ABSTRACT
The reality is, of course, that the students’ experience ‘is what the whole process is supposed to be about . . . the raison d’être of both individual staff and institutions’ (Haselgrove, 1994). Reminding ourselves of this obligation is one thing; addressing it is quite another. The aim of this chapter is to help you do just that. It seeks to clarify what the student experience is and how we can enhance it. In doing so, it explains the sources of misunderstanding between ‘students as learners’ and ‘students as customers’; examines the relationship between students and university services and the role of students in learning and teaching; and identifies the practical ways in which you and your institution can enhance your students’ experience.
