CENTRAL WASHINGTON UNVIVERSITY
NOEL-LEVITZ PRIORITIES SURVEY OF ONLINE LEARNERS
TRENDS FROM FALL 2011 TO SPRING 2013
I. Abstract ……………………………………………………………….……….
II. Executive summary ………………………………………………....…..
III. Tables of Results and Trends………………………………...……….
Appendix 1 – 2013 vs. 2011 “SCALE” items measuring
Importance and Satisfaction
Appendix 2 – 2013 vs. 2011 Enrollment Factors
Appendix 3 – 2013 vs. 2011 Demographics
2.
2.
3.
6.
8.
10.
I. ABSTRACT
Central Washington University has administered the Noel-Levitz (N-L) Priorities Survey of Online Learners
(PSOL) survey during the fall 2011 term *from 10/28/11 through 11/26/11) and the spring 2013 term (4/29/13
through 5/15/13). This report summarizes broad trends from 2011 to 2013.
II. EXECUTIVE SUMMARY
CWU has showed slightly lower scores in terms of satisfaction in all major “domain areas” from 2011 to 2013.
Table 1. Summary Questions - Significant Trends (* = significantly different at 0.5 level)
So far, how has your college experience met your expectations?
Rate your overall satisfaction with your experience here thus far.
May 2013
4.31
4.97
November
2011
4.63
5.33
Mean
Difference
-0.32*
-0.36*
Part of the reason for the broad trend downward may be the type of students completing the surveys each
comparison year. The 2013 respondents reflected a higher number of students taking courses 100% online as
well as a higher percentage of those students matriculating “primarily online.” It is possible that “primarily
online” students have different expectations and standards than students who are “primarily on-campus.”
Demographic question #4 asks students their “Current Enrollment Status.” There were major differences
between 2011 and 2013.
Table 2. “Current Enrollment” 2013 vs. 2011
Responses
Primarily online
Primarily on-campus
2013
247
64%
36%
2011
184
49%
51%
Another factor may be the low response rate to both surveys. The sample sizes are not large enough to infer
population statistics. The two samples may have varied in demographics or attitudes not reflected in the
survey which may have affected sample averages.
Table 3. 2013 and 2011 Response Rates to the CWU Priorities Survey of Online Learners
Surveys emailed
Responses
Response rate
2013
2,392
253
11%
2011
1,733
189
11%
Despite the differences in enrollments and small sample sizes the downward trends in Importance and
Satisfaction will need to be further investigated to assure a positive learning environment and experience for
students.
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CWU PSOL Trends from 2011 to 2013
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III. TABLES of RESULTS and TRENDS
The PSOL survey consists of 73 questions. The first 54 questions are grouped into major scales.
 26 standard items rated for both importance and satisfaction
 10 campus defined items rated for both importance and satisfaction
 18 items assessing pre-enrollment factors – only rated for importance
 3 summary questions
 15 demographic questions
 1 question asking students their general major, or “group code”
Table 4. CWU Strategic Strengths and Challenges
Strengths
18. Registration for online courses is convenient.
7. Program requirements are clear and reasonable.
3. Instructional materials are appropriate for program content.
35. Campus item: A fair and equitable learning environment exists in my online course(s).
17. Assessment and evaluation procedures are clear and reasonable.
2. My program advisor is accessible by telephone and e-mail.
23. Billing and payment procedures are convenient for me.
Challenges
25. Faculty are responsive to student needs.
20. The quality of online instruction is excellent.
6. Tuition paid is a worthwhile investment.
4. Faculty provide timely feedback about student progress.
12. There are sufficient offerings within my program of study.
33. Campus item: The organization and design of my online course(s) is conducive to learning.
22. I am aware of whom to contact for questions about programs and services.
Table 5. Major Trends from 2011 to 2013
Higher Satisfaction vs. Nov 2011
36. Campus item: Courses necessary to meet my degree objectives are offered online.
Lower Satisfaction vs. Nov 2011
18. Registration for online courses is convenient.
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CWU PSOL Trends from 2011 to 2013
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Table 6. CWU Institutional Summary – Trends in Major Scales (* = significantly different at 0.5 level)
Institutional Perception
Academic Services
Instructional Services
Enrollment Services *
Student Services
2013 CWU PSOL
Import.
