A Unique Welcome for Students
Pôle Formation et Pôle Vie Étudiante
Le Pôle Formation et Vie Étudiante (PFVE) supports students on their path to success from leaving secondary school to entering the professional world, in all aspects of their student life. PFVE oversees and manages the processes and rules of university courses from application to graduation.
PFVE consists of several departments: :
- Service Accompagnement des parcours
- Service Administration et Communication.
- Service Réglementation et Gestion de l’Offre de Formation
- Service Vie Etudiante
PFVE also manages the following platforms:
Related services
- Student Health Service (SSE)
- Center for Written and Spoken Competencies (CEPREO)
- Service commun de formations continue et par alternance – SEFCA
- Service universitaire des activités physiques et sportives – SUAPS
The Student Information Point is available to answer your questions.
+33 3 80 39 39 80
Available Monday to Friday from 9:00 a.m. to 12:30 p.m. and from 1:30 p.m. to 5:00 p.m.
OBJECTIVE : excellence in reception and student support
COMMITMENTS : “service publics +” label
For more information, visit National Services Publics + website
The Student Information Point’s Commitment to Its Users
The Student Information Point is committed to service quality within the framework of the national Services publics+ programme, which succeeds the former Marianne quality standard.
This programme is based on 9 commitments, focused on the user experience, with the aim of delivering public services that are closer, simpler and more effective.
#Efficiency
We are committed to providing an immediate response or directing you to the appropriate service.
#Listening
We listen carefully to your feedback and suggestions in order to improve our services.
#ReasonableWaitingTime
We do our utmost to ensure a reasonable waiting time for telephone enquiries.
#SinglePointOfContact
We provide a single point of contact for all users, whether they are students, prospective students, professionals, external partners, or staff from other university departments.
#CourtesyAndAccessibility
We offer a courteous welcome in a pleasant environment that is accessible to people with disabilities.
#OpenReception
We are open from Monday to Friday, 9:00 am to 12:30 pm and 1:30 pm to 5:00 pm (subject to change during university holiday periods).
#AlwaysAvailable
We ensure a minimum level of service during the All Saints’, winter and spring holidays.
#ClearInformation
We publish our opening hours and peak attendance times.
#Expertise
Our team benefits from regular training to maintain a high level of expertise.
#UpToDate
We regularly update our communication materials.
#QuestionsAndAnswers
We respond to enquiries sent to pole.formation@ube.fr within 5 working days.
2025 Satisfaction Survey Results
Sources and method
This survey was conducted over a two-month period: from 1 September to 24 October 2025.
After giving their verbal consent when contacting the Student Information Point, users were contacted by telephone within a week to complete the satisfaction questionnaire.
We had 143 respondents: 67 respondents for in-person service and 76 respondents for telephone service.
Cross section
- UBE students: 86.57%
- Former UBE students: 5.97%
- Parents of students: 2.99%
- Other users: 2.99%
- Students from other universities: 1.49%
- UBE students: 44.74%
- Parents of students: 39.47%
- Secondary school pupils or preparatory class students: 5.26%
- Other users: 5.26%
- Former UBE students: 3.95%
- Students from other universities: 1.32%
- UBE students: 44.74%
- Parents of students: 39.47%
- Secondary school pupils or preparatory class students: 5.26%
- Other users: 5.26%
- Former UBE students: 3.95%
- Students from other universities: 1.32%
Among the 92 students surveyed, over 70% are enrolled in first-year undergraduate programmes (L1 / BUT1)
(–5.6 percentage points compared with 2024).
- L1 / BUT – first year: 70.65%
- L2 / BUT – second year: 8.70%
- L3 / Professional Bachelor’s degree: 5.43%
- M1 / Engineering programme – second year: 8.70%
- M2 / Engineering programme – third year: 4.35%
- Other: 2.17%
As in 2024, students enrolled in Humanities and Social Sciences are the most represented, followed by students from DSEP.
- UFR Sciences humaines : 25,81%
- UFR Sciences et techniques : 10,75%
- UFR STAPS : 2,23%
- UFR Sciences de Santé : 4,30%
- UFR SVTE : 6,45%
- UFR Lettres et philosophie : 7,53%
- UFR Langues et communication : 6,45%
- UFR DSEP : 21,51%
- Polytech Dijon : 1,08%
- IUT Dijon-Auxerre-Nevers : 4,30%
- INSPE : 4,30%
- IAE : 4,30%
First-year students (L1) in Sciences humaines and L1 DSEP are the most represented groups.
L1/BUT1 :
- UFR Sciences humaines : 20,88%
- UFR Sciences et techniques : 7,69%
- UFR STAPS : 2,20%
- UFR Sciences de Santé : 2,20%
- UFR SVTE : 5,49%
- UFR Lettres et philosophie : 4,40%
- UFR Langues et communication : 5,49%
- UFR DSEP : 16,48%
- IAE : 1,10%
L2/BUT2 :
- UFR Sciences et techniques : 2,20%
- UFR STAPS : 1,10%
- UFR Sciences de Santé : 1,10%
- UFR SVTE : 1,10%
- UFR Lettres et philosophie : 1,10%
- UFR DSEP : 2,20%
L3/LP :
- UFR Sciences Humaines : 2,20%
- UFR DSEP : 2,20%
- IAE : 1,10%
M1/Ingé 2 :
- UFR Sciences Humaines : 2,20%
- INSPE : 4,40%
- IAE : 2,20%
M2/Ingé 3 :
- UFR Sciences Humaines : 1,10%
- UFR Lettres et philosophie : 1,10%
- UFR Langues et communication : 1,10%
- UFR DSEP : 1,10%
Students based in Dijon are the most represented.
