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California State University, Long BeachCalifornia State University, Long Beach
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Student Relations

*Positive (+) sign indicates an improved score from last year. Negative (-) sign indicates a decreased score. Mean change is determined by subtracting the 2008 mean score from the 2009 mean score.

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

Attribute 2008 Mean 2008 Resp. 2009 Mean 2009 Resp. * Mean Change
Courtesy of the staff person assisting you on the telephone 4.02 85 4.00 47 -0.02
Knowledge of the staff person (were they well informed?) 3.89 85 4.04 47 0.15
Helpfulness 4.02 83 4.04 48 0.02
Wait time before your call was answered 3.54 83 3.43 46 -0.11
Overall satisfaction with the first person you talked to over the phone 3.94 85 4.00 48 0.06
Total Respondents   85   48  
(skipped this question)   478   290  

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

Attribute 2008 Mean 2008 Resp. 2009 Mean 2009 Resp. * Mean Change
Courtesy of the staff person assisting you at the windows 4.05 246 3.96 154 -0.09
Knowledge of the staff person (were they well informed?) 4.04 244 3.88 154 -0.16
Helpfulness 4.12 245 3.86 152 -0.26
Amount of time waiting in line 3.45 242 4.03 153 0.58
Overall satisfaction with the Enrollment Services windows 3.98 244 3.41 153 -0.56
Total Respondents   246   154  
(skipped this question)   317   184  

Rating your most recent interaction with the Enrollment Services specialist:

Attribute 2008 Mean 2008 Resp. 2009 Mean 2009 Resp. * Mean Change
Courtesy of the specialist assisting you 4.14 36 4.03 32 -0.11
Knowledge of the staff person (Were they well informed?) 4.06 35 4.00 30 -0.06
Helpfulness of the specialist 4.06 34 3.87 31 -0.19
Amount of wait time to see/speak to specialist 3.89 35 3.80 30 -0.09
Overall satisfaction with the specialist interaction 4.11 35 4.00 31 -0.11
Total Respondents   38   32  
(skipped this question)   525   306