SSI: Student Satisfaction Inventory

SSI: Student Satisfaction Inventory

2010 Results

Today’s Agenda

• Demographics• 2010 RCTC SSI Strengths and Weaknesses• Midwestern and National Community Colleges

Comparisons• Summary Questions• SSI Benchmarks• SSI/PSOL Comparisons• Next Steps

Demographics

2010 SSI National and Midwestern Comparisons

• National Group: 178,116 participants from 204 institutions

• Midwestern: 61,025 records

• Minnesota Colleges: •Alexandria Technical College•Century College•Inver Hills Community College•Lake Superior College•North Hennepin Community College

•Northwest Technical College•Rochester Community and Technical College•South Central College•White Earth Tribal and Community College

RCTC/National 2010 Demographics

RCTC National

Gender Female 52% 60%

Male 48% 40%

Age 24 and under 72% 62%

Ethnicity/Race Caucasian 81% 64%

Students of color 11% 28%

Enrollment Status Day 96% 78%

Evening 4% 21%

Current Class Load Full-time 81% 71%

Part-time 19% 29%

RCTC SSI Survey Participation

2003 2004 2005 2006 2008 20100

100

200

300

400

500

600

700

800

900

1000 Higher is better

Note: 11th year of participation since 1998.

RCTC Strengths and Opportunities

RCTC Strengths 2010

18. The quality of instruction I receive in most of my classes is excellent.58. Nearly all of the faculty are knowledgeable in their fields.69. There is a good variety of courses provided on this campus.71. Campus item 1: My instructors promote an active and collaborative learning environment.

70. I am able to experience intellectual growth here.80. Campus item 10: My College coursework develops my personal and professional accountability.61. Faculty are usually available after class and during office hours.68. On the whole, the campus is well-maintained.34. Computer labs are adequate and accessible.76. Campus item 6: My College coursework develops my critical thinking skills.78. Campus item 8: My College coursework develops my communication skills.42. The equipment in the lab facilities is kept up to date.43. Class change (drop/add) policies are reasonable.14. Library resources and services are adequate.

Strengths = items in the top half of importance and the top 25% of satisfaction scores

Mean Difference: Positive and Negative

Asterisks indicate the level of statistical significance. – “*” = at the .05 level; – “**” = at the .01 level; – “***” = at the .001 level.

This is an indication that these differences did not occur by chance.

SSI National and Midwestern Comparisons

• Only 1 item from RCTC SSI scores was higher than the midwestern community colleges: – 10. Child care facilities are available on campus. *** (RCTC 4.65;

Midwest 4.41)

• Two items from RCTC SSI scores were higher than the national aggregation:– 39. The amount of student parking space on campus is adequate. ***

(RCTC 4.69; National 4.44)– 10. child care facilities are available on campus. ** (RCTC 4.65;

National 4.44)

2010 Items with Higher Satisfaction than 2008

Item 2010 2008

39. The amount of student parking space on campus is adequate. 4.69*** 3.74

43. Class change (drop/add) policies are reasonable. 5.32** 5.09

78. Campus item 8: My College coursework develops my communication skills. 5.52** 5.31

7. Adequate financial aid is available for most students. 4.97* 4.77

68. On the whole, the campus is well-maintained. 5.61** 5.42

51. There are convenient ways of paying my school bill. 5.17* 4.99

71. Campus item 1: My instructors promote an active and collaborative learning environment. 5.56* 5.39

70. I am able to experience intellectual growth here. 5.49* 5.33

RCTC SSI Items: Top 10 Highest Satisfaction

Item Satisfaction Importance

68. On the whole, the campus is well-maintained. 5.61 6.11

80. Campus item 10a: My College coursework develops my personal and professional accountability. 5.58 6.15

71. Campus item 1: My instructors promote an active and collaborative learning environment. 5.56 6.25

14. Library resources and services are adequate. 5.53 5.99

78. Campus item 8: My College coursework develops my communication skills. 5.52 6.05

58. Nearly all of the faculty are knowledgeable in their fields. 5.49 6.28

70. I am able to experience intellectual growth here. 5.49 6.23

61. Faculty are usually available after class and during office hours. 5.47 6.14

76. Campus item 6: My College coursework develops my critical thinking skills. 5.47 6.10

69. There is a good variety of courses provided on this campus. 5.45 6.26

Ways to Build on Strengths...

