WV Northern Community College
Fall 2013 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 is responsible for the creation and administration of the survey instrument.
The survey is opened from early November through early December. In Fall 2013, 2086 students received an
email invitation to partake in the survey. Of those 2086 students,383 responded to give us an overall response
rate of 18%.
Created by the Institutional Research Department
Page 1 of 15
Student Demographics and Distribution
New Martinsville
Weirton
Wheeling
Distance Ed.
New Martinsville
17.1%
2%
17%
Weirton
27.7%
Wheeling
53.3%
53%
28%
Distance Ed.
1.9%
The Wheeling campus had the highest response
rate with 53% of students responding (See figure
A) and 68% were returning students (See figure B).
Figure A.
68%
1st time student 25%
68%
Returning
5% student
1%
Transfer student 5%
Returning
Early1%
EarlyTransfer
entrance student
student
student
entrance
student
2%
Other (please specify)
25%
1st time
student
2%
Other
(please
specify)
Figure B.
Full-time
Part-time
Full-time
1%
1%
Hispanic 3%
Non-Hispanic 97%
3%
Prefer Not to Respond
96%
Hispanic
Under 18
18-24
25-39 1%
40 and
above
Under 18
Non-Hispanic
40%
Figure C.
29%
71% of respondents were full-time (See figure C).
Figure D.
71%
70.7%
29.3%
Part-time
The majority of respondents reported an
ethnicity of Non-Hispanic (97%), a race of
White (See figure D) and were between the
ages of 18 and 24 (See figure F).
Prefer Not to Respond
-1%
Indian or Alaska
-1%or1%
4%
American Indian
Alaska
Native American
6%
Native
1%
Asian
1%
Asian
Figure F.
1%30%
40%
30%
4%
Black or African American
Black or African American
Native Hawaiian or1%
Other Pacific Islander
Native Hawaiian or Other
Pacific Islander
89%
White
30%
White
30%
18-24
25-39
6%
Prefer not to respond
40 and above
89%
Prefer not to respond
Figure E.
32% of respondents are taking at least one developmental course. 64% of those taking at least one
developmental couser are taking developmental math. (See figure G)
Developmental Reading
13%
Developmental Writing
Developmental Math64%
Developmental
Math
Developmental
Writing
23%
32%
Developmental Reading
14
68
24
106
306
258
296
64%
13%
327
Created by the Institutional Research Department
320
326
320
23%
Figure G.
Page 2 of 15
FINDINGS
Percent that would choose WVNCC again
68% of students stated they would definitely
enroll in WVNCC again (See figure H) and 93% of
students responded that they were very satisfied
(47%) or satisfied (45%) with their overall
experience at WVNCC. (See figure I).
Definitely not
Maybe not
I don't know
Maybe yes
Definitely yes
Overall Experience at WVNCC
Very Dissatisfied 3%
4%
Dissatisfied
50%
Very Satisfied 47%
40%
45%
Satisfied
30%
2%
3%
10%
17%
68%
93%
Definitely not
Maybe yes
Maybe not
Definitely yes
I don't know
Figure H.
20%
10%
Figure I.
0%
Very Dissatisfied
Dissatisfied
Very Satisfied
Satisfied
56% of respondents reported their experience at WVNCC was much better than expected (22%) or better
than expected (34%). (See figure J)
Much worse than2%
expected
7%
Worse than expected
36%
About what I expected
34%
Better than I expected
Much better than22%
I expected
0%
5%
Much better than I expected
10%
15%
Better than I expected
Figure J.
20%
25%
30%
About what I expected
35%
Worse than expected
40%
Much 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 WVNCC.
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:
Cost
Financial Aid
Size of institution
Recommendations from family/friends
Personalized attention prior to enrollment
1
7
46
31
17
10
7
39
47
37
68
55
94
106
100
223
219
116
101
126
Other responses included travel time and location
Created by the Institutional Research Department
Page 3 of 15
3% 3%
11% 12%
4% Certificate
Associate Degree74%
16%
Transfer Program18%
(2+2)
Upgrading Skills 5%
4%
Personal Enrichment
3%
Job related training
4%
Other (please specify)
63%
63% of respondents reported attaining an
Associate Degrees as their current
educational goal.
16% reported transfer program and 11%
reported attaining a Certificate as their
current educational goal. (See figure K)
Certificate
Associate Degree
Transfer Program
(2+2)
Upgrading Skills
Personal Enrichment
Job related training
Figure K.
