Bursar’s Office Survey
Spring 2003
Results for Parents of CU-Boulder Freshmen and Sophomores
Prepared by the Office of Planning, Budget, and Analysis
March 27, 2003
Two surveys were administered for the Bursar’s Office in February
2003. One of these is a paper instrument that was mailed to a random
sample of parents of CU-Boulder freshmen and sophomores. It is a
scannable form consisting of 26 items. The other survey is a Webbased instrument that was delivered to undergraduate and graduate
students. Both surveys were designed to collect information that
could be used by the Bursar’s Office to improve customer service.
This report describes the results of the parent survey; results of the
student survey are described in a separate report.
An incentive of two $500 scholarships was offered to students who
responded to the survey and to students whose parents responded.
The scholarship winners were randomly selected from those who
responded by a particular deadline. One of the winners was the
student of a parent respondent; the other winner was a junior who
responded to the web-based survey. The names and contact
information of the winners were given to the Bursar’s Office.
The percentage of the parent sample who responded to the survey
was much higher than percentages observed in recent student surveys
on the CU-Boulder campus. Information on sample sizes and
response rates, by educational level of parents’ students, is provided
in Table 1.
Table 1. Response Rates,
by Educational Level of Parents’ Students
Educational
level
Freshman
Sophomore*
Population
5,092
5,369
Sample
118
132
Repondents
75
75
Response
rate
64%
57%
All students
10,461
250
150
60%
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*Note: Adjusting the response rate for non-deliverable surveys (n=4) increases the
sophomore response rate slightly, to 59%.
Summary of Results
Results are reported for the total group of parent respondents, which
consists of parents of freshmen and sophomores combined.
Billing questions. Most parents get their billing questions answered
via telephone, Personal Look-Up Services (PLUS), or the Bursar’s
Web site. Fifty percent of parents indicated that they use the
telephone as their most common way to contact the Bursar’s Office
for billing questions. About 26% of parents use the telephone
exclusively.
FERPA awareness. About 50% of parents were not aware of FERPA
before participating in the survey.
Reasons for contacting Bursar’s Office. Billing questions were cited
as the most important reason for contacting the Bursar’s Office by a
majority of parents (70%). Seventeen percent of parents reported that
they contact the Bursar’s Office concerning financial aid.
Phoning/visiting the Bursar’s Office. Nearly two-thirds (63%) of
parents indicated that they telephone the Bursar’s Office once or
twice each semester, and about one-third reported that they typically
do not telephone the office at all. Only 3% of parents reported
phoning between 3 and 6 times each semester. Seventeen percent of
parents reported visiting the Bursar’s Office once or twice each
semester.
Bills. About half of parents reported they were aware of the Billing
Address Option. Most parents (89%) indicated that they read the
1
information that is enclosed with bills. Eighty-five percent do not
think there is other information that needs to be included with the
bills. Seventy-two percent reported that they typically pay the bills
themselves, whereas 20% indicated that their students pay the bills.
Slightly more than half (55%) reported that their students have not
signed up for E-bill, whereas 11% said that their students have
signed up. Thirty-three percent reported not knowing whether their
students have/have not signed up for this option.
that the U.S mail is their most common payment method; 24%
indicated that the internet is their most common payment method.
Complete results are displayed in tabular form, beginning on page 3
of this report. Extended response items are presented in their entirety
in the last section of the report.
Contacting the Bursar’s Office. The most commonly reported
method of contacting the Bursar’s Office is by telephone. Eighty-two
percent of parents reported using this option; 43% reported using it
exclusively. In addition, 7% use a combination of telephone and email, 7% use telephone and U.S. mail, and 6% use telephone and inperson visits. Sixty-four percent of parents indicated that the
telephone was their most preferred way of contacting the Bursar’s
Office.
Aspects of the Bursar’s Office. Overall, parents gave higher ratings
to the various aspects of the Bursar’s office (questions 14-24) than
did the students who completed the Web-based survey. There was
little variance in the ratings over items. On a five-point scale with 5
being the highest, parents rated the Bursar’s Office highest in the
areas of courteousness of staff (mean = 4.3), professionalism of staff,
overall quality of service, and accuracy of information (all receiving
a mean rating of 4.2). Parents were somewhat less satisfied with the
ease of understanding bills (mean=4.0). The lowest rated aspects
were the ease of finding information on the Bursar’s website (3.8)
and the quality of the E-bill option (3.9). However, many parents
indicated that they did not know about these two options or that the
options were not applicable (38% and 81%, respectively).
