Central Connecticut State University Student Satisfaction Inventory Executive Summary Victoria J. LaFore March 8, 2007

Central ConnecticutState University

Student Satisfaction Inventory

Executive Summary

Victoria J. LaFore

March 8, 2007

Why are we here today?

Who we are

• A firm specializing in higher education marketing, student recruitment, student retention, financial aid services, market research, Web and e-communications, student recruitment publications, and professional development for enrollment managers

• Employ 93 full-time consultants, analysts, support staff, and enrollment management specialists, plus over 60 part-time associates who are currently among the best enrollment management practitioners at colleges and universities nationally

• Offices are currently in Iowa City, Iowa; Littleton, Colorado; and Braintree, Massachusetts

Who we are

• Have partnered with over 1,700 colleges and universities – public and private, two-year, four-year, and graduate/ professional, in all 50 states, all Canadian provinces, and six countries abroad

• Over 300 institutions draw upon our consulting services annually

• More than 700 institutions use our retention products and services annually to reduce student attrition

Goals of consultation

• Review CCSU’s SSI results

• Compare results to relevant benchmark data

• Brainstorm on possible intervention strategies

• Keep campus motivated toward continuous improvement

Why measure student satisfaction?

Satisfaction begets success

Research shows:• Schools with higher

satisfaction enjoy: – Higher graduation rates

– Lower loan default rates

– Higher alumni giving rates

• The results suggest that satisfaction is an integral part of success

30

35

40

45

50

55

1 2 3 4 5

Satisfaction Quintile

Graduation Rates by Satisfaction

Categories

• Academic Advising• Campus Climate• Academic Services• Campus Support Services• Concern for the Individual• Instructional Effectiveness• Recruitment and Financial Aid

• Registration Effectiveness• Responsiveness to Diverse

Populations• Safety and Security• Student Centeredness• Service Excellence

Additional campus-defined questions

• It is an enjoyable experience to be a student on this campus.

• I feel a sense of pride about my campus.

• Channels for expressing student complaints are readily available.

• The intercollegiate athletic programs contribute to a strong sense of school spirit.

• A variety of intramural recreational activities are offered.

• I can easily get involved in campus organizations.

• New student orientation services help students adjust to college.

• The student handbook provides helpful information about campus life.

• Counseling staff care about students as individuals.

• The personnel involved in registration are helpful.

Student Satisfaction Inventory™: What students tell us

• Importance scores– How important is it that this expectation is met?

• Satisfaction scores– How satisfied are you that this expectation is being met on this

campus?

• Performance gap scores– The discrepancy between the expectation (importance score)

and the reality (satisfaction score)

Matrix for prioritizing actionVery

Important

VerySatisfied

VeryUnimportant

VeryDissatisfied

Copyright 2004 Noel-Levitz

Definitions

• Strength: – Above the mid-point in importance and in the upper quartile of

satisfaction

• Challenge: – Above the mid-point in importance and in the lower quartile of

satisfaction and/or the upper quartile of performance gaps

Matrix for Prioritizing ActionVery

Important

VerySatisfied

VeryUnimportant

VeryDissatisfied

Copyright 1994, 1995 USA Group Noel-Levitz

Comparisons available

• 4-year public institutions nationally

• Peer comparison group defined by CCSU– Primarily Northeast state colleges

• CCSU SSI administration in 2004

Demographics of respondents

What are the CCSU results?

CCSU 2006 strengths

• My academic advisor is knowledgeable about requirements in my major.

• The content of the courses within my major is valuable.

• The quality of instruction I receive in most of my classes is excellent.

• Faculty are fair and unbiased in their treatment of individual students.

• The campus is safe and secure for all students.

• Faculty are usually available to students outside of class (during office hours, by phone or by e-mail).

CCSU 2006 strengths

• This campus provides online access to services I need.

• Campus item 1

• Students are made to feel welcome here.

• Parking lots are well-lighted and secure.

• On the whole, the campus is well-maintained.

CCSU 2006 challenges

• I am able to register for classes I need with few conflicts.

• There are sufficient courses within my program of study available each term.

• Tuition paid is a worthwhile investment.

• Registration processes and procedures are convenient.

• I receive the help I need to apply my academic major to my career goals.

• Living conditions in the residence halls are comfortable.


• I seldom get the "run-around" when seeking information on this campus.

• The amount of student parking space on campus is adequate.

• Campus item 10

• My academic advisor helps me set goals to work toward.

• Financial aid awards are announced in time to be helpful in college planning.

CCSU 2006 – top choice?

N %

1st choice 1073 54.19%

2nd choice 616 31.11%

3rd choice or lower 291 14.70%

Total 1980 100.00%

No Answer 28

Institutional choice by institution type

Four-year private

Four-year public

Two-year public

Career/private

1st choice 64% 63% 69% 64%

2nd choice 25% 25% 22% 28%

3rd choice or lower

11% 12% 9% 8%

CCSU 2006 – transferred in?

