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> Assessment > Customer Service 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 feedback.

     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:

 

Advising - Center

Advising - Faculty

 

Bookstore - Beckley

Bookstore - Online Cougar Shop

 

Dining Services

 

Financial Aid - Virtual

Financial Aid - VA

Financial Aid - WIA

Financial Aid - Other

 

Registration

 

Student Accounts - Collections

Student Accounts - Payment Window

Student Accounts - Refund Check

Student Accounts - Third Party

 

Overall

 

Departmental Comparison - By Response

 

Department Comparison - By Year