Satis./StDev
6.24
5.26 / 1.43
6.18
5.27 / 1.18
6.24
5.30 / 1.24
6.36
5.39 / 1.31
6.14
5.19 / 1.32
Gap
0.98
0.91
0.94
0.97
0.95
2011 CWU PSOL
Import. Satis./StDev
6.31
5.50 / 1.27
6.36
5.39 / 1.19
6.32
5.46 / 1.24
6.48
5.65 / 1.21
6.19
5.29 / 1.30
Gap
0.81
0.97
0.86
0.83
0.90
Mean
difference
-0.24
-0.12
-0.16
-0.26 *
-0.10
2011 CWU PSOL
Import. Satis./StDev Gap
Mean
difference
Table 7. Detailed Trends in Enrollment Services (* = significantly different at 0.5 level)
2013 CWU PSOL
Import.
Satis./StDev
9. Adequate financial aid is
available.
14. I receive timely
information on the availability
of financial aid.
18. Registration for online
courses is convenient.
23. Billing and payment
procedures are convenient for
me.
July 26, 2013
Gap
6.29
5.18 / 1.80
1.11
6.54
5.35 / 1.77
1.19
-0.17
6.26
5.06 / 1.76
1.20
6.37
5.45 / 1.63
0.92
-0.39 *
6.57
5.55 / 1.66
1.02
6.59
5.94 / 1.49
0.65
-0.39 *
6.29
5.73 / 1.48
0.56
6.39
5.81 / 1.48
0.58
-0.08
CWU PSOL Trends from 2011 to 2013
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Table 8. SUMMARY TRENDS (* = significantly different at 0.5 level)
So far, how has your college experience met your expectations?
1=Much worse than expected
2=Quite a bit worse than I expected
3=Worse than I expected
4=About what I expected
5=Better than I expected
6=Quite a bit better than I expected
7=Much better than expected
Rate your overall satisfaction with your experience here thus far.
1=Not satisfied at all
2=Not very satisfied
3=Somewhat dissatisfied
4=Neutral
5=Somewhat satisfied
6=Satisfied
7=Very satisfied
All in all, if you had to do it over, would you enroll here again?
1=Definitely not
2=Probably not
3=Maybe not
4=I don't know
5=Maybe yes
6=Probably yes
7=Definitely yes
July 26, 2013
May 2013
4.31
4%
5%
11%
35%
24%
9%
8%
4.97
5%
10%
7%
8%
14%
38%
16%
5.42
6%
7%
4%
6%
9%
31%
35%
CWU PSOL Trends from 2011 to 2013
Nov. 2011
4.63
3%
3%
9%
35%
19%
14%
13%
5.33
3%
6%
6%
4%
18%
37%
22%
5.55
5%
4%
5%
5%
11%
25%
41%
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Mean
Difference
-0.32 *
-0.36 *
-0.13
APPENDIX 1
2013 vs. 2011 – SCALE ITEMS MEASURING IMPORTANCE AND SATISFACTION
Differences shown are differences in Satisfaction




Indicates that the difference is statistically significant at the .05 level.
Indicates that the difference is statistically significant at the .01 level.
Indicates that the difference is statistically significant at the .001 level.
Six of the 36 “scale” questions are significantly different from 2011 to 2013.
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May 2013
Item
Import
1. This institution has a good reputation.
2. My program advisor is accessible by
telephone and e-mail.
3. Instructional materials are appropriate for
program content.
4. Faculty provide timely feedback about
student progress.
5. My program advisor helps me work
toward career goals.
6. Tuition paid is a worthwhile investment.
7. Program requirements are clear and
reasonable.
8. Student-to-student collaborations are
valuable to me.
9. Adequate financial aid is available.
10. This institution responds quickly when I
request information.
11. Student assignments are clearly defined
in the syllabus.
12. There are sufficient offerings within my
program of study.
13. The frequency of student and instructor
interactions is adequate.
14. I receive timely information on the
availability of financial aid.
15. Channels are available for providing
timely responses to student complaints.