Payment options. U.S. Mail was by far the highest reported method
used by parents to pay students’ bills: Eighty percent indicated that
they use this method of payment; 51% indicated that they use it
exclusively. In addition, parents indicated that they use a
combination of both U.S. mail and cashiers’ windows (9%) or U.S.
mail and the internet (6%). Another 9% use only the cashiers’
windows to pay bills. About two-thirds (66%) of parents reported
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Bursar’s Office Survey
Spring 2003
Results for Parents of CU-Boulder Freshmen and Sophomores
Prepared by the Office of Planning, Budget, and Analysis
March 27, 2003
Question 1: How do you get most of your billing questions answered?
N
Q1: Auto voice response
No response
Yes
Q1: Bursar’s Web site
No response
Yes
Q1: Friends
No response
Yes
Q1: PLUS
No response
Yes
Q1: Publications
No response
Yes
Q1: E-mail Bursars
No response
Yes
Q1: Phone call
Yes
No response
Q1: In person
No response
Yes
(Select up to three responses)
Percent
139
11
92.7
7.3
114
36
76.0
24.0
145
5
96.7
3.3
117
33
78.0
22.0
125
25
83.3
16.7
138
12
92.0
8.0
102
48
68.0
32.0
123
27
82.0
18.0
Most Common Combinations of Responses to Question 1
How do you get most of your billing questions answered? (Select up to three responses)
Response combination
Phone
Phone, Publications
PLUS
Bursar’s website
N
39
9
9
9
Pct.
26.0
6.0
6.0
6.0
Other*
10
6.7
*See other comments for Question 1 in list of Parents’ comments at end of report.
Question 2: Of the responses you selected above, which is the most common way of getting your billing questions answered?
response)
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(Select only one
3
N
Percent
Phone Call
75
50.0
PLUS
22
14.7
Bursars Web Site
16
10.7
Other
13
8.7
In Person
6
4.0
Publications
6
4.0
Multiple Answer
5
3.3
Friends
3
2.0
Voice Response Sys
2
1.3
No response
2
1.3
Question 3: There is a federal law (FERPA) that restricts us from giving detailed billing information to you (or other third parties) unless we
have written consent from your student. Were you aware of this law before taking this survey?
Yes
No
No response
N
Percent
74
72
4
49.3
48.0
2.7
Question 4: What is the most important reason you have for contacting our office?
Billing question
Financial Aid
Other
No response
Refund
Financial Stop
Addresses
Multiple Answer
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N
Percent
105
25
8
5
3
2
1
1
70.0
16.7
5.3
3.3
2.0
1.3
0.7
0.7
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4
Question 5: Typically, how many times do you telephone the Bursar's Office in a semester?
1-2 times
0 times
3-6 times
No response
Question 6:
N
Percent
95
49
4
2
63.3
32.7
2.7
1.3
Typically, how many times do you visit the Bursar's Office in a semester?
0 times
1-2 times
3-6 times
No response
N
Percent
121
25
3
1
80.7
16.7
2.0
0.7
Question 7: Were you aware that there is a Billing Address option, where your student’s bills can be mailed to an address other than their
permanent or mailing address?
Yes
No
No response
N
Percent
77
72
1
51.3
48.0
0.7
Question 8: Do you read the information that is included with the bills?
N
Yes
No
No response
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134
13
3
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Percent
89.3
8.7
2.0
5
Question 9: Is there other information that needs to be included with the bills?
N
No
Yes
No response
127
12
11
Percent
84.7
8.0
7.3
Question 10: Who is responsible for paying the bill?
N
Parent
Student
Other/Both
No Response
Percent
108
30
11
1
72.0
20.0
7.3
0.7
Question 11: Has your student signed up for E-bill (allowing you to view and pay the bill on-line)?
N
No
Don't Know
Yes
No response
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83
49
17
1
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Percent
55.3
32.7
11.3
0.7
6
Question 12: How do you contact the Bursar’s Office? (select up to three responses)
N
Q12 Phone
Yes
No response
Q12 In Person
No response
Yes
Q12 Internet
No response
Yes
Q12 Mail
No response
Yes
Q12 E-mail
No response
Yes
Q12 Fax
No response
Yes
Q12 None of the above
No response
Yes
Percent
123
27
82.0
18.0
127
23
84.7
15.3
130
20
86.7
13.3
123
27
82.0
18.0
124
26
82.7
17.3
146
4
97.3
2.7
135
15
90.0
10.0
Most Common Combinations of Responses to Question 12
How do you contact the Bursar's Office? (Select up to three responses)
Response combination
Phone Only
Phone, Email
Phone, Mail
Phone, in person
N
64
11
10
9
Pct.
