2015 Student Satisfaction Survey Results Presentation v3 - Final
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The survey found that 1502 students responded, representing 3% of students. It showed that satisfaction with Student Fiscal Services was higher than industry benchmarks, especially for in-person services compared to online. While most comments were positive or neutral, students particularly liked the staff but disliked credit card fees and some online processes. Student Fiscal Services aims to improve communication, coordination, and systems based on survey feedback.
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2015 Student Satisfaction Survey Results Presentation v3 - Final
- 1. The Voice of Our Students Student Fiscal Services Student Satisfaction Survey Results Spring 2015 Version: 3 - Final Revised: 08/12/2015 Final: 08/14/2015
- 2. Who took the Survey? Survey questions and format standardized since 2008 Available for 77 Days during Spring Quarter 1,502 students responded representing ~3.0 % of the Spring quarter student population of 50,728 100 of the student responses included additional written comments 2
- 3. Overall Service Satisfaction? SFS compares favorably to three similar industry benchmarks* from 2014: 75% Finance & Insurance 65% Public Administration/ Government 73% E-Business And out performs the last AAU Bursars survey benchmark of 64% 3 Top two scores of a 5-point scale indicated Satisfied (Measure changed in 2015 from a stand alone 7-point measure to an aggregated measure based on separate In-Person/Counter versus Online/Remote services ratings.) * American Customer Satisfaction Index - Customer Satisfaction Benchmarks - Benchmarks by Sector http://www.theacsi.org/customer-satisfaction-benchmarks/benchmarks-by-sector
- 4. What About Our Services? Students generally express greater satisfaction with our In-Person/Counter versus Online/Remote services Results indicate that improvements implemented across all services since last years survey have been effective 4 Top two scores of a 5-point scale indicated Satisfied"
- 5. What About Our Communications? SFS proactively informs students of important information and dates via Email notifications as well as through our Website, their MyUW portal and via social media updates. 5 Students prefer to receive communications from SFS by: Email (80%), Website (15%), Other Means (3%), No Preference (2%) Top two scores of a 5-point scale indicated Satisfied"
- 6. What Did Students Tell Us? 100 of the student responses included comments Students comments were: 41% Positive 36% Neutral 23% Negative 6 % of Comments Tone Class Positive Neutral Negative Freshman 64% 29% 7% Sophomore 25% 50% 25% Junior 43% 38% 19% Senior 36% 36% 27% Graduate 37% 34% 29% Grand Total 41% 36% 23%
- 7. What Did Students Like The Most? Based on the comments, students liked Our Staff: Friendly, very helpful, awesome, fantastic, fast, courteous, incredible, knowledgeable, professional Payment Processing: Convenient, efficient, easy, accurate, smooth, reliable Direct Communications: Helpful reception on calls, fast and helpful email response, helpful tuition reminders, no hassle communications 7
- 8. What Did Students Like The Least? Based on the comments, students disliked Credit Card Surcharge: Absurd, exorbitant, massive charge, dislike, please remove, eliminate it Electronic/Web Communications: Clearer instructions for online payments, better parent payment information, clearer information about aid disbursements Process Efficiencies: Web payment portal not as user friendly as it could be for students or parents 8
- 9. What Are We Doing? We continuously seek to improve our customer service on a daily basis using Lean management principles. Our teams meet for a daily huddles, and monitor key processes for issues to ensure customer needs are met in a timely and efficient manner. In conjunction with our process partners across all three UW campuses, we work hand-in-hand to proactively identify issues and solve them before they impact students, parents, faculty and staff. Through our Lean processes improvement efforts, our staff identifies and implements a variety of initiatives and projects to continually improve our processes to enhance our customer service, increase efficiencies, and lower costs. 9
- 10. Weve identified areas to further improve the experience of our students, which weve continuously focused on: Coordinating activities with process partners to create a more seamless student experience Contacting our students to better understand their communication and service needs through feedback provided in daily communications, targeted surveys, the annual survey, and interviews to inform our process improvements Aligning and refreshing information across all our communication channels to ensure that our website, email systems, and chat system contain consistent and current information Continuously reviewing protocols for handling phone calls, emails, and chat session to identify best practices and methodologies to adopt and apply to customer communications Ongoing cross training and professional development of staff to ensure quality and consistent service delivery to students Improving the capabilities and efficiency of our business systems and processes to allow staff to focus more time on better serving students 10
- 11. Questions? Please contact the individuals below via our website with questions: Policy, Strategy, Institutional Inquiries Roy Lirio, Director Customer Service, Process Improvements Marisa Martin, Assistant Director Survey Design, Delivery, Analysis Colin Sachs, Financial Data Analyst SFS Website Contact Us Form: http://f2.washington.edu/fm/sfs/contact 11