Customer Performance Indicators

 

The areaThe name of the indicatorDescription of the indicatorMeasuring details and sources of information

Attractiveness and image of the institution 

Enrolment rate 

Yearly number of students enrolled by field of education.

Yearly number of students at fixed dates.

Motivation of students

Dropout rate

Dropouts as proportion to the total annual number of students.

 

Completion rate

 

The proportion of students having completed their studies in a regular time.

%

Produced annually, 3 year trends

Absences

Number of lessons missed per student per class.

Number of lessons per student and per class.

Success of students in competitions 

Participation and success of students in national or international competitions by field

Number of participants by field

Competitions such as SKILLS, field-specific competitions, by student associations etc.

Competition records (1st, 2nd and 3rd prize)

Student-centred approach  

Resources used per pupil for students with special needs

 

a) Annual number of students with special educational needs as proportion to total number of students.

b) Average amount or resources spent per student for special education.

Annually produced

Tests organised during the entrance phase in Maths and/or reading for all students. Analysis and diagnosis to identify students in need of special support.

Complaints of students

Number of complaints of students registered yearly.

Number of complaints.

Feedback system implemented.

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Achievement of students

 

Failure rate

Number of failed exams as proportion to the total number of exams per student

%

Continuous monitoring of the progress of studies with special focus on students with special educational needs or in danger of marginalisation.

Student-centred discussions, analysis and support implemented.

Pass rate to further studies

Share of pupils enrolled to further studies compared to the national average by field.

Produced yearly, %