Recommendations and Best Practices to Increase Online Student Retention

Danielle Kish, University of Phoenix

https://doi.org/10.9743/JEO.2025.22.4.9

Abstract

Online education is an important focus for higher education institutions (HEIs) as online retention rates remain lower than students attending classes on the traditional campus. A number of educational experts from various HEIs were selected to form a panel to identify the best practices for online student retention. Through a quantitative modified Delphi study, the panel rated and ranked the best practices to identify which strategies would be the most effective in the online classroom and would appeal to faculty, administrators, and HEI leaders. Four themes emerged during the study (Student & Administration, Faculty Engagement, Technology & Course Design, and HEI Overall) and eight best practices were identified for faculty to help online students: (a) prepare students for the online environment, (b) verify students have a computer and internet access, (c) educate faculty members in adult learning issues, (d) practice faculty empathy, (e) communicate proactively with students, (f) provide 24-hour technical support, (g) hire dedicated person(s) to assist students, (h), practice proactive listening. The study recommendations are significant for understanding how to increase online student retention, which is a priority for HEI leaders around the country.

Keywords: student success, online retention, nontraditional online student retention, increasing online student retention, online higher education retention