16. Appropriate technical assistance is
readily available.
17. Assessment and evaluation procedures
are clear and reasonable.
18. Registration for online courses is
convenient.
19. Online career services are available.
20. The quality of online instruction is
excellent.
21. Adequate online library resources are
provided.
22. I am aware of whom to contact for
questions about programs and services.
23. Billing and payment procedures are
convenient for me.
24. Tutoring services are readily available for
online courses.
25. Faculty are responsive to student needs.
26. The bookstore provides timely service to
students.
27. Campus item: Help desk services and
technical support are adequate to meet my
needs.
28. Campus item: Student-to-student
interaction is fostered and encouraged in my
online course(s).
29. Campus item: Faculty-to-student
interaction is fostered and encouraged in my
online course(s).
30. Campus item: The online course
management system is easy to use.
31. Campus item: General academic advising
is available to online learners.
32. Campus item: I feel I am a member of
the Central Washington University
community.
33. Campus item: The organization and
design of my online course(s) is conducive to
learning.
34. Campus item: Orientation to university
systems and support resources is provided
to online learners.
35. Campus item: A fair and equitable
learning environment exists in my online
course(s).
36. Campus item: Courses necessary to meet
my degree objectives are offered online.
July 26, 2013
5.95
6.29
6.46
6.46
6.12
6.53
6.52
4.92
6.29
6.37
6.56
6.44
6.08
6.26
6.00
6.22
6.33
6.57
5.81
6.54
6.03
6.29
6.29
5.54
6.56
6.15
Satis / SD
5.51 /
1.38
5.67 /
1.54
5.56 /
1.43
5.06 /
1.70
5.06 /
1.75
5.01 /
1.77
5.51 /
1.49
4.92 /
1.53
5.18 /
1.80
5.32 /
1.65
5.49 /
1.53
5.00 /
1.66
5.33 /
1.54
5.06 /
1.76
4.78 /
1.82
5.43 /
1.56
5.62 /
1.30
5.55 /
1.66
4.95 /
1.63
5.03 /
1.78
5.53 /
1.47
5.11 /
1.79
5.73 /
1.48
4.53 /
1.79
5.42 /
1.54
5.74 /
1.37
November 2011
Gap
Import
0.44
6.02
0.62
6.54
0.90
6.49
1.40
6.57
1.06
6.40
1.52
6.61
1.01
6.57
0.00
5.04
1.11
6.54
1.05
6.48
1.07
6.66
1.44
6.56
0.75
6.21
1.20
6.37
1.22
6.13
0.79
6.37
0.71
6.44
1.02
6.59
0.86
5.81
1.51
6.50
0.50
6.29
1.18
6.30
0.56
6.39
1.01
5.68
1.14
6.65
0.41
6.19
Satis /
SD
5.69 /
1.29
5.94 /
1.43
5.65 /
1.32
5.27 /
1.70
5.39 /
1.73
5.30 /
1.65
5.58 /
1.48
5.14 /
1.66
5.35 /
1.77
5.49 /
1.58
5.70 /
1.48
4.98 /
1.79
5.48 /
1.53
5.45 /
1.63
4.97 /
1.60
5.63 /
1.36
5.64 /
1.49
5.94 /
1.49
4.91 /
1.67
5.25 /
1.73
5.54 /
1.60
5.23 /
1.70
5.81 /
1.48
4.44 /
1.80
5.53 /
1.64
5.79 /
1.34
Gap
Satisfaction
Difference *
0.33
(0.18)
0.60
(0.27)
0.84
(0.09)
1.30
(0.21)
1.01
(0.33)
1.31
(0.29)
0.99
(0.07)
-0.10
(0.22)
1.19
(0.17)
0.99
(0.17)
0.96
(0.21)
1.58
0.02
0.73
(0.15)
0.92
(0.39)
1.16
(0.19)
0.74
(0.20)
0.80
(0.02)
0.65
(0.39)
0.90
0.04
1.25
(0.22)
0.75
(0.01)
1.07
(0.12)
0.58
(0.08)
1.24
0.09
1.12
(0.11)
0.40
(0.05)
Data
bars


6.11
5.43 /
1.42
0.68
6.10
5.60 /
1.33
0.50
(0.17)
5.07
5.14 /
1.51
-0.07
4.94
4.78 /
1.74
0.16
0.36
6.05
5.18 /
1.67
5.43 /
1.53
0.87
6.14
0.64
(0.32)
1.03
6.43
5.50 /
1.66
5.19 /
1.83
1.24
0.24
6.18
5.09 /
1.72
1.09
6.46
5.75 /
1.47
0.71
(0.66)


5.45
4.88 /
1.85
0.57
6.11
5.29 /
1.67
0.82
(0.41)

6.43
5.31 /
1.67
1.12
6.51
5.46 /
1.68
1.05
(0.15)
5.94
5.12 /
1.69
0.82
6.24
5.45 /
1.62
0.79
(0.33)
6.34
5.55 /
1.59
0.79
6.51
5.61 /
1.62
0.90
(0.06)
6.46
5.35 /
1.67
1.11
6.52
4.94 /
2.04
1.58
0.41
6.46
CWU PSOL Trends from 2011 to 2013


7 of 15
Appendix 2
Average Responses to “Enrollment Factors” 2013 and 2011
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ENROLLMENT FACTORS
May
2013
Nov.
2011
2013 2011
4.29
4.36
(0.07)
38. Source of information: Catalog (online)
5.81
5.77
0.04
39. Source of information: College
representatives
4.69
4.51
0.18
40. Source of information: Web site
6.07
5.82
0.25
41. Source of information: Advertisements
3.39
3.35
0.04
42. Source of information: Recommendation
from instructor or program advisor
5.53
5.64
(0.11)
43. Source of information: Contact with current
students and / or recent graduates of the
program
4.74
4.77
(0.03)
44. Factor to enroll: Ability to transfer credits
6.32
5.87
0.45
45. Factor to enroll: Cost
6.03
5.85
0.18
5.86
5.84
0.02
5.88
5.83
0.05
48. Factor to enroll: Reputation of institution
5.8
5.72
0.08
49. Factor to enroll: Work schedule
6.16
5.98
0.18
50. Factor to enroll: Flexible pacing for
completing a program
6.15
6.11
0.04
51. Factor to enroll: Convenience
6.53
6.44
0.09
52. Factor to enroll: Distance from campus
5.75
5.82
(0.07)
53. Factor to enroll: Program requirements
6.25
6.2
0.05
54. Factor to enroll: Recommendations from
employer
4.54
4.37
0.17
2013 and 2011 Average Responses
37. Source of information: Catalog and
brochures (printed)
46. Factor to enroll: Financial assistance
available
47. Factor to enroll: Future employment
opportunities
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CWU PSOL Trends from 2011 to 2013
Data
bars
9 of 15
APPENDIX 3
DEMOGRAPHICS OF SURVEY RESPONDENTS – 2013 and 2011
Overall there were 253 responses in 2013 and 180 responses in 2011
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DEMOG1 Item 58 – Gender
1 – Female
2 – Male
'
Did not answer
DEMOG2 Item 59 – Age
1 – 18 and under
2 – 19 to 24
3 – 25 to 34
4 – 35 to 44
5 – 45 to 54
6 – 55 to 64
7 – 65 and older
2013
71%
29%
5
2011 Difference Data bars
74%
-4%
26%
4%
2
2013
2%
2011 Difference Data bars
0%
2%
29%
-1%
30%
-1%
20%
-1%
13%
5%
6%
-2%
1%
-1%
2
28%
29%
19%
18%
4%
0%
7
Did not answer
DEMOG3 Item 60 – Ethnicity / Race
1 – African-American
2 – American Indian or Alaskan Native
3 – Asian or Pacific Islander
4 – Caucasian/White
5 – Hispanic
6 – Other
7 – Prefer not to respond
Did not answer
2013
5%
1%
12%
67%
6%
4%
5%
7
2011 Difference Data bars
4%
1%
2%
-1%
8%
4%
72%
-4%
6%
0%
4%
0%
4%
1%
4%
DEMOG4 Item 61 – Current enrollment status
1 – Primarily online
2 – Primarily on-campus
Did not answer
2013
64%
36%
6
2011 Difference Data bars
49%
14%
51%
-14%
5
2013
79%
21%
6
2011 Difference Data bars
80%
-2%
20%
2%
3
DEMOG5 Item 62 – Current class load
1 – Full-time
2 – Part-time
Did not answer
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CWU PSOL Trends from 2011 to 2013
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DEMOG6 Item 63 – Class level
1 – First year
2 – Second year
3 – Third year
4 – Fourth year
5 - Special Student
