Understanding and Applying the Noel-Levitz Student Satisfaction Survey

Understanding and Applying Understanding and Applying the Noel-Levitz Student the Noel-Levitz Student Satisfaction SurveySatisfaction Survey

Department of Institutional ResearchDepartment of Institutional Research

TopicsTopics

Δ The Survey InstrumentThe Survey Instrument

Δ Administration of the SurveyAdministration of the Survey

Δ ResponsesResponses

Δ FindingsFindings

Δ Next StepsNext Steps

Δ ResourcesResources

The Leichert Scale (1 – 7)The Leichert Scale (1 – 7)

Δ Importance / SatisfactionImportance / SatisfactionΔ 1 = Not At All1 = Not At AllΔ 2 = Not Very 2 = Not Very Δ 3 = Somewhat Not3 = Somewhat NotΔ 4 = Don’t Know / Neutral4 = Don’t Know / NeutralΔ 5 = Somewhat 5 = Somewhat Δ 6 = Important / Satisfied6 = Important / SatisfiedΔ 7 = Very7 = Very

The Survey InstrumentThe Survey Instrument

Δ Two Year Community College Form ATwo Year Community College Form A

Δ Focused on 12 Areas of Emphasis Focused on 12 Areas of Emphasis includingincludingΔ Student ServicesStudent ServicesΔ InstructionInstructionΔ Campus EnvironmentCampus Environment

Administration of the SurveyAdministration of the Survey

Δ Survey ran from Feb. 15Survey ran from Feb. 15thth to Mar. 14 to Mar. 14thth

Δ Email invitation sent to each student with Email invitation sent to each student with a MyCR accounta MyCR account

Δ Secondary email sent to any personal Secondary email sent to any personal email addresses providedemail addresses provided

Δ Two email reminders sent to non-Two email reminders sent to non-responding studentsresponding students

ResponsesResponses

Δ 831 Students Responded831 Students Responded

Δ 11% Response Rate11% Response Rate

Δ Noel-Levitz expects a 10-20% Response Noel-Levitz expects a 10-20% Response RateRate

Respondent SummaryRespondent Summary

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101 Corridor Del Norte Klamath-Trinity Mendocino Online

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80Questions

80Questions

Top 40

Prioritizeby AverageImportance

Most Important to Least Important

Rankby AverageSatisfaction

Highest Satisfaction to Lowe Satisfaction

Bottom 25%

Importance Satisfaction

In a nut shell…In a nut shell…

Top 25%


Top 40Top 25%

Bottom 25%

Strength

Challenge

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Importance Satisfaction


GAP Score = Importance Satisfaction-GoodNot as good

Median GAP Score = .79

CR vs. National SatisfactionCR vs. National SatisfactionSatisfaction Levels: CR vs. Nation

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Higher than National AverageHigher than National Average

3 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.

Higher than National AverageHigher than National Average

36 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.

Lower than National AverageLower than National Average

8 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.

Identified StrengthsIdentified 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.

Identified StrengthsIdentified 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

Identified ChallengesIdentified Challenges

7 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.

Identified ChallengesIdentified Challenges

40 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.

Overall SatisfactionOverall Satisfaction

College Experience Met ExpectationsBetter Than Expected 53%

About the Same as Expected 36%

Worse Than Expected 7%

Overall SatisfactionSatisfied 81%

Neutral 7%

Dissatisfied 9%

Enroll at CR Again?Yes 85%

Don't Know 7%

No 5%

Next Steps (recommended by Next Steps (recommended by Noel-Levitz)Noel-Levitz)

§ Identify an Action TeamIdentify an Action Team§ Review Data by Target GroupsReview Data by Target Groups

§ Demographic VariablesDemographic Variables

§ Focus Groups?Focus Groups?§ Qualitative DataQualitative Data§ Address Specific Items/AreasAddress Specific Items/Areas§ Involve more Students and Campus Involve more Students and Campus

PersonnelPersonnel

Response Plan - StrengthsResponse Plan - Strengths

§ Share the ResultsShare the Results

§ Use with recruiting materialsUse with recruiting materials

§ Incorporate Results in Public Relations Incorporate Results in Public Relations PlansPlans