1. Provide positive feedback to the campus.

2. Use high performing areas as models for other departments.

3. Incorporate strengths into your recruiting/marketing messages.

4. Communicate results.

5. Celebrate.

RCTC Opportunities 20108. Classes are scheduled at times that are convenient for me.15. I am able to register for classes I need with few conflicts.72. Campus item 2: My instructors assess my learning using methods other than just test scores.32. My academic advisor is knowledgeable about my program requirements.7. Adequate financial aid is available for most students.29. Faculty are fair and unbiased in their treatment of individual students.6. My academic advisor is approachable.52. This school does whatever it can to help me reach my educational goals.39. The amount of student parking space on campus is adequate.65. Students are notified early in the term if they are doing poorly in a class.40. My academic advisor is knowledgeable about the transfer requirements of other schools.23. Faculty are understanding of students' unique life circumstances.5. The personnel involved in registration are helpful.25. My academic advisor is concerned about my success as an individual.63. I seldom get the "run-around" when seeking information on this campus.

Opportunities = items in the top half of importance and the bottom 25% of satisfaction scores or top 25% of performance gaps (still in top half of importance)

2010 RCTC SSI Items with Lowest SatisfactionItem Satisfaction Importance

17. Personnel in the Veterans' Services program are helpful. 4.44 4.42

12. My academic advisor helps me set goals to work toward. 4.45 5.83

25. My academic advisor is concerned about my success as an individual. 4.46 6.00

65. Students are notified early in the term if they are doing poorly in a class. 4.47 6.08

19. This campus provides effective support services for displaced homemakers. 4.56 4.84

67. Channels for expressing student complaints are readily available. 4.59 5.83

40. My academic advisor is knowledgeable about the transfer requirements of other schools. 4.60 6.07

30. The career services office provides students with the help they need to get a job. 4.63 5.71

4. Security staff are helpful. 4.65 5.20

Note: Order begins with lowest satisfaction. Red circles indicate a gap of 1.2 or greater.

Survey Captures 3 Scores for Prioritizing

Importance – Satisfaction = Performance Gap

Importance

Satisfaction

Importance

Satisfaction

1 2 3

Unmet Student Expectations

2003 2004 2005 2006 2008 201002468

101214161820

1413

11 10

18

16

Gaps between importance and satisfaction results

Lower is better

Note: # of items with gaps of 1.2 or greater

Gaps between Importance and Satisfaction >-1.2

Item Importance Satisfaction Gap

65. Students are notified early in the term if they are doing poorly in a class. 6.08 4.47 1.61

25. My academic advisor is concerned about my success as an individual. 6.00 4.46 1.54

40. My academic advisor is knowledgeable about the transfer requirements of other schools. 6.07 4.60 1.47

6. My academic advisor is approachable. 6.14 4.70 1.44

39. The amount of student parking space on campus is adequate. 6.08 4.69 1.39

12. My academic advisor helps me set goals to work toward. 5.83 4.45 1.38

52. This school does whatever it can to help me reach my educational goals. 6.09 4.78 1.31

5. The personnel involved in registration are helpful. 6.01 4.72 1.29

Gaps between Importance and Satisfaction >-1.2

Item Importance Satisfaction Gap

16. The college shows concern for students as individuals. 5.93 4.65 1.28

32. My academic advisor is knowledgeable about my program requirements. 6.19 4.92 1.27

63. I seldom get the "run-around" when seeking information on this campus. 5.96 4.70 1.26

48. Counseling staff care about students as individuals. 5.93 4.67 1.26

72. Campus item 2 6.24 4.99 1.25

67. Channels for expressing student complaints are readily available. 5.83 4.59 1.24

7. Adequate financial aid is available for most students. 6.18 4.97 1.21

20. Financial aid counselors are helpful. 5.88 4.67 1.21

…continued

Ways to Improve . . .1. Go deeper by conducting focus groups.

