Survey > 2012 Customer Service Survey
The current Customer Service Survey was first administered in
2004 and served as the benchmark for subsequent surveys. The
purpose of this survey is to measure attitudes, preferences, and
subjective reactions of students as they relate to customer
service in six specific areas: Advising, Bookstore, Dining
Services, Financial Aid, Registration and Student Accounts.
The 2012 survey had a response rate total of 397 submissions
(10%). The survey
was offered to 3,917 currently enrolled students, based on the
spring enrollment report.
Each student had the opportunity to complete the survey
and submit contact information for a chance to win a prize and
allow follow-up contact by administration for additional
The responses for this survey were based on the Likert scale and
the results of the survey have been 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 have been reflected in each category selected.
If a respondent chose not to answer a specific question,
the survey was designed to default to the “no response” response
in order to eliminate missing answers.
The 2012 survey results have been compared to the 2011
results to identify what improvements have been made as well as
areas that may need further development. The following
results have been broken down by each of the six areas evaluated
and ranked according to the average percentage of excellent
responses received overall.
In addition, the average percentage of good responses,
poor responses and very poor responses have been calculated and
the ranking results have been reported.
Please review the following links
for the 2012 results: