I have commented over the last year that the original benefits to online learning — cost, convenience, flexibility, will take a second seat to student support and student experience. I am more convinced today that this transition has occured. I also believe that the upheaval and scrutiny of for-profit online education over the last 18 months will be a “good thing” for online education as a whole. Schools that focus on quality, proper learning outcomes, rich and relevant content, and the student experience will be the ones who survive and prosper.
With this being said, according to Educause Quarterly, 67% of students that dropped an online course cited insufficient support as the primary reason. In my mind, insufficient support transcends technical and student services including financial aid, student accounts, tech support, and student self service.
Prospective online students must include student services in their evaluation of online schools. Too many schools, although professing an enhanced student experience, actually pay just lip service to the concept. Choose an online school that makes student service one of its key differentiators.