Bursar’s Office Survey
Spring 2003
Results for Undergraduate and Graduate Students
Prepared by the Office of Planning, Budget, and Analysis
March 14, 2003
The Bursar’s Office Survey was designed to collect information that
could be used by the Bursar’s Office to improve customer service.
The survey was administered in February 2003 to stratified random
samples of CU-Boulder undergraduate and graduate students, and to
a random sample of parents of CU-Boulder freshmen and
sophomores. The questionnaire for students was administered over
the internet and consisted of 21 items of several types, including
multiple-response and open-ended items. The questionnaire for
parents was administered through the U.S. Mail and consisted of 26
items, most of which paralleled those of the student questionnaire.
This report describes results of the student survey. Results of the
parent survey will be provided in a subsequent report.
The percentage of the sample who responded to the survey was
comparable to percentages observed in recent surveys on the CUBoulder campus. Information on sample sizes and response rates, by
student level, is provided in Table 1.
Table 1. Response Rates, by Student Level
Student level
Undergraduate
Graduate
Population
21,225
3,924
Sample
500
300
Repondents
186
157
Response
rate
37%
52%
Results are reported for undergraduates, graduates, and for the total
group of students. Total group statistics (n-counts, percentages, and
means) are weighted to adjust statistically for both differential
sampling fractions and non-response within undergraduate and
graduate subgroups.
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Summary of Results
Billing questions. Most students get their billing questions answered
via Personal Look-Up Services (PLUS), or by telephoning or visiting
the Bursar’s Office. Seventy-four percent of students indicated that
they use PLUS to answer billing questions; 12% indicated that they
use a combination of PLUS, phone calls, and in-person visits.
FERPA awareness. Most students (66%) were not aware of FERPA
before participating in the survey.
Reasons for contacting Bursar’s Office. Tuition and fees were cited
as the most important reason for contacting the Bursar’s Office by a
majority of students (83%). Eleven percent of students reported that
they contact the Bursar’s Office concerning both tuition and fees and
financial aid.
Phoning/visiting the Bursar’s Office. Equal percentages of students
(45%) reported phoning the Bursar’s Office between one and two
times each semester, or not at all. Only 8% of students reported
phoning between 3 and 6 times each semester. Fifty-nine percent of
students reported visiting the Bursar’s Office once or twice each
semester.
Bills. Most students (71%) preferred to receive their bill via U.S.
Mail, and 62% reported that they were aware of the Billing Address
Option. A majority of students (68%) indicated that they read some
or most of the information that is enclosed with bills. Students
reported that bills are typically paid by either the students themselves
(46%) or by parents/guardians (40%). About 22% of students
reported that they are signed up for E-bill.
Contacting the Bursar’s Office. The most preferred methods of
contacting the Bursar’s Office are in person or by phone (43% and
34%, respectively). Thirty-two percent of students reported that they
used both of these contact methods.
Aspects of the Bursar’s Office. Students rated the Bursar’s Office
highest in the areas of accuracy of information received (mean = 3.9
on a five-point scale with 5 being the highest), courtesy of staff (3.8),
professionalism of staff (3.8), and completeness of information
received (3.8). Somewhat lower ratings were given to ease of finding
information on the Bursar’s Office website (3.4) and quality of the
E-bill option (3.4).
Direct deposit. Thirty-three percent of students reported that they use
direct deposit for their refunds. Similar percentages reported that
they did not use direct deposit or did not receive refunds (34% and
32%, respectively).
Payment options. U.S. Mail and cashiers’ windows were reported as
the most common payment options (48% and 24%, respectively).
About 10% of students indicated that they use both of these options.
Complete results are displayed in tabular form, beginning on page 3
of this report.
Extended-Response Items
Extended response items are presented in their entirety in the last
section of this report (pages 14-39). In addition, a summary of the
percentages of students providing non-informative comments (e.g.,
“no,” “none,” “didn’t know,” “wasn’t sure”) is provided.
Results of Incentive Experiment
The Bursar’s Office gave Planning, Budget, and Analysis staff
permission to investigate the effects of incentives on student
participation. Two-thirds of the undergraduate and graduate samples
were offered a chance at winning one of two $500 scholarships for
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7/12/2016
participating in the survey. Students were randomly assigned to
either an incentive or non-incentive group. The response rates for
undergraduates in these two groups were very similar (38%
incentive, 36% non-incentive). Graduate students were more likely
to respond to the survey when offered an incentive (55% response
rate for incentive group vs. 48% for non-incentive group). These
results are summarized in Table 2.
Table 2. Response Rates for
Incentive and Non-incentive Groups
Student level
Undergraduate
Graduate
Incentive
offered
Yes
No
Yes
No
Sample
335
165
200
100
Respondents
126
60
109
48
Response
rate
37.6
36.4
54.5
48.0
In general, respondents in the incentive and non-incentive groups did
not differ substantially with respect to such characteristics as
race/ethnicity, gender, cumulative GPA, and CU-Boulder college.
There are some differences between the incentive and non-incentive
groups with respect to responses on particular items. For example,
graduate respondents who were offered an incentive rated the
Bursar’s Office somewhat higher on 10 of the 11 items in the
“Aspects of the Bursar’s Office” section of the questionnaire. The
differences on these items between the incentive and non-incentive
groups were not statistically significant. This result is somewhat
puzzling. A similar result was not found for undergraduate
respondents.
The results of the incentive experiment suggest that reduced
incentives, or none at all, might have only minimal effects on the
response rates and responses of undergraduates. Such reasoning may
not necessarily pertain to graduate students, however. Planning,
Budget, and Analysis plans to conduct additional experiments
concerning the effects of incentives.
2
Bursar’s Office Survey
Spring 2003
Results for Undergraduate and Graduate Students
Prepared by the Office of Planning, Budget, and Analysis
March 14, 2003
Question 2: How do you get most of your billing questions answered?
(Select up to three responses)
Subgroup
Undergraduate
N
Q2:
No
Yes
Q2:
Yes
No
Q2:
No
Yes
Q2:
No
Yes
Q2:
No
Yes
Q2:
No
Yes
Q2:
No
Yes
Q2:
No
Yes
%
Graduate
N
%
Total group
Weighted
N
%
Billing Qs via: Auto Voice Resp.
181
5
97.3
2.7
153
4
97.5
2.5
334
9
97.3
2.7
135
51
72.6
27.4
127
30
80.9
19.1
253
90
73.9
26.1
163
23
87.6
12.4
122
35
77.7
22.3
295
48
86.1
13.9
108
78
58.1
41.9
91
66
58.0
42.0
199
144
58.1
42.0
166
20
89.2
10.8
147
10
93.6
6.4
308
35
90.0
10.1
171
15
91.9
8.1
145
12
92.4
7.6
316
27
92.0
8.0
173
13
93.0
7.0
152
5
96.8
3.2
321
22
93.6
6.4
103
83
55.4
44.6
93
64
59.2
40.8
192
151
56.0
44.0
Billing Qs via: PLUS
Billing Qs via: Bursar web site
Billing Qs via: Phone call
Billing Qs via: Friends
Billing Qs via: Email bursars
Billing Qs via: Publications
Billing Qs via: In person
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3
Most Common Combinations of Responses to Question 2, by Subgroup
How do you get most of your billing questions answered? (Select up to three responses)
Undergraduates
Response combination
PLUS, phone call, in person
PLUS, phone call
PLUS
PLUS, in person
In person
Graduates
N
24
21
21
19
10
Pct.
12.9
11.3
11.3
10.2
5.4
Total group
Response combination
PLUS
PLUS, phone call
PLUS, in person
PLUS, phone call, in person
PLUS, Bursar web site, phone call
N
23
22
21
14
11
Pct.
14.7
14.0
13.4
8.9
7.0
Response combination
PLUS, phone call, in person
PLUS
PLUS, phone call
PLUS, in person
In person
Question 3: Of the responses you selected above, which is the most common way of getting your billing questions answered?
response)
Weighted
N
42
41
40
37
19
Weighted
Pct.
12.3
11.8
11.7
10.7
5.4
(Select only one
Subgroup
Undergraduate
N
Q3: Most common way to answer billing Qs
PLUS
Phone call
In person
Bursar web site
Other, please specify
Friends
Email bursars
No response
Publications
%
78
37
41
6
5
8
5
4
2
Graduate
N
41.9
19.9
22.0
3.2
2.7
4.3
2.7
2.2
1.1
%
83
30
25
8
8
-2
1
--
52.9
19.1
15.9
5.1
5.1
-1.3
0.6
--
Total group
Weighted
N
%
150
68
72
12
11
12
8
7
3
43.6
19.8
21.1
3.5
3.1
3.6
2.5
1.9
0.9
Question 4: There is a federal law (FERPA) that restricts us from giving detailed billing information to your parents (or other third parties)
unless we have written consent from you. Were you aware of this law before taking this survey?
Subgroup
Undergraduate
N
Q4: Aware of FERPA?
No
Yes
No response
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123
61
2
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%
66.1
32.8
1.1
Graduate
N
%
99
57
1
63.1
36.3
0.6
Total group
Weighted
N
%
225
114
4
65.7
33.3
1.0
4
Question 5: What are the most important reasons you have for contacting our office? (Select up to three responses.)
Subgroup
Undergraduate
N
Q5:
Yes
No
Q5:
No
Yes
Q5:
No
Yes
Q5:
No
Yes
Q5:
No
Yes
Q5:
No
Yes
Q5:
No
Yes
Q5:
No
Yes
Contact for:
Contact for:
%
Graduate
N
%
Total group
Weighted
N
%
Tuition and fees
155
31
83.3
16.7
127
30
80.9
19.1
285
58
83.0
17.1
164
22
88.2
11.8
138
19
87.9
12.1
302
41
88.0
12.0
166
20
89.2
10.8
130
27
82.8
17.2
303
40
88.2
11.8
163
23
87.6
12.4
144
13
91.7
8.3
303
40
88.3
11.7
174
12
93.5
6.5
146
11
93.0
7.0
321
22
93.5
6.5
140
46
75.3
24.7
119
38
75.8
24.2
258
85
75.4
24.7
106
80
57.0
43.0
95
62
60.5
39.5
197
146
57.5
42.5
167
19
89.8
10.2
138
19
87.9
12.1
307
36
89.5
10.5
Late & serv charges
Contact for: Ward. charges/hlth ins
Contact for:
Contact for:
Contact for:
Contact for:
Contact for:
Fines
Financial stop
Refund
Financial aid
Addresses
Most Common Combinations of Responses to Question 5, by Subgroup
What are the most important reasons you have for contacting our office? (Select up to three responses.)
Undergraduates
Response combination
Tuition and fees
Tuition & fees, financial
aid
Tuition & fees, refund,
financial aid
Tuition and fees, refund
N
41
Pct.
22.0
Response combination
Tuition and fees
N
36
Pct.
22.9
21
11.3
17
10.8
21
10
11.3
5.4
13
10
8.3
6.4
Tuition and fees, fines
6
3.2
Tuition and fees, financial aid
Tuition & fees, refund, financial
aid
Financial aid
Tuition & fees, Wardenburg
charges/health ins.
Total group
Weighted
Response combination
N
Tuition and fees
76
Tuition and fees,
financial aid
38
Tuition & fees, refund,
financial aid
37
Tuition & fees, refund
16
8
5.1
Financial aid
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Graduates
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13
Weighted
Pct.
22.2
11.2
10.8
4.7
3.7
5
Question 6: Typically, how many times do you telephone the Bursar's Office in a semester?
Subgroup
Undergraduate
N
Q6: Times phone Bursar's / semester
0 times
1-2 times
3-6 times
No response
%
82
85
16
3
Graduate
N
44.1
45.7
8.6
1.6
%
81
69
5
2
51.6
43.9
3.2
1.3
Total group
Weighted
N
%
155
156
27
5
45.3
45.4
7.8
1.6
Question 7: Typically, how many times do you visit the Bursar's Office (in Regent Hall) in a semester?
Subgroup
Undergraduate
N
Q7: Times visit Bursar's / semester
1-2 times
0 times
3-6 times
No response
7-12 times
109
49
23
3
2
%
Graduate
N
58.6
26.3
12.4
1.6
1.1
%
95
52
8
1
1
60.5
33.1
5.1
0.6
0.6
Total group
Weighted
N
%
202
94
39
5
3
58.9
27.4
11.2
1.5
1.0
Question 8: How do you prefer to receive your bill?
Subgroup
Undergraduate
N
Q8: How prefer to receive your bill?
U.S. Mail
Internet
No preference
No response
133
26
26
1
%
71.5
14.0
14.0
0.5
Graduate
N
106
39
11
1
%
67.5
24.8
7.0
0.6
Total group
Weighted
N
%
243
54
44
2
70.9
15.7
12.9
0.6
Question 9: Were you aware that there is a Billing Address option, where your bills can be mailed to an address other than your permanent or
mailing address?
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6
Subgroup
Undergraduate
N
Q9: Aware of Billing Address option?
Yes
No
No response
%
117
66
3
Graduate
N
62.9
35.5
1.6
%
92
63
2
58.6
40.1
1.3
Total group
Weighted
N
%
214
124
5
62.2
36.2
1.6
Question 10: How much of the information that is enclosed with the bills do you read?
Subgroup
Undergraduate
N
Q10: How much enclsd. info. is read?
Some
Most
All
None
No response
%
69
59
37
20
1
Graduate
N
37.1
31.7
19.9
10.8
0.5
%
51
53
37
13
3
32.5
33.8
23.6
8.3
1.9
Total group
Weighted
N
%
125
110
70
36
2
36.4
32.0
20.5
10.4
0.8
Question 12: Who is responsible for paying your bill?
Subgroup
Undergraduate
N
Q12: Who pays your bill?
Self
Parent/guardian
Department
Other, please specify
No response
Sponsor
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%
79
88
-16
2
1
42.5
47.3
-8.6
1.1
0.5
Graduate
N
102
5
33
10
3
4
%
65.0
3.2
21.0
6.4
1.9
2.5
Total group
Weighted
N
%
158
139
11
28
4
3
46.0
40.4
3.2
8.3
1.2
0.9
7
Question 13: Are you signed up for E-bill (allowing you to view and pay your bill on-line)?
Subgroup
Undergraduate
N
Q13: Are you signed up for E-bill?
No
Yes
No response
145
40
1
%
78.0
21.5
0.5
Graduate
N
116
40
1
%
73.9
25.5
0.6
Total group
Weighted
N
%
265
76
2
77.3
22.1
0.6
Question 15: How do you contact the Bursar's Office? (Select up to three responses)
Subgroup
Undergraduate
N
Q15:
Yes
No
Q15:
No
Yes
Q15:
Yes
No
Q15:
No
Yes
Q15:
No
Yes
Q15:
No
Yes
Q15:
No
Yes
Contact Bursar's:
Contact Bursar's:
Contact Bursar's:
Contact Bursar's:
Contact Bursar's:
Contact Bursar's:
Contact Bursar's:
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%
Graduate
N
%
Total group
Weighted
N
%
Phone
126
60
67.7
32.3
108
49
68.8
31.2
233
110
67.9
32.1
154
32
82.8
17.2
104
53
66.2
33.8
275
68
80.2
19.8
137
49
73.7
26.3
103
54
65.6
34.4
248
95
72.4
27.6
175
11
94.1
5.9
149
8
94.9
5.1
323
20
94.2
5.8
148
38
79.6
20.4
122
35
77.7
22.3
272
71
79.3
20.7
181
5
97.3
2.7
157
--
100.0
--
335
8
97.7
2.3
171
15
91.9
8.1
153
4
97.5
2.5
318
25
92.8
7.2
E-mail
In person
U.S. Mail
Internet
Fax
No Preference
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8
Most Common Combinations of Responses to Question 15, by Subgroup
How do you contact the Bursar's Office? (Select up to three responses)
Undergraduates
Response combination
Phone, in person
In person
Phone, in person, internet
Phone
No response / no pref.
Graduates
N
63
29
14
12
11
Pct.
33.9
15.6
7.5
6.5
5.9
Response combination
Phone, in person
Phone
Phone, e-mail, in person
In person
Phone, in person, internet
N
34
19
17
16
12
Pct.
21.7
12.1
10.8
10.2
7.6
Total group
Weighted
Response combination
N
Phone, in person
110
Phone, in person, internet
26
Phone
25
Phone, e-mail, in person
21
No response / no pref.
19
Weighted
Pct.
32.0
7.6
7.3
6.2
5.6
Question 16: Of the responses you selected above, which is your most preferred way of contacting the Bursar's Office? (Select only one response)
Subgroup
Undergraduate
N
Q16: Most pref. method of contact
In person
Phone
E-mail
Internet
No Preference
No response
U.S. Mail
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%
85
62
14
10
10
2
3
45.7
33.3
7.5
5.4
5.4
1.1
1.6
Graduate
N
%
44
62
28
13
7
3
--
28.0
39.5
17.8
8.3
4.5
1.9
--
Total group
Weighted
N
%
147
118
31
20
18
4
5
42.9
34.3
9.1
5.8
5.2
1.2
1.4
9
Descriptive Statistics for Question 17, Aspects of Bursar's Office
Undergraduates
Number responding,
by response option
Percent responding,
by response option
Q17: Aspects of Bursar's Office
1
2
3
4
5
1
2
3
4
5
N
miss.
N
resp.
Mean
Std.
dev.
Courteousness of staff
Professionalism of staff
Promptness of service
Ease of understanding bills
Ease of finding info. on our website
Quality of E-bill option
Accuracy of information I received
Completeness of information I received
Knowledge of staff on billing issues
Clarity of explanations I received
Overall quality of service I received
3
3
4
5
8
2
4
4
5
8
5
13
6
22
20
13
8
10
7
15
16
6
37
43
50
47
55
19
37
44
35
39
44
79
78
70
73
54
19
78
81
75
74
93
35
35
25
29
14
8
45
38
31
30
23
1.8
1.8
2.3
2.9
5.6
3.6
2.3
2.3
3.1
4.8
2.9
7.8
3.6
12.9
11.5
9.0
14.3
5.8
4.0
9.3
9.6
3.5
22.2
26.1
29.2
27.0
38.2
33.9
21.3
25.3
21.7
23.4
25.7
47.3
47.3
40.9
42.0
37.5
33.9
44.8
46.6
46.6
44.3
54.4
21.0
21.2
14.6
16.7
9.7
14.3
25.9
21.8
19.3
18.0
13.5
19
21
15
12
42
130
12
12
25
19
15
167
165
171
174
144
56
174
174
161
167
171
3.8
3.8
3.5
3.6
3.4
3.4
3.9
3.8
3.7
3.6
3.7
0.9
0.9
1.0
1.0
1.0
1.0
0.9
0.9
1.0
1.0
0.8
Descriptive Statistics for Question 17, Aspects of Bursar's Office
Graduates
Number responding,
by response option
Percent responding,
by response option
Q17: Aspects of Bursar's Office
1
2
3
4
5
1
2
3
4
5
N
miss.
N
resp.
Mean
Std.
dev.
Courteousness of staff
Professionalism of staff
Promptness of service
Ease of understanding bills
Ease of finding info. on our website
Quality of E-bill option
Accuracy of information I received
Completeness of information I received
Knowledge of staff on billing issues
Clarity of explanations I received
Overall quality of service I received
2
0
2
10
5
1
3
5
4
4
2
5
7
15
20
15
10
8
13
9
14
10
26
25
41
36
40
11
28
23
29
29
29
70
71
60
60
48
20
61
70
62
61
79
31
31
23
25
11
11
38
33
23
24
22
1.5
0.0
1.4
6.6
4.2
1.9
2.2
3.5
3.2
3.0
1.4
3.7
5.2
10.6
13.3
12.6
18.9
5.8
9.0
7.1
10.6
7.0
19.4
18.7
29.1
23.8
33.6
20.8
20.3
16.0
22.8
22.0
20.4
52.2
53.0
42.6
39.7
40.3
37.7
44.2
48.6
48.8
46.2
55.6
23.1
23.1
16.3
16.6
9.2
20.8
27.5
22.9
18.1
18.2
15.5
23
23
16
6
38
104
19
13
30
25
15
134
134
141
151
119
53
138
144
127
132
142
3.9
3.9
3.6
3.5
3.4
3.6
3.9
3.8
3.7
3.7
3.8
0.8
0.8
0.9
1.1
1.0
1.1
0.9
1.0
1.0
1.0
0.8
D:\219471600.doc
7/12/2016
10
Weighted Descriptive Statistics for Question 17, Aspects of Bursar's Office
Total Group
Number responding,
by response option
Percent responding,
by response option
Q17: Aspects of Bursar's Office
1
2
3
4
5
1
2
3
4
5
N
miss.
N
resp.
Mean
Std.
dev.
Courteousness of staff
Professionalism of staff
Promptness of service
Ease of understanding bills
Ease of finding info. on our website
Quality of E-bill option
Accuracy of information I received
Completeness of information I received
Knowledge of staff on billing issues
Clarity of explanations I received
Overall quality of service I received
5
5
7
11
14
3
7
8
9
14
8
22
12
39
38
25
16
18
15
26
30
13
66
75
92
85
99
33
67
76
64
71
78
147
146
129
134
100
36
142
150
138
136
172
65
65
47
54
26
16
83
70
56
55
43
1.8
1.5
2.2
3.5
5.4
3.3
2.3
2.5
3.1
4.5
2.7
7.2
3.9
12.5
11.8
9.6
15.1
5.8
4.8
9.0
9.7
4.1
21.7
24.9
29.2
26.5
37.5
31.7
21.1
23.9
21.9
23.2
24.9
48.0
48.1
41.2
41.6
37.9
34.6
44.7
46.9
46.9
44.6
54.6
21.3
21.5
14.9
16.7
9.7
15.4
26.1
22.0
19.1
18.0
13.8
37
41
29
21
78
238
25
23
49
38
28
301
299
312
325
263
109
312
318
288
299
313
3.8
3.8
3.5
3.6
3.4
3.4
3.9
3.8
3.7
3.6
3.7
0.9
0.9
1.0
1.0
1.0
1.0
1.0
0.9
1.0
1.0
0.8
Question 18: Do you use direct deposit for your student refund?
Subgroup
Undergraduate
N
Q18: Use direct deposit for refund?
Yes
I do not receive refunds
No
No response
D:\219471600.doc
7/12/2016
%
56
62
66
2
30.1
33.3
35.5
1.1
Graduate
N
%
74
43
38
2
47.1
27.4
24.2
1.3
Total group
Weighted
N
%
112
111
116
4
32.8
32.4
33.7
1.1
11
Question 20: What payment option(s) do you use? (Select up to three responses)
Subgroup
Undergraduate
N
Q20:
No
Yes
Q20:
No
Yes
Q20:
Yes
No
Q20:
No
Yes
Q20:
No
Yes
Q20:
No
Yes
Payment option:
Payment option:
Payment option:
Payment option:
Payment opt:
%
Graduate
N
%
Total group
Weighted
N
%
Internet
151
35
81.2
18.8
118
39
75.2
24.8
275
68
80.2
19.8
173
13
93.0
7.0
144
13
91.7
8.3
318
25
92.8
7.2
116
70
62.4
37.6
78
79
49.7
50.3
207
136
60.4
39.6
179
7
96.2
3.8
154
3
98.1
1.9
331
12
96.5
3.5
159
27
85.5
14.5
129
28
82.2
17.8
291
52
85.0
15.0
120
66
64.5
35.5
82
75
52.2
47.8
215
128
62.6
37.4
Wire Transfer
U.S. Mail
UPS, Fed Ex
RAC Drop Boxes
Payment opt: Cashiers’ windows
Most Common Combinations of Responses to Question 20, by Subgroup
What payment option(s) do you use? (Select up to three responses)
Undergraduates
Response combination
U.S. Mail
Cashiers’ windows
U.S. Mail, cashiers’
windows
Internet
U.S. Mail, RAC drop boxes
D:\219471600.doc
Graduates
N
65
24
Pct.
35.0
12.9
Response combination
Cashiers’ windows
U.S. Mail
N
30
29
Pct.
19.1
18.5
Total group
Weighted
Response combination
N
U.S. Mail
111
Cashiers’ windows
48
19
15
8
10.2
8.1
4.3
U.S. Mail, cashiers’ windows
No response
Internet
14
12
11
8.9
7.6
7.0
U.S. Mail, cashiers’ windows
Internet
U.S. Mail, RAC drop boxes
7/12/2016
34
27
13
Weighted
Pct.
32.4
13.9
10.0
7.9
3.9
12
Question 21: Of the responses you selected above, which is the most common way of paying your bill?
(Select only one response)
Subgroup
Undergraduate
N
Q21: Most common way of paying bill
U.S. Mail
Cashiers’ Windows
Internet
Regent Administrative Center Drop Boxes
No response
Wire Transfer
Overnight mail (e.g., UPS, Fed Ex)
D:\219471600.doc
7/12/2016
%
95
42
20
12
7
8
2
51.1
22.6
10.8
6.5
3.8
4.3
1.1
Graduate
N
%
51
53
22
8
13
10
--
32.5
33.8
14.0
5.1
8.3
6.4
--
Total group
Weighted
N
%
165
83
39
21
16
16
3
48.2
24.3
11.3
6.2
4.5
4.6
0.9
13
Results for Extended-Response Items
Many students provided somewhat non-informative comments to items 11, 14, 19, and 22 (e.g., “no,” “none,” “didn’t know,” “wasn’t sure”). The
percentages of the comments that had such responses are as follows:
Q11: Other information to include with bills?
Of the 63 students responding to this item, 44% said “no” or “nothing more.” This represents 38% of the graduate respondents and 50% of
the undergraduate respondents.
Q14: Why are you NOT signed up for E-Bill?
Of the 250 respondents, 35% provided such comments as “didn’t know about it” or “didn’t know how to use it.”
Q19: Why do you NOT use Direct Deposit?
Of the 100 respondents, about 25% said that they did not know about direct deposit. Another 20% said that they either “hadn’t gotten
around to it” or “had no reason or need to use it.”
Q22: Any other additional comments?
Students gave a large amount of detailed feedback for this item. Of the 81 respondents, only 14 wrote ‘no comment” or “everything was
fine.”
The remainder of this section lists all comments, by student level within item. Randomly assigned ID numbers are provided so that a student’s
responses can be followed across items if desired.
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7/12/2016
14
Level
ID#
Q2: other billing option used
--------------------------------------------------------------------------------------------------------GRAD
1078
1099
1100
1124
1190
1382
1442
1791
1859
1894
1903
Sue Enzinna
mail
I wait for the monthly bills
Department Accounting (CIRES)
via department secretary
Graduate Program Assisstant
department secretary
Math department graduate secretary
Asking my department secretary
Co-workers who deal with PeopleSoft tuition screen
department graduate secretary
UGRAD
1170
1280
1484
1494
1557
1642
1693
1739
1744
1775
1896
1902
1908
i don't even know
NEVER automated phone service
E-mail that is sent notifying me of deadlines.
Never had billing questions
Speak with Financial Aid Advisor
snail mail
Parents
mail
i dont
Mom
not sure
mom
I do not worry about my billing
Level
ID#
Q3: Other way to get billing questions Answered
--------------------------------------------------------------------------------------------------------GRAD
1078
1099
1124
1438
1442
1791
D:\219471600.doc
Sue Enzinna
mail
Department Accounting (CIRES)
have never quested my bill i just pay it
department secretary
Math department graduate secretary
7/12/2016
15
UGRAD
1903
Grad. secretary
1170
1484
1494
1557
1902
i think financial aid takes care of it.
E-mail
never had billing questions
Speaking with Financial Aid Advisor
mom
Level
ID#
Q5: Other way to contact Bursars Office
--------------------------------------------------------------------------------------------------------GRAD
1220
1438
1894
to pick up scholarship checks
have rarely contacted the office
As a Grad Advisor, I phone mostly re: tuition
UGRAD
1170
1434
1460
1494
1502
1595
1597
1773
1902
1908
i didn't know you existed
transcripts
post payment to wrong account
Have never contacted bulsar Office
Direct Deposit of Loan Money
Work at the Rec, check students full fee status
insurance purposes
just checking account status
buff card lost
I have never contacted you
Level
ID#
Q11: Other info to include with bills
--------------------------------------------------------------------------------------------------------GRAD
1032
It's not clear which fees are required and which are optional, as a grad student.
1116
Scholarship information would be good!
1129
The reasons for certain charges which seem superfluous
1136
Date that direct deposit financial aid money will be deposited.
D:\219471600.doc
7/12/2016
16
1163
I don't know if this is still the case or not, but once upon a time, only the first copy
of a bill had an itemized list of charges. Subsequent bills, if any, had only a total charge, which is
less than helpful. I'd advise including a full list of charges for at least a 2nd notice of required
payment, since some of us are frankly just lax about opening mail from the University.
1301
price per hour
1329
How many students in the same class.
1418
When a balance changes on tuition/fees due, please include a 'plain english' explanation.
For example, your amount due has increased from $30 to $1500 dollars because we already gave you your loan
but then you got a bigger TA assustanship so now you have to give some back' - put more profesionally of
course!
1436
No
1627
not that i know of
1634
none
1687
The health insurance Waivers and corrected
1715
no
1782
To know when financial aid will distributed or an estimate of this.
1791
Not that I can think of
final schedules
1819
When there is a refund from overpayment in a student loan, please tell when that money
will be available in the bill. Then we do not need to call the bank everyday to see if it has been
deposited.
Thanks.