2. Prioritize what has most impact.

3. Develop action steps.

4. Act.

5. Periodically check progress.

6. Celebrate improvement.

7. Enhance communications to Stakeholders

RCTC vs.

Midwesternand

National

Highest Mean Difference Scores vs. Midwestern

Item RCTC Satisfaction

MidwestSatisfaction Difference

6. My academic advisor is approachable. 4.70 5.48 -0.78***5. The personnel involved in registration are helpful. 4.72 5.41 -0.69***

25. My academic advisor is concerned about my success as an individual. 4.46 5.15 -0.69***

12. My academic advisor helps me set goals to work toward. 4.45 5.04 -0.59***

32. My academic advisor is knowledgeable about my program requirements. 4.92 5.49 -0.57***

48. Counseling staff care about students as individuals. 4.67 5.24 -0.57***

16. The college shows concern for students as individuals. 4.65 5.20 -0.55***

28. It is an enjoyable experience to be a student on this campus. 5.05 5.55 -0.50***

52. This school does whatever it can to help me reach my educational goals. 4.78 5.28 -0.50***49. Admissions counselors respond to prospective students' unique needs and requests. 4.74 5.23 -0.49***

63. I seldom get the "run-around" when seeking information on this campus. 4.70 5.19 -0.49***

Note: 69 items with *** out of 76 items.

Highest Mean Difference Scores vs. National Average

Item RCTC Satisfaction

National Satisfaction Difference

6. My academic advisor is approachable. 4.70 5.41 -0.71***

25. My academic advisor is concerned about my success as an individual. 4.46 5.07 -0.61***

12. My academic advisor helps me set goals to work toward. 4.45 5.02 -0.57***

48. Counseling staff care about students as individuals. 4.67 5.19 -0.52***

16. The college shows concern for students as individuals. 4.65 5.14 -0.49***

28. It is an enjoyable experience to be a student on this campus. 5.05 5.52 -0.47***

52. This school does whatever it can to help me reach my educational goals. 4.78 5.25 -0.47***

65. Students are notified early in the term if they are doing poorly in a class. 4.47 4.91 -0.44***

49. Admissions counselors respond to prospective students' unique needs and requests. 4.74 5.18 -0.44***

Note: 60 with *** out of 76 items.

Summary Question Comparisons

Summary Item RCTC2010

RCTC2008

vs. Midwest 2010

vs. National2010

So far, how has your college experience met your expectations? 4.46 4.45 4.75*** 4.79***

Rate your overall satisfaction with your experience here thus far. 5.05 5.04 5.46*** 5.46***

All in all, if you had to do it all over, would you enroll here again? 5.15 5.22 5.70*** 5.72***

Met your expectations?

2003 2004 2005 2006 2008 20104.1

4.2

4.3

4.4

4.5

4.6

4.7

4.8

4.9 Higher is better

1 = Not satisfied at all; 7 = Very satisfied

Overall satisfaction.

2003 2004 2005 2006 2008 20104.80

4.90

5.00

5.10

5.20

5.30

5.40



Enroll here again?

