Currently Enrolled Student Survey
The Last Ten Years (2005 to 2014)
Graphical Information
The Currently Enrolled Student Survey is a tool for evaluating service quality. Each year every student is
given an opportunity to rate their experiences with various offices and online resources. Departments
such as Student Financial Aid and Parking Services are measured by six questions regarding helpfulness,
ease of contact, responsiveness, the quality of information received, online information resources, and
“going the extra mile” to provide service. Ratings are on a scale from 1 (poor) to 5 (excellent), and a 4.0
mean rating or higher meets Texas Tech’s standard for providing quality service. (Students may also add
lengthy comments about each service.)
Emphasized in this report are the services that have been evaluated in the same manner for an
extended period of time (usually ten years). For each area there are two charts. First, a summary trend
chart shows the average result of those who answered all six standard questions in a given year. A
second chart shows the yearly ratings by individual question. (Question order is determined by the
ratings in 2014, and the color coding is consistent for all similar charts.)
Table of Contents
Introduction & Table of Contents
Ten-Year Summary of Ratings by Classification & College
Common-Question Sets Over 10 Years
Part One – Major Areas of Service, Common Question Set
Academic Advising
Student Financial Aid
Student Business Services
The Registrar
Parking Services
The Library
The Learning Center
Part Two – Other Areas of Service
Regarding Your Education
General TTU Experience
Raiderlink Web Site
MyTech Tab in Raiderlink
Online Registration
TTU Web Site
Information Technology (All data)
Information Technology (Selected data)
Computer Labs
Distance Learning
Active Learning & Engagement
Supplemental Instruction
Part Three – Histograms for Departments & Areas
A technical note on validating trends
CES Ten-Year Report 2005-14
Institutional Research, 3/9/2015
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Page 1
Ten-Year Summary of Ratings in General
Overall, ratings over the last 10 years have been consistently high – averaging just below the 4.0
standard of performance.
The ratings by freshmen are highest. The scores by those in the Graduate School are almost as high.
Ten-Year Summary
Ten-Year Summary
(Showing the Mean ± Margin of Error)
(Showing the Mean ± Margin of Error)
BY CLASSIFICATION
BY COLLEGE
5.0
5.0
4.5
4.5
4.0
4.0
3.5
3.5
3.0
3.0
2.5
2.5
2.0
2.0
1.5
1.5
1.0
1.0
FR
SO
JR
SR
GR
LAW UNIV
Undergraduate ratings decline by classification. (Sophomore are less pleased than freshmen; juniors are
less satisfied than sophomores; etc., etc.) Each service encounter is an opportunity for the student to be
pleased or disappointed, and the declining scores over time is likely a reflection of accumulated service
failures. (We know from the comments that especially bad service is long-remembered.) That the
amount of decline is so slight is almost another indicator of success – if poor service were more
common, a steeper decline would be expected.
Students in Agriculture, Business, Education, and Human Sciences tend to be more pleased than those in
Architecture, Engineering, and the Arts.
CES Ten-Year Report 2005-14
Institutional Research, 3/9/2015
Page 2
Common Question Sets Over Ten Years
Overall, ratings of seven major service departments using the same six service questions over the ten
year period are good. A closer look will show improvement for the first four years, a decline in 2009
(when dissatisfaction over the aid disbursement debit card significantly lowered the ratings for financial
aid, business services and the registrar), a rebound in 2011, and a period of declining scores.
Overall Summary
Average of All Standard Question Sets
(Showing the Mean ± Margin of Error over 10 Years)
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2005 2006 2007 2008 2009 2010 2011 2012 2013 2014
Common Question Sets Over 10 Years
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2005
Helpful
2006
2007
Easy contact
2008
2009
Info. quality
2010
2011
Responsive
2012
Online
2013
2014
Goes Extra Mile
Helpfulness is frequently the highest-rated characteristic. Ease of contact, Information quality, and
Responsiveness are also often well-regarded. Going-the extra-mile always trails all the other
characteristics, but the difference is narrowing.
CES Ten-Year Report 2005-14
Institutional Research, 3/9/2015
Page 3
The following seven departments utilized a common suite of 6 questions.
