Student Summary Results
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.
Academic Support and Student Relations
Rating most recent interaction with Enrollment Services when visiting the windows located in the Brotman Hall courtyard:
| Attribute | 2006 % Sat. | 2006 Resp. | 2007 % Sat. | 2007 Resp. |
|---|---|---|---|---|
| Courtesy of the staff person assisting you at the windows | 88.6% | 140 | 94.8% | 212 |
| Knowledge of the staff person (Were they well informed?) | 89.1% | 138 | 93.3% | 208 |
| Helpfulness | 85.6% | 139 | 92.8% | 209 |
| Amount of time waiting in line | 67.2% | 137 | 74.3% | 210 |
| Overall satisfaction with the Enrollment Services windows | 85.5% | 138 | 92.9% | 211 |
| Total Respondents | 141 | 212 |
Rating the first person talked to over the phone during most recent interaction with Enrollment Services:
| Attribute | 2006 % Sat. | 2006 Resp. | 2007 % Sat. | 2007 Resp. |
|---|---|---|---|---|
| Courtesy of the staff person assisting you at the windows | 83.0% | 53 | 88.1% | 59 |
| Knowledge of the staff person (Were they well informed?) | 71.7% | 53 | 84.5% | 58 |
| Helpfulness | 71.2% | 52 | 84.2% | 57 |
| Amount of time waiting in line | 65.4% | 52 | 75.9% | 58 |
| Overall satisfaction with the Enrollment Services windows | 77.4% | 53 | 87.9% | 58 |
| Total Respondents | 53 | 59 |
Academic Support and Student Relations 07/08 Intended Action Items
Academic Support
- Develop and initiate a continuous improvement process for reviewing forms, papers, procedures, etc. which identifies processes that may be creating student barriers or requiring redundant information collections
- Develop a risk-free and supportive means for employees to surface ideas for improvement and enrichment of the campus or its operations.
- Share minutes of meetings with staff to enhance the open communication process.
Student Relations: Phone/Window Service Wait Time
- In response to customer service survey(s) and reporting mechanisms, develop strategies that will address student wait time (in lines and on phones) and ensure continuous attention to and improvements in student satisfaction
- Regularly review and emphasize with staff the need to be attentive to phones whether assigned to windows or another task, so that coverage is adequately maintained.
- Review and revise queue/queue repeat and after hours messages to inform students of pending deadlines or other timely issues.
- Develop peaks and deadline calendar (including script type) with historical information to anticipate staffing requirements and incorporate phone ‘wait’ messages.
- Review/coordinate email notifications with other units sending message to determine if additional information would be beneficial in reducing student calls.
Financial Aid / Business Office
For the following, rate your level of satisfaction for the past 12 months.
| Attribute | 2005 % Sat. | 2005 Resp. | 2006 % Sat. | 2006 Resp. | 2007 % Sat. | 2007 Resp. |
|---|---|---|---|---|---|---|
| Courtesy of the Financial Aid staff who work at the windows | 84.21% | 171 | 87.9% | 165 | 91.2% | 534 |
| Helpfulness of the staff who work at the Financial Aid windows | 89.6% | 163 | 88.2% | 552 | ||
| Courtesy of the Financial Aid staff who answer the phone | 75.34% | 146 | 78.6% | 140 | 83.7% | 449 |
| Helpfulness of the Financial Aid staff who answer the phone | 82.9% | 129 | 82.7% | 450 | ||
| Courtesy of the Financial Aid counselors | 86.36% | 132 | 95.3% | 127 | 91.0% | 390 |
| Helpfulness of the Financial Aid counselors | 95.9% | 121 | 90.8% | 401 | ||
| Timeliness of receiving my financial aid award notice | 82.45% | 188 | 82.3% | 192 | 81.6% | 593 |
| Timeliness of receiving my financial aid award check | 75.26% | 190 | 78.0% | 191 | 78.8% | 619 |
| Helpfulness of the disbursement staff regarding questions about your financial aid (e.g., when you will receive disbursement, account status) | 82.8% | 534 | ||||
| Ability to speak with someone from the Financial Aid staff within an acceptable amount of time | 73.42% | 158 | 74.8% | 131 | 81.2% | 421 |
| Amount of time waiting to speak with someone from Financial Aid on the phone | 56.5% | 124 | 76.1% | 402 | ||
| Financial Aid staff's knowledge about financial aid policies and procedures | 81.88% | 160 | 86.5% | 156 | 86.2% | 515 |
| Usefulness of information on the Financial Aid website | 83.44% | 151 | 85.5% | 145 | 84.2% | 462 |
| Overall service of the Financial Aid office | 84.24% | 184 | 90.5% | 179 | 91.1% | 597 |
| Total Respondents (including "Don't Knows") | 237 | 234 | 743 |
Financial Aid 07 Intended Action Items
- Phone wait time — review and implement options for targeted messages while students are on hold on main phone line.
