An Institutional Look at Students’ Satisfaction

with NWTCNoel-Levitz Student Satisfaction Survey of Classroom and Online Students Conducted

Spring 2008

Students are our customers - What are their expectations?

Responses are the reality of students’ experiences at NWTC

To determine if NWTC is allocating resources in areas students deem important to their experience at NWTC?

To assess the continuous improvement strategy at NWTC –is it working?

Why measure student satisfaction?

1,290 physical classroom students (64% response rate of sample population)

Who We Surveyed:In-class students

Scale

Mean Importance &

Satisfaction level

Mean difference between 2008

and 2005 satisfaction levels

Mean difference between NWTC

and WTCS satisfaction levels

Academic Services 5.98/5.51 .13*** .11**

Instructional Effectiveness 6.16/5.46 .18*** -.04

Student Centeredness 5.89/5.44 .16*** .00

Responsiveness to Diverse Populations 5.42 .04 .01

Registration Effectiveness 6.08/5.40 .19*** .05

Campus Climate 5.89/5.36 .18*** -.01

Service Excellence 5.85/5.30 .20*** .04

Concern for the Individual 5.98/5.21 .17*** -.07*

Academic Advising/Counseling 5.95/5.06 .16** -.11**

Admissions and Financial Aid 5.92/5.06 .24*** .00

Safety and Security 5.88/5.01 .32 *** .01

Campus Support Services 4.90/4.90 .14** -.02

What’s important & where are students most satisfied? (Reponses: 1 Low to 7 High)

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

2. Nearly all of the faculty are knowledgeable in their fields.

3. There is a good variety of courses provided on this campus.

4. I am able to experience intellectual growth here.

5. The campus is safe and secure for all students.

6. The quality of instruction in the vocational/technical programs is excellent

7. Program requirements are clear and reasonable.

8. Computer labs are adequate and accessible.

9. The equipment in the lab facilities is kept up to date.

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

Institutional Strengths:High Importance & High Satisfaction

11. Faculty are usually available after class and during office hours

12. I can easily register online

13. The personnel involved in registration are helpful

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

15. Students are made to feel welcome on this campus.

16. Library resources and services are adequate.

17. Nearly all classes deal with practical experiences and applications.

18. This institution has a good reputation within the community.

Institutional Strengths:High Importance & High Satisfaction(cont.)

1. Classes are scheduled at times that are convenient for me. 5.33 (1.10)

2. I am able to register for classes I need with few conflicts. 5.41 (.90)

3. Financial aid and scholarships are easily accessible. 4.99 (1.19)

4. This school does whatever it can to help me reach my educational goals. 5.24 (.92)

5. My academic advisor is knowledgeable about my program requirements. 5.15 (.96)

6. Adequate financial aid is available for most students. 5.02 (1.09)

7. Students are notified early in the term is they are doing poorly in a class. 4.80 (1.30)

8. The amount of student parking space on campus is adequate. 4.63 (1.43)

9. Help is readily available to students whose grades fall below average. 4.90 (1.09)

Institutional Challenges:High Importance and Lower Satisfaction Satisfaction level is in red; Performance gap, the difference between students’ importance and satisfaction, is in parenthesis

1. Classes are scheduled at times that are convenient for me.

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

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

4. Nearly all of the faculty are knowledgeable in their fields.

5. There is a good variety of courses provided on this campus

6. I am able to experience intellectual growth here.

7. The campus is safe and secure for all students.

8. The quality of instruction in the vocational/technical programs is excellent.

9. Program requirements are clear and reasonable.

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

11. Computer labs are adequate and accessible.

12. This school does whatever it can to help me reach my educational goals.

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

14. Faculty are usually available after class and during office hours.

15. Faculty are understanding of students’ unique life circumstances.

Higher Satisfaction vs. 2005

16. Faculty provide timely feedback about student progress in a course.

17. Adequate financial aid is available for most students.

18. The personnel involved in registration are helpful.

19. Students are notified early in the term if they are doing poorly in a class.

20. Student are made to feel welcome on this campus.

21. Library resources and services are adequate.

22. Admissions staff are knowledgeable.

23. Nearly all classes deal with practical experiences and applications.

24. Policies and procedures regarding registration and course selection are clear and well-publicized.

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

26. Class change (add/drop) policies are reasonable.

27. There are convenient ways of paying my school bill.

28. Parking lots are well-lighted and secure.

29. There are adequate transfer opportunities between NWTC and other colleges.

30. This institution has a good reputation within the community.

Higher Satisfaction vs. 2005 (cont.)