The majority of respondents reported taking their classes prior to 5:00 p.m. 68% preferred daytime
classes and over half of the respondents preferred traditional courses.
When are the majority of your classes taken? Please select all that apply.
Day (before 5pm)
Night (after 5pm)
Both
Saturdays
Online
67.6%
13.6%
20.9%
0.5%
16.8%
253
51
78
2
63
When taking traditional courses, when would you prefer to have your classes? Select all that apply:
Day (before 5pm)
Night (after 5pm)
Both
Saturdays
68.2%
12.0%
23.3%
4.5%
255
45
87
17
60.6%
6.4%
33.0%
226
24
123
Which type of delivery do you prefer for your courses?
Traditional
Online
Both
62% of respondents reported working while attending school; 21% full-time and 41% part-time.
(See figure L)
50%
40%
30%
20%
10%
21%
21%
Employed full-time
41% Employed full-time
41%
Employed part-time
30%
Employed part-time
Not currently employed
30%
8%
Not currently
8%
employed
Stay at home caregiver
Stay at home
0%
Figure L.
Created by the Institutional Research Department
caregiver
Is your current employment related to your current
course of study?
Yes
22%
No
78%
Whether you are working or a stay at home caregiver,
approximately how many hours per week do you
spend working?
1-15 hours
16-30 hours
31-40 hours
40+ hours
28%
33%
17%
22%
Page 4 of 15
Students were asked about their overall satisfaction with the numerous services offered by
WVNCC.
Figure M.
Admissions:
400
Very Dissatisfied Dissatisfied
7
17
Admissions personnel
are knowledgeable
200 Admission process
8 is easily understood
15
Overall 91% of respondents reported
being satisfied or very satisfied withe the
knowledge of admissions staff and 92%
listed satisfied or very satisfied when
asked if the admissions process is easily
understood. (See figure M)
300
Satisfied
Very
Satisfied
Very
Satisfied
144 Satisfied 172
167 Dissatisfied 143
100
Very Dissatisfied
0
Admissions personnel Admission process is
are knowledgeable
easily understood
Very
Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
144
167
172
143
Please answer the following concerning Admissions:
Admissions personnel are knowledgeable
Admission process is easily understood
7
8
17
15
Registration:
400
Answer Options
Very Dissatisfied
Dissatisfied
300
11 is easy 19
Registration
process
200
11 is convenient
24
Registration
process
100
Dissatisfied
0
Figure N.
Satisfied Very Satisfied
91% of respondents were satisfied or very
Very
167 Satisfied 149 satisfied with ease of registration while
Satisfied
155
138 89% were satisfied or very satisfied with
Registration
process is
easy
Very Dissatisfied
Registration
process is
convenient
the convenience of the registration
process. (See figure N)
Very
Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
167
155
149
138
Please answer the following concerning Registration:
Registration process is easy
Registration process is convenient
11
11
19
24
11%
Yes
No
89%
89%
11%
Yes
No
89% of respondents felt that the current
schedule of classes met their needs.
Figure O.
Created by the Institutional Research Department
Page 5 of 15
Academic Advising:
Very
Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
Please answer the following concerning Academic Advising:
13
10
11
28
17
19
122
123
119
172
173
175
Academic adviser is knowledgeable about my program
requirements
9
8
130
178
Academic adviser is knowledgeable about the transfer
requirements
10
8
127
145
Academic adviser is available and approachable
Academic adviser helps set attainable goals
Academic adviser is concerned about my success
Very Dissatisfied
Dissatisfied Satisfied Very Satisfied
28 approachable
122
172
Academic adviser13
is available and
17
173
Academic adviser10
helps set attainable
goals123
119
175
Academic adviser11
is concerned19
about my success
8
130program requirements
178
Academic adviser 9is knowledgeable
about my
8
127transfer requirements
145
Academic adviser10
is knowledgeable
about the
350
300
250
200
150
100
50
0
Academic adviser is
available and
approachable
Academic adviser
helps set attainable
goals
Academic adviser is
concerned about my
success
Very Satisfied
Satisfied
Dissatisfied
Very Dissatisfied
Academic adviser is
Academic adviser is
knowledgeable about knowledgeable about
my program
the transfer
requirements
requirements
Figure P.
