WV Northern Community College
Fall 2011 Fall Satisfaction Survey Summary
INTRODUCTION
The purpose of the Fall Student Satisfaction Survey is to gather data and feedback from
undergraduate students from all three of WV Northern Community College campuses about their
engagement at the institution, their overall satisfaction with their experiences, their satisfaction level
and use of the various student services that WV Northern Community College has to offer, and their
individual campus involvement.
This survey provides the institution with valuable information about our students, the effectiveness of
our services and helps us gain a better understanding of our student’s personal experiences with WV
Northern Community College. This in turn, will assist the institution in our decision making abilities
and allow us to make needed improvements.
The Institutional Research office worked in conjunction with Institutional Effectiveness to create the
survey instrument. It was opened from November 14th 2012 - December 4th 2012. There were 2746
students who received the email invitation. Of those 2746 students, 458 responded to give us an
overall response rate of 16.68%.
1|Page
Student Demographics and Distribution:
Campus
2.4%
Fifty seven percent (57.4%) of respondents were from the Wheeling
Campus (See figure A) and seventy five percent (74.7%) were
returning students. (See figure B)
0.0%
6.3%
0.4%
1.1%
17.5%
20.0%
Figure A
40.0%
Distance Ed.
Weirton
Figure B
57.4%
26.2%
14.0%
60.0%
Wheeling
New Martinsville
Seventy percent (70.5%) of respondents were full-time.
74.7%
(See figure C)
1st time student
Returning student
Transfer student
Early entrance student
29.5%
Figure C
Other (please specify)
70.5%
Full-time
34.2%
34.6%
Part-time
The majority of respondents were Caucasian (See figure D) and
between the ages of eighteen and thirty nine. (See figure E)
30.3%
Figure E
0.9%
5.1%
Under 18
18-24
25-39
0.7%
0.4%
2.0%
0.2%
American Indian or
Alaska Native
Asian
40 and above
Black or African
American
Are you of Hispanic Descent?
3%
Figure D
Yes
Native Hawaiian or
Other Pacific Islander
White
91.6%
No
97%
Thirty one percent (31.00%) of respondents are taking at least one developmental course. Seventy one percent of these
respondents are taking developmental math. (See figure F)
11%
18%
Developmental
Reading
Developmental
Math
Figure F
71%
Developmental
Writing
2|Page
FINDINGS
Percent that would choose WVNCC again
Eighty seven (86.9%) of students responded that they were
very satisfied (47.6%) or satisfied (39.3%) with their overall
experience at WVNCC. (See Figure H) Sixty one percent
(60.6%) of students responded that they would definitely enroll
in WV Northern Community College again, (See Figure G)
100.0%
50.0%
Overall Experience at WVNCC
Figure G
0.0%
60.0%
Definitely not
I don't know
Definitely yes
40.0%
Maybe not
Maybe yes
20.0%
Figure H
0.0%
Very Dissatisfied
Dissatisfied
Very Satisfied
Satisfied
Forty nine percent (49.4%) of students reported their experience at WVNCC was much better than expected (18.4%) or
better than expected (31.0%). (See Figure I)
Figure I
0.0%
10.0%
20.0%
Much better than I expected
About what I expected
Much worse than expected
30.0%
40.0%
50.0%
Better than I expected
Worse than expected
Financial Aid and Cost of the institution had the highest level of importance with respondents when considering their
decision to enroll in WV Northern Community College.
Not very
important
Somewhat
important
Important
Very
Important
Please rate the level of importance for the following, when considering your decision to enroll at WVNCC:
10
20
125
Cost
22
19
101
Financial Aid
61
84
115
Size of institution
55
72
123
Recommendations from family/friends
Personalized attention prior to enrollment
35
49
132
232
238
114
120
144
3|Page
Seventy two percent (72.3%) of respondents reported attaining an Associate Degree as their current educational goal.
Twenty one percent (20.8%) reported
a Transfer program and twelve
4.2% 4.7% 1.3%
12.2%
percent (12.2%) reported attaining a
Certificate
Certificate as their current educational
20.8%
Associate Degree
goal. (See Figure J)
Transfer Program (2+2)
Upgrading Skills
Personal Enrichment
Figure J
Job related training
72.3%
The majority of respondents reported taking their classes prior to 5:00 p.m. Sixty four percent (64.3%) prefer daytime
classes and over half of the respondents prefer traditional courses.
When are the majority of your classes taken? Please select all that apply.
58.9%
Day (before 5pm)
19.9%
Night (after 5pm)
24.9%
Both
3.7%
Saturdays
18.6%
Online
When taking traditional courses, when would you prefer to have your classes?
