Student Affairs Division Summary of Customer Surveys

Transcription

1 Student Affairs Division Summary of Customer Surveys December 2013

2 Table of Contents 1. Summary of online Customer Survey Summary of Focus Groups Doorstep Survey

3 Summary of online Customer Survey: November 2013 As part of the Student Affairs Division Quality Management System an online customer survey was developed and issued from 14 th -25 th Oct 2013 to a range of both internal and external stakeholders and customers. Just over 300 individuals were targeted for the survey and the response rate achieved was approximately 33%. Objectives: The objectives of the Divisional Survey were as follows: 1. To assess awareness and knowledge of the Student Affairs Division i.e. its brand identity 2. To assess Customer Satisfaction with the Division. The full report has been issued to the Management Group and is available on the Sharepoint Portal for all staff in the Division. Observations: 1. Overall very positive responses. 2. Measure of customer satisfaction related primarily to professionalism and attitude of staff, rather than to individual services provided. Generally a very high level of customer satisfaction. 3. SAA and Chaplaincy, followed by Admissions, were the most recognised units and most frequently singled out for praise for effort and helpfulness. CLO and Arts Office were the least recognised as being part of the Division. 4. Number of comments about the difficulty in identifying individuals to answer particular queries within the Division. 5. Positive comments on services and expression of satisfaction with knowledge of staff. 6. Some negative responses that can be considered by each unit. 7. The Student Affairs Division was recognised but there is potential for confusion due to the use of acronyms e.g. SAA, SA etc. 8. Suggestion that in future all Units should consider issuing a similar questionnaire so that its analysis could be fed up to Divisional Level. This was highlighted in the design of this survey. 9. The Division needs to promote its staff and services more clearly so that for example Fees is identified as being a separate department external to Student Affairs. 10. Better branding of Student Affairs is required. Note: The results of this survey and the Student Affairs Charter will be used by the facilitator to lead the focus groups but will not be issued to members of the focus group. 2

4 Summary of Customer Focus Groups: November 2013 As part of the Student Affairs Division quality management system two focus groups were set up - one for staff and one for students and were held on 13 th November An independent facilitator from Invisio moderated the group and detailed notes of the discussions were taken by a dedicated transcriber, also from Invisio. Full reports have been issued to the Management Group and are also available on the Sharepoint Portal for all staff in the Division. Objective of the focus groups included: To ascertain levels of awareness of services provided by the Student Affairs Division. To ascertain levels of satisfaction with the services offered by the Divison. To identify the degree to which the Student Affairs Division meets the commitments of its Customer Charter. Student Focus Group 6 students were engaged in discussions for approximately 1 hour and 15 minutes. Main Observations: Awareness of Student Affairs services was varied. Positive experiences overall when dealing with services provided. Some issues and suggestions for improvement were noted. In general and to a certain extent the division met its commitments under its Customer Charter. But felt students could be treated more professionally. What we can expect from you from the Customer Charter - participants felt was patronizing. Noted Student Affairs Website was good, well designed and useful. Scope for Student Affairs Division to better promote the range of services it provides. Students would feel that there was an overarching body dedicated to supporting them. 3

5 Staff Focus Group 6 staff both from Academic and Administrative backgrounds participated. Main Observations: Participants were reasonably well aware of range of services A number held the impression that Student Academic Administration and Student Affairs Division were separate, unrelated entities. Positive experiences overall were reported when dealing with the services. Issues and Suggestions for improving services were noted. These will form part of our Quality Improvement plans going forward. Some of these were specific unit issues that should be considered by the relevant units. Participants found the tone of What we expect of you from the Customer Charter - to be school master-ish. It was also noted that it is not always realistic to expect people to be clear about what you want. Expressed a preference for personal s rather than generic s addresses. Keep personal contact details be kept up to date on services websites. 4