6 - Graduate / Professional
7 - Other
Did not answer
2013
5%
3%
37%
39%
1%
9%
6%
6
2011 Difference Data bars
3%
3%
3%
0%
35%
2%
48%
-9%
1%
0%
7%
1%
3%
3%
2
DEMOG7 Item 64 – Educational goal
1 - Associate degree
2 –Bachelor's degree
3 - Master's degree
4 - Doctorate or professional degree
5 - Certification (initial or renewal)
6 - Self-improvement / pleasure
7 - Job-related training
8 - Other
Did not answer
2013
1%
76%
15%
3%
3%
0%
0%
1%
7
2011 Difference Data bars
1%
1%
75%
1%
15%
1%
5%
-2%
3%
1%
0%
0%
1%
-1%
1%
0%
6
2013
46%
30%
24%
8
2011 Difference Data bars
29%
17%
36%
-6%
35%
-11%
2
2013
39%
46%
8%
4%
3%
6
2011 Difference Data bars
32%
7%
53%
-7%
11%
-3%
2%
2%
2%
1%
6
DEMOG8 Item 65 – Employment
1 – Full-time
2 – Part-time
3 – Not employed
Did not answer
DEMOG9 Item 66 – Current residence
1 – Own house
2 – Rent room/apartment/house
3 – Relative’s house
4 – Residence hall
5 – Other residence
Did not answer
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CWU PSOL Trends from 2011 to 2013
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DEMOG10 Item 67 – Marital status
1 – Single
2 – Single with children
3 – Married
4 – Married with children
5 – Prefer not to respond
Did not answer
2013
46%
12%
16%
24%
2%
7
2011 Difference Data bars
52%
-6%
15%
-3%
15%
1%
17%
6%
1%
1%
8
2013
52%
37%
2%
9%
7
2011 Difference Data bars
42%
10%
49%
-12%
4%
-2%
5%
4%
3
DEMOG11 Item 68 – Current plans
1 – Complete online degree program
2 – Complete degree on campus
3 – Transfer credits
4 – Complete this course
Did not answer
DEMOG12 Item 69 – Current online enrollment
1 – 1 to 3 credits
2 – 4 to 6 credits
3 – 7 to 9 credits
4 – 10 to 12 credits
5 – 13 to 15 credits
6 – More than 15 credits
Did not answer
2013
9%
30%
15%
15%
23%
8%
8
2011 Difference Data bars
12%
-2%
40%
-10%
12%
3%
13%
2%
19%
4%
5%
3%
7
DEMOG13 Item 70 – Previous online enrollment
1 – No classes
2 – 1 to 3 classes
3 – 4 to 6 classes
4 – 7 to 9 classes
5 – 10 to 12 classes
6 – 13 to 15 classes
7 – More than 15 classes
Did not answer
July 26, 2013
2013
17%
24%
14%
9%
12%
12%
13%
7
2011 Difference Data bars
23%
-7%
30%
-6%
15%
-1%
8%
1%
6%
6%
9%
3%
9%
4%
5
CWU PSOL Trends from 2011 to 2013
13 of 15
DEMOG14 Item 71
This question changed from 2011 to 2013:
2011: "The amount of work completed in my online courses i9s generally"
2013: "My intended degree is"
DEMOG15 Item 72 - My home CWU campus is:
2013
1 - Ellensburg
31%
2 - Des Moines, Kent, or Pierce County
19%
3 - Lynnwood or Everett
27%
4 - Moses Lake, Wenatchee, or Yakima
8%
5 - Online: a fully online degree program
15%
Did not answer
5
2011 Difference Data bars
39%
-8%
23%
-4%
27%
-1%
6%
2%
4%
11%
3
Note: the “group codes” (majors) were quite a bit different from 2011 to 2013. Each one is listed separately
below.
