1. Office of International Services Anne Kaufman, Business Manager Ben Logan, OIS Intern, PASA Student Introduction to Qualtrics: Measuring Customer Service Satisfaction in the Office of International Services (OIS)

2. Office of International Services Learning Objectives Participants will learn: –How OIS measures customer service satisfaction –Useful tips when using Qualtrics –To distribute surveys and analyze results

3. Office of International Services Why OIS Conducted a Survey Commitment to providing exceptional service Improving upon existing services provided OIS’ success based on positive relationship with students Use student feedback to establish accountability for staff member’s performance

4. Office of International Services Methodology First survey conducted since 2002 International Student Focus Group: –Keep survey short, simple, and concise –Use simple language for non-native English speakers –Keep focus narrow Reviewed by Assessment Committee members Will repeat survey each semester

5. Office of International Services Qualtrics Basics Available to all USC Student Affairs staff Online survey and analysis Also useful for applications, votes, etc.

6. Office of International Services Distribution Methods Anonymous responses Emailed selected students Available on OIS Website Announced in Weekly Listserv Advertised in International Connection Magazine Participation Incentives: 3 $25 Gift Cards

7. Office of International Services Creating an Account Go to the USC Qualtrics website: www.qualtrics.com/academic-solutions/usc

8. Office of International Services Questions/Comments: Contact: –Anne Kaufman (213) 740-5272 annekauf@usc.edu –Ben Logan (213) 740-2666 loganb@usc.edu