Voices of Students: A National Look at How Support Shapes Success
In Fall 2025, Canyon GBS conducted a nationwide survey to better understand how students experience communication, support, and engagement across American higher education. The study reached 1,001 students from 509 colleges and universities, including public and private institutions, community colleges, online universities, and large research campuses.
The goal was simple but important: to hear directly from students about how well their institutions are meeting their needs and how those interactions affect their ability to succeed.
Key Finding: Faster and More Consistent Support Drives Student Success
Across every type of institution, one message was clear.
73 percent of students said faster and more consistent support would make them feel more likely to succeed at their institution.
This finding underscores a vital truth for higher education leaders: responsiveness is not just about service quality, it is about student success.
When students can get answers quickly, avoid repeating their stories to multiple staff, and feel known by their institution, they stay more engaged and confident in their academic journey. Conversely, long wait times, inconsistent information, and limited hours can erode trust and impact persistence and completion.
A Diverse, Representative View of the Student Experience
The 1,001 students who participated represent a broad cross-section of higher education today.
62 percent study full-time, while 38 percent study part-time.
Students came from every level of study, from associate to doctoral programs.
Nearly three-quarters take at least some coursework online, reflecting the growing prevalence of hybrid and virtual learning.
37 percent identify as first-generation college students, showing that the survey captured a wide range of perspectives, including those often underrepresented in traditional research.
This balance of voices provides a credible and comprehensive picture of how students navigate support systems in modern higher education.
What Students Told Us
While most students are confident in their institution’s ability to help, the data shows that support quality varies widely by department and access model.
Many students praised their institutions for timely responses in admissions and advising.
Nearly half reported having to repeat their story to multiple staff members before getting help.
A majority said after-hours access to financial aid or administrative help remains limited, creating barriers for working or caregiving students.
Most students said they would welcome AI-powered 24/7 support tools that could deliver consistent answers any time, day or night.
The message is clear: students are ready for more modern, responsive, and connected support experiences.
Why This Matters
Student support has evolved from a back-office function to a central pillar of institutional success. Today’s learners expect immediate, personalized, and consistent communication, whether they are registering for classes, seeking financial aid advice, or reaching out for wellness support.
Institutions that meet these expectations are more likely to see improved engagement, satisfaction, and retention. As this research confirms, support speed and consistency are now key predictors of how students perceive their path to success.
Join Us at EDUCAUSE 2025
Canyon GBS will release the full findings of this national study during our EDUCAUSE 2025 session, “Voices of Students: Identifying Challenges and Solving Them with AI.”
We invite higher education leaders, technology professionals, and student success teams to join us in Nashville to explore how institutions can close the support gap and use AI-driven systems to deliver a more connected, student-centered experience.
Wednesday, October 29, 2025 | 2:15 PM – 3:00 PM CT
Meeting Room 201, Level 2
View the session details
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