1. WASHINGTON STATE BOARD FOR COMMUNITY AND TECHNICAL COLLEGES STUDENT LISTENING WEB SURVEY

2. Project Objective For the purpose of better understanding students’ satisfaction with Washington State’s community and technical colleges and To establish a benchmark for student opinions of and experiences with the community and technical colleges of Washington State

3. I.Student Satisfaction II.Attendance and Ambition III.College Choice IV.Tuition and Financial Aid V.Technology VI.Campus Climate Areas of Investigation

4. Methodology Web Survey Live between October 23 and December 17, 2007 Survey sample provided by the State Board for Community and Technical Colleges 209,723 total contacts; 186,415 email invitations and 23,308 postcards 3,419 completed interviews; +/- 1.67% margin of error Ten geographic regions Statewide quotas established by gender, age, and ethnicity

5. Geographic Distribution RegionCommunity & Technical Colleges/Districts Student Population Sample Size Margin of Error Region 1Seattle54,0494494.61 Region 2Cascadia, Edmonds, Shoreline35,3783415.28 Region 3Bellevue, Lake Washington41,6364014.87 Region 4Green River, Highline, Renton56,4884014.87 Region 5Bellingham, Everett, Skagit Valley, Whatcom49,1103775.03 Region 6Pierce, Tacoma, Bates, Clover Park74,5874304.71 Region 7 Grays Harbor, Olympic, Peninsula, South Puget Sound 43,5082845.80 Region 8Centralia, Clark, Lower Columbia40,6722516.17 Region 9 Big Bend, Columbia Basin, Walla Walla, Wenatchee Valley, Yakima Valley 45,1392196.60 Region 10Spokane39,7462665.99

6. Participant Profile Student Characteristics Survey Respondents (N=3419) All WA State Comm. & Tech. College Students Currently Enrolled Successful Completers Other Former Attendees 59% 24% 17% ~~~~ Enrollment Status Full-Time (> 12 credits) Part-Time/Not for Credit (<12 credits) 46% 54% 37% 63% Educational Goals Academic Transfer Associates Degree Job Skills Training Basic Skills Goal 47% 19% 17% 2% Enrollment 65% ~ 21% 13% 40% ~ 46% 12% Gender Male Female 39% 61% 42% 58% Age Under 20 20-24 25-29 30-34 35 and older 15% 27% 17% 12% 29% 20% 26% 14% 10% 30% Ethnicity White/Caucasian People of Color 75% 25% 67% 33% Students with Disabilities6%*4.5% *Use services for students with disabilities sometimes/often

7. Student Satisfaction

8. Q9. Please rate your overall experience with (college currently attending/most recently attended) using a scale of 1 to 10, with 1 being Poor and 10 being Excellent. Total (N=3419) Currently Enrolled and Successful Completers (n=2827) Others not attending (n=592) (10) Excellent19%20%18% (7-9) Good67%68%62% (5-6) Neutral10%9%12% (1-4) Fair/Poor3% 8% Average experience8.038.117.65 Overall Satisfaction According to the most recent Community College Survey of Student Engagement data, 30% of students nation-wide consider their entire educational experience Excellent, 56% consider it Good, 14% say Fair or Poor. Consistent experiences statewide; few significant differences exist between regions. “Engaged students”, those attending full-time and utilizing student services are significantly more satisfied than others.

9. Q27. Using a scale of 1 to 10, how likely are you to recommend (college currently attending/most recently attended) to an associate, family member, friend or other acquaintance? (N=3419) Promoter (9-10)54% Neutral (7-8)33% Detractor (1-6)13% (10) Very Likely39% (7-9) Likely48% (5-6) Neutral7% (2-4) Unlikely4% (1) Not at all Likely2% Average confidence8.27 Net Promoter * According to the most recent Community College Survey of Student Engagement data, 94% of students nation-wide say they would recommend their college to a friend or family member. Loyalty is consistent statewide; few significant differences exist between regions. Age and ethnicity appear to drive loyalty. “Engaged students”, those attending full-time and utilizing student support services, are stronger advocates. * The Net Promoter Score is a management tool developed by Fred Reichheld to gauge the loyalty of customer relations. While many companies have adopted the method, it has not been unanimously hailed as the single most reliable indicator. However, it can serve as a strong indicator of student loyalty. The Net Promoter moves the focus away from short-term impact and toward the long- term value of student relationships.