§ Use departments doing well as modelsUse departments doing well as models

Response Plan - WeaknessesResponse Plan - Weaknesses

§ Identify no more than 3-5 for any given Identify no more than 3-5 for any given academic yearacademic year

§ Next steps and timelinesNext steps and timelines

§ Areas that can be fixed with appropriate Areas that can be fixed with appropriate informationinformation

§ Short-term/quick response itemsShort-term/quick response items

§ Long-term strategic planLong-term strategic plan

Survey AgainSurvey Again

Δ Annually or Bi-annuallyAnnually or Bi-annually

Δ Inform of changes implementedInform of changes implemented

Δ Identify areas that have seen Identify areas that have seen improvementimprovement

Δ Identify areas that have not seen Identify areas that have not seen improvementimprovement

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101 Corridor Del Norte Klamath-Trinity Mendocino Online (blank)

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Average of 7 IMP

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101 Corridor Del Norte Klamath-Trinity Mendocino Online (blank)

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Resources: ChartsResources: Charts

Location

FT / PT

Importance Scores in Background

Satisfaction Scores in Foreground

Resources: Survey QuestionsResources: Survey Questions# Question Avg IMP IMP Rank Avg SAT SAT Rank GAP GAP Rank

1 IMP: Most students feel a sense of belonging here. 5.57 75 5.27 53 0.30 4

2 IMP: Faculty care about me as an individual. 6.16 60 5.51 29 0.65 213 IMP: The quality of instruction in the vocational/technical programs is excellent. 6.33 32 5.54 27 0.79 40

4 IMP: Security staff are helpful. 5.51 77 4.87 72 0.64 20

5 IMP: The personnel involved in registration are helpful. 6.37 24 5.63 22 0.74 326 IMP: My academic advisor is approachable. 6.42 16 5.57 25 0.85 44

7 IMP: Adequate financial aid is available for most students. 6.50 11 5.31 49 1.19 70

8 IMP: Classes are scheduled at times that are convenient for me. 6.53 7 5.20 59 1.33 76

9 IMP: Internships or practical experiences are provided in my degree/certificate program. 6.00 70 4.65 79 1.35 7810 IMP: Child care facilities are available on campus. 5.17 79 4.77 76 0.41 8

11 IMP: Security staff respond quickly in emergencies. 6.18 56 4.99 69 1.19 69

12 IMP: My academic advisor helps me set goals to work toward. 6.29 36 5.16 61 1.14 6413 IMP: Financial aid awards are announced to students in time to be helpful in college planning. 6.34 30 5.00 68 1.33 77

14 IMP: Library resources and services are adequate. 6.43 15 5.68 17 0.75 34

15 IMP: I am able to register for classes I need with few conflicts. 6.58 5 5.50 30 1.07 5916 IMP: The college shows concern for students as individuals. 6.22 47 5.14 62 1.08 6017 IMP: Personnel in the Veterans' Services program are helpful. 5.54 76 4.78 75 0.75 35

18 IMP: The quality of instruction I receive in most of my classes is excellent. 6.70 1 5.83 7 0.87 4819 IMP: This campus provides effective support services for displaced homemakers. 5.72 74 4.98 70 0.75 3320 IMP: Financial aid counselors are helpful. 6.39 21 5.26 54 1.13 63

Resources: Auto Filter Top 40 Resources: Auto Filter Top 40 SpreadsheetSpreadsheet

Δ Allows User to Filter by Any FactorAllows User to Filter by Any Factor

Δ Shows Differences from Average Shows Differences from Average SatisfactionSatisfaction

FT @ Eureka vs. OverallFT @ Eureka vs. Overall

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Cohort Avg

Total Average

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

Where was everybody at?

02468

10121416

Where are wegoing?

Between 1 & 2 I'm on my way Between 2 & 3 I'm there!

Where was everybody at?

02468

10121416

Where are wegoing?

Between 1 & 2 I'm on my way Between 2 & 3 I'm there!

Survey Results can be found at…Survey Results can be found at…

Δ Enrollment Management PageEnrollment Management Page

Δ IR Survey PageIR Survey Page

For more informationFor more information

Δ Zachary DeLoachZachary DeLoachΔ AD106AAD106AΔ X4268X4268Δ [email protected]@redwoods.edu

Documents

Understanding and Applying the Noel-Levitz Student Satisfaction Survey