Programs Committee and a copy of the instrument is to be provided to the SSC before it can be used.

1.1.4 A common set of core questions from the official question bank will form the basis of every survey.

1.1.5 Where programs are delivered in partnership with other organisations, the agreement or memorandum governing that partnership will stipulate that adherence to RMIT academic and quality assurance policies apply.

Dean/Head of school

Each teaching period

1.2 Program feedback

1.2.1 All students will have the opportunity to provide program level feedback.

1.2.2 Formal program level surveying will be conducted in accordance with an annual schedule.

1.2.3 Program level surveying will include questions regarding students’ experience of learning and teaching together with questions relating to the broader university experience.

1.3.4 All coursework programs will use Student-Staff Consultative Committees to discuss program level feedback on a regular basis.

Dean/head of school

Dean/head of school

Each academic year

1.3 Other forms of feedback

1.3.1 Other forms of feedback, including social media, may be collected or monitored to inform local improvement planning activities.

1.4 Student feedback coordinators

1.4.1 Each school is to appoint a Student Feedback Coordinator (SFC)

1.4.2 The SSC will liaise with partners to identify a local contact for student feedback administration.

1.4.3 SFCs work with the SSC and their own School’s support staff in the administration of the online Course Experience Survey (CES) and the online Student Experience Survey (SES) for all courses and programs in all locations.

Dean/head of school

Manager, SSC

2. Using feedback

2.1 Student Feedback will be used to:

  • Improve the quality of programs and courses through the development of annual improvement plans;
  • Support the scholarship of learning and teaching;
  • Inform professional development programs;
  • Enhance program and course design and the connection between courses in a program; and
  • Improve the provision of learning resources, facilities, equipment and services through the development of annual improvement plans.

Deans/heads of schools

Directors of central administrative units

At the start of each year

2.2 Student Feedback will be used by:

  • Course teams for improvement planning and the identification of professional development requirements to be incorporated into individual / team based work plans;
  • Staff to support applications for promotions, probation procedures, teaching awards, applications for professional development activities and conferences or other leave associated with teaching;
  • Program managers and course coordinators to ensure that students receive timely feedback on the results of their student feedback, and any action taken to address issues raised in student evaluation results;
  • Directors of central administrative units to set priorities for improvement of facilities and administrative and student services; and
  • Individual staff and staff with designated responsibility for improving the student experience and outcomes.

Deans/heads of schools

Directors of central administrative units

At the start of each year

3. Reporting feedback

3.1 Reporting feedback

3.1.1 Students will be informed of the changes made in response to their feedback through appropriate communication channels.

3.1.2 Results of course and program level student surveys, aggregated to School, College and University level, will be made public for the purposes of benchmarking and quality assurance.

3.1.3 The SSC will distribute relevant feedback reports to individual staff and to staff with designated responsibility for improving the student experience and outcomes, such as course coordinators, program managers, school Heads/Deans, and Deputy Heads/Deans, discipline Deputy Heads/Deans, PVCs, Deputy PVCs and Dean L&T.

3.1.4 Aggregated data by College, School and University is published to the SSC website.

3.1.5 Heads/Deans of School receive all relevant individual course reports and aggregated reports within 3 weeks of the end of the relevant teaching period.

Deans/heads of schools


As per survey calendar

4. Programs Delivered in Conjunction with Partners

4.1 Student feedback instruments are negotiated with partners at the time of negotiating the contract to ensure that:

  • Contractual obligations in relation to student feedback are considered and met;
  • Student feedback procedures already in place by partner institutions are considered;
  • The type and conduct of student feedback is appropriate given the cultural context of delivery; and
  • The use of student feedback results is aligned with RMIT‘s and partner institutions’ student feedback policies.

4.2 Appropriate processes and calendars are endorsed by the D/PVCs L&T and appropriate personnel from partner organisation(s). Processes will ensure:

  • Outcomes from student feedback are communicated to students and partners; and
  • Regular monitoring of improvements occurs.

TNE and school Partner Manager in conjunction with Dean L&T, Deputy PVCs Learning and Teaching and Senior Manager SSC

Deputy PVCs, Learning and Teaching, in conjunction with Senior Manager, SSC

As per survey calendar

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