N %

Yes transferred here 604 30.57%

No did not transfer here 1372 69.43%

Total 1976 100.00%

No Answer 32

CCSU 2006 – plans to transfer?

N %

Yes I plan to transfer 278 14.08%

No I do not plan to transfer

1696 85.92%

Total 1974 100.00%

No Answer 34

CCSU 2006 – student involvement?

N %

No organization memberships

1064 53.68%

One or two organization memberships

781 39.40%

Three or four organization memberships

119 6.00%

Five or more organization memberships

18 0.91%

Total 1982 100.00%

No Answer 26

How does CCSU compare?

Higher satisfaction than national group





• Security staff respond quickly to calls for assistance.



• Billing policies are reasonable.

Lower satisfaction than national group• I am able to register for classes I need with few conflicts.• My academic advisor is knowledgeable about requirements

in my major.• The quality of instruction I receive in most of my classes is

excellent.• I seldom get the "run-around" when seeking information on

this campus.• My academic advisor helps me set goals to work toward.• Students are made to feel welcome here.• I am able to take care of college-related business at times

that are convenient for me.• The campus staff are caring and helpful.

Higher importance than national group• Faculty provide timely feedback about my academic

progress.





• I am able to take care of college-related business at times that are convenient for me.


CCSU 2006 – employment?N %

Full-time off campus 320 16.25%

Part-time off campus 876 44.49%

Full-time on campus 128 6.50%

Part-time on campus 233 11.83%

Not employed 412 20.92%

Total 1969 100.00%

No Answer 39

CCSU 2006 – class load?

N %

Full-time 1842 93.22%

Part-time 134 6.78%

Total 1976 100.00%

No Answer 32

CCSU 2006 – tuition source?

N %

Scholarships 136 6.86%

Financial aid 684 34.49%

Family contributions 734 37.01%

Self support 327 16.49%

Other tuition source 102 5.14%

Total 1983 100.00%

No Answer 25

CCSU 2006 – meeting expectations?

Central Connecticut State University - 11/2006 Student Satisfaction Inventory

Form B

Institutional SummaryCentral Connecticut State

UniversitySSI 4-Year Public Form

B

Summary Import Satis / SD Gap Import Satis / SD Gap

Mean Difference

So far, how has your college experience met your expectations?

4.38 / 1.21 4.45 / 1.26 -0.07 *

Rate your overall satisfaction with your experience here thus far.

5.10 / 1.41 5.17 / 1.43 -0.07 *

All in all, if you had to do it over, would you enroll here again?

5.18 / 1.74 5.24 / 1.76 -0.06

Higher satisfaction than peer group

• I am able to register for classes I need with few conflicts.• Faculty are fair and unbiased in their treatment of individual

students.• The campus is safe and secure for all students.• Living conditions in the residence halls are comfortable.• The amount of student parking space on campus is

adequate.• Security staff respond quickly to calls for assistance.• Parking lots are well-lighted and secure.• On the whole, the campus is well-maintained.• Billing policies are reasonable.

Lower satisfaction than peer group• My academic advisor is knowledgeable about requirements

in my major.

• Faculty provide timely feedback about my academic progress.


Higher importance than peer group• I seldom get the "run-around" when seeking information on

this campus.


• I am able to take care of college-related business at times that are convenient for me.



Higher importance than peer group• I am able to register for classes I need with few conflicts.

• The quality of instruction I receive in most of my classes is excellent.



• Faculty provide timely feedback about my academic progress.


CCSU 2006 – meeting expectations?

Central Connecticut State University - 11/2006 Student Satisfaction Inventory

Form B

Institutional Summary

Central Connecticut State University

Central CT State Requested Group

Summary Import Satis / SD Gap Import Satis / SD Gap Mean Difference

So far, how has your college experience met your expectations?

4.38 / 1.21 4.40 / 1.30 -0.02

Rate your overall satisfaction with your experience here thus far.

5.10 / 1.41 5.00 / 1.50 0.10 *

All in all, if you had to do it over, would you enroll here again?

5.18 / 1.74 4.96 / 1.84 0.22 ***

CCSU 2004 strengths

• The content of the courses within my major is valuable.

• My academic advisor is knowledgeable about requirements in my major.


• Faculty are usually available to students outside of class (during office hours, by phone or by e-mail).

• This campus provides online access to services I need.

CCSU 2004 strengths

• Campus item 1




• Students are free to express their ideas on this campus.


• I am able to register for classes I need with few conflicts.

• There are sufficient courses within my program of study available each term.


• Registration processes and procedures are convenient.





• Campus item 10


• Financial aid awards are announced in time to be helpful in college planning.

Where do we go from here?

Next steps

• Executive Committee discussion

• Student Affairs Leadership Team brainstorming

• Implement new initiatives

• Readminister survey

• Repeat cycle

Questions/discussion

Documents

Central Connecticut State University Student Satisfaction Inventory Executive Summary Victoria J. LaFore March 8, 2007