THE UNITS:
THE COMMON QUESTIONS:
Academic Advising (p. 4)
Student Financial Aid (p. 5)
Student Business Services (p. 6)
The Registrar (p. 7)
Parking Services (p. 8)
The Library (p. 9)
The Learning Center (p. 10)
CES Ten-Year Report 2005-14
Making contact with this office was easy.
Online resources were useful to me.
Response time was reasonable.
The quality of the information I received was good.
The staff were helpful in addressing my requests.
The staff were willing to ‘go the extra mile’ to address my needs.
Institutional Research, 3/9/2015
Page 4
Academic Advising
Ratings for advising have been consistently above the 4.0 standard. After a long period of slowly rising
scores, the ratings have steadily declined in recent years.
Advising
Average of Those Answering All Six Questions
The Overall Mean ± Margin of Error over 10 Years
(& 4 Yrs. with a Normalized Col. & Classification Distribution)
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
Advising Ratings by Question Over 10 Years
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2005
Helpful
2006
2007
Easy contact
2008
2009
Responsive
2010
2011
Info. quality
2012
2013
Goes Extra Mile
2014
Online
Helpfulness is the best quality each year and it is rated well above the 4.0 standard. Going-the-extra-mile
is not as well regarded, but it meets the standard or is close to it every year. (Online resources have not
always been applicable in some program areas, so the lower but improving ratings for that is to be
expected.)
CES Ten-Year Report 2005-14
Institutional Research, 3/9/2015
Page 5
Student Financial Aid
Student Financial Aid is consistently below the standard, being often rated around 3.5.
Financial Aid
Average of Those Answering All Six Questions
The Overall Mean ± Margin of Error over 10 Years
(& 4 Yrs. with a Normalized Col. & Classification Distribution)
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
Financial Aid Ratings by Question Over 10 Years
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2005
Helpful
2006
Online
2007
2008
Info. quality
2009
2010
Responsive
2011
2012
Easy contact
2013
2014
Goes Extra Mile
Helpfulness is consistently the best quality. Low ratings for Ease-of-contact relate to students
complaining of difficulties getting answers over the phone and wait times for in-person service.
For 2014 the lesser-regarded qualities scored much better than in the past.
CES Ten-Year Report 2005-14
Institutional Research, 3/9/2015
Page 6
Student Business Services
Student Business Services ratings tend to track closely with the Financial Aid ratings but at a somewhat
higher level.
Student Business Services
Average of Those Answering All Six Questions
The Overall Mean ± Margin of Error over 10 Years
(& 4 Yrs. with a Normalized Col. & Classification Distribution)
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
Student Business Services by Question - 10 Years
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2005
Helpful
2006
2007
Info. quality
2008
2009
Responsive
2010
2011
Easy contact
2012
Online
2013
2014
Goes Extra Mile
As is often the case, helpfulness is the best quality and Going-the-extra-mile needs improvement.
Information quality is higher than is typical for most units. The items that were lower-rated in the past
are showing improvement.
CES Ten-Year Report 2005-14
Institutional Research, 3/9/2015
Page 7
The Registrar
The ratings for the registrar are often at or slightly below the 4.0 standard.
Registrar
Average of Those Answering All Six Questions
The Overall Mean ± Margin of Error over 10 Years
(& 4 Yrs. with a Normalized Col. & Classification Distribution)
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
Registrar by Question Over 10 Years
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2005
Helpful
2006
2007
Info. quality
2008
2009
Responsive
2010
2011
Easy contact
2012
Online
2013
2014
Goes Extra Mile
In comparison with the other units evaluated above, the Registrar is notable in that the Responsiveness
ratings are better than usual. Helpfulness is frequently at or above the 4.0 standard. Going-the-extramile is usually lowest, but it is not as far off the other ratings in recent years.
CES Ten-Year Report 2005-14
Institutional Research, 3/9/2015
Page 8
Parking Services
Parking Services had enjoyed a long series of rising scores early in the period, but that trend has
reversed and those gains appear to have been lost.