- Dijon – Montmuzard campus : 94,57%
- Chalon-sur-Saône : 1,09%
- Dijon – Chabot Charny site : 1,09%
- Dijon – Charles Dumont site : 3,26%
- Distance learning (EAD) : 1,09%
- Le Creusot : 1,09%
Awareness of the Student Information Point
Over 43% of in-person reception users are aware of the existence of the PIE through a personal contact, and more than 40% via the welcome day. For users of the telephone reception, awareness is primarily through digital resources.
In-person reception
- Via digital resources (UBE website / Student Portal): 8.96%
- Through a personal contact (student, teacher, administrative services, etc.): 43.28%
- During welcome day or a visit: 40.30%
- Other: 7.46%
Telephone reception
- Via digital resources (UBE website / Student Portal): 85.53%
- Through a personal contact (student, teacher, administrative services, etc.): 9.21%
- Other: 5.26%
Overall
- Via digital resources (UBE website / Student Portal): 49.65%
- Through a personal contact (student, teacher, administrative services, etc.): 25.17%
- During welcome day or a visit: 18.88%
- Other: 6.29%
In-person reception
95.5% of in-person reception users found it easy to locate the PIE at the Maison de l’Université
(+0.9 points compared with 2024).
69.5% of in-person reception users are satisfied or very satisfied with the signage at the Maison de l’Université
(–13.8 points compared with 2024).
- Very satisfied with the signage: 37.29%
- Satisfied with the signage: 32.20%
- Moderately satisfied with the signage: 25.42%
- Not very satisfied with the signage: 5.08%
As in 2024, 100% of in-person reception users are satisfied or very satisfied with the PIE waiting area at the Maison de l’Université.
- Very satisfied with the waiting area: 77.05%
- Satisfied with the waiting area: 22.95%
98.5% of in-person reception users are satisfied or very satisfied with the reception received at the PIE in-person at the Maison de l’Université
(–1.5 points compared with 2024).
- Very satisfied with in-person reception: 92.42%
- Satisfied with in-person reception: 6.05%
- Moderately satisfied: 1.52%
Telephone reception
Almost 79% of users were able to easily reach the PIE
(–9.5 points compared with 2024).
- Users who were able to easily contact the PIE: 78.67%
- Users who were not able to easily contact the PIE: 21.33%
Among the 17 users who had difficulty contacting the PIE, almost 30% had to call 5 times before establishing contact.
- Reached PIE after 2 calls: 11.76%
- Reached PIE after 3 calls: 17.66%
- Reached PIE after 4 calls: 29.41%
- Reached PIE after 5 calls: 5.88%
- Reached PIE after 7 calls: 5.88%
- Reached PIE after 8 calls: 5.88%
- Reached PIE after 9 calls: 5.88%
- Reached PIE after 10 calls: 5.88%
- Cannot recall: 5.88%
96% of users are satisfied with the quality of interactions with the Student Information Point
(+0.7 points compared with 2024).
- Satisfied with telephone exchanges: 96.05%
- Not satisfied with telephone exchanges: 3.95%
Reasons for dissatisfaction:
“Issue with enrolment: redirected to the administration office which did not respond”
“Could not get information about the OPI (CPGE)”
“I did not receive an answer and could not reach the M1 Psychology office”
96% of telephone reception users are satisfied or very satisfied with the service provided by the PIE
(–0.85 points compared with 2024).
- Satisfied with telephone reception: 96.05%
- Not satisfied with telephone reception: 3.95%
Overall Reception
Overall, 97.2% of users (in-person and telephone reception) are satisfied with the service provided by the Student Information Point (PIE)
(–0.4 points compared with 2024).
Conclusion
The results of this survey remain excellent. However, this year the following points can be noted:
► A decrease in satisfaction with the PIE signage (69.5%)
► A decrease in the ease of reaching the PIE by telephone (almost 79%)
For all other items, user satisfaction exceeds 95%.
Overall, the satisfaction rate for the Student Information Point (PIE) reception is 97.2%.
Improving Day by Day
Ensuring the quality of our service also means listening to your expectations and monitoring our performance levels. And this is tangible! The proof lies in these key figures, which serve as indicators that guide our daily efforts to continuously improve the quality of services provided to students.
For more information, visit plus.transformation.gouv.fr
On 6 February 2020, the Pôle Formation et Vie Étudiante (PFVE) was awarded the Marianne Label, a certification recognising the quality of the reception and support services it provides daily to its users.
Granted for three years by an independent certification body, this label confirms that Pôle Formation et Vie Étudiante, a single point of contact serving all users (students, prospective students, university staff, external partners, job seekers, etc.), meets the commitments of the Marianne standard. This includes providing visitors and students with clear and relevant information, attentive listening, all within a timely response.
This certification process aligns with the PFVE’s overall mission: to ensure that every student can find answers to their campus life needs, thereby promoting successful integration and academic success, and to provide all visitors with information regarding courses or student life, or a referral to the appropriate contact. In support of this mission, PFVE also created a reception bot, Hugo, capable of responding outside service opening hours.
Since its creation in 2014, the PFVE has been committed to a voluntary continuous improvement process. Thanks to collaboration with other UBE divisions (Sustainable Development, Quality and Performance Management, Legal and Institutional Affairs), the certification process was successfully completed in 2020. PFVE was the first unit at the UNIVERSITÉ BOURGOGNE EUROPE to obtain this certification. By 2017, over 230 organisations in France were certified with the Marianne Label (source: www.modernisation.gouv.fr/).
To maintain this label, which is regularly evaluated, it is essential to sustain team competencies and high-level processes. In this context, a satisfaction survey on PFVE reception quality is available for users.