10. Attendance and Ambitions

11. Q1. Did you begin college at (college currently attending/most recently attended)? Currently Enrolled (n=2024) Successful Completers (n=803) Former Attendees (n=1395) Yes61%47%44% No39%53%56% “Engaged students” are most likely to have begun their education at community/technical college. Those students who are under 25 years old, attending full-time, with academic ambitions. They are reliant upon student support services, financial aid, and are involved in extracurricular activities. Regionally, Seattle and Eastside residents are least likely to have started their education at their community/technical college.

12. Q3. What was the primary reason you had to take a break from attending (college currently attending/most recently attended)? Currently Enrolled (n=463) Successful Completers (n=803) Others Formerly Enrolled (n=592) Transfer to 4-year college or university 5%54% Completed the degree/certificate program 5%46% Working/change in employment22%30% Lack of finances17%19% Change in family status12%8% I wasn’t ready for school11%4% Healthcare concerns9%5% Caring for dependents7%6% One time class/personal enrichment2%7% Dissatisfied with the experience2%6% Q2. Have you ever had to take a break from attending (college currently attending)? (n=1240) Yes37% No63% Women and students between the ages of 25 and 34 are significantly more likely than their peers to have to take a break from attending. The “engaged student” is significantly less likely to have taken a break in their studies Full-time, academic transfer students are among the least likely to have to take a break in their studies. Also unlikely to have to interrupt their studies are financially dependent students. Most students not currently enrolled have successfully met their educational goals. Those currently enrolled who have had to take a break have most likely done so because of a change in circumstance. Regionally, reasons for taking a break differ slightly. Reasons for taking a break from attending college appear to differ by age and ethnicity. Among current students, those who personally contribute to the cost of their education in combination with financial assistance are most affected by a lack of finances.

13. Q5. What influenced your decision to return to college at (college currently attending)? (n=1174) Career change/update job skills/job related training18% Specific program/field of study (non-nursing)15% Location/Proximity to home15% To finish/complete my degree9% Change in life circumstances9% Cost/affordability/financial aid/tuition assistance8% Quality of instruction/teachers/reputation of the school or program7% To transfer to a 4-year college or university6% Nursing program6% To obtain a degree5% Regionally, students are motivated to return to college for different reasons: Seattle, North King, and Eastside students are most often influenced by a specific program and more often influenced by the quality of instruction and reputation of the school than others statewide South King County students are most often influenced by location NW Washington students are most likely to return to school to update job skills Spokane students are significantly more influence by cost and the availability of tuition assistance than others and least influenced by location Students ages 25 and older are most influenced by a change in career and ambitions towards a specific field of study, significantly more so than their younger counterparts. Students aspiring towards academic transfer are most likely to shop for location, affordability, and quality of instruction or reputation of the school/program, while degree-track and job skills students are looking for the availability of a specific program.

14. Q25. Are you concerned that any of the following changes in circumstance might affect your ability to achieve your primary educational goal at (college currently attending/most recently attended)? (n=2024) CCSSE Somewhat/Likely/ Very Likely None/I do not anticipate having to take a break49%~ Lack of finances35%67% Working/change in employment23%59% Caring for dependents8%51% Feeling unsupported8%~ Change in family status8%~ Healthcare concerns7%~ Access to adequate transportation6%~ Under-prepared academically5%42% Significantly, students between the ages of 25 and 34 are more concerned about an interruption in their studies than other students; these students are most concerned about a potential lack of finances, a change of employment, and caring for dependents. Students who have taken a break before are significantly more likely to have concerns about their ability to meet their educational goals. 55% of academic transfer students are concerned about an interruption in their studies; they are most concerned by finances. 53% of service dependent students are concerned with circumstances affecting their educational ambitions, compared to only 39% of independent students; students who utilize support services are significantly more concerned with finances