Financial Aid:
Very
Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
Please rate the quality of service received from the Financial Aid Office if you have had any of the
following types of communication:
On campus or in person visit
Written correspondence
Telephone communication
9
12
29
16
21
38
124
116
104
149
109
94
Very Dissatisfied
Dissatisfied Satisfied Very Satisfied
9
124
149
On campus or in person visit 16
Telephone communication
400
300
200
100
0
Written correspondence
Very
Dissatisfied
12
Written correspondence
Dissatisfiedcommunication
Satisfied
29
Telephone
Created by the Institutional Research Department
21
Very
38Satisfied
116
104
On campus or in person visit
Figure Q.
109
94
Page 6 of 15
Counseling Services:
Very
Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
136
129
143
135
Please answer the following concerning Counseling:
7
7
Counseling staff care about me as a student
Counseling staff is knowledgeable
16
12
Answer Options
Very Dissatisfied
Dissatisfied Satisfied Very Satisfied
7 about me16
143
Counseling staff care
as a student136
400 Counseling staff is7knowledgeable
12
129
135
300
Very Satisfied
Satisfied
200
Dissatisfied
100
Very Dissatisfied
0
Counseling staff care about me as
a student
Figure R.
Counseling staff is knowledgeable
Career Services:
The career service office provides students with
The college offers services and resources to help
Very
Dissatisfied
Dissatisfied
me
decide
upon a career.
the help they need to get a job.
Satisfied Very Satisfied
3%
4% to
2%
107
73 upon a career.
The college offers 4services
and7resources
help me decide
4%
38%
38%
7 students with
95 the help 65
The career service5office provides
they need to get a job.
3 service office
6
96
70
The staff of the career
are accessible
and knowledgeable.
55%
56%
Figure S.
The staff of the career service office are
accessible and knowledgeable.
40%
2%
3%
Legend:
Very Dissatisfied
Dissatisfied
55%
Satisfied
Very Satisfied
Very
Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
Please answer the following concerning Career Services:
The college offers services and resources to help me
decide upon a career.
4
7
107
73
The career service office provides students with the help
they need to get a job.
5
7
95
65
The staff of the career service office are accessible and
knowledgeable.
3
6
96
70
Created by the Institutional Research Department
Page 7 of 15
Overall Customer Service:
200
150
100
50
0
200
150
100
50
0
150
100
50
0
Very Dissatisfied
Dissatisfied Satisfied Very Satisfied
I seldom get the run-around
when
seeking information on
5
13
145
152
Campus staff are kind and accommodating
campus
II feel
welcome
on
campus
8
149
154
feel welcome on 4
campus
143
151
The administrators7are friendly 10
and approachable
145
152
I feel respected as6a student 13
15
33 seeking information
134
129
I seldom get the run-around
when
on
campus
200
150
100
50
0
The administrators are friendly
Campus staff are kind and
and approachable
accommodating
Figure T.
200
Legend:
150
Very Dissatisfied
100
Dissatisfied
50
Satisfied
0
Very Satisfied
I feel respected as a student
Very
Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
Please answer the following concerning Customer Service:
Campus staff are kind and accommodating
I feel welcome on campus
The administrators are friendly and approachable
I feel respected as a student
5
4
7
6
13
8
10
13
145
149
143
145
152
154
151
152
I seldom get the run-around when seeking
information on campus
15
33
134
129
Created by the Institutional Research Department
Page 8 of 15
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:
150
100
Answer Options
Very Dissatisfied
Dissatisfied Satisfied Very Satisfied
3 are friendly,
1 warm and 69
64to military veterans. Degree to which you feel welc
People at the school
approachable
Very
2
1
65
61 through facilities and programs,
School resources provide
opportunities
for student
veterans,
to learn and gro
Satisfied
Satisfied
56
51 understood.
School attempts to2make credit 4transfer for veterans
easily
Dissatisfied
50
0
People at the school are
friendly, warm and
approachable to military
veterans. Degree to which
you feel welcome on
campus.
School resources provide
opportunities for student
veterans, through facilities
and programs, to learn and
grow.
School attempts to make
credit transfer for veterans
easily understood.
Figure U.
Very
Dissatisfied
Disability Services:
140
120
100
80
Very Dissatisfied
Dissatisfied Satisfied Very Satisfied
1 effective support
2
65 for disabilities
60
My campus provides
services
0 easily available.
5
66
61
Accommodations are
0
2
50
The space in the Wheeling campus Resource Room are 48
adequate to my needs.
5
58
There is adequate1assistive technology
and 61
software available
on my campus.
Very Satisfied
60
Satisfied
40
Dissatisfied
20
Very Dissatisfied
0
My campus
Accommodations
The space in the
There is adequate
provides effective are easily available. Wheeling campus assistive technology
support services for
Resource Room are
and software
disabilities
adequate to my
available on my
needs.
campus.