- Communication — establish and implement phone protocols so staff will know who/how to transfer calls as appropriate.
- Communication — research options for direct and timely electronic notices to students (especially changes in awards). Possible mediums: a generic financial aid email address to send notices from; portal announcements and/or reminders.
- Continue to include customer service as regular part of staff meetings (discussion, case studies, training opportunities, tips/techniques).
- Incorporate the review and discussion of action items as part of staff meetings
Records and Evaluations
Satisfaction with the Transfer Credit Evaluation process:
| Attribute | 2006 % Sat. | 2006 Resp. | 2007 % Sat. | 2007 Resp. |
|---|---|---|---|---|
| Ease of understanding the transfer credit evaluation process | 78.6% | 252 | 86.1% | 360 |
| Timeliness of transfer credit evaluation | 68.9% | 244 | 80.1% | 352 |
| Timeliness of adjustments to your record | 68.6% | 239 | 82.5% | 342 |
| Accuracy of adjustments to your record | 75.3% | 243 | 87.8% | 343 |
| Helpfulness of the Enrollment Services staff | 70.6% | 231 | 86.5% | 333 |
| Overall satisfaction with the transfer credit evaluation process | 74.6% | 244 | 85.1% | 356 |
| Total Respondents | 256 | 375 |
Satisfaction with the Degree Progress Report:
| Attribute | 2006 % Sat. | 2006 Resp. | 2007 % Sat. | 2007 Resp. |
|---|---|---|---|---|
| Ease of using the Degree Progress Report | 77.7% | 206 | 85.2% | 317 |
| Usefulness of the Degree Progress Report | 86.3% | 204 | 90.5% | 316 |
| Understandability of the Degree Progress Report | 65.9% | 205 | 72.7% | 315 |
| Accuracy of the Degree Progress Report | 88.2% | 305 | ||
| Helpfulness of the Enrollment services staff in answering questions related to the Degree Progress Report | 73.9% | 138 | 89.5% | 190 |
| Overall satisfaction with the Degree Progress Report | 78.8% | 203 | 87.9% | 313 |
| Total Respondents | 208 | 320 |
Satisfaction with the Transcripts Request and Fulfillment process:
| Attribute | 2006 % Sat. | 2006 Resp. | 2007 % Sat. | 2007 Resp. |
|---|---|---|---|---|
| Accessibility of information telling you how to request your official transcripts | 81.7% | 60 | 86.5% | 104 |
| Ease of requesting your official transcripts | 78.7% | 61 | 89.4% | 104 |
| Helpfulness of staff at the Enrollment Services windows at Brotman Hall | 81.5% | 54 | 88.5% | 87 |
| Timeliness of processing official transcript requests | 68.4% | 57 | 81.6% | 103 |
| Accuracy of processing official transcript requests | 89.7% | 58 | 91.1% | 101 |
| Overall satisfaction with official transcript process | 78.3% | 60 | 90.1% | 101 |
| Total Respondents | 61 | 105 |
Evaluation and Records 07/08 Intended Action Items
- Degree Progress Report — Note that this disappointing result for the Understandability of the Degree Progress Report of under 75 percent is based on the old format of the DPR. With the May 2007 introduction of the greatly improved DPR format, we anticipate a marked increase in positive responses to this item in next year’s Customer Satisfaction Survey. Between now and then, we will be reinvigorating the DPR marketing campaign with a new emphasis on the improved format.