15. College Choice

16. Q13. What one reason most influenced your decision to go to (college currently attending/most recently attended) rather than another institution? Q14. What other reasons influenced your decision to go to (college currently attending/most recently attended)? Overall (N=3419) Primary Reason (N=3419) Other Reason (N=3419) Location/proximity/close to home or work 66% 35%30% Cost/affordability 42% 6%36% To transfer to a 4-year college or university 38% 8%30% Specific field of study/program offered 33% 15%18% Flexible scheduling/convenient class times 30%4% 26% To obtain a 2-year Associates degree 29%4% 25% Quality of education 23%3% 20% Reputation of the school20%4%17% Availability of online or hybrid classes 17% 5%13% Location is most influential in remote, rural regions of the state. Cost/affordability does not vary by sources contributing to education costs as a primary reason for college choice; as a secondary factor of influence, students relying on personal income/savings are significantly more likely to consider the cost than those relying on other sources. Quality of education and the reputation of the school play a more significant role in the North King County and Eastside regions. “Engaged students” are significantly influenced by location and academic transfer, while independent, non-academic students are significantly influenced by the availability of a specific field of study.

17. Location as Influencing College Choice by region Location as Influencing College Choice by region

18. Cost/Affordability as Influencing College Choice by source for educational costs Cost/Affordability as Influencing College Choice by source for educational costs

19. Reputation as Influencing College Choice by region Reputation as Influencing College Choice by region

20. Q15b. And how did you choose (college currently attending/most recently attended) for that field of study? (n=1028) Quality of instruction/teachers/reputation of school or program34% Location/Proximity to home24% Availability of classes/program16% Only school in my area that offers my field of study10% Cost/Affordability8% Able to transfer to another school5% Day and time classes offered5% Q15a. You mentioned that you chose (college currently attending/most recently attended) because of a specific field of study or program. What was the field of study? (n=1083) Nursing16% Computer Science/Programming/IT/Web Design/Software Engineering9%

21. Q16 Was your current/most recent college your first choice? Q18b. What influenced your decision to attend (college currently attending/most recently attended) over that institution? (n=486) Location/Proximity to home35% Cost/Affordability21% Availability of classes/program19% Entrance requirements/not accepted at other school/not accepted as fast9% Day and time classes offered8% Quality of instruction/teachers/reputation of school or program7% Classes offered online/distance learning5% 90% of Promoters say their community/technical college was their first choice, compared to 83% of Neutrals and 68% of Detractors. Geography impacts the influence of location. Service dependent students are significantly more concerned with location and affordability, while independent students are influenced by flexibility, including the availability of classes, the day and time classes are offered, and access to online learning.

22. Tuition and Financial Aid

23. Q23. Which of the following sources contribute to your education costs at (college currently attending/ most recently attended)? (N=3419) CCSSEE Minor/Major Source Personal income or savings 58%68% Financial aid and Scholarships Financial Aid 32% Scholarships 11% 44% Family contributions 29%47% Student loans (bank, etc.) 18%27% Employer contributions 13%16% Other public agency funds 8%12% Financial sources significantly differ geographically. Current students and successful completers are less reliant upon personal income/savings than other former students. Age also affects how students pay for their education; younger students are more reliant upon tuition assistance. Full-time, academic, and service dependent students are also significantly more reliant upon sources other than personal income. Among current students, a majority of service dependent students rely solely on sources other than personal income/savings.

24. Financial Sources by region Financial Sources by region

25. Q19-21. Using a five-point scale, with 1 being Not at all Important and 5 being Very Important, to what degree did each of the following influence your decisions about college before enrolling? Tuition costs Availability of financial aid Availability of scholarships (n=3223)(n=3174)(n=3111) Important (4-5)56%44%25% Neutral (3)16%10%14% Unimportant (1-2)28%46%61% Average (mean) rating3.482.932.31

26. Q22. When considering education costs before enrolling in college, which of the following expenses did you consider in addition to tuition? (N=3419)