64.3%
Day (before 5pm)
18.6%
Night (after 5pm)
22.8%
Both
7.0%
Saturdays
Which type of delivery do you prefer for your courses?
58.2%
Traditional
5.7%
Online
36.0%
Both
269
91
114
17
85
Select all that apply:
293
85
104
32
265
26
164
Fifty six percent (55.8%) of respondents stated they work while attending school; twenty three percent (22.5%) work fulltime while thirty three percent (33.3%) work part-time. (See
Figure K)
Is your current employment related to your current
course of study?
21.0%
89
Yes
Employed full-time
33.3%
79.0%
334
40.0%
No
33.3%
Whether you are working or a stay at home caregiver,
Employed part-time
30.0%
approximately how many hours per week do you
22.5%
spend working?
Not currently
20.0%
11.0%
1-15 hours
26.4%
105
employed
10.0%
0.0%
Figure K
Stay at home
caregiver
16-30 hours
30.2%
120
31-40 hours
19.3%
77
40+ hours
24.1%
96
4|Page
Overall Satisfaction with Services Offered to Students:
Students were asked about their overall satisfaction with the numerous services offered by WV Northern Community
college.
Admissions:
Overall, ninety one percent (90.84%) of
students responded they were satisfied or
very satisfied with the Admissions
personnel and process. (See figure L)
Figure L
500
450
400
350
300
250
200
150
100
50
0
Very
Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
Admissions personnel are
knowledgeable
Admission process is
easily understood
Very
Dissatisfied
Dissatisfied
Satisfied
Very
Satisfied
Admissions personnel are knowledgeable
10
20
251
149
Admission process is easily understood
18
30
241
134
Please answer the following concerning Admissions:
Registration:
500
450
400
350
300
250
200
150
100
50
0
Very
Dissatisfied
Eighty eight percent (88.4%) of students responded they
were satisfied or very satisfied with the overall
registration process. (See figure M)
Dissatisfied
Satisfied
Registration
process is easy
Registration
process is
convenient
Very
Satisfied
Figure M
Very
Dissatisfied
Dissatisfied
Satisfied
Very
Satisfied
Registration process is easy
13
35
237
146
Registration process is convenient
17
34
221
151
Please answer the following concerning Registration:
5|Page
Academic Advising:
Very
Dissatisfied
Dissatisfied
Satisfied
Very
Satisfied
28
23
25
36
35
44
193
202
187
165
161
164
25
24
196
177
23
29
211
137
Please answer the following concerning Academic Advising:
Academic adviser is available and approachable
Academic adviser helps set attainable goals
Academic adviser is concerned about my success
Academic adviser is knowledgeable about my program
requirements
Academic adviser is knowledgeable about the transfer
requirements
450
400
350
300
250
200
150
100
50
0
Figure N
Very
Dissatisfied
Dissatisfied
Satisfied
Very
Satisfied
Academic adviser is
available and
approachable
Academic adviser helps
set attainable goals
Academic adviser is
concerned about my
success
Academic adviser is
knowledgeable about
my program
requirements
Academic adviser is
knowledgeable about
the transfer
requirements
Financial Aid:
Financial aid process is easy
7%
34%
Adequate financial aid was available
for you
5%
12%
10%
Financial aid process convenient
6%
34%
12%
39%
47%
Financial aid process is easy
34%
7%
12%
47%
48%
46%
Financial aid counselors are helpful
36%
6%
Legend:
8%
50%
Very Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
Figure O
6|Page
Counseling Services:
eighty nine percent (88.98%) of respondents were satisfied or very satisfied with the counseling services at WV Northern
Community College. (See figure P)
Very
Dissatisfied
Dissatisfied
Satisfied
Very
Satisfied
Counseling staff care about me as a student
15
34
235
132
Counseling staff is knowledgeable
16
26
234
133
Please answer the following concerning Counseling:
Figure P
500
400
300
200
100
0
Very Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
Counseling staff care about
me as a student
Counseling staff is
knowledgeable
Career Services:
Eighty eight percent (87.88%) of respondents were satisfied or very satisfied with the career services office.
The staff of the career service office are accessible
and knowledgeable.
The college offers services and resources to help
me decide upon a career.
27%
5%
7%
6%
27%
5%
The career service office provides students with
the help they need to get a job.
61%
25%
5%
62%
8%
Figure Q
Legend
Very Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
62%
Please answer the following concerning Career Services:
The college offers services and resources to help me
decide upon a career.
The career service office provides students with the help
they need to get a job.
The staff of the career service office are accessible and
knowledgeable.
