This study assessed student perceptions of service at the Queensland University of Technology in Brisbane (Australia). Data were based on open-ended discussions with 48 undergraduate focus groups during which participants were asked what they perceived to be the good and bad aspects of university life, what they did to cope with obstacles, and how they thought the university could improve services. The protocol contained 18 questions: 5 intended as ice-breakers; 3 eliciting comments about positive aspects; 7 asking how students dealt with obstacles encountered; 1 which tried to identify a unifying theme; and 3 final questions which asked students about their relationship with the university. Responses were organized into two "themes": the first, areas where students perceived university services to be positive, and the second services which the students perceived as needing improvement. Positive themes included access to professional assistance; easy access to recreation and day-to-day conveniences; educational support services; positive academic and staff attitude; school efforts to improve services; school location; and real-world identity and industry connections. Areas judged to need improvement included: a confusing administrative bureaucracy; fragmented sources of information; access to technology resources; campus parking and transportation; bookshop and meal expenses; campus aesthetics; and performance of the student council. (Contains 10 references.) (CH)