1. Students have adequate opportunities to participate in clubs, organizations and social activities at NWTC Performance gap: 0.01. Satisfaction increased .39*** compared to 2005

2. Financial aid and scholarships are easily accessible. Performance gap: 1.19 . New question in 2008.

3. There are adequate transfer opportunities between NWTC and other colleges. Performance gap: .78. Satisfaction increased .38*** compared to 2005

4. New student orientation is beneficial to be a successful program student. Performance gap: 0.39. New question in 2008.

5. I can easily register online. Performance gap: 0.53. New question in 2008.

NWTC Specific Questions

6. NWTC employees help minority students feel a sense of belonging at NWTC Performance gap: 0.41. Satisfaction increased .14* compared to 2005

7. Fellow students help minority students feel a sense of belonging at NWTC. Performance gap: 0.46. Satisfaction increased .12 compared to 2005

8. My advisor assisted me in shaping my academic plan. Performance gap: 1.17. New question in 2008.

9. Help is readily available to students whose grades fall below average. Performance gap: 1.09. New question in 2008.

10. I would take more credit courses during summer semester if available. Performance gap: 0.78 . New question in 2008.

NWTC Specific Questions – cont.

Summary Question Spring 2008

Spring 2005

Mean Difference

WTCS 2008

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

4.78 4.71 .07 4.78

Rate your overall satisfaction with your experience here thus far.

5.52 5.44 .08 5.56

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

5.86 5.72 .14* 5.80

Summary QuestionsResponses based on 1 (low) to 7 (high)

Overall satisfaction is higher than Spring 2005 Increase in satisfaction of all Scales compared to

Spring 2005; satisfaction of Responsiveness to Diverse Populations remained statistically unchanged.

31 items had higher satisfaction vs. Spring 2005; no items had lower satisfaction compared to Spring 2005

How satisfied are NWTC classroom students in 2008?

531online students (30% response rate of sample population)

Who We Surveyed:Online Students

ScaleSpring 2008 Importance

Spring 2008 Satisfaction

Spring 2005 Satisfaction

Mean SatisfactionDifference

Institutional Perceptions6.40 6.07 6.01 .06

Enrollment Services6.41 5.99 5.83 .16*

Student Services6.28 5.91 5.77 .14*

Instructional Services6.35 5.87 5.78 .09

Academic Services6.31 5.83 5.68 .15*

What is most important and where are Online Students most satisfied? Based on a scale of 1 (low) to 7 (high)

1. Registration for online courses is convenient. 2. This institution responds quickly when I request

information. 3. Billing and payment procedures are convenient for me. 4. Appropriate technical assistance is readily available. 5. Assessment and evaluation procedures are clear and

reasonable.

Institutional Strengths:Online Services

1. Student assignments are clearly defined in the syllabus. 5.99 (.66)

2. The quality of online instruction is excellent. 5.78 (.79)

3. Online course offerings meet my needs. 5.91 (.66)

4. Course requirements are reasonable. 5.86 (.71)

5. Faculty provide timely feedback about student progress. 5.72 (.83)

6. There are sufficient offerings within my program of study. 5.95 (.75)

7. It is easy to find information on NWTC’s website 5.83 (.69)

Institutional Challenges:Online Services Satisfaction levels are in red. Performance gap, the difference between students’ importance and satisfaction, is in parenthesis

1. Faculty are responsive to student needs.2. There are sufficient offerings within my program of

study.3. NWTC courses transfer to other colleges or

universities.

