> Assessment > Customer Service Survey > 2007 Customer Service Survey

Invitations to participate in the 2007 Mountain State University Customer Service Survey were sent out via post cards and email to 2,942 students in February 2007.  The survey was open for 28 days to give each student time to complete the survey.  This survey was a Web based survey with 1,059 students responding for a 37% response rate. 

The survey was completed in March 2007 to measure the level of satisfaction students have for the service provided by various departments within the University.  The responses for this survey were based on the Likert scale that was used to measure attitudes, preferences, and subjective reactions.  The results of this survey are broken down by each department for easy review and are being reported based on the selections the students made for each area. If the student selected more than one category in a particular area, the results are reflected in each category selected.

The 2007 Customer Service Survey Data link also contains the students overall rating of the service provided to them at Mountain State University (MSU).  When asked "Overall, were you satisfied with your most recent contact with MSU?", 91% responded YES and 9% responded NO. This reflects a 1% decrease over 2006 respondents who were satisfied with their most recent contact with MSU. The comments provided seem to touch all aspects of the University and offer insight into areas for improvement and have been provided to senior staff for their review. The results of this survey indicated that there was room for improvement in all six areas surveyed: Advising, Bookstore, Dining Services, Financial Aid, Registration and Student Accounts.  As a result of the 2007 survey, additional training sessions will be set up for employees in each of the six areas.

Please review the following links for the 2007 results:

Advising - Overall

Advising - Advising Center

Advising - Faculty

Advising - None Listed

Bookstore - Overall

Bookstore - Beckley Campus

Bookstore - Martinsburg Campus

Bookstore - Online Cougar Shop

Bookstore - None Listed

Dining Service

Financial Aid - Overall

Financial Aid - Virtual Financial Aid

Financial Aid - WIA - Beckley

Financial Aid - VA - Beckley

Financial Aid - Other - Beckley

Financial Aid - None Listed


Student Accounts - Overall

Student Accounts - Payment Window

Student Accounts - Refund Check

Student Accounts - Third Party Billing

Student Accounts - Collections

Student Accounts - None Listed

Overall - were you satisfied with your most recent contact with MSU? (Yes/No)


Departmental Comparison