The NSS’ core Likert scale questions are of little value for estates and facilities managers seeking to improve quality, since they focus on issues of academic and administrative support. The optional free text comments at the end of the survey, however, are a rich source of actionable estates and facilities management feedback which, with appropriate qualitative analysis, can be used to identify and prioritise areas for capital investment.
The case study contains a real example of such an analysis, together with an end-to-end description of the analysis, dissemination and action process, the results in a real university, and suggestions for further work in this area.

Download the case study [Forthcoming]