N-L PSOL 2013 Group Codes
1063: Health and Physical Education: Athletic Administration (MS)
1087: Information Tech & Admin Mgt (BAS)
1088: Information Tech & Admin Mgt (BS)
1090: Interdisciplinary Studies: Social Sciences (BS)
1094: Law & Justice (BA)
1107: Paramedicine (BS)
1125: Psychology (BA)
1137: School Administration (MED)
1145: Sociology (BA)
1151: Special Education (MED)
1165: Health and Physical Education: Teaching Physical Education and Health (MS)
1166: Higher Education (MED)
1167: Literacy (MED)
1168: Not enrolled in an online degree program
Total
No Answer
July 26, 2013
CWU PSOL Trends from 2011 to 2013
N
1
47
27
48
20
3
16
2
7
5
2
4
1
59
242
11
%
0.4%
19.4%
11.2%
19.8%
8.3%
1.2%
6.6%
0.8%
2.9%
2.1%
0.8%
1.7%
0.4%
24.4%
100.0%
14 of 15
% Bars
N-L PSOL 2011 Group Codes
1001: Accounting (BS)
1006: Art (BFA)
1011: Biology (BA)
1012: Biology (BS)
1014: Business Administration (MANADEPT)
1015: Business Administration (FINODEPT)
1018: Chemistry (BS)
1023: Early Childhood Education (BAED)
1027: Elementary Education (BAED)
1028: Engineering Technology (MS)
1029: English (MA)
1031: English/Lang Arts Teaching (BA)
1038: Experimental Psychology (MS)
1041: Family and Consumer Studies (BA)
1042: Fashion Merchandising (FCSDEPT)(BS)
1044: FCS: Career & Tech Ed Teach (BS)
1053: Foreign Language Teaching (BA)
1063: Health and Physical Education (MS)
1070: Individual Studies (BA)
1073: Individual Studies (BS)
1080: Individual Studies (MS)
1087: Info Tech & Admin Mgt (BAS)
1088: Information Tech & Admin Mgt (BS)
1090: IS: Social Sciences (Large) (BS)
1091: IS: Social Sciences (Small) (BS)
1094: Law & Just (No Specialization) (BA)
1095: Law & Just (W/ Specialization) (BA)
1096: Law & Justice (MS)
1102: Mechanical Engineer Tech (BS)
1104: Music (BA)
1111: Philosophy (Small No Special) (BA)
1113: Physical Ed and School Health (BS)
1117: Political Science (Small Plan) (BA)
1123: Psy: Mental Health Counseling (MS)
1124: Psychology (Large Plan) (BA)
1125: Psychology (Small Plan) (BA)
1126: Public Health (BS)
1135: Safety & Health Management (BS)
1142: Social Services (BS)
1143: Sociology (BS)
1144: Sociology (Large Plan) (BA)
1146: Spanish (BA)
1150: Special Ed P-12 Broad Area (BAED)
1156: Theatre Arts - General Studies (BA)
1157: Theatre Arts (BFA)
1161: Undeclared
1162: Visual Art Teaching (BA)
Total
No Answer
July 26, 2013
N
19
3
1
1
6
2
1
2
10
1
1
2
1
1
3
1
1
7
4
3
1
25
10
14
8
8
5
1
1
2
1
1
1
2
6
4
1
1
4
4
3
1
1
1
1
5
2
184
5
CWU PSOL Trends from 2011 to 2013
%
10.3%
1.6%
0.5%
0.5%
3.3%
1.1%
0.5%
1.1%
5.4%
0.5%
0.5%
1.1%
0.5%
0.5%
1.6%
0.5%
0.5%
3.8%
2.2%
1.6%
0.5%
13.6%
5.4%
7.6%
4.4%
4.4%
2.7%
0.5%
0.5%
1.1%
0.5%
0.5%
0.5%
1.1%
3.3%
2.2%
0.5%
0.5%
2.2%
2.2%
1.6%
0.5%
0.5%
0.5%
0.5%
2.7%
1.1%
100.0%
% Bars
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