1885
none that i can think of
1903
Yes, the breakdown in more description. nI always have to have my department secretary
interpret. Maybe you could add a page the tells me what item represents (i.e. tuition fall = all tuition
cost except fees included, undergrads= $__.__, grad = $__.__). Some of the names that you see on PLUS may
be obvious to you, but not to us students
1947
nothing that i can think of
2017
No
D:\219471600.doc
7/12/2016
17
2029
A crisp and clear explanation of each item.
2033
Detailed calculation of the tuition and other fees which are proportional to the number of
credits taken. How does the increase in the number of credits affect the sub-totals?
2038
N/A
2040
The bills are sometimes confusing when I drop courses before the deadline. There are a lot
of + and - which takes time to figure out. I dont know why the Spring Student Fees drops from $258 to just
$58 when the Health Insurance is waived. Also, it would be helpful if for each fee a brief description is
given about the facilities that come with the fee.
UGRAD
2043
remind me to pay online...
2044
None
1093
It has the amount and due date, that's good enough for me
1130
no
1142
none
1170
it should state if paid and by whom it is paid... via myself or financial aid grant or
1210
no, i think the information received is great.
1241
no
1263
No, just how much you owe and why?
1274
information on voting in student government elections
1280
explanations
1362
Why library charges are so high and/or what the charges are for.
1403
Bills need to be more specific on the 'invoices'
1413
No
1444
More warning that health insurance is inculded unless waived
loan.
D:\219471600.doc
7/12/2016
18
1447
No
1459
a better description of fines and parking tickets
1493
Scholarships received/ anticipated scholarships that have not yet been received
1494
Information on possible future tuition hikes (included all of the other required surgarges
added to the bill that are not considered cost of tuition).
1534
no.
1557
Information about dates of refund
1573
No.
1648
no
1666
No
1677
how to obtain refunds
1683
No, the information provided is sufficient.
1685
Dates confirming exactly when financial aid will be received
1695
I would really like to know how to use the 10-99 for my taxes
1741
no
1744
"more detail about what is being billed
1766
specific break down of course fees
1849
nope
1900
no
1902
explanation of extra fees, especially added tuition charges of $1000
1931
no
1957
no
1964
no
D:\219471600.doc
7/12/2016
19
1992
no
2002
none
Level
ID#
Q14: Why NOT signed up for E-Bill?
--------------------------------------------------------------------------------------------------------GRAD
1001
I don't transact business online if I have other options.
1011
I prefer to have a paper record of my transactions with the University.
1012
don't want to
1026
didn't know about it
1029
Wasn't aware of it; bill is automatically paid via loans and fellowship anyway.
1030
i did not know about it
1032
easier for me to keep track of my finances on paper
1053
Since there are no physical receipts involved, I have no tracking of what has been paid. I
have had past problems with errors by CU, my department and my bank. Receipts allow me to prove that bills
have been paid.
1064
I like to pay my bill in person at the bursar so that I can ask any billing questions and
get a print out of each charge on the bill. I also don't like to pay bills on the internet.
1078
"Never heard of it
1091
my financial aid covers all tuition and i just receive a check from the school w/ the
refunded portion
1099
It's easier to get a bill in the mail and write a check, and it's better for my record
1100
The department pays my tuition - therefore i have no need to sign up for E-bill.
1109
i haven't gotten around to it
keeping
D:\219471600.doc
7/12/2016
20
1116
the future.
I tried to use e-bill but I screwed up and then i got a late charge.
I will not use it in
1124
Because I do not pay my bill (see above)
1136
I prefer to have hard copies of all of my bills.
1146
Because my parents are paying my tuition bills.
1150
question security
1152
I have not filled out the information to have funds deducted from my bank account.
1163
I didn't know it existed, frankly.
1166
-haven't thought about it...
1167
I wasn't aware the option was available.
1173
don't like paying bill online
1186
mom sends me a check
1212
It is less convenient for me.
1220
I like it when they handle my payment in person, and I like to have a hard receipt.
1240
I'm not sure whether I am or not
1259
No particular reason...I just feel better writing the physical check and honestly, still
don't trust the internet for my finances
1262
Afraid of some mistake that makes me *think* I've paid the bill, but I really haven't.
(Internet browsers can be finicky that way...) Especially in light of the horrid penalties the back of the
bill
threatens for delinquency.
1264
Didn't know about it
1275
Didn't know it was available
1279
I did not know it existed.
D:\219471600.doc
7/12/2016
21
1283
prefer to receive paper copy
1293
Don't want to
1301
I didn't know about it.
1316
Was not aware there was that option. I don't do a lot of online billing.
1321
I do use the on-line payment, however I like to get the bill in the mail to remind me to
pay it and to have a hard copy.
1329
get control of my account as I can manage it.
1343
I prefer to get bills in the mail, so I have a hard copy.
receipt, but I guess old habits die hard!
I realize I can print the
1352
didn't know about it
1364
I didn't know about it until this semester...and this is my last semester here.
1373
Just haven't.
1382
Didn't know about it.
1391
Not interested
1392
I like getting the paper copy in the mail.
1397
I did not know this was an option.
because I prefer to not do my banking online.
I am more likely to look closely at it.
Now that I know I would not sign up for this option
1398
Its easy just to stop by and drop off a check.
1422
I don't want to pay on-line. I want to send a check.
1426
didn't know about it
1427
unaware of the service
1436
Don't really know how to get signed up
1438
don't care
1441
It has not yet been necessary, since I have received loan refunds the last two semesters.
D:\219471600.doc
7/12/2016
22
1442
haven't used e-bill. not sure what it is. however i have viewed my bill via plus.
1456
I don't know what it is.
1473
I did not know about it
1485
prefer to receive bill in the mail
1543
I do not like the potential or implied obligation of automatic withdrawal. My accounts
have sufficient funds on certain days and I cannot afford to risk overdraft fees if a withdrawal is made at
a time when my accounts are insufficient.
1545
I use student loans to pay my bill, the deductions are automatic already.
1563
"never heard of it
1575
My department pays my tuition and fees automatically. The part of the bill I'm
responsible for (annual parking permit), I prefer to pay in person with a check.
1586
Because I like the US mail better
1591
loans
1627
Didn't know about it, don't know what it does now
1630
No need, right now the bill goes to the accounting people of my fellowship, who pay it
1634
i didn'tknow it existed..but i take classes through cont. ed, so i don' tknow if it would
1641
I was unaware of this feature
1643
Did not know that it exists
1649
I prefer hard copy.
1652
Don't want to
1680
My department takes care of my bills.
work.
I don't need to do anything.
1687
Because I hate CU email system. I never check CU emails it is usually full of junk mail
and e-bill wouldn't be safe for me. I need a hard copy sent to my home!
D:\219471600.doc
7/12/2016
23
1689
I prefer to take care of my bills manually. Therefore I have a better grasp of my
1717
didn't know about it
1740
no time to sign up for anything new- graduating
1782
I use financial aid right now.
1791
I find excessive emails annoying and dislike paying things online.
1802
Not aware of ebill, and my company would not pay electronically
1815
I am not sure if I am signed up for it or not.
1819
Don't like paying bills through internet or email.
1822
Unaware
1829
haven't gotten around to it
1834
Haven't got around to it
finances.
If not, it is because I was not aware of
it.
1840
I do not pay for the 'bill pay' service offered by Wells Fargo, so it is not possible for
me to pay bills electronically. Were this service free, as in England, I would sign up for E-bill.
1842
because my loan pays each semester.
1845
I've had problems with my bill in the past - incorrect charges, etc. So I prefer to deal
with the problems in person.
