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 2008:

• About 50% of students at NMC attend to earn transfer credits
• 97% said they were on track for accomplishing their educational goal
• Safe campus environment and adequate parking topped the importance list
• Safe campus environment and services provided by the library staff topped the satisfaction list
• Parking, financial aid, and the bookstore services were the top three retention priorities
• Access to information on NMC’s website was rated as exceeding student expectations
• Student engagement index was an 8.6 out of 10
• Students rate NMC more favorably on every aspect of the engagement index than similar educational institutions
• Primary NMC competitors include Ferris State University, Grand Valley State University, Baker College, and Central Michigan University
• Affordability and close to home ranked the most important in students’ decision to attend NMC
• Newspaper and radio advertising were the least important items in students’ decision to attend NMC
• Students rated their satisfaction with the value of an NMC education very high (8.75 out of 10)
• Students rated their likelihood to recommend NMC to an associate very high (8.78 out of 10)
• Asked for one aspect of their NMC experience that exceeded their expectations, 30% said the excellent faculty and staff

Reports