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

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

3. 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

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

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

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

7. Respondent Summary: Location/Load

8. Comparison to CR Population: Location/Load

9. Respondent Summary: Gender/Ethnicity

10. Comparison to CR Population: Gender/Ethnicity

11. 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%

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

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

14. CR vs. National Satisfaction

15. Higher than National Average3
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.

16. Higher than National Average36
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.

17. Lower than National Average8
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.

18. 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.

19. 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

20. Identified Challenges7
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.

21. Identified Challenges40
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.

22. Overall Satisfaction

23. 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

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

25. 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

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

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

28. Resources: Survey Questions

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

30. Eureka vs. Overall

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

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

33. For more information Zachary DeLoach AD106A X4268