The new Grocery Tripper shuttle service launched this January to Cal Poly students, providing a free ride to off-campus stores like Trader Joe’s and Target, has been hugely popular, with full shuttles transporting 1,894 students off campus from Jan. 9-Feb. 15. 

 

The program is a partnership between Associated Students, Inc. (ASI) and Campus Health and Wellbeing’s Basic Needs, but another, possibly lesser-known Cal Poly program deserves some credit — a qualitative market research program called The HEARD. 

 

“As a student, I am constantly amazed by The HEARD’s significant impact on making Cal Poly an even better school for students,” said HEARD Student Director Sophie Kumar. “Our team has catalyzed efforts for implementing grocery shuttles, improving a sports fan culture, strengthening career services, diversifying employer connections, accessibility to information technology services, and much more — all tangible improvements that noticeably elevate the Cal Poly student experience.” 

 

The HEARD, within the Assessment and Research unit of Cal Poly’s

 division, launched in 2017 to amplify the student voice to campus leadership. Through student focus groups and surveys, The HEARD provides a platform for students to tell administrators how to improve the programs and services that impact their campus experience. The in-depth findings are a tool for student and administrative leaders to advocate for campus improvements. 

 

“We’re an objective third-party in the sense that we provide a space where students can be candid about various topics that affect their daily lives,” said Kevin Grant, Cal Poly’s senior director of assessment and research, “and then we prepare assessments to inform decisions that will impact students today and tomorrow.” 

 

Led by a student director and the assessment and research team, The HEARD maintains a pool of potential participants — currently, more than 850 Mustangs strong. The 2026 membership is a diverse pool, representing all six colleges with students from 34 different states and 13 countries. Students identify as 35% White, 27% Hispanic/Latino, 23% Asian, 10% multi-racial followed by just under 5% combined for American Indian/Alaskan Native, Black/African American, Native Hawaiian/other Pacific Islander. The majority are upperclassmen—experienced Cal Poly students. Seven percent are transfer students. 

 

Students who sign up to participate are contacted when research opportunities are available, and if they participate in a focus group or survey may receive a gift card or other incentive. Opportunities to voice opinions are also open to the student body through Cal Poly Now focus group sign-ups and campuswide survey invitations.  

 

Initially, Grant founded The HEARD as a way for students to talk through potentially contentious issues in a respectful environment — the program’s tagline is both rooted in community and a nod to the Mustang mascot: “Many voices, one herd.” 

 

Over time, it has expanded to include a range of topics campuswide, as divisions, departments and programs across the university reach out to Grant and his team to request student perspectives.  

 

Since the program was relaunched, following the pandemic hiatus, The HEARD has held nearly 50 focus group sessions — in-depth conversations with more than 400 students. Participants have provided feedback on their satisfaction with campus amenities and services; identifying and removing barriers to graduation; residential student needs; and improving access to basic needs, like affordable groceries.  

 

In April 2024, Cal Poly Partners turned to The HEARD to learn about student shopping habits, needs and preferences, in an effort to provide access to affordable groceries. This was the groundwork which led to the conversion of the Poly Canyon Village market into a more affordable grocery source. Meanwhile, The HEARD findings empowered campus leaders to advocate for resources to provide transportation to community retailers.  

 

“The student experience drives every decision we make at Cal Poly Partners,” said Russell Monteath, director of commercial services. “Through our ongoing collaboration with The HEARD — including research on retail, shopping habits, affordable course materials and other commercial services — students have helped guide how we evolve our programs.  When students speak candidly and we listen carefully, it leads to stronger services and a better campus experience.” 

 

More recent focus groups explored ways to optimize study spaces on campus and grow school spirit and student participation at Cal Poly Athletics events. The HEARD provided feedback on a Freedom of Expression campaign launched in the fall by the Office of the Dean of Students and assessed the relevance of the Mustang Way. The HEARD has provided insights about student preferences, priorities and needs to guide architects at multiple timepoints during the design of the Lynda and Stewart Resnick Student Success Center building, scheduled to open in fall 2027. 

 

Grant and Lisa Rizzo, assessment and research coordinator, also noted that The HEARD gives students an opportunity to get involved on campus without a large time commitment.  

 

“Maybe you’re working and you don’t have time to devote to student government or another board, but you can spend an hour sharing your opinions,” Rizzo said. “It has a serious impact when students participate. We read every comment, analyze the results and present findings in a way that empowers administrators with actionable data. The HEARD is a launching pad for change.” 

 

Students can learn more about The HEARD on the Student Affairs website.