2003 2004 2005 2006 2008 20104.90

5.00

5.10

5.20

5.30

5.40

5.50

5.60

5.70



2010 Benchmark SatisfactionBenchmark 2010 2008 vs. Midwest vs. NationalAcademic Services 5.31 5.21 5.48*** 5.46***

Responsiveness to Diverse Populations 5.22 5.15 5.49*** 5.49***

Registration Effectiveness 5.15 4.99 5.47*** 5.43***

Instructional Effectiveness 5.13 5.09 5.47*** 5.42***

Student Centeredness 4.98 5.00 5.44*** 5.38***

Campus Climate 4.96 4.94 5.37*** 5.31***

Service Excellence 4.95 4.90 5.34*** 5.28***Safety and Security 4.91 4.67 5.05*** 5.00*Admissions and Financial Aid 4.84 4.75 5.20*** 5.14***

Concern for the Individual 4.79 4.83 5.29*** 5.24***

Campus Support Services 4.75 4.68 5.00*** 4.97***

Academic Advising/Counseling 4.66 4.70 5.27*** 5.21***

Academic Advising & Counseling Benchmarkassesses the academic advising program, evaluating advisors and counselors on their knowledge,

competence, approachability, and personal concern for students.

2003 2004 2005 2006 2008 20104.40

4.50

4.60

4.70

4.80

4.90

5.00

5.10

5.20

5.30

1 = Not satisfied at all, 7= Very satisfied

Higher is better

Academic Advising & Counseling Benchmark Breakdown

2001 2002 2003 2004 2005 2006 2008 20104.40

4.50

4.60

4.70

4.80

4.90

5.00

5.10

5.20

6. My academic advisor is approachable.

12. My academic advisor helps me set goals to work toward.

25. My academic advisor is concerned about my success as an individual.

32. My academic advisor is knowl-edgeable about my program require-ments.

40. My academic advisor is knowledge-able about the transfer requirements of other schools.

48. Counseling staff care about students as individuals.

52. This school does whatever it can to help me reach my educational goals.

Higher is better


Academic Services Benchmarkassesses services that students utilize to achieve their academic goals,

such as the library, computer labs, tutoring, and study areas.

2003 2004 2005 2006 2008 20104.95

5.05

5.15

5.25

5.35

5.45

Higher is better


Academic Services Benchmark Breakdown

2001 2002 2003 2004 2005 2006 2008 20104.40

4.60

4.80

5.00

5.20

5.40

5.60 14. Library resources and services are adquate

34. Computer labs are adequate and accessable

42. The equipment in the lab facil-ities is kept up to date

21. There are a sufficient number of study areas on campus

26. Library staff are helpful and approachable

55. Academic support services adequately meet the needs of students

50. Tutoring services are readily available

Higher is better


Admissions & Financial Aid Benchmarkmeasures the competence of admissions counselors,

along with students' perceptions of the financial aid programs.

2003 2004 2005 2006 2008 20104.50

4.60

4.70

4.80

4.90

5.00

5.10

5.20



Admissions & Financial AidBenchmark Breakdown

2001 2002 2003 2004 2005 2006 2008 20104.20

4.30

4.40

4.50

4.60

4.70

4.80

4.90

5.00

5.10

5.20 7. Adequate financial aid is available for most students

41. Admissions staff are knowl-edgeable

13. Financial aid awards are an-nounced to students in time to be helpful in college planning

20. Financial aid counselors are help-ful

49. Admissions counselors respond to prospective students' needs and requests

33. Admissions counselors accu-rately portray the campus in their recruiting practices

Higher is better


Campus Climate Benchmarkevaluates how the institution promotes a sense of campus pride and belonging.

2003 2004 2005 2006 2008 20104.80

4.90

5.00

5.10

5.20

5.30



Campus Climate Benchmark Breakdown

2001 2002 2003 2004 2005 2006 2008 20104.20

4.40

4.60

4.80

5.00

5.20

5.40

5.601. Most students feel a sense of belonging here.

2. Faculty care about me as an individual.

16. The college shows concern for students as individuals.

22. People on this campus respect and are supportive of each other.

27. The campus staff are caring and helpful.

28. It is an enjoyable experience to be a student on this campus.

31. The campus is safe and secure for all students.

36. Students are made to feel welcome on this campus.

44. I generally know what's happening on campus.

45. This institution has a good reputation within the community.

52. This school does whatever it can to help me reach my educational goals.

57. Administrators are approachable to students.

59. New student orientation services help students adjust to college.

63. I seldom get the "run-around" when seek-ing information on this campus.

67. Channels for expressing student complaints are readily available.

Higher is better


Campus Support Services Benchmarkassesses the quality of support programs and services.