There were no items with lower satisfaction vs. 2005

Online Learners:Higher Satisfaction vs. 2005

1. Completing a total program online is valuable to me. Performance gap: .18

2. Online course offerings meet my needs. Performance gap: .66

3. Course requirements are clear. Performance gap: .63

4. Course requirements are reasonable. Performance gap: .71

5. Taking classes via interactive television or video-conferencing is valuable to me. Performance gap -.31

NWTC Specific Items: Online Learners

6. Taking classes via Technical college of the Air (TCA or correspondence) is valuable to me. Performance gap -.27

7. NWTC courses transfer to other colleges or universities. Performance gap: .47

8. Courses taken at other colleges or universities transfer to NWTC. Performance gap: .44

9. Courses taken during high school can be approved for transfer to NWTC. Performance gap: .18

10. It is easy to find information on NWTC’s website. Performance gap: .69

NWTC Specific Items:Online Learner (continued)

Summary Question Spring 2008

Spring 2005

Mean Difference

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

4.81 4.95 -0.14

Rate your overall satisfaction with your experience here thus far.

5.52 5.66 -0.04

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

5.85 5.93 -0.08

Summary Questions:Online LearnersResponses based on 1 (low) to 7 (high)

Overall satisfaction remained unchanged for most items compared to Spring 2005

Statistically significant; increase for 3 specific items:◦ I receive timely information on the availability of financial aid.

(satisfaction increased 0.38*** since 2005)

◦Adequate online library resources are provided. (satisfaction increased 0.33*** since 2005)

◦Channels are available for providing timely responses to student complaints. (satisfaction increased 0.34*** since 2005)

No items had significantly lower satisfaction compared to Spring 2005

How satisfied are NWTC online students in 2008?

Six NWTC major initiatives since 2005 and corresponding student responses:1. Increased security measures

Safety and Security responses increased both in importance (.12) and satisfaction (.32**) since 2005

2. Increased diversity and quantity of student life activities Student Centeredness and Campus Climate responses both

increased in importance (.06,.06) and satisfaction (.16***, .18***) NWTC question “Students have adequate opportunities to participate in

clubs, organizations and social activities at NWTC (Importance 5.08, Satisfaction 5.07) Performance gap: 0.01. Satisfaction increased .39*** compared to 2005

Are we investing in areas important to and that satisfy our customers?

3. Initiated academic advising Academic Advising/Counseling responses increased both in

importance (.11) and satisfaction (.16**)

4. Increased articulation opportunities• There are adequate transfer opportunities between NWTC and other

colleges. Responses remained relatively unchanged in importance (-.04) and increased in satisfaction (.38***)

• NWTC courses transfer to other colleges or universities (online). Satisfaction increased .24*

• Courses taken at other colleges or universities transfer to NWTC (online). Satisfaction increased .04

• Courses taken during high school can be approved for transfer to NWTC. Satisfaction increased .29*

Are we investing in areas important to and that satisfy our customers?

5. Improved financial aid and scholarship access and awards

Admissions and Financial Aid responses increased in both importance (.11) and satisfaction (.24***)

NWTC specific question: Scholarships and financial aid are easily accessible; importance 6.18; satisfaction 4.99. Is in the top quartile for importance.

6. Developed continuous improvement program Satisfaction levels improved in all areas 2005 SSI Challenges all had significant improvement in 2008

satisfaction levels 2008 SSI Challenges all had significant satisfaction improvement

levels compared to 2005

Are we investing in areas important to and that satisfy our customers?

Our students expect more; SSI Importance scores increased since 2005◦Of 70 standard questions, 68 had a higher mean importance

score in 2008 compared to 2005◦ 24 standard questions (34%) had mean importance scores

increase by more than .10 Performance gaps decreased for all SSI questions (the

difference between students’ importance and satisfaction for a question)

◦ Even though our students are telling us the importance of items is greater, NWTC is delivering products and services more closely to the desired level

Other Observations – Classroom Students

Online students indicated few areas of importance or satisfaction change compared to 2005◦ 10 of 36 importance questions had slight increases; 26 slightly

decreased◦ 10 of 36 satisfaction items satisfaction increased; 26 items had

no change in satisfaction◦Range of satisfaction scores for 36 questions is 6.25 – 5.28;

less than 1 point separates the issues of highest to lowest satisfaction however performance gap scores increased for 12 items

Other Observations – Online Students

Strategic planning efforts Retention initiatives Continuous improvement and operational productivity

planning Data-driven decision making Marketing and recruitment within the community

Next StepsUse information as a guide for: