Understanding and
Applying the Noel-Levitz
Student Satisfaction Survey
Department of Institutional Research
Topics
Δ The Survey Instrument
Δ Administration of the Survey
Δ Responses
Δ Findings
Δ Next Steps
Δ Resources
The Leichert Scale (1 – 7)
Δ Importance / Satisfaction
Δ 1 = Not At All
Δ 2 = Not Very
Δ 3 = Somewhat Not
Δ 4 = Don’t Know / Neutral
Δ 5 = Somewhat
Δ 6 = Important / Satisfied
Δ 7 = Very
The Survey Instrument
Δ Two Year Community College Form A
Δ Focused on 12 Areas of Emphasis
including
Δ Student Services
Δ Instruction
Δ Campus Environment
Administration of the Survey
Δ Survey ran from Feb. 15th to Mar. 14th
Δ Email invitation sent to each student with
a MyCR account
Δ Secondary email sent to any personal
email addresses provided
Δ Two email reminders sent to nonresponding students
Responses
Δ 831 Students Responded
Δ 11% Response Rate
Δ Noel-Levitz expects a 10-20% Response
Rate
Respondent Summary
400
350
300
250
Full Time
Part Time
200
150
100
50
0
101 Corridor
Del Norte
Klamath-Trinity
Mendocino
Online
Respondent Summary
4000
35%
3500
30%
3000
25%
2500
20%
Full Time
Part Time
2000
15%
1500
10%
1000
5%
500
0%0
101
101Corridor
Corridor
Del
Del Norte
Norte
Klamath-Trinity
Klamath-Trinity
Mendocino
Mendocino
Online
Respondent Summary
400
350
300
250
Female
200
Male
150
100
50
0
AfricanAmerican
American
Indian
Asian / PI
Caucasian
Hispanic
Unknown
Respondent Summary
3000
16%
14%
2500
12%
2000
10%
Female
1500
8%
Male
6%
1000
4%
500
2%
0%0
AfricanAfricanAmerican
American
American
American
Indian
Indian
Asian
Asian// PI
PI
Caucasian
Hispanic
Unknown
In a nut shell…
Importance
Satisfaction
Prioritize Rank
by Averageby Average
Top 25% ImportanceSatisfaction
Top 40
80 80
Most Important
Highest Satisfaction
to Least Important
to Lowe Satisfaction
Questions
Questions
Bottom 25%
In a nut shell…
Importance
Top 40
Satisfaction
+
Top 25%
=
Strength
+
Bottom 25%
=
Challenge
In a nut shell…
GAP Score
=
NotGood
as good
Importance
- Satisfaction
Median GAP Score = .79
CR vs. National Satisfaction
Satisfaction Levels: CR vs. Nation
7
6
5
4
CR
3
Nat'l
2
1
Questions
70
69
66
65
63
61
58
55
52
48
46
43
42
41
40
36
35
34
32
31
29
28
20
18
15
14
13
12
8
7
6
5
3
0
Higher than National Average
3 The quality of instruction in the vocational/technical programs is excellent.
5 The personnel involved in registration are helpful.
6 My academic advisor is approachable.
7 Adequate financial aid is available for most students.
12 My academic advisor helps me set goals to work toward.
18 The quality of instruction I receive in most of my classes is excellent.
20 Financial aid counselors are helpful.
28 It is an enjoyable experience to be a student on this campus.
29 Faculty are fair and unbiased in their treatment of individual students.
31 The campus is safe and secure for all students.
Higher than National Average
36 Students are made to feel welcome on this campus.
40 My academic advisor is knowledgeable about the transfer requirements of
other schools.
41 Admissions staff are knowledgeable.
43 Class change (drop/add) policies are reasonable.
48 Counseling staff care about students as individuals.
58 Nearly all of the faculty are knowledgeable in their fields.
61 Faculty are usually available after class and during office hours.
63 I seldom get the "run-around" when seeking information on this campus.
66 Program requirements are clear and reasonable.
70 I am able to experience intellectual growth here.
Lower than National Average
8 Classes are scheduled at times that are convenient for me.
32 My academic advisor is knowledgeable about my program requirements.
34 Computer labs are adequate and accessible.
42 The equipment in the lab facilities is kept up to date.
65 Students are notified early in the term if they are doing poorly in a class
69 There is a good variety of courses provided on this campus.
Identified Strengths
14 Library resources and services are adequate.
18 The quality of instruction I receive in most of my classes is excellent.
28 It is an enjoyable experience to be a student on this campus.
31 The campus is safe and secure for all students.
36 Students are made to feel welcome on this campus.
41 Admissions staff are knowledgeable.
43 Class change (drop/add) policies are reasonable.
Identified Strengths
58 Nearly all of the faculty are knowledgeable in their fields.
61 Faculty are usually available after class and during office hours.
70 I am able to experience intellectual growth here.
71 The effort required of my courses is what I expected.
73 I am able to effectively manage my study time and complete assignments
on time.
80 I attend CR in order to complete a 2-year degree, transfer to a 4-year
institution, or achieve a certificate
Identified Challenges
7 Adequate financial aid is available for most students.
8 Classes are scheduled at times that are convenient for me.
12 My academic advisor helps me set goals to work toward.
13 Financial aid awards are announced to students in time to be helpful in
college planning.