2003 2004 2005 2006 2008 20104.40

4.50

4.60

4.70

4.80

4.90

5.00



Campus Support Services Benchmark Breakdown

2001 2002 2003 2004 2005 2006 2008 20104.20

4.40

4.60

4.80

5.00

5.2010. Child care facilities are available on campus.

17. Personnel in the Veterans' Services program are helpful.

19. This campus provides ef -fective support services for displaced homemakers.

30. The career services office provides students with the help they need to get a job.

38. The student center is a com-fortable place for students to spend their leisure time.

47. There are adequate services to help me decide upon a ca-reer.

59. New student orientation services help students adjust to college.

Higher is better


Concern for the Individual Benchmarkassesses your commitment to treating each student as an individual. This assessment includes groups who

deal personally with students (e.g., faculty, advisors, counselors, and staff).

2003 2004 2005 2006 2008 20104.40

4.50

4.60

4.70

4.80

4.90

5.00

5.10

5.20

5.30


Higher is better

Concern for the Individual Benchmark Breakdown

2001 2002 2003 2004 2005 2006 2008 20104.40

4.50

4.60

4.70

4.80

4.90

5.00

5.10

5.20

5.30

2. Faculty care about me as an individual.


25. My academic advisor is concerned about my success as an individual.

29. Faculty are fair and unbi-ased in their treatment of in-dividual students.

48. Counseling staff care about students as individuals.

Higher is better


Instructional Effectiveness Benchmarkmeasures students' academic experiences, the curriculum,

and the campus's commitment to academic excellence.

2003 2004 2005 2006 2008 20104.90

5.00

5.10

5.20

5.30

5.40

5.50


Higher is better

Instructional Effectiveness Benchmark Breakdown

2001 2002 2003 2004 2005 2006 2008 20104.30

4.50

4.70

4.90

5.10

5.30

5.50

5.70 2. Faculty care about me as an individual.

18. The quality of instruction I receive in most of my classes is excellent.

23. Faculty are understanding of students' unique life circumstances.

29. Faculty are fair and unbiased in their treatment of individual students.

37. Faculty take into consideration student dif -ferences as they teach a course.

46. Faculty provide timely feedback about student progress in a course.

54. Faculty are interested in my academic prob-lems.

58. Nearly all of the faculty are knowledgeable in their fields.

61. Faculty are usually available after class and during office hours.

64. Nearly all classes deal with practical expe-riences and applications.

65. Students are notified early in the term if they are doing poorly in a class.

66. Program requirements are clear and rea-sonable.

69. There is a good variety of courses provided on this campus.

70. I am able to experience intellectual growth here.

Higher is better


Registration Effectiveness Benchmarkassesses registration and billing, including how smooth the registration process is.

2003 2004 2005 2006 2008 20104.90

5.00

5.10

5.20

5.30

5.40



Registration EffectivenessBenchmark Breakdown

2001 2002 2003 2004 2005 2006 2008 20104.40

4.60

4.80

5.00

5.20

5.40

5.60 5. The personnel involved in registration are helpful.

8. Classes are scheduled at times that are con-venient for me.

15. I am able to register for classes I need with few conflicts.

35. Policies and procedures regarding registra-tion and course selection are clear and well-pub-licized.

43. Class change (drop/add) policies are rea-sonable.

51. There are convenient ways of paying my school bill.

56. The business office is open during hours which are convenient for most students.

60. Billing policies are reasonable.

62. Bookstore staff are helpful.

Higher is better


Responsiveness to Diverse Populations Benchmarkassesses the institution's commitment to specific groups of students enrolled at the institution (e.g., under-represented populations,

students with disabilities, commuters, part-time students, and adult learners).

