Transforming the international student experience through data-driven insights and a whole-university commitment to success

Higher education institutions worldwide are increasingly focused on improving the student experience, particularly for international students who face unique challenges. The University of Twente (UT) demonstrates how the International Student Barometer (ISB) can be a powerful tool in achieving this goal, leading to actionable insights and sustained improvements. UT’s experience with the ISB over more than 15 years highlights its value as an instrument for shaping strategy, fostering collaboration, and delivering measurable outcomes. 

A Longstanding Commitment to the ISB 

As one of the most international universities in the Netherlands, with a high percentage of international students, UT has embedded the ISB into its institutional practices. Angelique Holtkamp, Coordinator of Student Affairs and Services at UT, emphasised its importance: 

 
"We think having a survey among international students is so important. It’s something we just now do as an organisation. The ISB allows us to confirm what we’re doing well and identify areas where we can do better. It’s a critical tool for making data-informed decisions that benefit our students and staff alike. If we decided to stop using it, there would be significant resistance from across the organisation.” 
 

This longevity enables UT to analyse trends and draw meaningful comparisons over time. Britt Hippert, a Data Analyst in the Marketing Department, highlighted the significance of this historical data: 

 
"It’s so valuable to see results in perspective. If we see trends or drops, having data from different years tells us much more. Without the ISB we simply wouldn’t have the ability to monitor and act upon those insights." 

Data-Informed Decision-Making in Action 

The ISB provides actionable insights that directly influence institutional practices. A notable example is the improvement of UT’s student arrival and welcome process. Angelique explained: 
 

"We didn’t score well on the pick-up service last year because the policy changed, and students were collected from the train station instead of Schiphol Airport. Communication was poor, and it was reflected in the results. We discussed the results to the Introduction Week committee and made it clear this wasn’t something we would want to see again – the university acted on it, and this year the results for that aspect of the student experience have improved significantly." 
 

This example demonstrates how ISB data can identify problem areas, guide decision-making, and drive tangible improvements. 

Celebrating Success and Encouraging Collaboration 

The ISB also enables UT to celebrate its strengths and foster collaboration across departments, one example being the university’s face-to-face orientation programme which significantly outperforms the national benchmark. 

 
"We stand for giving students a warm welcome, and it’s wonderful to see that reflected in the results. It’s a mutual effort across departments to ensure students have a great start, and it’s great to be able to celebrate these types of achievements - seeing the teams get a well-deserved round of applause is fantastic." 

UT is also leading the way when it comes to its laboratory facilities which were rated #1 globally, an accolade that Britt and Angelique have shared with the Marketing team for incorporation into recruitment tactics. Another notable success story is related to the area of employability, where UT’s career services excelled - 91% of students feel their experience has prepared them well for their career goals, compared to the 78% national benchmark. 
 

The level of commitment to the understanding the voice of the international student across the university is further demonstrated by the high level of engagement - the annual results presentation by Etio, organised by Britt, attracts over 50 attendees from various departments, eager to understand the findings and take action.  

 
"People are always very eager to attend the presentation. They see the results, take what’s important to them, and then create their action plans to follow-up." 

Informing Strategic Planning and Marketing 

The ISB plays a central role in UT’s strategic planning and marketing efforts. Faculty quality assurance teams use the results to inform annual plans, while the marketing team incorporates key findings to attract prospective students.  

Continuous Improvement and Future Focus 

While UT celebrates its successes, it remains committed to addressing areas for improvement. Employability, for example, is a strategic priority. Despite high satisfaction rates, UT recognises that other institutions perform even better in some aspects, something that Britt acknowledges: 
 

"We’re doing well on employability, but we’re always looking for ways to improve. It’s challenging to ensure we score better while working within the constraints of what we can control. So, we look to get to the detail behind the feedback and scores we receive – why is there variation or change, and what are the underlying factors?" 
 

The University of Twente’s use of the International Student Barometer exemplifies how institutions can leverage data to enhance the student experience. From improving operational processes like arrival services to celebrating achievements, the ISB has become a cornerstone of UT’s strategy for internationalisation and student satisfaction. By embedding the ISB into its culture, UT ensures its international students feel heard and valued, while creating a cycle of continuous improvement. For higher education leaders seeking to enhance their own student experience strategies, the University of Twente’s example is a testament to the transformative potential of the International Student Barometer. 
 

 
University of Twente’s ISB highlights: 

 *(NDL - The Netherlands national benchmark)