A growing challenge faced by universities is the task of personalising lecturer-student contact in the context of mass education and modularisation. Universities are further pressured to improve the student learning experience in an era when students increasingly see themselves as 'customers'. Recently, a growing universities have responded to this challenge by adopting one-to-one Tutorial Systems (TS) as an approach to providing student support. My research set out to explore the impact of the TS implemented in one Chinese university, focusing especially on the quality of student experience.