Student Summary Results & Action Plans
These results show the Student levels of satisfaction for the services listed below. As a result of this survey, select DAF units have created action plans to improve customer satisfaction. For further information on how to interpret results see the "List of Contents and How to Interpret Results Tables" page.
Financial Aid / Business Office
For the following, rate your level of satisfaction for the past 12 months.
| Attribute | % Satisfied | # of Resp. |
|---|---|---|
| Courtesy of the Financial Aid staff who work at the windows | 84.21% | 171 |
| Courtesy of the Financial Aid staff who answer the phone | 75.34% | 146 |
| Courtesy of the Financial Aid counselors | 86.36% | 132 |
| Timeliness of receiving my financial aid award notice | 82.45% | 188 |
| Timeliness of receiving my financial aid award check | 75.26% | 190 |
| Ability to speak with someone from the Financial Aid staff within an acceptable amount of time | 73.42% | 158 |
| Financial Aid staff's knowledge about financial aid policies and procedures | 81.88% | 160 |
| Usefulness of information on the Financial Aid website | 83.44% | 151 |
| Overall service of the Financial Aid office | 84.24% | 184 |
| Total Respondents (including "Don't Knows") | 237 |
Financial Aid / Business Office 06/07 Intended Action Items
- Implement a direct deposit option for financial aid disbursements, allowing for more timely deposit of funds. Actively promote the benefits of this option.
- Incorporate periodic quality discussions as part of regular staff meetings via case studies and customer service examples/scenarios.
- Create and evaluate an issues log of student barriers to graduation.
- Establish clearer protocol for phone referrals and follow-up.
- Review training and identify opportunities for phone and peer staff to increase knowledge.
- Identify opportunities to provide timely updates/reminders to students (e.g., direct personalized emails, application tips/reminders for financial aid students regarding next year's application for aid).
Academic Support and Student Relations
Rating most recent interaction with Enrollment Services when visiting the windows located in the Brotman Hall courtyard:
| Attribute | % Sat | # Resp |
|---|---|---|
| Courtesy of the staff person assisting you at the windows | 88.6% | 140 |
| Knowledge of the staff person (Were they well informed?) | 89.1% | 138 |
| Helpfulness | 85.6% | 139 |
| Amount of time waiting in line | 67.2% | 137 |
| Overall satisfaction with the Enrollment Services windows | 85.5% | 138 |
| Total Respondents | 140 |
Rating the first person talked to over the phone during most recent interaction with Enrollment Services:
| Attribute | % Sat | # Resp |
|---|---|---|
| Courtesy of the staff person assisting you at the windows | 83.0% | 53 |
| Knowledge of the staff person (Were they well informed?) | 71.7% | 53 |
| Helpfulness | 71.2% | 52 |
| Amount of time waiting in line | 65.4% | 52 |
| Overall satisfaction with the Enrollment Services windows | 77.4% | 53 |
| Total Respondents | 53 |
Academic Support and Student Relations 06/07 Intended Action Items
- Continue analysis of peak times/days/weeks for phone calls and window traffic.
- Continue current plan for hiring staff to provide optimal window/phone coverage.
- Continue to investigate options for scheduling/hiring Student Relations and/or other Enrollment Services staff and/or student assistants to answer phones at peak times.
- Investigate solutions to space constraints for adding additional phone support.
- Investigate options for prescreening phone calls to reroute calls not intended for Enrollment Services.
Records and Evaluations
Satisfaction with the Transfer Credit Evaluation process:
| Attribute | % Sat | # Resp |
|---|---|---|
| Ease of understanding the transfer credit evaluation process | 78.6% | 252 |
| Timeliness of transfer credit evaluation | 68.9% | 244 |
| Timeliness of adjustments to your record | 68.6% | 239 |
| Accuracy of adjustments to your record | 75.3% | 243 |
| Helpfulness of the Enrollment Services staff | 70.6% | 231 |
| Overall satisfaction with the transfer credit evaluation process | 74.6% | 244 |
| Total Respondents | 256 |
Satisfaction with the Degree Progress Report:
| Attribute | % Sat | # Resp |
|---|---|---|
| Ease of using the Degree Progress Report | 77.7% | 206 |
| Usefulness of the Degree Progress Report | 86.3% | 204 |
| Understandability of the Degree Progress Report | 65.9% | 205 |
| Helpfulness of the Enrollment services staff in answering questions related to the Degree Progress Report | 73.9% | 138 |
| Overall satisfaction with the Degree Progress Report | 78.8% | 203 |
| Total Respondents | 208 |
Satisfaction with the Transcripts Request and Fulfillment process:
| Attribute | % Sat | # Resp |
|---|---|---|
| Accessibility of information telling you how to request your official transcripts | 81.7% | 60 |
| Ease of requesting your official transcripts | 78.7% | 61 |
| Helpfulness of staff at the Enrollment Services windows at Brotman Hall | 81.5% | 54 |
| Timeliness of processing official transcript requests | 68.4% | 57 |
| Accuracy of processing official transcript requests | 89.7% | 58 |
| Overall satisfaction with official transcript process | 78.3% | 60 |
| Total Respondents | 61 |
Records and Evaluations 06/07 Intended Action Items
Transfer Credit Evaluation
- Develop a comprehensive section on the Enrollment Services Web site explaining the transfer credit evaluation. Ensure that links to this new site are provided in all relevant e-mail communication—and that the URL is provided in all relevant hard-copy communication.
Degree Progress Report
- Continue campus and system-wide efforts to redesign and streamline the Degree Progress Report. Expedite implementation of marketing plan to promote use by students of the Degree Progress Report and implement a comprehensive training curriculum for faculty academic advisers, with special emphasis on use of the Degree Progress Report as an advising tool.
Transcript Request and Fulfillment
- Promote and publicize the use of the new on-line transcript ordering system with an eye to the eventual elimination of hard-copy transcript requests from enrolled students.