42.7
7.3
6.7
6.0
None of the above
16
10.7
Question 13: Of the responses you selected above, which is your most preferred way of contacting the Bursar's Office? (Select one response)
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7
Phone
No Preference
Email
In Person
Internet
No response
Mail
Multiple Answer
N
Percent
96
15
13
7
7
6
4
2
64.0
10.0
8.7
4.7
4.7
4.0
2.7
1.3
Questions 14-24: Rate the following aspects of the Bursar’s Office
(1=Poor 2=Fair 3=Average 4=Good 5=Excellent)
Number responding,
by response option
Response Option
NA/
don’t
know
1
2
Percent responding,
by response option
3
4
5
NA/
don’t
know
1
2
3
4
5
N
Miss
%
Miss
N
Std.
dev.
Mean
Q14: Courteousness of staff
30
1
3
10
52
51
20.4
0.9
2.6
8.6
44.4
43.6
33
22.0
117
4.3
0.79
Q15: Professionalism of staff
31
2
3
14
49
48
21.1
1.7
2.6
12.1
42.2
41.4
34
22.7
116
4.2
0.87
Q16: Promptness of service
25
5
3
15
52
44
17.4
4.2
2.5
12.6
43.7
37.0
31
20.7
119
4.1
0.99
7
3
7
25
58
43
4.9
2.2
5.2
18.4
42.7
31.6
14
9.3
136
4.0
0.95
54
4
6
19
35
25
37.8
4.5
6.7
21.4
39.3
28.1
61
40.7
89
3.8
1.07
117
2
0
6
10
9
81.3
7.4
0.0
22.2
37.0
33.3
123
82.0
27
3.9
1.12
Q20: Accuracy of information I received
20
2
5
11
60
48
13.7
1.6
4.0
8.7
47.6
38.1
24
16.0
126
4.2
0.86
Q21: Completeness of information I received
21
3
5
9
64
45
14.3
2.4
4.0
7.1
50.8
35.7
24
16.0
126
4.1
0.89
Q22: Knowledge of staff on billing issues
33
3
4
16
52
39
22.5
2.6
3.5
14.0
45.6
34.2
36
24.0
114
4.1
0.93
Q23: Clarity of explanations I received
30
2
5
12
61
36
20.6
1.7
4.3
10.3
52.6
31.0
34
22.7
116
4.1
0.86
Q24: Overall quality of service I received
15
2
5
12
61
52
10.2
1.5
3.8
9.1
46.2
39.4
18
12.0
132
4.2
0.86
Q17: Ease of understanding bills
Q18: Ease of finding info. on our website
Q19: Quality of E-bill option
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Question 25: What payment option(s) do you use? (Select up to three responses)
N
Internet
No response
Yes
Wire Transfer
No response
Yes
US Mail
Yes
No response
Overnight mail (e.g., UPS, Fed Ex)
No response
Yes
Regent Drop Boxes
No response
Yes
Cashiers’ Windows
No response
Yes
Percent
132
18
88.0
12.0
144
6
96.0
4.0
120
30
80.0
20.0
139
11
92.7
7.3
140
10
93.3
6.7
111
39
74.0
26.0
Most Common Combinations of Responses to Question 25
What payment option(s) do you use? (Select up to three responses)
Response combination
U.S. Mail
Cashiers’ windows
U.S. Mail, cashiers’ windows
U.S. Mail, internet
N
77
13
13
9
Pct.
51.3
8.7
8.7
6.0
Question 26: Of the responses you selected above, which is the most common way of paying your bill?
US Mail
Internet
No response
Overnight mail (e.g., UPS, Fed Ex)
Regent drop boxes
Wire Transfer
Multiple Answer
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N
Percent
99
36
4
4
3
3
1
66.0
24.0
2.7
2.7
2.0
2.0
0.7
(Select only one response)
9
Results for Extended-Response Items
Question 1: How do you get most of your billing questions answered?
1995
1443
1288
1207
1926
1526
1846
1795
1615
1151
1898
1923
1659
1299
1592
1360
1683
student in person
daughter
I work at a university.
NA
Daughter finds the anwer for me
my son
Ask our son/student
My son visits you
son
Have not had any.
Haven't had any
my son
correspondence w/ bill. I have not had any billing
questions
my student
mail
advisers
Question 2: Which is the most common way of getting your billing questions answered?
1995
1288
1207
1926
1526
1846
1795
1615
1151
1299
student in person
see above
NA
see above
my son
our son
My son visits you
son
NA
I would make a phone call if needed
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Question 4: What is the most important reason you have for contacting the Bursar’s office?