Tutoring Services:
Created by the Institutional Research Department
Figure V.
Page 9 of 15
Tutoring Services:
Very
Dissatisfied
Dissatisfied
500
400
300
200
100
Tutors and tutoring staff are friendly and
approachable.
Satisfied
Very
Satisfied Tutoring Center resources, such as information
on study skills and critical thinking, are helpful
4 readily available
5
88
103
Tutoring services are
in promoting my success.
3 hours of 10
The Tutoring Center’s
operation are93convenient.90
The Tutoring Center offers a sufficient number
of tutors
trained
in various
subject areas.
5 offers a sufficient
15
85 of tutors trained
89
The Tutoring Center
number
in
various
subject
areas.
4
89 on study90
Tutoring Center resources,
such5 as information
skills and
criticalCenter’s
thinking,
helpful are
in promoting m
The Tutoring
hoursare
of operation
convenient.
2
1
88
104
Tutors and tutoring staff are friendly and approachable.
Tutoring services are readily available
0
Figure W.
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:
Very
Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
If you have attended an Orientation course at WVNCC, please answer the following concerning the
Orientation:
The
foroforientation
was convenient.
The time
length
time for orientation
worked well for
my schedule.
4
5
9
5
86
89
72
71
The information provided at orientation helped me
navigate my first semester at Northern.
6
7
79
72
The staff at orientation were friendly,
approachable, and helpful.
5
2
83
81
I would recommend that new students participate
in orientation.
8
4
79
81
Add/Drop Policy and Early Warning Procedure:
Very
Very
300
Answer Options
Dissatisfied Satisfied
Dissatisfied
Satisfied
200
7 reasonable
166
111
Add/Drop policies 3for classes are
100
25 if you were
108doing poorly
63 in a course.
You were alerted 16
early in the term
Figure X.
0
Very Satisfied
Satisfied
Dissatisfied
Very Dissatisfied
Add/Drop policies for classes are
You were alerted early in the
reasonable
term if you were doing poorly in a
course.
Created by the Institutional Research Department
Page 10 of 15
Overall Satisfaction with Facilities:
Students were asked to rate their level of satisfaction concerning the bookstore, library,
classrooms, labs and facilities.
Bookstore:
Very Dissatisfied
Dissatisfied Satisfied Very Satisfied
Bookstore hours are sufficient to your needs
26 sufficient to
36your needs
128
118
Bookstore hours are
8%
12%
14
23
140
127
Service at the bookstore
is appropriate
38%
42%
Figure Y.
Service at the bookstore is appropriate
5%
7%
42%
Legend:
46%
Very Dissatisfied
Dissatisfied
Satisfied
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 Y)
Very
Dissatisfied
Dissatisfied
250
200
150
100
50
8
Part time students6
11
Evening students 7
6
8
Non-traditional students
Under represented4populations 2
4
5
Students with disabilities
Satisfied
Very
Satisfied
127
128
109
97
100
94
87
80
62
67
Very Satisfied
Satisfied
Dissatisfied
Very Dissatisfied
0
Part time
students
Evening students Non-traditional
students
Under
represented
populations
Figure Z.
Students with
disabilities
Parking Lot:
Very
Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
Parking lots are safe, secure and have sufficient lighting
17
33
170
104
Parking spaces available for students is sufficient
33
50
157
84
Created by the Institutional Research Department
Page 11 of 15
Classroom Environment and Classroom Technology:
Very
Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
153
174
123
120
111
71
Please rate the effectiveness of the following aspects of classroom technology:
7
6
6
Technology enhanced classrooms
Projectors
Epop/Telecom Classrooms
400
300
Very Dissatisfied
Dissatisfied
7
20
Technology enhanced
classrooms
6
15
Projectors
6
22
Epop/Telecom classrooms
20
15
22
Satisfied Very Satisfied
153
120
174
111
123
71
Very Satisfied
Satisfied
200
Dissatisfied
100
Very Dissatisfied
0
Figure A-1.
Technology enhanced
classrooms
Projectors
Epop/Telecom
classrooms
Very
Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
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)
350
300
250
200
150
100
50
0
Very
Dissatisfied
Dissatisfied
2
21
7
8
76
21
174
161
206
149
77
102
13
34
182
101
Satisfied
Very
Satisfied
2
8
174
149
Class size
21
76
161
77
Temperature of classroom
206
102
Furnishings (desk,7chair, etc.) 21
182
101
Noise control (The13classroom is34a distraction
free environment)
Very Satisfied
Satisfied
Dissatisfied
Figure B-1.