Parking Services
Average of Those Answering All Six Questions
The Overall Mean ± Margin of Error over 10 Years
(& 4 Yrs. with a Normalized Col. & Classification Distribution)
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
Parking Services by Question Over 10 Years
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2005
2006
Easy contact
2007
Online
2008
2009
Responsive
2010
2011
Info. quality
2012
Helpful
2013
2014
Goes Extra Mile
In comparison with the units evaluated above, Helpfulness is notable for being one of the lower-rated
service characteristics. Operational characteristics are best. Going-the-extra-mile trails all other
characteristics to a notable extent.
CES Ten-Year Report 2005-14
Institutional Research, 3/9/2015
Page 9
The Library
The Library is one of the highest rated units – being above the 4.0 standard every year.
Library
Average of Those Answering All Six Questions
The Overall Mean ± Margin of Error over 10 Years
(& 4 Yrs. with a Normalized Col. & Classification Distribution)
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
Library by Question Over 10 Years
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2005
Helpful
2006
2007
Info. quality
2008
Online
2009
2010
Easy contact
2011
2012
Responsive
2013
2014
Goes Extra Mile
In recent years there is little difference between the best-quality characteristic and the lowest-rated
one. All of the qualities have been above the 4.0 standard in recent years. Recent scores are not as high
as they once were.
CES Ten-Year Report 2005-14
Institutional Research, 3/9/2015
Page 10
The Learning Center
The academic support center has gone by different names over the years. Fewer students use and rate
this service, hence the larger margin of error. The 4.0 standard for quality falls within that margin of
error.
The Learning Center
Average of Those Answering All Six Questions
The Overall Mean ± Margin of Error over 10 Years
(& 4 Yrs. with a Normalized Col. & Classification Distribution)
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
Learning Center by Question Over 10 Years
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2005
2006
Easy contact
2007
Helpful
2008
2009
Info. quality
2010
2011
Responsive
2012
Online
2013
2014
Goes Extra Mile
Increasingly, the difference between the highest-rated and lowest-rated characteristic is narrowing.
CES Ten-Year Report 2005-14
Institutional Research, 3/9/2015
Page 11
PART TWO: Other Areas of Service
The following pair of “How would you rate …” questions have appeared for only 9 years. The ratings are
at or above the 4.0 standard, but the scores seem to be slipping downward.
Regarding Your Education
The Mean ± Margin of Error over 9 Years
(& 3 Yrs. with a Normalized Col. & Classification Distribution)
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
General TTU Experience
The Mean ± Margin of Error over 9 Years
(& 3 Yrs. with a Normalized Col. & Classification Distribution)
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
CES Ten-Year Report 2005-14
Institutional Research, 3/9/2015
Page 12
The Raiderlink section has been a part of the survey for only six years. Search is often the subject of
complaints.
Raiderlink Web Site by Question
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2005
2006
2007
2008
Attractive
2009
2010
Locate Info
2011
2012
2013
2014
Search
One can now say The MyTech Tab is reasonably useful in all regards.
Usefulness Questions - MyTech Tab in Raiderlink
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2005
2006
2007
Registering
CES Ten-Year Report 2005-14
2008
Fin. Aid
2009
2010
Paying Bill
2011
2012
2013
2014
Update Personal Info
Institutional Research, 3/9/2015
Page 13
Online Registration has been improving since the low in 2008.
Online Registration by Question Over 10 Years
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2005
2006
2007
2008
2009
2010
2011
Locate courses
Friendly interface
Navigating
Registration Easy
Response time
Help screens
2012
2013
2014
Instructions
The Texas Tech website is most appreciated for its appearance, although that characteristic is not as
well regarded as it once was. Usability is getting better. Search has improved.
TTU Website by Question Over 10 Years
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2005
2006
2007
2008
"Look"
CES Ten-Year Report 2005-14
2009
2010
Locate Info.
2011
2012
2013
2014
Search
Institutional Research, 3/9/2015
Page 14
Individual questions about Information Technology have come and gone over time. The top chart shows
all of the ratings. The lower chart is limited to those items appearing on the survey most consistently.
