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

Topics ΔThe Survey Instrument ΔAdministration of the Survey ΔResponses ΔFindings ΔNext Steps ΔResources

The Leichert Scale (1 – 7) ΔImportance / Satisfaction Δ1 = Not At All Δ2 = Not Very Δ3 = Somewhat Not Δ4 = Don’t Know / Neutral Δ5 = Somewhat Δ6 = Important / Satisfied Δ7 = Very

The Survey Instrument ΔTwo Year Community College Form A ΔFocused on 12 Areas of Emphasis including ΔStudent Services ΔInstruction ΔCampus Environment

Administration of the Survey ΔSurvey ran from Feb. 15 th to Mar. 14 th Δ invitation sent to each student with a MyCR account ΔSecondary sent to any personal addresses provided ΔTwo reminders sent to non- responding students

Responses Δ831 Students Responded Δ11% Response Rate ΔNoel-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 Questions 80 Questions Top 40 Prioritize by Average Importance Most Important to Least Important Rank by Average Satisfaction Highest Satisfaction to Low Satisfaction Bottom 25% ImportanceSatisfaction In a nut shell… Top 25%

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

In a nut shell… GAP Score =ImportanceSatisfaction- GoodNot as good Median GAP Score =.79

CR vs. National Satisfaction

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

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

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

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

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

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

Identified Challenges 40My academic advisor is knowledgeable about the transfer requirements of other schools. 42The equipment in the lab facilities is kept up to date. 52This school does whatever it can to help me reach my educational goals. 65Students are notified early in the term if they are doing poorly in a class. 69There is a good variety of courses provided on this campus. 77Courses are offered at the locations that best fit my needs. 79Classrooms 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 ΔAnnually or Bi-annually ΔInform of changes implemented ΔIdentify areas that have seen improvement ΔIdentify areas that have not seen improvement

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

Resources: Survey Questions

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

Eureka vs. Overall

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

Survey Results can be found at… ΔEnrollment Management Page ΔIR Survey Page

For more information ΔZachary DeLoach ΔAD106A ΔX4268