Chartered ABS Scholarship report – A Framework for Managing Student Experience

The Chartered ABS is pleased to publish the second report under our series of projects funded by our scholarships programme. The programme offers funding opportunities for Chartered ABS members to undertake research on topics that are relevant to our strategic priorities and of benefit to our members. This latest report by Nottingham Business School at Nottingham Trent University outlines a framework for managing student experience. The purpose of the framework is to provide guidance to business school staff responsible for creating, delivering, and improving student experience.

Student satisfaction remains a top priority for higher education institutions but a great deal of existing research on the topic focus narrowly on the classroom or learning experience. The framework developed in this report adopts a much broader perspective and considers the student experience as an all-encompassing construct which deserves close attention across numerous contexts. The need for a clear and dynamic student experience strategy is more important than ever given the rapid shift to blended and online learning during the pandemic and the need to respond to the diverse and complex needs of the student population.

The framework for managing student experience covers the following:

  • Student Experience Strategy
  • Marketing and Brand
  • Student Experience Measurement
  • Process and Systems
  • In the Classroom
  • Beyond the Classroom
  • Facilities
  • Personalisation/Empathy

This report and the student experience dashboard will be useful to anyone tasked with leading and delivering student experience and is interested in measuring performance and developing an appropriate strategy. To view the full report please click here.

If you have any questions about the report please email Ramin Bokaian (