Public confidence in higher education is waning, with students questioning the value of a degree despite acknowledging its quality. A recent Inside Higher Ed survey found that 65% of students consider themselves customers, expecting institutions to meet their needs as they pay tuition and fees.

While 41% of students see themselves as customers in both academics and campus services, 13% limit this view to classes, and 11% apply it only to non-academic interactions. However, overall satisfaction levels remain similar between those who identify as customers and those who don’t.

The debate over whether higher education is a public good resurfaces as scholars warn that a customer-service model could reduce learning to a transactional experience. However, some argue that prioritizing student needs, accountability, and responsiveness could improve education quality while maintaining academic integrity.