2003 2004 2005 2006 2008 20104.90

5.00

5.10

5.20

5.30

5.40

5.50


Higher is better

Responsiveness to Diverse PopulationsBenchmark Breakdown

2001 2002 2003 2004 2005 2006 2008 20104.70

4.80

4.90

5.00

5.10

5.20

5.30

5.40

5.50

81. Institution's commitment to part-time students?

82. Institution's commitment to evening students?

83. Institution's commitment to older, returning learners?

84. Institution's commitment to under-represented popula-tions?

85. Institution's commitment to commuters?

86. Institution's commitment to students with disabilities?

Higher is better


Safety and Security Benchmarkmeasures the campus' responsiveness to students' personal safety and security.

2003 2004 2005 2006 2008 20104.30

4.40

4.50

4.60

4.70

4.80

4.90

5.00


Higher is better

Safety and Security Benchmark Breakdown

2001 2002 2003 2004 2005 2006 2008 20103.00

3.50

4.00

4.50

5.00

5.504. Security staff are helpful.

11. Security staff respond quickly in emergencies.

24. Parking lots are well-lighted and secure.

31. The campus is safe and secure for all students.

39. The amount of student parking space on campus is adequate.

Higher is better


Service Excellence Benchmarkmeasures quality of service and personal concern for students in various areas of campus.

2003 2004 2005 2006 2008 20104.60

4.70

4.80

4.90

5.00

5.10

5.20



Service ExcellenceBenchmark Breakdown

2001 2002 2003 2004 2005 2006 2008 20104.20

4.40

4.60

4.80

5.00

5.20

5.40

5.605. The personnel involved in registration are helpful.

22. People on this campus respect and are supportive of each other.

26. Library staff are helpful and approachable.


44. I generally know what's happening on campus.


62. Bookstore staff are helpful.

63. I seldom get the "run-around" when seeking information on this campus.

67. Channels for expressing student complaints are readily available.

Higher is better


Student Centeredness Benchmarkmeasures the institution's attitude toward students and the extent to which they feel welcome and valued.

2003 2004 2005 2006 2008 20104.80

4.90

5.00

5.10

5.20

5.30

5.40


Higher is better

Student Centeredness Benchmark Breakdown

2001 2002 2003 2004 2005 2006 2008 20104.30

4.50

4.70

4.90

5.10

5.30

5.501. Most students feel a sense of belonging here.



28. It is an enjoyable expe-rience to be a student on this campus.

36. Students are made to feel welcome on this campus.


Higher is better


Comparison of Satisfaction Scores on 10 Key Items: SSI/PSOL

Item

RCTC SSI

2010Mid-

westernSSI 2010

NationalSSI

2010

RCTC PSOL 2010

MN Online – PSOL 2010

National– PSOL

2010

There are sufficient offerings within my program of study. 5.45 5.67 5.61 5.38 5.44 5.76

The quality of instruction is excellent. 5.34 5.59 5.59 5.31 5.40 5.74

The frequency of student/instructor interactions is adequate. 5.47 5.67 5.62 5.57 5.59 5.69

Faculty provide timely feedback about student progress. 5.00 5.33 5.30 5.38 5.48 5.62

Program requirements are clear and reasonable. 5.18 5.59 5.53 5.58 5.64 5.81

Adequate financial aid is available. 4.97 5.20 5.16 5.49 5.54 5.60

Faculty are responsive to student needs. 4.83 5.26 5.19 5.59 5.65 5.77

Registration processes are convenient. 5.11 5.46 5.41 6.20 6.21 6.24

Tuition paid is a worthwhile investment. N/A N/A N/A 5.53 5.63 5.64


What happens next with the data is most important

Identifying Next Steps

Questions to Consider

• What are you going to do (goals, strategies, actions)?

• When are you going to do it (timelines, short-term, longer-term)?

• Who is responsible for doing it (person, team, department)?

• What resources are needed (budget, staffing, technology, etc.)?

• How will you know it has been accomplished (dashboardmeasures)?

Inform the

campus how you responde

d

Documents

SSI: Student Satisfaction Inventory