1864
regular mail is fine too
1885
i do not feel comfortable paying by internet
1886
I wasn't aware of it.
1891
was not aware of option
1894
I am responding to this survey as a Grad Advisor, not as a student
1904
The Bill must be sent to the Navy
D:\219471600.doc
7/12/2016
24
1917
1937
past screwups.
not aware somehow
Don't trust the bursar's office with permission to take money out of my account due to
1938
I don't pay my own tuition, the department takes care of it. So an e-bill option isn't
really applicable to my situation.
1947
i do not yet trust the internet for transferring money or paying bills.
1954
Doesn't really matter if I can view and pay it online.
1959
lazy
1982
department pays for bill
i'd rather write
a check.
1985
I remember trying to set it up was complicated or required info I did not want to supply
(bank account #?), instead of allowing me to enter it only when I am ready to pay (it feels more secure
this way).
1994
didn't know it existed
2000
It's easier to do it by mail.
2004
Didn't know we had it
2009
Didn't know about it.
2027
Department takes care of billing so far
2028
Since I am leaving out-of-country, so I don't have either saving or checking account in
2029
I want to pay using my normal debit card.
2032
I am TA, I don't need to pay bills.
2036
I didn't know it existed. I like the piece of paper anyway.
USA
2040
Because the tuition fees involves a huge amount and that requires the utmost security. I
always pay my bills in person.
2048
D:\219471600.doc
present mailing bill is working fine for me
7/12/2016
25
UGRAD
1010
I don't know if I am
1018
not aware
1023
Didn't know it existed.
1025
I had no idea it existed.
1038
Already use wire transfer
1049
Haven't thought about it.
1065
Did not know about it until recently.
1093
I prefer to do things on paper. I don't like paying for stuff online.
1103
I trust paying in person more
1104
Was not aware of that option
1117
I don't know, my parents pay for school. Ask them.
1130
did not know about it
1133
I really don't like the internet as a way of paying
1139
still not comfortable with the security of the internet
1141
there is no official hard copy of transactions
1142
I was not aware of this option.
1156
im not sure... probobly because I get refunds mostly from financial aid loans
1168
I like to pay my bills in person
Plus it was a bit of a hassel to sign up!
1170
i don't care enough to bother. i don't like having to learn new things i'm not interested
in, like.. how to navigate through your web site.
1179
prefer mailing a cheque
1180
I am not the person in charge of paying the bill.
D:\219471600.doc
7/12/2016
26
1210
I'm not aware of how to sign up.
1211
I didn't know it was available, and my parents usually pay my bill so it is better for
them to get it in the mail.
1225
Wasn't aware of this.
I am classified as faculty and only pay fees.
1226
Why, in person works fine.
1228
That would mean that we would be paying using a credit card, my parents wish to pay via
1241
unaware of it
1250
Haven't taken the time
1280
not needed
1295
dont want to.
1298
not sure how to sign up
1323
don't want it
check.
I dont like to pay bills online.
1340
My bill's paid by scholarships and loans so there's not much of a reason for me to really
mess with it..other than a refund.
1341
don't know how to get it.
1348
didn't know about it
1350
i did not know about it
1353
what is ebill
1369
?
1388
My parents handel all CU bills
1394
I didn't know about it
1403
I like to handle things in person, so that I can ask questions if I need to.
D:\219471600.doc
7/12/2016
27
1405
didnt know it existed and this is my last semester so i didnt see a point in signing up
1413
Haven't felt the need to be.
1417
Actually, I'm not sure if I am or not.
1429
Just haven't
1434
no need
1444
mail is working fine
1447
I'm not sure how my parents would prefer to pay (through the mail or internet).
1457
I did not know about it
1459
i just haven't got around to signing up
1460
Prefer to pay by check
1462
mail
1470
postal mail is easy enough
1479
more familiar with mailed bill and check
1484
Because my father is old fashioned.
1487
Wasn't aware
1493
I was not aware of it.
1502
Was not aware of it and I prefer doing the billing in person/U.S. Mail
1507
want to write check for recordkeeping purposes.
1508
my bill gets sent to my permanent address and then my mom pays it
1514
I didn't know about it. I still prefer to pay in person however.
1531
i wasn't aware of it
1534
It is not necessary for me to have this service.
for it
D:\219471600.doc
7/12/2016
I usually end up getting refunds.
28
1549
haven't needed to
1550
don't trust online billing
1557
I don't pay my bill.
1559
Have not needed to sign up for it yet
1570
I was not aware of it.
1573
I have not heard of it, my parents send the bills straight to the school.
1576
mother (who pays) prefers to mail a check
1578
I dont know what it is.
1589
I prefer official documents like my bill ot be in my possession in paper form.
1595
because I don't want to
1596
The internet is not the best thing for dealing with bills.
1597
Wasn't aware of the progr5am
1601
I didn't know about it.
1604
because I have financial aide
1622
I didn't know that it was an option.
1629
My parents don't like to pay for things on the internet
1637
Didn't know about it
1642
Didn't know that it was an option, unless you mean the PLUS system.
1645
was not familiar with it
1647
No need for it
1648
my financial aid automatically covers my bill
1650
i don't know, my parents pay the bills.
D:\219471600.doc
7/12/2016
I use that.
29
1651
I didn't know about it and it seems more difficult
1656
my parents take care of the billing
1660
i dont know if i am signed up for it or not
1666
Not necessary
1667
Did not know about it. Only knew about PLUS.
1668
don't know.
1677
"I'm actually not sure if I can or not
1683
We don't use E-bill because my parents and I don't know anything about it.
1685
I wasn't aware of E-bill
1693
My mother is not up to current technology
how do I sign up?
1694
i don't like paying for things over the internet because i don't feel that it is a safe
way to handle money
1695
I like to pay in person
1710
i dont pay for school - scholarships pay for them
1729
wasnt aware/ cannot pay with cc
1731
did not know it exists and prefer to get a bill on physical paper is it makes it seem more
real and important
1739
Wasn't aware of it.
1762
i don't pay my bills
1766
prefer to have concrete documentation
1769
didn't know
1773
my parents pay the bill and i think they feel more comfortable sending it in the mail.
D:\219471600.doc
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30
1774
transactions
I'd rather do it by mail or in person, so that there is a hard copy record of any
1775
I didn't know about the service.
1796
easier to deal with the mail
1797
Was not aware of it, and I usually pay will student aid.
1804
I would rather pay with paper.
1848
i never really get a bill anyway, because i always get a refund, so its not really needed
1849
It took too much time to set up and I didn't have all the information.
1854
i prefer hard copies
1856
Haven't done so
1872
Did not know about it.
1874
I didn't know about it.
1890
My parents pay the bills
1892
I don't know how it works.
1896
rather use mail, like hard copies
1897
Didn't know about it.
1900
not sure why
1901
I was not aware I could do so.
1902
i don't know
1908
I do not do the bills
1912
I do not like to pay my bills on-line.
1914
I did not know it existed, I would use it.
1931
haven't heard about it
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31
1952
don't
want to, I don't pay
1957
Because I don't want to pay my bills online
1964
i didn't know
1980
didnt know about it
1989
like to pay in person
1992
Don't know how to use it and mail is the way I pay the rest of my bills.
it more convenient for me.
This just makes
2015
don't know about it
2039
Because getting a bill in the mail is a better way for me to remember to pay it.
2049
I didn't know that.
Level
ID#
Q19: Why NOT using Direct Deposit?
--------------------------------------------------------------------------------------------------------GRAD
1011
Lethargy.