27. Q24. Using a five-point scale, how adequate is financial aid when it comes to covering the costs of your education at (college currently attending/most recently attended)? Percentage (N=3419) Adequate (4-5) 40 Neutral (3) 25 Inadequate (1-2) 35 Average3.04 Service dependent, full-time, and academic minded students are significantly more concerned with tuition costs and the availability of tuition assistance than their counterparts. In complement, these same students are most satisfied with the adequacy of financial aid. Regionally, Seattle, North King County, and Eastside students are least satisfied with financial aid. Nearly half of Promoters consider financial aid Adequate, compared to only 21% of Detractors. Students who rely solely on sources of income other than their own are significantly more satisfied with financial aid. 53% say it is Adequate, compared to only 16% who rely solely on personal income/savings and 38% who pay for their education costs with both personal income and other sources.

28. Technology

29. Q35. When registering for classes, do you prefer to do so…? (N=3419)

30. Q40. How would you most prefer to learn? (N=3419)

31. Q37. Is that with the college you are currently attending/most recently attended? (n=924) Q36. Are you currently enrolled in online learning? (N=3419) Enrollment in online learning differs regionally. Online enrollment also varies by educational goal and course load. Students who have not taken a break in their studies are more likely to be taking online courses than those who have had an interruption. Interestingly, students with children in the home are significantly more likely to be enrolled in online learning. 99% of students currently enrolled in online learning who have not interrupted their studies are taking their web-based classes with the college they are currently attending or most recently attended. Students enrolled in online learning are more loyal to their current/most recent institution based upon their dependency on student services.

32. Interest in Tech Support Services

35. Campus Climate

36. Q26. How would you describe the campus climate at the college you are currently attending/most recently attended? Average (Mean) Rating (n=varies) Yes/Very (n=varies) No/Not At All (n=varies) Accepted for who you are4.3585%4% Feel safe and secure on campus4.3084%5% Treated with dignity4.2482%4% Feel respected4.1679%6% Made to feel welcome4.1277%6% Feel encouraged4.0272%9% Feel supported3.9871%9% Feel challenged academically3.9171%12% Feel cared for3.8967%11% Able to express student concerns or complaints3.8867%12% Kept informed3.8165%12% Feel a sense of belonging3.7964%15% Satisfaction with the campus climate varies by current enrollment status, whether students have taken a break in their studies, age, and dependency on student services.

37. Campus Climate by Dependency on Support Services (1 to 5 scale; with 1 being Not at all and 5 being Very) Campus Climate by Dependency on Support Services (1 to 5 scale; with 1 being Not at all and 5 being Very)

38. Campus Climate by Net Promoter status Campus Climate by Net Promoter status

39. Student Services

40. Q28. On average, how often do you utilize each of the following services at the college you attend/most recently attended? “Often/ Sometimes” (N=3419) “Rarely/Never” (N=3419) Library services57%42% Computer labs56%44% Academic advising/planning50%49% Financial aid advising29%70% Skills labs (writing, math, etc.)25%74% Tutoring21%78% Career counseling19%80% Personal counseling services13%86% Job placement services9%90% Multicultural student services8%91% Services to students with disabilities6%93% Childcare3%94% Usage of student support services varies by current enrollment status, whether students have taken a break in their studies, educational goal, and course load.

41. Use of Support Services by whether student has had to interrupt their studies Use of Support Services by whether student has had to interrupt their studies

42. Use of Support Services by course load Use of Support Services by course load

43. Satisfaction with Support Services Personnel

44. Satisfaction with most used Support Services

45. Satisfaction with least used Support Services

46. Extracurricular Activities

47. Q31. What is your involvement in the following extracurricular activities at the college you currently attend/most recently attended? “Participate in or attend” (N=3419) Clubs and organizations15% Artist and lecture series14% Performing arts10% Phi Theta Kappa10% Visual arts9% Social activities9% Athletics5% Student government5% Student newspaper5% Q30. What role do extracurricular activities play in your educational experience? Students under age 25 are most involved and value extracurricular activities. Students involved in extracurricular activities are significantly less likely to have taken a break in their studies. Full-time, academic transfer, and dependent students are the most participatory.

48. Conclusions