Understanding and Applying the Noel-Levitz Student Satisfaction Survey Department of Institutional Research

Topics The Survey Instrument Administration of the Survey Responses Findings Next Steps Resources

The Leichert Scale (1 – 7) Importance / Satisfaction 1 = Not At All 2 = Not Very 3 = Somewhat Not 4 = Don’t Know / Neutral 5 = Somewhat 6 = Important / Satisfied 7 = Very

The Survey Instrument Two Year Community College Form A Focused on 12 Areas of Emphasis including Student Services Instruction Campus Environment

Administration of the Survey Survey ran from Feb. 15th to Mar. 14th Email invitation sent to each student with a MyCR account Secondary email sent to any personal email addresses provided Two email reminders sent to non-responding students

Responses 831 Students Responded 11% Response Rate Noel-Levitz expects a 10-20% Response Rate

Respondent Summary: Location/Load

Comparison to CR Population: Location/Load

Respondent Summary: Gender/Ethnicity

Comparison to CR Population: Gender/Ethnicity

80 80 Top 40 In a nut shell… Questions Questions Importance Satisfaction Prioritize by Average Importance Rank by Average Satisfaction 80 Questions Top 40 80 Questions Top 25% Most Important to Least Important Highest Satisfaction to Low Satisfaction Bottom 25%

Top 40 In a nut shell… Importance Satisfaction Top 25% + = Strength Bottom 25% + = Challenge

In a nut shell… GAP Score Not as good Good = Importance - Satisfaction Median GAP Score = .79

CR vs. National Satisfaction

Higher than National Average 3 The quality of instruction in the vocational/technical programs is excellent. 5 The personnel involved in registration are helpful. 6 My academic advisor is approachable. 7 Adequate financial aid is available for most students. 12 My academic advisor helps me set goals to work toward. 18 The quality of instruction I receive in most of my classes is excellent. 20 Financial aid counselors are helpful. 28 It is an enjoyable experience to be a student on this campus. 29 Faculty are fair and unbiased in their treatment of individual students. 31 The campus is safe and secure for all students.

Higher than National Average 36 Students are made to feel welcome on this campus. 40 My academic advisor is knowledgeable about the transfer requirements of other schools. 41 Admissions staff are knowledgeable. 43 Class change (drop/add) policies are reasonable. 48 Counseling staff care about students as individuals. 58 Nearly all of the faculty are knowledgeable in their fields. 61 Faculty are usually available after class and during office hours. 63 I seldom get the "run-around" when seeking information on this campus. 66 Program requirements are clear and reasonable. 70 I am able to experience intellectual growth here.

Lower than National Average 8 Classes are scheduled at times that are convenient for me. 32 My academic advisor is knowledgeable about my program requirements. 34 Computer labs are adequate and accessible. 42 The equipment in the lab facilities is kept up to date. 65 Students are notified early in the term if they are doing poorly in a class 69 There is a good variety of courses provided on this campus.

Identified Strengths 14 Library resources and services are adequate. 18 The quality of instruction I receive in most of my classes is excellent. 28 It is an enjoyable experience to be a student on this campus. 31 The campus is safe and secure for all students. 36 Students are made to feel welcome on this campus. 41 Admissions staff are knowledgeable. 43 Class change (drop/add) policies are reasonable.

Identified Strengths 58 Nearly all of the faculty are knowledgeable in their fields. 61 Faculty are usually available after class and during office hours. 70 I am able to experience intellectual growth here. 71 The effort required of my courses is what I expected. 73 I am able to effectively manage my study time and complete assignments on time. 80 I attend CR in order to complete a 2-year degree, transfer to a 4-year institution, or achieve a certificate

Identified Challenges 7 Adequate financial aid is available for most students. 8 Classes are scheduled at times that are convenient for me. 12 My academic advisor helps me set goals to work toward. 13 Financial aid awards are announced to students in time to be helpful in college planning. 20 Financial aid counselors are helpful. 32 My academic advisor is knowledgeable about my program requirements. 34 Computer labs are adequate and accessible.

Identified Challenges 40 My academic advisor is knowledgeable about the transfer requirements of other schools. 42 The equipment in the lab facilities is kept up to date. 52 This school does whatever it can to help me reach my educational goals. 65 Students are notified early in the term if they are doing poorly in a class. 69 There is a good variety of courses provided on this campus. 77 Courses are offered at the locations that best fit my needs. 79 Classrooms and classroom equipment are kept up-to-date and in good repair.

Overall Satisfaction

Next Steps (recommended by Noel-Levitz) Identify an Action Team Review Data by Target Groups Demographic Variables Focus Groups? Qualitative Data Address Specific Items/Areas Involve more Students and Campus Personnel

Response Plan - Strengths Share the Results Use with recruiting materials Incorporate Results in Public Relations Plans Use departments doing well as models

Response Plan - Weaknesses Identify no more than 3-5 for any given academic year Next steps and timelines Areas that can be fixed with appropriate information Short-term/quick response items Long-term strategic plan

Survey Again Annually or Bi-annually Inform of changes implemented Identify areas that have seen improvement Identify areas that have not seen improvement

Resources: Charts Importance Scores in Background FT / PT Satisfaction Scores in Foreground Location

Resources: Survey Questions

Resources: Auto Filter Top 40 Spreadsheet Allows User to Filter by Any Factor Shows Differences from Average Satisfaction

FT @ Eureka vs. Overall

Communicating the Data: Student Services Mtg. 6/11/10

Survey Results can be found at… Enrollment Management Page IR Survey Page

For more information Zachary DeLoach AD106A X4268 Zachary-DeLoach@redwoods.edu