1071
did not know it was an option
1091
don't want to
1109
i did not realize it was an option
1124
I do not get refunds often.
1127
I didn't know it was an option.
1166
I rarely get refunds
1167
I just haven't gotten a check over to the Bursar's office yet.
1275
Haven't gotten around to it
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32
1283
because i set it up once and it didn't work
1301
I haven't had the time to sign up for direct deposit.
1336
Never given the chance
1343
I didn't realize I got a student refund!
1352
I like to get things by mail.
1373
I like getting the check.
1427
I like the check
1438
do not have a student refund
1442
i've only received a few refunds and at that time i did not have direct deposit set up.
So, I'm certain that I did not set up direct
deposit.
1543
I had 2 months of hassles setting up direct deposit for payroll as GRA and picking up a
check in person is quite simple.
1575
In the past I have recieved refunds by visiting the bursars office.
direct deposit was availible at that time.
1627
want my money in hand
1634
i didn't have a student refund
1643
Do not trust my bank.
1652
Do not have direct deposit set up
1680
Haven't needed it
1717
didn't know i could
1791
I haven't yet signed up!
1822
laziness: I just haven't gotten around to signing up.
1829
want to check amount
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I am not sure if
33
1845
I wasn't aware this was an option for refunds.
1864
check is fine
1929
unaware of option.
2000
It's not a big deal to deposit a check.
2040
I got my refund(for dropping courses) back in a cheque that was given to me immediately
when I was paying the tuition fees at the Cahsier's Counter.
UGRAD
1013
have to go in to fill out a form....not convenient
1023
It would go to my parents.
1025
I't was never offered to me
1065
No reason
1117
When do I get a refund?
1130
did not know about it
1141
there is no hard copy of transaction
1168
I like to get my refund in person
1170
"i want to see the check
1175
I did not have a bank account at the time.
1180
I am not the person who deals with the finances.
1188
Prefer not to use direct deposit
1210
I never thought about using it before...
1241
not sure
1250
Same as 14
1258
As far as i know i have never recieved a student refund
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34
1295
I do not have a bank account
1338
Didn't know about it.
1341
don't know how to.
1348
didnt know about it
1388
My parents handel all CU bills
1403
I did not know I had the option
1444
prefer the check
1467
Haven't taken the time to sign up for it
1484
'What is a student refund?'
1487
Not aware of how to sign up
1493
I was not aware of it.
1494
Just figured I could always do it myself. Never bothered to fill out the direct deposit
form, and if I changed bank accounts, it is just another thing to remember to do.
1505
Not set up.
1507
?
1508
was not sure how to sign up
1531
I don't know what a student refund is
1549
i haven't had any reason to do so
1550
rather see a check and cash it myself to know i have it
1589
I do not want the university to have access to my account number.
1637
Didn't know about it
1642
Haven't gotten around to setting it up.
1645
parents like to see exactly how much money I get back
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Dont know where to go to set it up.
35
1650
i don't know
1651
I don't like computers
1660
i dont know
1666
The money gets split up into different accounts
1667
Have not requested for it.
1668
have not signed up
1685
I just haven't had it set up yet.
1695
its so that I can make sure the funds make it to my bank
1706
I never singed up for it because I don't pay the tuition bills; my parents handle it.
1726
I didn't know about it
1729
no need
1774
I didn't know I could
1796
Parents deal with it
1839
Because i didnt know about it.
1848
its easier for me to just grab my refund the first week of class, when i am on campus
1872
Seems like a hassel to start up.
1882
did not have one
1890
I go in to the office to recieve a check or it comes in the mail
Although I would like to have it.
1892
Because I tried, and it doesn't work! It was very frustrating to think that it was taken
care of, but only to recieve another phone call to have to handle the issue once again.
1912
Because I like to pick it up in person.
1952
I DON'T LIKE GIVING OUT BANKING INFO
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1964
i just don't
1992
I like to physically deposit the check so that I know exactly when I recieve the money.
2015
don't want to
2039
N/A
2049
"I don't know what is the direct depoit and
Level
ID#
Q22: Additional Comments
--------------------------------------------------------------------------------------------------------GRAD
1012
Get rid of your service charges/20 dollar late fees for students. Its hard enought to pay
for expenisve school when you support yourself and can only make so much money. Don't be so greedy and
allow students to pay when they have the money. Obviously, if they don't pay all their bills then they
cannot continue school and get their grades/diploma.
1048
The University has some messed up accounting. There is NO reason you cannot accept credit
cards, don't try to tell me fees because you are a 'big' university. I went to a university with 50,000
students, tuition was less then HALF of what it is here, the facilities were better and yet they could
somehow afford to take credit cards, so your excuse is not acceptable by anyone with any basic
knowledge of numbers. You need some serious help with money management at this school.
1053
There is poor integration of the records from the library and the Bursars office - I have
paid overdue book fines (at the Burdsars office and then found that the fines are still reflected in my
library record. These are small amounts ($1-2) but its aggravating because I have to digs through stacks of
little bits of paper to show that I did indeed pay that fine.
1100
Your services have been good as far as bills received. I would make one suggestion :
perhaps you could improve the communication between the various departments that pay some students' fees
and your office. The due dates on bills for tuition are usually very close if not prior to the date when my
department pays my tuition.
1116
"I know that you must deal with fees
1129
Yet you can pass the other ridiculous fees on to us.
courses inclusive in the price for the course.
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Seriously, have the fees for the
37
1163
I had one significant problem with my bill over a year ago, which I have neither time nor
inclination to describe here. It unfortunately led to my spending more time at the bursar's office than I
care to think about, looking over printed copies of my billing activity for the prior two years in order to
find the source of the discrepancy in our records; after all this, it took me some twenty minutes to point
out the source of the error and convince your employee that I wasn't trying to defraud the taxpayers of
more than a thousand dollars. In all fairness, it wasn't this employee's fault -- the billing problem
*was* incredibly confusing, and resulted from some change in your accounting system a few years ago. Once
it had all been straightened out, everyone I interacted with was perfectly professional and pleasant;
however, it speaks volumes about the complexity and (in my opinion) obfuscation of your billing system that
I had to go through this sort of thing. I do think your staff is generally quite competent and pleasant.
1167
I think that the website could be made more navigable in general.
office is doing a fine job. Keep up the good work.
Otherwise, for me, the
1220
The rest of the campus, meaning the academic departments, are up and running by 8:00. I
think the bursars office holds “bankers hours” opening at 9:00. It’s a huge inconvenience. At least open
the cashiers’ windows by 8:00. Also, you should take credit cards. It’s crazy that you are willing to do
electronic payments and not take credit. Work on changing the law and catch up to the rest of the country.
1262
Never had any problems to this point.
1301
It would be nice to review past detailed bills on line.
1316
"If credit card fees are not a viable option for you
1321
It would be great if the double payment plan reflected the subtraction of tuition credits.
1364
copy of itemized bill, like the one you sent in the mail, available via your website (not
the one on PLUS)
1382
I've had a persistant problem with my bill and other similar information being mailed to
my parents' address (in another state!) rather than what is listed as my own permanent address. I've set
my permanent address both via PLUS and by having our graduate program assisstant change it, yet things
persist in being directed to the wrong place. By the time I receive information, it's often almost too
late to deal with it.
1408
Credit Cards would have been my only comment and finding a way to take them would still be
nice
1426
Didn't know you have a website. Automated & online help or payments are good, but also at
times need to talk to somebody by phone. Hopefully easy phone access will always be an option in addition
to computerized modes.
