Evaluate and improve services to online learners

The OLC Quality Scorecard for Online Student Support provides self-evaluation guidelines for institutions seeking to improve the services they provide to online learners. It is a tool designed to assist individuals and organization interested in providing a high-quality online student experience by evaluating student services across the institution. The scorecard assists in the identification of gaps in services and provides a pathway to improve support services for online students. The companion guidebook gives additional information on the standards and best practices used by other institutions, to assist in this process.

Developed out of a joint State University System of Florida and Florida College System initiative, the scorecard is an introspective look at 11 key areas of the institution.

  • Admissions
  • Financial Aid
  • Pre-enrollment Advising
  • Veterans Services
  • Career Counseling
  • Orientation
  • Post-enrollment services
  • Library
  • Students with Disabilities Services
  • Graduate Student Services (universities only)

Several big ideas drove the development process of the student support scorecard. The first was to provide a comprehensive review the entire academic life-cycle of a student at the institution, starting when the students indicate an interest in attending until graduation. The second is to expand access to the services that on-campus student receive. The third is to provide an online academic experience. Finally, increase engagement between the online students and the institution. The criteria are not an extensive evaluation of all services and not intend to limit the scope of the services you seek to improve at your institution.

The most difficult part of providing excellent online student services institution-wide is achieving cooperation from the diverse service areas represented in the list above. The scorecard truly shines in its role as an internal conversation starter and proven to help the institution coalesce around a commitment to providing at least as good a service to their online learner community as those who are on campus. Improvements to services for online students are improvements for all students. The design of the scorecard and associated materials is to help improve the experience of every student.

This scorecard is available for free. Download it now.



"The Quality Scorecard is grounded in research, best practices, and expert opinion, so I know the University is well-served by implementing the self-assessment process and demonstrating our continuous improvement processes and outcomes to accreditors."


Debbie Thorne, Associate VP for Academic Affairs and Professor of Marketing – Texas State University