Study: Private Universities Economy 2022, DISQ German Institute for Service Quality GmbH & Co. KG, press release

Studying is more popular than ever, as is also seen at private universities: over 300,000 students enrolled here in the 2020/2021 winter semester – an absolute record so far. Many private universities dealing with this topic are also available for business courses such as Business Administration or International Company Management. The German Institute for Service Quality ensures transparency: on behalf of the ntv news channel, DISQ tested the services and offers of eleven private universities with an emphasis on business (Release note: www.ntv.de/tests).

Non-public universities achieve a good overall score (72.9 points). Six out of eleven vendors provide a “good” quality rating and two universities perform satisfactorily; three others left an official request for a bid unanswered and therefore remains unrated on the overall score.

The course offer is often convincing

Many private universities achieve results through a wide variety of courses and often numerous additional offers, for example e-learning or live online lectures, internship opportunities and support in finding a job after successful graduation. The institute also offers forms of financing, such as university scholarships or student loans. Thanks to the price guarantee for the standard period of study, all surveyed universities also ensure greater security of financial planning.

Clearly expandable service for prospective students

Overall, the service does not go beyond a satisfactory outcome; only four universities receive a “good” quality rating in this area. Especially when it comes to processing email inquiries, universities show glaring weaknesses: in the test, more than a third of emails remain unanswered. The information obtained is technically correct throughout the text, but is often incomplete and not very individual. Even over the phone, there is no shortage of employees’ competences. However, often lack of accessibility and often incomplete information obscure the picture.

Markus Hamer, managing director of the German Institute for Service Quality: “University websites contain basic information, but individual questions are best answered over the phone. It is advisable to make an appointment in advance, which greatly increases the chance of receiving targeted advice. “

The best private universities with a business mindset

The winner of the study was the FOM University of Economics and Management (quality assessment: “good”). Both the online service and the e-mail service are in the lead in the supplier comparison. The website offers a high level of information and contains extensive contact information. We respond to e-mail inquiries quickly, competently and in a friendly manner. The university also offers the largest number of possible study locations.

The second place went to the Fresenius University of Applied Sciences (quality assessment: “good”). When it comes to bidding, the provider is generally in the first place, partly because of the great variety of courses. The stakeholder services are also good overall, and the strengths are especially in the website.

CBS International Business School (Quality Rating: “Good”) was placed third with the second-best service in the test. The waiting time for a call is short; consultants are very knowledgeable and friendly. The offer may also be scored, e.g. e-learning lectures are also part of the portfolio.

Other participating universities (alphabetically): FHDW University of Applied Sciences, FHM University of Applied Sciences for SME, Frankfurt School of Finance and Management, Macromedia University, ISM International School of Management, RFH Rheinische Fachhochschule Köln, SRH Hochschulen and University of Europe for Applied Sciences.

Facts about the study

The German Institute for Service Quality has tested eleven private universities with an emphasis on business. The study covers the largest privately funded universities in terms of the number of students, which offer full-time undergraduate and graduate studies. Service quality was measured by ten hidden telephone and email tests (secrets and emails), ten website checks by trained test users, and detailed website analysis. A total of 341 service contacts with universities were included in the assessment. In the second area of ​​analysis, the scope of the courses and the contractual conditions of the institutes were defined and compared (data state: March 3, 2022).

Publication citing the source:
German institute for quality of service on behalf of ntv

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