First Year Student Expectations of University

An Office for Learning & Teaching funded project has reported some results on "First Year Student Expectations and Experiences". The results are much as I would expect: students have to do more work and get less help from lecturers than they were expecting. However, the researchers have phrased these results in terms of unrealistic expectations by students. But in other industries if you are not meeting your customer's expectations, then you are doing something wrong: you don't blame the customers. Perhaps universities should improve the service they provide so they meet the students expectations. As an example the research shows only 51.5% of students received their work back within three weeks of submitting it. That seems to me unacceptable performance by the university.