1346
1207
1926
1846
1795
1151
1898
I don't
NA
Have not had to contact your office personally
We've never contacted your office
Paying you tuition
Have not contacted.
none
Question 9: If you answered “YES” – there IS other information that needs to be included with the bills – then please describe:
1443
1743
1869
1795
1725
1923
1948
1770
1614
1463
1360
1763
Most of what is included makes no sense to me.
Exactly what are the charges for.
grades
by credit would be nice!
If the parent is paying more than required share of tuition and bills, make sure this information gets transferred,
so parents can view and get transcprits automatically.
updated changes
How to change meal plans
explanation of various student fees
itemized scholarship info
general explanation of reading them
explanations of impending increases
I would like to see the tuition scheduale along with student fees
the impact of military service if a student in the Reserves is called up
Question 10: Who is responsible for paying the bill?
1963
1553
1725
1193
1143
Student loan
ROTC
I have taken on this responsibility.
vocational rehab
He physically pays with money we send
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Question 27: Please provide additional suggestions (e.g., additional services) and comments, OR explain a problem you have experienced in the
past with the Bursar’s Office. NOTE that credit card payments are NOT a viable option due to fees charged to the university by the credit card
companies. State law prohibits us from passing those fees on to you.
Respondents generally gave complimentary comments on the Bursar’s service, mentioned particular problems they had encountered with service,
or commented on not having the option of paying their bills by credit card. Note that of the parents who mentioned a problem they had had with
the Bursar’s office, three are requesting information or immediate action to have an error fixed (see responses below for QIDs 1599, 1948, and
1688).
1113
I had only one billing during my daughter's freshman year: she was mistakenly charged for an overnight capus visit for orientation. (She's local and
lives at home.) While the bursar's office was unable to explain how the mistake occurred, they were quick to correct it and courteous in there responses
to me.
1926
1599
We pay in full at onset of each semester. My daughter confirms receipt of payment via email. Very easy! We have not had to contact your office.
My daughter had received late and service charges on her spring semester due to a billing error made by Colorado University Boulder. The check from
a scholarship was received last summer by the school and the school only credited her tuition for the fall semester, but not the spring. Student's
name/address: Gina Midebell, 4941 W 98th Ave., Westminster, CO, 80031, (303)469-7415
1788
My daughter mentioned that the bursar's rep. that stood at the end of the lines during tuition payment time to assist students in what line they should be
in (before they waited in line only to find out they needed another one) and looked over their paperwork to make sure it was complete--was very helpful
to her--it turned out all she needed was to put it in the drop box!!
1846
Our son pays all his own bills. We reeive no information regarding his account. Most of the questions on this survey don't pertain to us. We have used
the Bursar's website for general information and found it helpful.
N/A
He could check and see if email is feasible. Thank you.
My questions were answered promptly and accurately. Thank you!
I reiterate here, if the parent pays more than a required share of the fees, then the parent should automatically get the right to view student's progress
and transcripts. Please implement this. Thank you.
Why could Metro charge by credit card?
Increase hours and staffing during weeks when tuition payments are due.
I would like to see a payment plan of 3 installments without the 1% penalty. We all know that "tuition" payment is coming due, but not the exact amount.
It appears "our" last tuition bill did not include a student loan disbursement. Perhaps the Bursar's office, who I would think knows of loans, could wait
until these disbursements are made and then bill.
1787
1795
1260
1725
1375
1644
1495
1665
1566
1948
1345
1708
Why are students at other Colorado colleges such as CSU able to pay with credit cards. I am a student at the Univ. of Phoenix in Denver and I pay for
all of my tuition w/ a credit card.
1)Accept debit cards 2) Petition state to change law to accept credit cards
Our son should change meal plans as he is not using all of the meals per week that we have purchased. We need information regarding changing his
meal plan and requesting a refund. Thank-you
1) I absolutely feel that parents have a right to know about the students records 2) Credit cards should be allowed for paying tuition
I DO NOT understand this statement. CSU ALLOWS credit card payment. NOT allowing CC payment is a MAJOR short coming.
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1497
1143
1360
1763
1613
1688
1580
Have never contacted bursar's office. Son is a freshman. I get the bill statement once a semester, but never any subsequent statements that show
proper credit made, changes, add'l charges or payments
Very well organized and responsive for size of institution
put bursar's email address on letterhead of all correspondence. Send email postcard to all CU parents. Signed- out of state parent
do you wish the state law regarding credit card fees were different? Perhaps it could be amended.
many of the other schools accept credit card payments, so there must be a way for CU Boulder to accept them, as well.
I would appreciate more info re: your e-bill & internet option
other colleges take credit card payments like UNC and Metro
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