Class size
Very Dissatisfied
Temperature of Furnishings (desk, Noise control (The
classroom
chair, etc.)
classroom is a
distraction free
environment)
Lab Classroom Environment:
Created by the Institutional Research Department
Page 12 of 15
Lab Classroom Environment:
Students were asked to choose their level of satisfaction with lab equipment in specific labs.
Very
Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
48
16
19
47
14
10
12
19
11
7
10
25
12
8
9
6
Satisfied
Very Satisfied
34
15
17
42
17
11
15
17
12
8
10
25
12
10
7
8
Satisfied
Very Satisfied
43
19
21
45
16
12
14
19
19
10
15
29
15
11
11
10
The equipment is in good working condition
Nursing/CNA
Respiratory
Surgical
Sciences (Bio, Chem, Micro)
Culinary
HVAC
Radiography
Medical Assistant
4
2
1
2
0
0
0
1
8
4
3
4
3
4
3
3
Very
Dissatisfied
Dissatisfied
There are adequate supplies available
Nursing/CNA
Respiratory
Surgical
Sciences (Bio, Chem, Micro)
Culinary
HVAC
Radiography
Medical Assistant
5
2
1
2
0
0
0
0
15
3
4
3
3
2
2
4
Very
Dissatisfied
Dissatisfied
There is adequate space to perform activities
Nursing/CNA
Respiratory
Surgical
Sciences (Bio, Chem, Micro)
Culinary
HVAC
Radiography
Medical Assistant
3
1
0
2
1
0
0
0
5
3
2
2
3
2
2
2
Library:
Created by the Institutional Research Department
Page 13 of 15
Library:
29% of respondents stated they use the library frequently and 26% reported frequently using
the online resources. (See figures B-1 and C-1)
How often do you use the library's online
Occasiona
Frequently
Rarely
resources?
lly
13%
89 the library?
122
67
How often do you use
82 the library's
120 online resources?
67
How often26%
do you use
Never
30
42
How often do you use the library?
22%
10%
Figure B-1.
Frequently
29%
39%
Occasionally
Rarely
Never
22%
39%
Frequently
Occasionally
Rarely
Never
Figure C-1.
Yes
No
8%
Yes
No
92%
When asked if satisfied with the hours of
operation, 92% stated they were. (See figure D-1)
92%
8%
Figure D-1.
95% of respondents felt the library met their
needs. (See figure E-1)
Yes5%
No
Yes
No
95%
5%
95%
Figure E-1.
Student Activities:
Created by the Institutional Research Department
Page 14 of 15
Student Activities:
Have you ever attended an event sponsored
by Student Activities?
Students were asked questions pertaining
to student activities.
Have you ever attended an event sponsored by Student Activities?
43.7%
Yes
56%
56.3%
No
Do you look for extracurricular activities to
participate in on your campus?
44%
Figure F-1.
o you look for extracurricular activities to participate in on your campus?
30%
30.2%
Yes
69.8%
No
Yes
No
70%
Figure G-1.
Yes
34% of Wheeling students stated
they do use Centre Town fitness
while 23% of New Martinsville
students utilize Prodigy Wellness.
No
Yes
No
Do you66%
use Centre Town
34% Fitness77%
if66%
you are a Wheeling Campus student?
Do you use Prodigy Wellness
23%
Center
77%if you are a New Martinsville Campus student?
34%
Do you use Centre Town
Fitness if you are a Wheeling
Campus student?
23%
Do you use Prodigy Wellness
Center if you are a New
Martinsville Campus student?
Yes
No
16%
When asked if they would take
advantage of free wellness programs
if they were offered, 84% of
respondents stated yes.
Yes
No
Yes
84%
84%
16%
No
Figure H-1.
Students were asked rate their satisfaction with specific student activities services.
Dissatisfied
Satisfied
Not Applicable
Please indicate your level of satisfaction concerning Student Activities?
The number of events held on your campus
The sports that are offered at WVNCC
Promotion of Student Activities events
11
35
21
189
100
178
92
152
90
Educational entertainment programming (Diversity programs,
Women's
history
presentations)
Entertainment
programming
(Hypnotist, Chicken
Fest)
22
137
129
16
176
100
Created by the Institutional Research Department
Page 15 of 15