Information Technology by Question - 10 Years
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2005
2006
2007
2008
2009
2010
E-Mail
Blackboard
742-HELP
CBT Training
Cloud Printing
Wireless
2011
2012
2013
2014
Software Avail.
With the exception of “wireless,” all of the services are now meeting the 4.0 standard.
Selected Information Technology by Question
10 Years
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2005
2006
2007
Blackboard
CES Ten-Year Report 2005-14
2008
E-Mail
2009
742-HELP
2010
2011
2012
Software Avail.
Institutional Research, 3/9/2015
2013
2014
Wireless
Page 15
At the computer lab the student used most often (usually academic department labs, the library, and
various ATLC’s), availability has increased to meet or exceed the 4.0 standard. Hardware and software
has been at or above the standard for the entire period.
Computer Labs by Question Over 10 Years
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014
Availability
Newness
Software
The distance learning section was expanded with new questions in 2009. The ratings are rather close
together over the last five years, but they are in a slight decline.
Distance Learning by Question Over 10 Years
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2005
CES Ten-Year Report 2005-14
2006
2007
2008
2009
2010
Course Web Site
Faculty access
D.L. Web Site
Technical assistance
2011
2012
2013
2014
Gen. experience
Institutional Research, 3/9/2015
Page 16
The following two sections have been added to the survey for only the last two years. Both are doing
consistently well, being at or near the 4.0 standard.
Active Learning and
Undergrad. Engagement
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2012
2013
2014
Helpful
Responsive
Online
Info. quality
Easy contact
Goes Extra Mile
Supplemental
Instruction
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
2012
CES Ten-Year Report 2005-14
2013
2014
Helpful
Info. quality
Goes Extra Mile
Easy contact
Responsive
Online
Institutional Research, 3/9/2015
Page 17
PART THREE: Histograms for the Departments and Areas
The first two charts in red are single-question items. All other charts represent total counts for multiple questions.
Regarding Your Education
General TTU Experience
Advising
20000
16000
100000
15000
12000
80000
10000
8000
60000
5000
4000
40000
0
0
20000
1 2 3 4 5
Financial Aid
1 2 3 4 5
Student Business Services
0
Parking Services
50000
50000
60000
40000
40000
50000
30000
30000
20000
20000
10000
10000
0
0
Registrar
Library
40000
30000
20000
10000
0
Learning Center
40000
80000
8000
30000
60000
6000
20000
40000
4000
10000
20000
2000
0
0
0
CES Ten-Year Report 2005-14
Institutional Research, 3/9/2015
Page 18
Raiderlink Web Site
30000
20000
MyTech Tab
80000
60000
Online Registration
120000
80000
40000
10000
20000
0
Distance Learning
0
I T Services
30000
60000
20000
40000
10000
20000
0
0
Computer Lab
Supplemental Instruction
25000
4000
20000
3000
15000
10000
0
TTU Web Site
50000
40000
30000
20000
10000
0
Learning & Engagement
1500
1000
2000
5000
1000
0
0
CES Ten-Year Report 2005-14
40000
Institutional Research, 3/9/2015
500
0
Page 19
Note: Normalized Test Samples for Validating Apparent Trends
Given that there are known differences in the characteristic responses of different populations by classification and by
college, and knowing that the response rates by college and classification vary in each survey year, we checked to see if
trend data was accurately reflecting changes of opinion or simply reflecting random changes in survey population.
For each summary chart below there are also four additional columns at the right where a year’s data was normalized
(“YearN”) as a test for possible distortions. The test years were evenly spaced over the ten-year period.
A standard population distribution was defined for 45 combinations of classification and college so that each
normalized year has, for example, the same proportion of agriculture freshmen, business juniors, and graduate
students in the arts, etc. The appropriate number of survey responses were randomly selected each year to make a
comparable survey database for each of the four test years. (Some oversampling was occasionally required.)
There is little, if any, difference between the normalized year results and the original survey year results. Thus, the
trends in the original data likely reflect real changes of opinion and are not some artifact arising from differences in
survey participation patterns from one year to another.
CES Ten-Year Report 2005-14
Institutional Research, 3/9/2015
Page 20