Insights from Follett's 2024 Student Satisfaction Report

Campus leaders know that creating a supportive and welcoming campus experience is crucial for attracting and retaining students. With the campus store serving as a metaphorical front door to campus, our teams are committed to gathering and integrating feedback from students, so the stores we operate on partner campuses continue to evolve to keep up with students’ shopping habits and preferences.

Our 2023/2024 Student Satisfaction Report offers valuable insights into how Follett’s campus stores meet student needs and drive high satisfaction. We were delighted to see how many students were thrilled with their store experience. Explore the headlines below–or, dive into our full report here!

Findings from the Follett Student Satisfaction Report

1. Students are Satisfied with their Stores’ Products, Services, and Course Material Offerings

The report highlights significant satisfaction rates among students. A notable 93% of students expressed satisfaction with the products and services offered by Follett stores.

When it comes to course materials, this satisfaction is even more pronounced, with 93% of student shoppers happy with their experience purchasing or renting course materials from their campus store.

Additionally, 47% of students buy or rent from their campus store’s website, showcasing the convenience of our online options.

2. Stores that Partner with Follett Deliver Exceptional Customer Service and a Diverse Product Range

Our surveys and in-person interviews revealed that the campus stores we operate are appreciated for their customer service. Students highlighted the friendliness, knowledge, and helpfulness of the staff, with 95% of customers reporting that they were thanked by a store associate. This personal engagement ensures that students feel valued and supported every time they visit.

Follett stores are also known for offering a broad assortment of curated products, catering to diverse student needs. Whether it’s affordable course materials, school apparel, or everyday essentials, our stores provide a convenient and comprehensive collegiate shopping experience. The variety not only meets academic requirements but also enriches campus life by offering products that students genuinely enjoy, from the latest drinkware, to health and beauty essentials, to school-branded apparel.

3. Affordable Access Programs Continue to Receive Overwhelmingly Positive Feedback

Follett’s commitment to affordability is evident through our support of campus-wide or course-by-course Access programs, which are proven to impact student success. Students reported that these programs help eliminate stress, enable them to more effectively do homework, and help them better prepare for quizzes and tests. With 97% of students agreeing that Follett Access helps them better prepare for class, it’s clear that these programs are crucial in supporting academic achievement.

4. Students Love Store Collaborations with Local Businesses

Students enjoy seeing a selection merchandise and apparel from local businesses and up-and-coming brands. By collaborating with local brands and emerging entrepreneurs, we bring unique and inclusive assortments to campus, reflecting the vibrant communities we serve. This commitment to localization not only enhances the shopping experience but also supports small businesses, creating a win-win for students and local economies.

5. The Campus Store Plays a Central Role in Student Life

The majority of students visit their campus store about once a month. When shopping, most students buy books or assigned course materials (59%), purchase school apparel (47%), or browse products (43%). These shopping habits demonstrate the important role that campus stores play in students’ lives, providing essential items for their academic and personal needs.

Students clearly value a welcoming store environment, rating Follett stores highly in areas such as cleanliness and communication about financial aid availability, promotions, new products, events, and more. These aspects not only contribute to an enjoyable shopping experience, but also support students’ overall sense of belonging on campus as they navigate the academic journey.

The 2024 Student Satisfaction Report underscores our success in creating a supportive and enjoyable shopping experience, both in-store and online, on the campuses we serve. We are proud to create unique retail experiences that reflect the 1,000+ campus communities we serve and support the academic journeys of millions of students, helping them thrive every step of the way.