20 Financial aid counselors are helpful.
32 My academic advisor is knowledgeable about my program requirements.
34 Computer labs are adequate and accessible.
Identified Challenges
40 My academic advisor is knowledgeable about the transfer requirements
of other schools.
42 The equipment in the lab facilities is kept up to date.
52 This school does whatever it can to help me reach my educational goals.
65 Students are notified early in the term if they are doing poorly in a class.
69 There is a good variety of courses provided on this campus.
77 Courses are offered at the locations that best fit my needs.
79 Classrooms and classroom equipment are kept up-to-date and in good
repair.
Overall Satisfaction
College Experience Met Expectations
Better Than Expected
53%
About the Same as Expected
36%
Worse Than Expected
7%
Overall Satisfaction
Satisfied
81%
Neutral
7%
Dissatisfied
9%
Enroll at CR Again?
Yes
85%
Don't Know
7%
No
5%
Next Steps (recommended by
Noel-Levitz)
§ Identify an Action Team
§ Review Data by Target Groups
§ Demographic Variables
§ Focus Groups?
§ Qualitative Data
§ Address Specific Items/Areas
§ Involve more Students and Campus
Personnel
Response Plan - Strengths
§ Share the Results
§ Use with recruiting materials
§ Incorporate Results in Public Relations
Plans
§ Use departments doing well as models
Response Plan - Weaknesses
§ Identify no more than 3-5 for any given
academic year
§ Next steps and timelines
§ Areas that can be fixed with appropriate
information
§ Short-term/quick response items
§ Long-term strategic plan
Survey Again
Δ Annually or Bi-annually
Δ Inform of changes implemented
Δ Identify areas that have seen
improvement
Δ Identify areas that have not seen
improvement
Resources: Charts
Importance Scores in Background
7
Average of 7 IMP
SAT
6
5
FT / PT
4
Current Class Load
Full-time
Part-time
(blank)
3
Satisfaction Scores in Foreground
2
1
Location
0
101 Corridor
Del Norte
Klamath-Trinity
Location
Mendocino
Online
(blank)
Resources: Survey Questions
#
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
Question
IMP: Most students feel a sense of belonging here.
IMP: Faculty care about me as an individual.
IMP: The quality of instruction in the vocational/technical programs is excellent.
IMP: Security staff are helpful.
IMP: The personnel involved in registration are helpful.
IMP: My academic advisor is approachable.
IMP: Adequate financial aid is available for most students.
IMP: Classes are scheduled at times that are convenient for me.
IMP: Internships or practical experiences are provided in my degree/certificate program.
IMP: Child care facilities are available on campus.
IMP: Security staff respond quickly in emergencies.
IMP: My academic advisor helps me set goals to work toward.
IMP: Financial aid awards are announced to students in time to be helpful in college planning.
IMP: Library resources and services are adequate.
IMP: I am able to register for classes I need with few conflicts.
IMP: The college shows concern for students as individuals.
IMP: Personnel in the Veterans' Services program are helpful.
IMP: The quality of instruction I receive in most of my classes is excellent.
IMP: This campus provides effective support services for displaced homemakers.
IMP: Financial aid counselors are helpful.
Avg IMP IMP Rank Avg SAT SAT Rank GAP GAP Rank
5.57
75
5.27
53 0.30
4
6.16
60
5.51
29 0.65
21
6.33
32
5.54
27 0.79
40
5.51
77
4.87
72 0.64
20
6.37
24
5.63
22 0.74
32
6.42
16
5.57
25 0.85
44
6.50
11
5.31
49 1.19
70
6.53
7
5.20
59 1.33
76
6.00
70
4.65
79 1.35
78
5.17
79
4.77
76 0.41
8
6.18
56
4.99
69 1.19
69
6.29
36
5.16
61 1.14
64
6.34
30
5.00
68 1.33
77
6.43
15
5.68
17 0.75
34
6.58
5
5.50
30 1.07
59
6.22
47
5.14
62 1.08
60
5.54
76
4.78
75 0.75
35
6.70
1
5.83
7 0.87
48
5.72
74
4.98
70 0.75
33
6.39
21
5.26
54 1.13
63
Resources: Auto Filter Top 40
Spreadsheet
Δ Allows User to Filter by Any Factor
Δ Shows Differences from Average
Satisfaction
FT @ Eureka vs. Overall
7.00
6.50
6.00
Cohort Avg
Total Average
5.50
5.00
4.50
4.00
3 5 6 7 8 12 13 14 15 18 20 28 29 31 32 34 35 36 40 41 42 43 46 48 52 55 58 61 63 65 66 69 70 71 73 74 75 77 79 80
Communicating the Data:
Student Services Mtg. 6/11/10
Where was everybody at?
16
14
12
10
8
6
4
2
0
Where are we
going?
Between 1 & 2
I'm on my way
Between 2 & 3
I'm there!
Survey Results can be found at…
Δ Enrollment Management Page
Δ IR Survey Page
For more information
Δ Zachary DeLoach
Δ AD106A
Δ X4268
Δ Zachary-DeLoach@redwoods.edu