Very Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
12
19
156
70
12
20
147
58
13
13
149
66
7|Page
Overall Customer Service:
Ninety two percent (92.37%) of respondents feel welcome on campus, and ninety percent (89.87%) feel campus staff are
kind and accommodating. (See
figure R)
300
200
200
100
100
0
Legend
Very
Dissatisfied
I seldom get the runaround when seeking
information on campus
0
I feel welcome on campus
Dissatisfied
Satisfied
Very Satisfied
200
300
200
100
100
0
0
Campus staff are kind and
accommodating
The administrators are
friendly and approachable
200
100
Figure R
0
I feel respected as a
student
Very
Dissatisfied
Dissatisfied
Satisfied
Very
Satisfied
Campus staff are kind and accommodating
12
28
203
152
I feel welcome on campus
8
22
208
155
The administrators are friendly and approachable
11
26
196
154
I feel respected as a student
13
33
193
153
I seldom get the run-around when seeking information on
campus
32
45
179
137
Please answer the following concerning Customer Service:
8|Page
Overall Satisfaction with Specialized Services Offered to Students:
WV Northern Community College offers many specialized services to our students. Students were asked about their
overall satisfaction with these specialized services. These overall* averages and results are listed below.
Veterans Services:
Ninety seven percent (96.59%) of respondents were satisfied or very satisfied with Veterans services. (See figure S)
Figure S
180
160
140
120
100
80
60
40
20
0
Very Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
People at the school are
School resources provide
School attempts to make
friendly, warm and
opportunities for student
credit transfer for veterans
approachable to military veterans, through facilities and
easily understood.
veterans. Degree to which you programs, to learn and grow.
feel welcome on campus.
Disabilities Services:
Ninety four percent (93.78%) of respondents were satisfied or very satisfied with the Disabilities Office. (See figure T)
140
120
100
80
60
40
20
Figure T
0
My campus provides Accommodations are
effective support
easily available.
services for disabilities
The space in the
There is adequate
Wheeling campus
assistive technology
Resource Room are and software available
adequate to my
on my campus.
needs.
Very Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
9|Page
Tutoring Services:
Ninety percent (90.45%) of respondents were satisfied or very satisfied with the Tutoring Services offered. (See figure U)
250
200
150
100
50
0
Figure U
Tutoring services are The Tutoring Center’s The Tutoring Center
Tutoring Center
Tutors and tutoring
readily available
resources, such as
staff are friendly and
hours of operation are offers a sufficient
number of tutors
information on study
approachable.
convenient.
trained in various
skills and critical
subject areas.
thinking, are helpful in
promoting my success.
Very Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
Students were asked to rate their level of satisfaction with orientation courses that WV Northern Community College
provides, the add/drop policy as well as our early warning procedure.
Orientation:
Ninety percent (90.29%) of respondents were satisfied (58.25%) or very satisfied (32.03%) that the information provided
assisted them with their first semester at Northern and ninety five percent (95.16%) of respondents felt satisfied (67.63%)
or very satisfied (27.53%) with the time for orientation.
Very
Dissatisfied
Dissatisfied
Satisfied
Very
Satisfied
If you have attended an Orientation course at WVNCC, please answer the following concerning the Orientation:
The time for orientation was convenient.
2
8
140
57
The length of time for orientation worked well for my
schedule.
2
12
132
60
The information provided at orientation helped me navigate
my first semester at Northern.
9
11
120
66
The staff at orientation were friendly, approachable, and
helpful.
5
3
116
81
I would recommend that new students participate in
orientation.
6
7
108
87
Very
Dissatisfied
Dissatisfied
Satisfied
Very
Satisfied
12
23
250
102
25
58
193
75
Add/Drop Policy and Early Warning Procedure:
Please indicate your level of satisfaction on the following:
Add/Drop policies for classes are reasonable
You were alerted early in the term if you were doing poorly
in a course.
10 | P a g e
Overall Satisfaction with Facilities:
Students were asked to rate their level of satisfaction concerning the bookstore, library, classrooms, labs and facilities.
