Student Satisfaction Survey
Stage 4

Assessment Activities

Assessment Methods

post-customer service skills training survey

Assessment DescriptionA student satisfaction survey was conducted in Fall 2012. After reviewing the findings, it was decided to provide a customer service training for all front desk/phone staff. In Spring 2013, the Customer Service Skills Training was conducted. Front desk/phone staff completed a post-training survey regarding skills learned to improve their customer service skills.
Learning Outcomes•Students are able to navigate the educational and student support services to enhance their success.

•Students are able to make decisions related to their educational and personal goals.

The Student Satisfaction Survey conducted in Fall 2012 supported the above SLOs. Although there were no specific SLOs for Customer Service Skills Training, a question about NSCD's the Front office staff's efficiency and courtesy was included on the survey. Based on student responses, the department decided to provide a Customer Service Skills Training to improve service delivery.
Number of Counselorssix counseling office staff
Number of Studentscustomer service training was conducted based on 353 student satisfaction survey responses from Fall 2012

Data Analysis

Data Shared With

Faculty and staff within our department

Data Sharing Methods
  • Email
  • Website review and commentary
  • Shared document files
  • HARD COPY - In a department filing system (department office)
Data SummaryFront desk/phone staff were asked to list the ways that they learned to improve their customer service skills while working with students encountered in the counseling office.
Data AnalysisFront desk/phone staff reported the following are six major areas of customer service skills they learned from the training.

1. Answering the phone

2. Be a good listener

3. Stay calm

4. Team work

5. Soft skills

6. Self Care
Next Steps Planned

Additional customer service skills training will be conducted on May 23, 2013 for the classified staff in the Student Development Division.

Learning OutcomesNo options chosen

Changes

Details

Overall, classified staff responded to the Customer Service Skills Training positively. The front desk/phone staff will continue to apply various customer service skills learned to improve the quality of service delivery.

Learning Outcomes•Students are able to navigate the educational and student support services to enhance their success.

•Students are able to make decisions related to their educational and personal goals.

The Student Satisfaction Survey conducted in Fall 2012 supported the above SLOs. Although there were no specific SLOs for Customer Service Skills Training, a question about NSCD's the Front office staff's efficiency and courtesy was included on the survey. Based on student responses, the department decided to provide a Customer Service Skills Training to improve service delivery.

Tentative Future Assessment Plans

Assessment Termoutcomes-assessment activities pending Student Development Division Re-organization
Assessment Activities

outcomes-assessment activities pending Student Development Division Re-organization

Assessment DetailsNo answer

SLO Details Storage Location

Additional Highlights

According to the above Student Learning Outcomes, the findings from the student satisfaction survey conducted in Fall 2012 indicate high satisfaction with a range of 3.72 (based on a 4.0 scale) for information helping students to choose an educational goal to 3.58 for counseling referrals. While students who receive counseling services from our department indicate high level of satisfaction, our department is committed to continue to provide excellent services. Based on the student responses, the department decided to provide a Customer Service Skills Training to improve service delivery. In Spring 2013, the NSCD front desk/phone staff successfully completed the Customer Service Skills Training and responded positively. Additional customer service skills training will be conducted on May 23, 2013 for the classified staff in the Student Development Division. The front desk/phone staff reported they will continue to apply various customer service skills learned to improve the quality of service delivery in the counseling office.

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