CATEGORIES

YEAR 2010

YEAR 2011

YEAR 2012

YEAR 2013

End-of-Module Evaluation (Service) – Percentage of Students Rated ‘Satisfactory’ & Above

80%

85%

90%

95 %

Teacher to Student Ratio (in classroom)

1:40

1:40

1:40

1:40

Ratio of Complaints to Compliments

3:1

2:1

1:1

1:1

New Enquiries Response Time
(Percentage of enquiries responded within 2 working days)

85%

90%

95%

98%

Email Response Time (Percentage of emails responded within 1 working day)

95%

96%

98%

100%

Average Complaint Resolution Time (Percentage of complaints resolved within less than 2 working days)

95%

96%

97%

98%

Average Feedback response Time (Percentage of feedback responsed within 5 working days)

95%

96%

98%

99%

Warning Letters issued due to low attendance (percentage)

15%

12%

10%

10%

Successful renewal of Student’s Pass
(for students continuing the same course)

No renewal
in 2010

98%

98%

99%

Grauduate Evaluation (successful in obtaining employment within 6 months of employment)

No graduates
in 2010

95%

96%

98%

Students transferring to another school

2%

1%

1%

1%

Expelling students due to unacceptable behavior or low attendance

1%

1%

1%

1%

Student refunds will be done within 7 working days

99%

99%

99%

99%

Transfer Withdrawal process will be done within 7 working days

99%

99%

99%

99%

Response for Academic Result Appeal (ABE Offered Programme) within 30 working day

100%

100%

100%

100%

Response for Academic Result Appeal (FSTM Offered Programme) within 6 weeks

100%

100%

100%

100%