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38
1442
the only problem i've had is that once i walked all the way up to bursar, only to find out
that they don't open very early in the morning.
1450
complete it.
This survey cannot be completed on a text-based web browser, and so I almost didn't
1627
none
1634
nothing
1641
Sometimes the staff is unfriendly, lacks courtesy, and are slow- but otherwise they are
ok.
1687
I need to use a credit card at times.
with a Big Attitude!:(
CU is not very helpful or caring.
Big University
1715
I paid my tuition using the E-bill option last semester and, for some reason, the payment
got processed twice. I spent about two days on the phone with a bursar's office representative explaining
that that was a system error. She kept telling me that the system worked correctly because it 'was tested'.
1791
Please don't try to shift the Bursars office to being primarily online.
annoying and a disservice to students to be unable to communicate with a human being.
It is very
1840
Arrange for students to receive free bill-pay with Wells Fargo (where I believe the
University already has a deal for free checking) - this would facilitate the use of the E-bill option if
that is a goal of the Bursar's office.
1859
What is a Bursar's Office?
Bursar's Office?
1885
What does a Bursar's Office do?
Why should I care about a
in general i have been pleased with the service of the bursars office.
1886
There should be an option for email addresses and
address being posted for anyone to view. This is a major issue for
viewed as associated with the university (as a student) but do not
was not listed, people told me they could not find me as a student
within the university system.
names to be posted without entire
those of us who need to be registered or
want our entire address listed. When I
at the university, even people
1917
confusion over my status as a student after I received my masters degree. My $250 deposit
was refunded and it took months to sort it all out with the university and the federal student loans
corporation. I am enrolled in a doctoral program in Economics, and this seems to happen to most of my
peers when during the course of our doctoral program we are awarded a masters degree. Someone should
finally solve this problem.
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39
1937
The finicial aid people told me I graduated and canceled my financial aid for this
semester even though I didn't graduate and if I did I would still be going on for a phd. (I did get it
fixed.) Can someone remind them that they don't give out the diplomas?
1947
i experienced a problem some time ago regarding how graduate student fees were assessed in
relation to credit hours enrolled, however, the situation was remedied and i have since noticed a change in
the wording that clarifies the point i was confused about. through the entire experience, the bursar's
office staff was very friendly and took the time to hear my side of the issue and followed up by taking
action to prevent the confusion from happening to others. overall i was very pleased with the outcome.
1994
i'm a grad student and have thus far paid for school with a combination of loans,
fellowships and teaching assistantships,so i've never really had to send in money since everything is
direct deposited. but the few times i have had questions or concerns about my account i have never had an
unpleasant experience with the bursurs office. everyone i have dealt with has been courteous and helpful.
thanks!
2004
Let us pay w/credit cards and tell the legislature that the STUDENTS WANT THIS OPTION!!
We are the only University I know of without this option. There is no reason we should not have the option
of paying a fee and charging our tuition. It REALLY irritates me and many, many, many others.
2029
"I
2036
Just that it's confusing when you walk into your office who I should talk to. There's
never anyone directing traffic.
2038
N/A
2040
The PLUS system could be made more flexible to use as I had problems when I clicked on the
'Back' button in the toolbar. Overall, you guys are doin a great job.
2043
Bursar office should make more effort to promote online pay among CU students....
2044
None
UGRAD
1013
I think that as a courtesy, as with purchasing anything with credit cards, the university
is responsible for paying the credit card fees-it is not fair to charge the students for the credit card
fees even if you could.
1038
Lower tuiton would be nice! ;)
1130
none
1142
none
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40
1168
I get so many tuition bills at the beginning of the semester with different amounts that I
owe, which is somewhat annoying. I think you guys should wait until after the drop/add deadlines are over
before sending out bills. I always have to change my schedule and everytime that I do, I always seem to get
a new tuition bill that arrives in the mail saying that I owe more or less of the original bill. (It's
annoying). I think one bill should be sent to students after all registration (drop/add deadlines) is final
and not everytime a person changes their schedule. (That's a lot of wasted paper and envelopes!!!!) That
means that the tuition due date needs to be after the drop/add deadlines to insure students that they are
paying for classes that they are actually taking. That makes more sense!!!
1179
very good job
1210
I actually think the bursar's office has been very helpful in all of my situations.
are very understanding and clarify any questions I have.
They
1225
It seems that the process for degree-seeking admission with tuition waived status is not
well-defined for the office of admissions and the office of the bursar. I spent a lot of time after
already completing the proper forms trying to receive tuition waived status .
1228
I think the organization of payments is relatively well thought out. I cannot think of any
other way to improve it.
1295
none
1340
One problem I have consistently had is with several of the staff who, I feel, do not treat
or respect students as they should. Of my four years here, I've had this problem with only one of your
staff members, which makes me conclude that it isn't necessarily my approach, but her attitude.
Furthermore, I've noticed a great discrepency in how I am treated as opposed to one of my parents..I dont'
believe there's any reason for such a change of service.
1341
Provide more information on internet payments.
1362
"Why don't you accept credit/ debit cards?
1369
When using U.S Mail you should look at the post marked date to determine late fees.
1388
Though I am sure that the Bursar's office does a great job, I have not had any interaction
with them, as my parents handel all bills and financial accounts with the university
1403
I visit the Bursar's office in person in order to ask questions, but I seem to talk to
unknowledgeable staff every time, yeilding different answers, which gets complicated, frusterating and
really puts a damper on my payments and registration.
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41
1444
No excuse for automatic inclusion of health insurance. This should be an option, not
something I have to go out of my way to waive.
1459
if I could be emailed about a financial stops so i don't find out about it on the day i
have to register, causing me to scrammble to get the stop lifted
1467
find a way to make credit cards a viable option, other schools except them
1487
With refunds, there is no explanation as to why you recieved the refund
1493
Overall, the Bursar's Office has been very helpful for me.
1494
I would be interested in knowing how much money the university would lose if it where to
accept credit card payments for regular students, and also why it allows Continuing Education students to
do so.
1498
the e-bill system does not update if your bill changes after the first bill goes out, so
if your billing changes you cannot use e-billing
1554
I find going in person the best way to get things done.
1556
The university should be able to handle the credit card fees and make studnets be able to
pay with credit card. If small stores can handle credit cards, so can a large business such as CU.
1573
Send an e-mail reminding us for payment due dates.
1578
The staff in the office is great, they are always nice to me and willing to help, and I
really appreciate that.
1587
My only problem in the past is that I have wanted to pay from my money market account,
which is not allowed. For me personally, it would be super to via a wire transfer or some related option
from a money market.
1589
The biggest problem I have is that my refund check is mailed to me, and there is no way to
stop it. I prefer to pick up my check in person at the office, not wait for it to arrive in the mail. The
mail service is shoddy at best, and I have had my refund check delayed for some three weeks once. Also, in
the past, alternate loan checks were in my name, not the university's, requiring me to come to the office
and sign for it. The last two semesters I have not had to sign for the check, leading me to believe that
the university is forging my signature so they can deposit the check into my burser account, and then
mailing me the refund.
1595
What about pament via check card?
1628
"Please correct and speed up the corection in the library fines.
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42
1731
N/A
1766
specify course fees and break them down
1773
none
1848
i am a graduating senior, and i have had only good experiences dealing with the bursar's
office
1854
more info on the phone would be helpful- I'm often told certain operators are unauthorized
to answer certian questions (ie insureance vs bills)
1872
Sometimes the staff is too busy reading, etc. and seems preturbed that you are asking them
1890
No problems, I think everything is fine
1931
none
1957
none
1964
none
for help.
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