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Why customer service matters for community colleges

EAB

Our research shows that difficulty accessing the college—whether it’s reaching enrollment staff, the financial aid office, or academic advising—can be disruptive to the student experience. 63% agreed that difficulty connecting with enrollment offices can cause current students to leave the institution.

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Secret Shopper Policy Draws Praise, Concern

Diverse: Issues in Higher Education

While advocates of access hailed the policy, the for-profit sector and financial aid offices raised worries. The program will use undercover operatives—“secret shoppers”—to test whether schools are complying with laws governing the federal financial aid program.