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Central Connecticut
State 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
Graduation Rates by
Satisfaction
55
Research shows:
• Schools with higher
satisfaction enjoy:
– Higher graduation rates
– Lower loan default rates
– Higher alumni giving rates
50
45
• The results suggest that
satisfaction is an integral part
of success
40
35
30
1
2
3
4
5
Satisfaction Quintile
Categories
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•
•
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•
•
•
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 action
Very
Important
Very
Dissatisfied
Very
Satisfied
Very
Unimportant
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 Action
Very
Important
Very
Dissatisfied
Very
Satisfied
Very
Unimportant
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.
CCSU 2006 challenges
• 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%
1980
100.00%
Total
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
No did not transfer here
Total
No Answer
%
604
30.57%
1372
69.43%
1976
100.00%
32
CCSU 2006 – plans to transfer?
N
Yes I plan to transfer
No I do not plan to
transfer
Total
No Answer
%
278
14.08%
1696
85.92%
1974
100.00%
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%
1982
100.00%
Total
No Answer
26
How does CCSU compare?
Higher satisfaction than
national group
• 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
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.
• Living conditions in the residence halls are comfortable.
• 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.
• Billing policies are reasonable.
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%
1969
100.00%
Total
No Answer
39
CCSU 2006 – class load?
N
Full-time
Part-time
Total
No Answer
%
1842
93.22%
134
6.78%
1976
100.00%
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%
1983
100.00%
Total
No Answer
25
CCSU 2006 – meeting
expectations?
Institutional
Summary
Central Connecticut
State University - 11/2006
Form B
Summary
Student
Satisfaction
Inventory
Central
Connecticut
State
SSI 4-Year Public Form
University
B
Import
Satis / SD
Gap
Impo
rt
Satis /
SD
Ga
p
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.
• I seldom get the "run-around" when seeking information on
this campus.
Higher importance than peer
group
• I seldom get the "run-around" when seeking information on
this campus.
• My academic advisor helps me set goals to work toward.
• I am able to take care of college-related business at times
that are convenient for me.
• Parking lots are well-lighted and secure.
• Billing policies are reasonable.
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.
• Tuition paid is a worthwhile investment.
• Faculty are fair and unbiased in their treatment of individual
students.
• Faculty provide timely feedback about my academic
progress.
• Living conditions in the residence halls are comfortable.
CCSU 2006 – meeting
expectations?
Institutional
Summary
Central Connecticut
State University - 11/2006
Central Connecticut State
University
Central CT State Requested
Group
Student Satisfaction Inventory
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
4.40 / 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.
• 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).
• This campus provides online access to services I need.
CCSU 2004 strengths
•
•
•
•
•
Campus item 1
Parking lots are well-lighted and secure.
Students are made to feel welcome here.
On the whole, the campus is well-maintained.
Students are free to express their ideas on this campus.
CCSU 2004 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.
• Living conditions in the residence halls are comfortable.
• The amount of student parking space on campus is
adequate.
CCSU 2004 challenges
• I seldom get the "run-around" when seeking information on
this campus.
• Campus item 10
• Billing policies are reasonable.
• 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