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California State University, Long BeachCalifornia State University, Long Beach
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Student Summary Results

Evaluations and Records

Satisfaction with the Transfer Credit Evaluation process:

Attribute 2008 Mean 2008 Resp.
Ease of understanding the transfer credit evaluation process 3.74 368
Timeliness of transfer credit evaluation 3.70 366
Timeliness of adjustments to your record 3.72 357
Accuracy of adjustments to your record 3.93 364
Helpfulness of the Enrollment Services staff 3.80 352
Overall satisfaction with the transfer credit evaluation process 3.85 373
Total Respondents   382
(skipped this question)   246

Satisfaction with the Degree Progress Report:

Attribute 2008 Mean 2008 Resp.
Ease of using the Degree Progress Report 3.94 513
Usefulness of the Degree Progress Report 4.20 511
Understandability of the Degree Progress Report 3.76 509
Accuracy of the Degree Progress Report 3.88 498
Helpfulness of the Enrollment services staff in answering questions related to the Degree Progress Report 3.65 385
Overall satisfaction with the Degree Progress Report 3.95 512
Total Respondents   516
(skipped this question)   112

Satisfaction with the Transcripts Request and Fulfillment process:

Attribute 2008 Mean 2008 Resp.
Accessibility of information telling you how to request your official transcripts 4.06 96
Ease of requesting your official transcripts 4.11 95
Helpfulness of staff at the Enrollment Services windows at Brotman Hall 4.08 90
Timeliness of processing official transcript requests 3.77 96
Accuracy of processing official transcript requests 4.16 94
Overall satisfaction with official transcript process 4.07 96
Total Respondents   97
(skipped this question)   531

ES-Evaluations & Records 08/09 Intended Action Items

  • Timeliness of Transfer Credit Evaluations: Conduct a review of all media used to communicate with students-including web site content and e-mail-to ensure students are aware of time requirements for the posting of TC and its progression from "unofficial" to "official" status. Establish realistic student expectations by explaining the intricacies and timing of the TCE process to students via various media.
  • Timeliness of Transfer Credit Evaluation: Continually monitor the flow of TCEs awaiting review and reallocate cross-trained staff to ensure complete, official initial TCEs for all new transfer students (juniors and seniors) prior to attending SOAR-and the timely processing of all supplements submitted.
  • Degree Progress Report (DPR) informational meetings for all Evaluation and Academic Records staff will be held in September. These meetings will emphasize (1) the need to be intimately familiar with the newly formatted DPR to ensure our ability to provide competent assistance in helping student to understand that document, (2) increased sensitivity to our customer-service role and interactions with students—including strategies to encourage students to take responsibility for their own progress toward degree, and (3) the need for continued vigilance in the areas of timely processing and turnaround of TCEs.

Student Relations

Rating the first person you talked to over the phone during your most recent interaction with Enrollment Services:

Attribute 2008 Mean 2008 Resp.
Courtesy of the staff person assisting you on the telephone 4.02 85
Knowledge of the staff person (were they well informed?) 3.89 85
Helpfulness 4.02 83
Wait time before your call was answered 3.54 83
Overall satisfaction with the first person you talked to over the phone 3.94 85
Total Respondents   85
(skipped this question)   478

Rating the most recent interaction with Enrollment Services when visiting the windows located in the Brotman Hall courtyard:

Attribute 2008 Mean 2008 Resp.
Courtesy of the staff person assisting you at the windows 4.05 246
Knowledge of the staff person (were they well informed?) 4.04 244
Helpfulness 4.12 245
Amount of time waiting in line 3.45 242
Overall satisfaction with the Enrollment Services windows 3.98 244
Total Respondents   246
(skipped this question)   317

Rating your most recent interaction with the Enrollment Services specialist:

Attribute 2008 Mean 2008 Resp.
Courtesy of the specialist assisting you 4.14 36
Knowledge of the staff person (Were they well informed?) 4.06 35
Helpfulness of the specialist 4.06 34
Amount of wait time to see/speak to specialist 3.89 35
Overall satisfaction with the specialist interaction 4.11 35
Total Respondents   38
(skipped this question)   525

Academic Support and Student Relations 08/09 Intended Action Items

  • Phone/Window Service Wait Time: Coordinate ES email and mail notifications to establish a balance of information dissemination and to determine if additional information would be beneficial in reducing student calls.
  • "Phone/Window Service Wait Time: Incorporate accountability of Student Relations Specialist phone performance. Asst Director reviews individual phone performance reports provided by the CCM (Call Center Manager) at weekly one-on-one meeting with Student Relations Specialist."
  • Phone/Window Service Wait Time: Review Peak & Deadline Calendar to establish schedules which anticipate phone traffic
  • Phone/Window Service Wait Time: Incorporate ‘upcoming events’ into weekly meeting discussions to ensure staff has appropriate knowledge and response to facilitate phone responsiveness.
  • Phone/Window Service Wait Time: Provide staff training opportunities to assist staff not meeting weekly goal