By designing a new set of customer directed standards we embedded a consistent approach to differentiated delivery

The challenge

The student satisfaction scores for UCL Accommodation were below what was acceptable for welcoming students. Recognising the importance of this key touch point, the UCL Accommodation team wanted to start their relationship with students to start on a much more satisfying level.

The Solution

Lexden identified that fun, identify and integration were key elements to a successful welcome campaign for UCL. Across 21 locations in one weekend, we designed a fun engaging campaign. With unique elements such as pineapples (the international symbol of welcome), pickled onions in welcome bags, branded ambassadors and an emoji led social media activity, there was interest enough amongst arriving students to engage with ambassadors and live events to quickly settle in and get in the swing of university life.

The results

UCL Accommodation enjoyed a significant uplift n student satisfaction scores in the UCL New to University 2016 Barometer Study. Which has been recently topped with the Service Excellence to Students Award presented at the Professional Services Awards 2017.

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