Students' assessment of their academic experience is actively sought by Higher Education institutions, as evidenced in the National Student Survey introduced in 2005. Erasmus students, despite their growing numbers, tend to be excluded from these satisfaction surveys, even though they, too, are primary customers of a University. This study aims to present results from bespoke questionnaires and semistructured interviews with a sample of Erasmus students studying languages in a British University. These methods allow us insight into the experience of these students and their assessment as a primary customer, with a focus on language learning and teaching, university facilities and student support. It investigates to what extent these factors influence their levels of satisfaction and what costs of adaptation if any, they encounter. Although excellent levels of satisfaction were found, some costs affect their experience. They relate to difficulties in adapting to a learning methodology based on a low number of hours and independent learning and to a guidance and support system seen as too stifling. The results portray this cohort's British University as a well-equipped and well-meaning but ultimately overbearing institution, which may indicate that minimising costs can eliminate some sources of dissatisfaction.
IntroductionStudent mobility in the European Union has become increasingly significant since the inception of the Erasmus scheme in 1987. The latest figures from the European Union show that the number of Erasmus students rose from 3,244 in 19873,244 in to 198,523 in 20083,244 in /20093,244 in (Europa 2010. Sometimes, this is unbalanced, for example in the United Kingdom, where the number of outgoing students in 2008-2009 was 10,826 whilst incoming students reached 20,850. The present study offers further empirical research into the experience of Erasmus students by focusing on how Erasmus language students perceive and assess being a language student in a British university. British students are considered "primary customers" of a University (Crawford: 1991;Douglas, Douglas and Barnes 2006;Hill 1995), "the direct recipients of the service provided" by a University (Douglas et al., 2006, p.251), and this idea led the Higher Education Funding Council for England (HEFCE) to introduce the National Student Survey (NSS), aimed at final year students, to seek their views on various aspects of teaching, assessment and support provided by a course and a University, in order to ascertain students' levels of satisfaction. Erasmus students, however, have never been included in the NSS. If they follow the same course as British students their views should be sought as well, as they, too, are customers, albeit for a shorter period. This would contribute to an understanding of how they assess studying in a British University and what factors affect their level of satisfaction. As the drive towards internationalisation of Higher Education is becoming more and more pronounced, as illustrated by the frequent use of t...