Bookstore:
Eighty one percent (80.67% of respondents were satisfied or very satisfied with the bookstore hours. (See figure V)
Bookstore hours are sufficient to your needs
5%
29%
Ninety three percent (92.63%) of respondents were satisfied or very
satisfied with the service at the bookstore (See figure W)
14%
Service at the bookstore is appropriate
Figure V
2%
52%
5%
39%
Legend
Figure W
Very Dissatisfied
Dissatisfied
Satisfied
54%
Very Satisfied
Students were asked to rate their satisfaction on how their campus demonstrates a commitment to meeting the needs of
various sectors of student. (See figure X)
350
300
250
200
150
100
50
Figure X
0
Part time
students
Evening students Non-traditional
students
Very Dissatisfied
Dissatisfied
Under
represented
populations
Satisfied
Students with
disabilities
Very Satisfied
11 | P a g e
Classroom Environment and Classroom Technology:
Students were asked to choose their level of satisfaction with specific classroom technology. Eighty seven percent
(87.13%) of respondents were satisfied or very satisfied with the classroom technology. (See figure Y)
Very
Dissatisfied
Dissatisfied
Please rate the effectiveness of the following aspects of classroom technology:
10
Technology enhanced classrooms
10
Projectors
21
Epop/Telecom classrooms
Figure Y
31
30
47
500
400
300
200
100
0
Satisfied
Very
Satisfied
247
250
219
117
116
78
Very Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
Technology enhanced
classrooms
Projectors
Epop/Telecom classrooms
Students were asked to choose their level of satisfaction with aspects of the classroom. Eighty two percent (81.88%) of
respondents were satisfied or very satisfied with the classroom environment. (See figure Z)
Very
Dissatisfied
Please answer the following concerning classroom environment:
Class size
Temperature of classroom
Furnishings (desk, chair, etc.)
Noise control (The classroom is a distraction free
environment)
Dissatisfied
Satisfied
Very
Satisfied
8
31
12
12
103
42
264
209
258
133
71
103
31
61
227
94
500
400
300
200
100
0
Figure Z
Class size
Very Dissatisfied
Temperature of
classroom
Dissatisfied
Furnishings (desk, chair,
Noise control (The
etc.)
classroom is a distraction
free environment)
Satisfied
Very Satisfied
12 | P a g e
Lab Classroom Environment:
Students were asked to choose their level of satisfaction with lab equipment in specific labs. (See figures AA, BB, and
CC)
Very
Dissatisfied
Dissatisfied
Satisfied
Very
Satisfied
5
0
0
2
0
0
0
1
11
4
1
6
2
2
1
2
62
41
39
66
36
37
37
41
25
17
14
26
22
11
15
16
The equipment is in good working condition
Nursing/CNA
Respiratory
Surgical
Sciences (Bio, Chem, Micro)
Culinary
HVAC
Radiography
Medical Assistant
100
50
Figure AA
Very Satisfied
Satisfied
0
Dissatisfied
Very Dissatisfied
There are adequate supplies available
Respiratory
Surgical
Sciences (Bio, Chem, Micro)
Culinary
HVAC
Radiography
Medical Assistant
Very
Dissatisfied
Dissatisfied
Satisfied
Very
Satisfied
0
0
3
0
0
1
0
3
2
14
1
1
1
1
41
39
62
37
38
38
41
17
12
21
23
11
13
18
100
50
Figure BB
0
Very Satisfied
Satisfied
Dissatisfied
Very Dissatisfied
13 | P a g e
Very
Dissatisfied
Dissatisfied
Satisfied
Very
Satisfied
5
2
0
1
0
0
1
0
10
4
1
4
2
1
1
2
71
38
39
69
38
37
37
38
16
16
11
24
20
12
13
18
There is adequate space to perform activities
Nursing/CNA
Respiratory
Surgical
Sciences (Bio, Chem, Micro)
Culinary
HVAC
Radiography
Medical Assistant
100
Very Satisfied
50
Satisfied
0
Dissatisfied
Figure CC
Very Dissatisfied
Library:
Seventy four percent (74.43%) of respondents reported using the Library frequently (37.72%) or occasionally (36.70%)
and sixty nine percent (69.23%) of respondents reported using the Library’s online resources frequently (31.02%) or
occasionally (38.20%) (See figures DD and EE)
How often do you use the library?
9%
16%
Figure DD
Legend
How often do you use the library's online resources?
13%
38%
31%
18%
Figure EE
37%
38%
Frequently
Occasionally
Rarely
Never
14 | P a g e
Students were asked the following YES/NO questions pertaining to the library. (See figures FF and GG)
Are you satisfied with the hours that the library
is open?
Do you feel the library meets your needs?
6%
12%
Yes
Yes
No
No
Figure FF
Figure GG
88%
94%
Child Care:
Students were asked a series of questions pertaining to child care to determine if students perceive the need for such a
service and when they feel it would be needed. (See figures HH, II and JJ)
If child care was made available on your campus, would
you use it?
17%
41%
If child care was made available, how many days
of the week would you use it?
13%
Yes
31% 1-2 days
3-4 days
No
5 days
Maybe
42%
Figure II
Figure HH
56%
If childcare was made available, when would you use it?
67.9%
70.0%
68.5%
64.7%
65.0%
Figure JJ
60.0%
Morning
Afternoon
Evening
15 | P a g e