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2024-5 CUBO Benchmarking Survey

FAQ 

What is the CUBO benchmarking survey?

The survey collects and analyses data across different HE commercial and campus services - residential accommodation, conference & event business, catering, hospitality & retail, residence life, sport, soft FM and security. About a month after the survey closes, participants gain access to the full, anonymised data via their own online dashboard, with the ability to filter by e.g. university turnover or mission group. 

Later in the year, CUBO publishes a summary report for the sector.

Why should we participate?

This is a unique commercial services dataset which tracks trends over time, as well as benchmarking your institution against others within the same year.  You’ll have a personalised data dashboard and an exclusive invitation to an online presentation and discussion of the overall findings.  And the more universities and colleges participate, the better the data and insights will be for all.

See a walkthrough of the results dashboard here.

View a recording of our recent Benchmarking Round Table

How is the survey delivered?

The survey is delivered in partnership between CUBO and consultants The Russell Partnership Collection, who collect and analyse the data on CUBO’s behalf. Overseeing the project for CUBO are Jan Capper, Executive Director, and Sue Pimblett, Board Lead for Research.

How is the data secured?

All data is kept secure and no data from individual universities is shared with anyone. The data dashboard anonymises all data, so you are assured of anonymity and security for all data entered. 

What format is the survey?

Data is submitted online via an Excel spreadsheet with tabs for the different business areas. The spreadsheet autosaves and can be completed at your own pace and by different staff members e.g. division heads.

You can preview the survey questions here.

How do we complete the survey?

The survey link was emailed to the registered CUBO members and/or benchmarking contact for your institution on 21st October.  Additional staff wanting access to the survey can register here.

Please share the registration link with senior staff responsible for residences, catering & retail, conferencing, guest and hotel accommodation, residence life, sport, soft FM and security, even if they are not within your division.

What if I’m not sure how to answer something?

Contact support@russellpartnership.com with any queries on the survey questions. Also check out our troubleshooting section below.

What if I have technical issues?

Please contact support@russellpartnership.com

How long have we got?

The survey is open until Friday 29th November 2024. 

TROUBLESHOOTING

Important tips and clarification on the 2024-5 survey:

Financial information

Across the survey, VAT is to be included where prices are requested, but excluded when referring to revenue and income values. Where there is an explicit VAT related note attached to a question, please follow those instructions.

Hotel Guest rooms

Q5 – As noted, please exclude VAT from the ADR calculation i.e. Room revenue (excluding VAT at 20%) divided by number of rooms sold.

Sport

Only Q4 requires data excluding VAT. Q11 and Q12 are inclusive of VAT.

Calculating NPS

When responding to questions 12 and 13 in the ‘Residences Overview’ please follow the below formula for calculating the overall residential satisfaction Net Promoter Score (NPS).

Formula: Total % of promoters  – total % of detractors = Net Promoter Score

Promoters are participants who respond with a score of 9 or 10.

Detractors respond with a score of 0 to 6.

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