Student Services Satisfaction Survey Findings
Explore the findings of a student services satisfaction survey conducted on a diverse student population, including frequency of use, satisfaction levels, and perceived importance of various services. The survey method, representativeness, survey questions, and percentage of students using services are discussed, providing valuable insights into student feedback and preferences.
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Presentation Transcript
Student Services Satisfaction Survey Frequency of Use, Satisfaction With, and Perceived Importance Of Services
Student Services Satisfaction Survey Survey Method A link to a SurveyMonkey survey was emailed to all 26,239 students with valid preferred emails enrolled as of January 25th, 2018 4,403 students (17%) participated in the survey Between January 25thand February 9th, 2018
Representativeness Non-credit students were twice as likely to take the survey 24% of non-credit students 13% of credit students Among credit students: Participants were older (median age of 23 versus 21) Women were more likely to take the survey 62% of survey participants were female versus 53% No significant differences by ethnicity or full-time/part-time status Among non-credit students: Women were more likely to take the survey 74% of survey participants were female versus 70% white students were more likely to take the survey (71% versus 62%) Hispanic students were less likely to take the survey (7% versus 16%)
Survey Questions Students were asked about: Frequency of use (from Never to More than once a week) Satisfaction with (on a 0-100 scale) Importance of (on a 0-100 scale) Admissions and Records Career and Re-Entry Center Child Development Center Counseling Services Disabled Students Programs and Services (DSPS) Extended Opportunity Programs and Services, Cooperative Agencies Resources for Education, or California Work Opportunity and Responsibility to Kids (EOPS) Financial Aid Health Center International Students Office Matriculation Student Development Office Transfer Center Veterans Education and Transition Services (VETS). Comments or concerns about the services currently offered open-ended
Percent Using Services Percent Using Services (at least one time) 80% 67% 70% 62% 60% 52% 47% 50% 42% 40% 35% 33% 31% 30% 25% 22% 22% 20% 20% 20% 14% 13% 12% 12% 9% 8% 7% 8% 6% 10% 6% 5% 5% 4% 4% 3% 3% 4% 3% 2% 2% 2% 2% 1% 1% 1% 3% 0% All Students Credit Students Non-Credit Students
Frequency of Use Frequency of use was estimated from student s responses. Less than once per month = 0.5 times per month 1-3 times per month = 2 times per month Once per week = 4 times per month More than once per week =8 times per month Students that never used a service were excluded from this calculation.
Frequency of Use Frequency of Use (times per month) 2.50 2.35 2.18 2.00 1.77 1.53 1.40 1.50 1.30 1.23 1.05 1.01 0.98 0.93 1.00 0.85 0.63 0.50 0.00 Note: Orange bars denote services used by fewer than 10% of students. Blue bars denote services used by over 10% of students.
Frequency of Use Frequency of Use (times per month) 2.5 2.35 2.0 Frequency of Use 1.5 1.05 1.0 0.63 0.5 0.0 Most Used Service Average (weighted) Least Used Service
Usage and Frequency Percent Using Service (at least one time) 50% Admissions and Records Percent Using Service (at least one time) 45% Counseling 40% 35% Matriculation 30% 25% Financial Aid 20% Career and Re-Entry Center 15% Transfer Center Health Center Student Development 10% DSPS Child Development Center EOPS 5% International Students Office VETS 0% 0.00 0.50 1.00 1.50 2.00 2.50 Frequency of Use
Usage and Frequency Percent Using Service (at least one time) 50% Admissions and Records Percent Using Service (at least one time) 45% Counseling 40% 35% Matriculation 30% 25% Financial Aid 20% Career and Re-Entry Center 15% Transfer Center Health Center Student Development 10% DSPS Child Development Center EOPS 5% International Students Office VETS 0% 0.00 0.50 1.00 1.50 2.00 2.50 Frequency of Use
Usage and Frequency Percent Using Service (at least one time) 50% Admissions and Records Percent Using Service (at least one time) 45% Counseling 40% 35% Matriculation 30% 25% Financial Aid 20% Career and Re-Entry Center 15% Transfer Center Health Center Student Development 10% DSPS Child Development Center EOPS 5% International Students Office VETS 0% 0.00 0.50 1.00 1.50 2.00 2.50 Frequency of Use
Usage and Frequency Percent Using Service (at least one time) 50% Admissions and Records Percent Using Service (at least one time) 45% Counseling 40% 35% Matriculation 30% 25% Financial Aid 20% Career and Re-Entry Center 15% Transfer Center Health Center Student Development 10% DSPS Child Development Center EOPS 5% International Students Office VETS 0% 0.00 0.50 1.00 1.50 2.00 2.50 Frequency of Use
Importance of Service Reported on a 0-100 continuous scale Averaged across all students that used the service at least once Importance scores for specific student services are in individual reports
Importance of Service Importance of Service 95 92 90 87 85 79 80 75 70 Highest Importance Service Average (weighted) Lowest Importance Service
Equity in Importance Few differences among SEP groups Ethnicity: Latinos reported higher importance scores for Admissions and Records, Matriculation, and EOPS No significant differences by: Gender Veteran status* EOPS status DSPS Foster youth status*
Satisfaction with Service Reported on a 0-100 continuous scale Averaged across all students that used the service at least once Satisfaction scores for specific student services are in individual reports
Satisfaction with Service Satisfaction with Service 90 86 85 80 80 75 75 70 Highest Satisfaction Service Average (weighted) Lowest Satisfaction Service
Equity in Satisfaction Few differences among SEP groups Ethnicity: Latinos reported higher satisfaction scores for the Transfer Center and Counseling Services EOPS students reported lower satisfaction with DSPS No significant differences by: Gender Veteran status* DSPS Foster youth status*
Additional Comments and Concerns Only 14% (n = 599) of students reported any additional comment or concern Most common concerns noted were about the Emeritus program and parking Most common services (10 or more comments) discussed were: Counseling Admissions and Records Financial Aid Content analyses are in individual reports
Summary There is a wide range in usage of services The services that are used by the fewest students have the highest frequency of use by the students they serve All services have fairly high importance scores Range from 79-92 Satisfaction scores were slightly lower than importance scores Range from 75-86 Few differences in importance of and satisfaction with services among SEP groups
Questions and Comments Questions? Comments? Future Analyses?
