Service Effectiveness Survey

Purpose:

The Service Effectiveness Survey is administered to currently enrolled academic students. These students are taking classes for credit at NMC. The survey asks students to rate the importance of a series of service statements and then to rate their level of satisfaction that NMC is meeting that service expectation. A gap analysis between importance and satisfaction identifies market opportunities and retention priorities.

Highlight Results from 2006:

Top three most important service expectations:

• 1. NMC is a good value for the money – previous rankings: #3 in 2005, not asked in 2004
• 2. Overall, NMC is a good place to meet one’s educational goals or learning objectives – previous rankings: #1 in 2005, #1 in 2004
• 3. The tuition I pay is a worthwhile investment – previous rankings: #5 in 2005, #6 in 2004

Top three service expectations with the highest level of student satisfaction:

• 1. Overall, NMC is a good place to meet one’s educational goals or learning objectives – previous rankings: #3 in 2005, #4 in 2004
• 2. Health Services offerings are available if I need them.
• 3. NMC is a good value for the money

Top three marketing opportunities based on performance gap

• 1. I am able to access and make changes to my personal information online.
• 2. I am able to make decisions about courses using the printed version of the schedule of classes.
• 3. I am able to apply for admission online.

Top three retention priorities based on performance gap

• 1. The Residence halls provide a positive learning and living environment
• 2. Avenues for expressing student complaints are available if needed
• 3. The Financial Aid staff is conscientious about my situation when guiding me through the financial aid process.

Most important factor in student decision to attend NMC was that it was close to home, followed closely by affordability.

Students most frequently said they found out about NMC because they’ve lived here and they just know about it

Reports