Using the ISB to drive impactful strategies at Liverpool John Moores University.
Liverpool John Moores University (LJMU) serves a diverse student body of over 27,000 UK based students, with an international student population of around 2000 students from over 100 countries, comprising 7% of its total enrolment. It is proud to be a globally connected university, reaching over 24,000 students through 24 strategic international partnerships. LJMU places a strong emphasis on enhancing the student experience, aligning with its mission of helping students thrive. We hear from Elena Zaitseva, Head of Student Voice and Evaluation, and Natalie Holland, Institutional Researcher, Student Voice and Evaluation Team, about how the ISB is integrated into university-wide action plans to world-class effect.
LJMU has utilised the International Student Barometer (ISB) since 2007, recognising its value in improving the international student experience. The ISB has become integral to the university’s strategic efforts, enabling a targeted understanding of international students’ perspectives. As Elena Zaitseva highlights,
"The ISB is a really good way of not only listening to students’ opinions but also generating recommendations and action points because it’s a targeted survey which provides helpful UK and Global benchmarks. It allows us to break data down by demographic variables enabling to generate actionable recommendations that are targeted and impactful."
Strategic insights and improvements
The ISB has provided LJMU with actionable insights into all aspects of the student journey, including arrival, living, and learning experiences. By analysing the data and breaking it down by demographics, the university has been able to identify specific areas for growth. Natalie Holland, part of the Student Voice and Evaluation team, noted,
"The way data is presented through the ISB is really helpful. You can immediately browse through departmental scores, campus scores, and different modes of study to identify where the gaps are."
LJMU takes a proactive approach when it comes to responding to their ISB results. One notable success involved addressing challenges international students faced in setting up UK bank accounts. The ISB revealed that it takes a long time for international students to get a bank account opened after they arrive in the UK. Acting on this feedback, the International Relations Team coordinated an on-site service option which has since resulted in a significant improvement in this area. Elena remarked, "The university managed to quickly turn everything around, and now we don’t see this feedback at all."
Winning at the arrival and induction phase
LJMU’s focus on improving the arrival experience for international students has also yielded significant results. Initiatives such as airport pickups, student buddy programmes, and tailored induction sessions for international students have contributed to the university ranking number one in the world in the ISB for arrival and number one in the UK for living. "Our International Relations Team has always strived to make the arrival experience exceptional," said Elena. "Airport pickups and student-led initiatives have made a real difference in our scores." Other elements where LJMU excels is in the condition of accommodation on arrival and getting to their accommodation on the first night, both areas seeing significant improvements on already high-performing scores. The university also leverages ISB data to inform and improve its orientation programmes. Natalie added, "Our separate freshers’ activities for international students are highly attended and really contribute to the smooth transition phase." But while the headline results are exceptional, Natalie always looks for the detail, “Our arrival generally compared to the sector average is really good. But when you see disparity between perhaps subject areas or campuses, it’s great to be able to explore further to see where any improvements could be made.”
Collaborative and continuous improvement
Elena and Natalie ensure that ISB findings are shared widely across the institution, often involving workshops and surgeries with specific faculties to home in on their specifics such as student happiness or mental health and wellbeing, for example. And then the findings are cascaded across the university to inform strategy, action plans and resource allocation.
Additionally, feedback sessions with students and collaboration with the Students’ Union allow the university to validate survey outcomes and gather additional insights. Natalie explains,
"We wanted to get a better understanding of the scores from the wider body of students, and to seek for advice on actions. So, we’ve used the ISB as a tool for ongoing conversations with students, gaining more qualitative feedback to inform interventions."
While the university celebrates its many successes, it remains committed to addressing areas for improvement. For instance, the ISB highlighted challenges related to food diversity on campus and the students’ awareness of environmental friendliness of university operations. LJMU continues to seek long-term solutions to the feedback it receives from students. Elena notes,
“There are areas where we’d like to see improvement, and we’re hopeful that our efforts—including clearer communication about the actions the University has taken—will lead to a more positive response in the next survey.”
Looking Ahead
The ISB has proven to be an invaluable tool for LJMU, enabling data-driven decision-making that enhances the international student experience. As Elena summarised, "The ISB provides a clear picture of how we’re improving the international student experience. It’s a vital resource for identifying trends and ensuring we continue to provide a supportive and inclusive environment for all our students."
By leveraging the ISB strategically, LJMU exemplifies how Higher Education institutions can use data to drive continuous improvement and deliver exceptional outcomes for their international students.
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