6 Doorstep Surveys: December 2013 A short survey comprising of 6 questions was created for the purposes of assessing customer awareness and satisfaction towards the Student Affairs Division. This doorstep survey took place on campus on the day of the 2 nd and 3 rd of December 2013 using an online survey system on an ipad. Overall, 104 responses were gathered, allowing for the following observations. General Observations: Overall responses were very positive towards the Student Affairs Division. Many students who do not directly use a service are often unaware of its existence, while more students will only learn of an office when they need it for their own specific purposes. Many more students that use some the offices within the division are unaware that it is in fact categorised under the Student Affairs Division. Several of the positive comments made were directed towards the friendliness and helpfulness of the staff within each office. It must be highlighted that the location of some offices and the identification of certain staff members within these offices has proven difficult for several students. 1. Have you heard of the Student Affairs Division? 104 responses: Yes 82, 78.8% No 22, 21.2% 5

7 2. Are you aware that the Student Affairs Division encompasses the following offices? 1. Access Office 40, 38.5% 2. Admissions 48, 46.2% 3. Arts Office 25, 24% 4. Chaplaincy 34, 32.7% 5. Community Liaison Office 31, 29.8% 6. Counselling 33, 31.7% 7. Disability Support Services 30, 28.8% 8. Mature Student Office 36, 34.6% 9. Student Academic Administration 30, 28.8% 10. Student Health Centre 26, 25% 3. Have you personally used the services of, or worked with, any of the following offices in the past 12 months? 1. Access Office 21, 20.2% 2. Admissions 34, 32.7% 3. Arts Office 10, 9.6% 4. Chaplaincy 12, 11.5% 5. Community Liaison Officer 8, 7.7% 6. Counselling 12, 11.5% 7. Disability Support Services 9, 8.7% 8. Mature Student Office 12, 11.5% 9. Student Academic Administration 20, 19.2% 10. Student Health Centre 26, 25% 6

8 4. Based on your dealings with any of the offices within the Student Affairs division in the last 12 months, what would be your level of satisfaction with the service? 1. Very Satisfied 44, 42.3% 2. Satisfied 33, 31.7% 3. Indifferent 20, 19.2% 4. Dissatisfied 4, 3.8% 5. Very Dissatisfied 3, 2.9% 7

9 5. Which of the following best describes you? 1. Current Undergraduate Student 89, 85.6% 2. Current Research Postgraduate Student 5, 4.8% 3. Current Taught Postgraduate Student 3, 2.9% 4. UL Academic Staff 3, 2.9% 5. UL Administrative Staff 1, 0.9% 6. UL Research Staff 1, 0.9% 7. Other 2, 1.9% 6. Are there any further comments you would like to make regarding the level of customer service provided? 70 (67.3%) out of the 104 people asked had further comments they wished to add. The remaining 34 (32.7%) people did not wish to make any further comment: Have used services I didn't realise fell under Student Affairs Brilliant Sometimes hard to get in contact with specific people Helpful and compassionate Have not heard of any Well-staffed Want to know more! 8

10 It's grand in my opinion anyway Was happy with them Did fine Erasmus and don't know them Finding office locations confusing Good faculty. I am very happy with them Staff friendly Not clear enough what is what Anything I have used has been grand It has been great for me Volunteering really good and provided great opportunities and experience Love service but did not know it was Student Affairs No complaints No complaints Can't think of anything right now Not now Happy with facilities I have used Delighted Delighted Happy with service Happy but didn't realise they were categorised as Student Affairs Both are top of the range Only aware of offices I have needed to use Often fed up with waiting for answers Did not know other titles came under Student Affairs title? Never heard of ye Found it difficult to identify specific person to help Happy Very well organised No worries Kind and useful to say the least I am happy with everything on campus Work very hard to entertain Very good workers Have a nice day Always able to provide me with the information I need Easy to locate Kind staff Always helpful Keep it up Took ages for a response 9

11 Efficient Extremely helpful Was pleased with my experience Seems like a great place. Have heard nothing but good things Very professional staff Mixed emotions but chaplaincy is brilliant Courteous Not enough experience to make a call on it Real pros They're unreal Got what I needed I can never get a quick answer Chaplaincy service has been my main protocol and has been great I don't know what SA is I had an enquiry and they got right back to me Kind and helpful when needed them Friendly and helpful Great staff Helped a lot Very helpful Did not know incorporated offices Very friendly staff 10