STUDENT SATISFACTION INVENTORY
REPORT BRIEF (2013)
The Student Satisfaction Inventory measures student satisfaction with a wide range of college experiences. The survey
assumes that students have definite expectations about their experiences and are satisfied when those expectations are met
by CNM. In addition to assessing satisfaction, the survey also asks students what is important to them. By obtaining student
feedback on both satisfaction and importance, we can better identify opportunities for improvement.
SURVEY METHODOLOGY
The Office of Planning & Institutional Effectiveness (OPIE) at CNM administered the Noel-Levitz Student Satisfaction Inventory
(SSI) during the Fall 2013 term by e-mail to all students enrolled. For the 100 questions the survey asked on behalf of CNM, on
average over 4,400 responses were collected for calculating a satisfaction and an importance rating. Noel-Levitz performed the
data entry and provided comparisons. Each student rates statements about the institution by importance and satisfaction on a
scale from 1 to 7 where 1 is least important/satisfied and 7 is most important/satisfied. OPIE prepared this report brief.
Topline Results
The results of three Noel-Levitz Student Satisfaction Inventories conducted between 2007 and 2013
suggest that students’ overall perceptions of CNM have been increasingly positive. Among the general
areas the surveys inquire about, only satisfaction with Instructional Effectiveness declined; however, the
average ratings in this area remained above the national community college average. The other major
areas, Academic Advising, Academic Services, Admissions & Financial Aid, Campus Climate, Campus
Support, Concern for the Individual, Registration Effectiveness, Safety & Security, and Service Excellence
all showed gradual improvement from 2007 to 2013.
Women and full-time students responded at a higher rate than men and part-time students when
compared to the overall student population. The age structure, in contrast, is very close to the
demographics observed for the fall term. Gender differences were statistically significant on the
responses shown in the graph below:
The five items showing the lowest ratings for CNM, according to the satisfaction scores, were related to
availability of childcare services, adequacy of parking facilities, early notification of poor academic
performance, channels for expressing complaints, and getting the ‘run-around’ when seeking
information. Even though these were the lowest rated items, CNM’s mean ratings on these were
comparable to or above national means for community colleges.
The highest satisfaction ratings for CNM were largely related to student learning. Students generally
reported finding their classes to be intellectually stimulating. In addition, students generally rated the
CNM campus highly in terms of being well maintained. Out of 100 questions, the five highest rating
items pertained to the ability to experience intellectual growth, campus maintenance, preparation to
communicate effectively, preparation to solve problems, and preparation to use computer technology, .
The students also answered questions about their choice to come to CNM. Nearly 90% of students said
given the chance to do it all over again, they’d probably enroll at CNM again. A large majority of
students also say CNM has exceeded their expectations and that they are satisfied with their experience
at CNM to date. The rates of people saying CNM has exceeded expectations, that they are satisfied with
CNM, and that they would come to CNM given the opportunity to do it again, have continued to climb
with time as well.
The following tables and charts show the 2013 results by functional area:
ACADEMIC ADVISING/COUNSELING: assesses CNM’s academic advising program. Academic Advisors and counselors are
evaluated on the basis of their knowledge, competence and personal concern for student success, as well as their
approachability.
CNM Academic Advising/Counseling Fall 2013
CNM Academic Advising/Counseling Fall 2010
CNM Academic Advising/Counseling Fall 2007
Individual Questions for Fall 2013
My academic advisor is approachable.
Counseling staff care about students as individuals.
This school does whatever it can to help me reach my educational goals.
My academic advisor helps me set goals to work toward.
My academic advisor is concerned about my success as an individual.
My academic advisor is knowledgeable about my program requirements.
My academic advisor is knowledgeable about the transfer requirements of other schools.
Importance Satisfaction
5.45
6.44
6.44
5.28
5.16
6.40
6.45
6.39
6.49
6.36
6.34
6.56
6.50
5.65
5.59
5.55
5.33
5.25
5.43
5.33
Gap
0.99
1.16
1.24
0.80
0.80
0.94
1.03
1.09
1.13
1.17
ACADEMIC SERVICES: assesses services students utilize to achieve their academic goals. These services include the
library, computer labs, tutoring and study areas.
CNM Academic Services Fall 13
CNM Academic Services Fall 10
CNM Academic Services Fall 07
Importance Satisfaction
6.44
5.88
6.44
5.72
6.42
5.71
Individual Questions for Fall 2013
Library staff are helpful and approachable.
There are a sufficient number of study areas on campus.
Library resources and services are adequate.
Tutoring services are readily available.
The equipment in the lab facilities is kept up to date.
Computer labs are adequate and accessible.
Academic support services adequately meet the needs of students.
6.32
6.41
6.47
6.44
6.48
6.54
6.41
5.89
5.96
5.99
5.90
5.88
5.88
5.62
Gap
0.56
0.72
0.71
0.43
0.45
0.48
0.54
0.60
0.66
0.79
ADMISSIONS AND FINANCIAL AID: assesses CNM’s ability to enroll students in an effective manner. This scale covers
issues such as competence and knowledge of admissions counselors, as well as the effectiveness and availability of financial
aid programs.
CNM Admissions & Financial Aid Fall 2013
CNM Admissions & Financial Aid Fall 2010
CNM Admissions & Financial Aid Fall 2007
Individual Questions for Fall 2013
Admissions counselors accurately portray the campus in their recruiting practices
Admissions counselors respond to prospective students' unique needs and requests
Admissions staff are knowledgeable
Financial aid awards are announced to students in time to be helpful in college planning
Financial aid counselors are helpful
Adequate financial aid is available for most students
Adequate financial aid is available for most students
Importance Satisfaction
6.41
5.49
6.42
5.39
6.37
5.37
6.20
6.33
6.45
6.48
6.48
6.58
6.47
5.52
5.55
5.65
5.50
5.44
5.45
5.31
Gap
0.92
1.03
1.00
0.68
0.78
0.80
0.98
1.04
1.13
1.16
CAMPUS CLIMATE: assesses the extent to which CNM provides experiences that promote a sense of campus pride and
feelings of belonging. This scale also assesses the effectiveness of CNM’s channels of communication for students.
CNM Campus Climate Fall 2013
CNM Campus Climate Fall 2010
CNM Campus Climate Fall 2007
Importance
6.29
6.29
6.30
Satisfaction
5.60
5.50
5.55
Gap
0.69
0.79
0.75
5.86
6.37
6.42
6.42
5.89
6.10
6.22
6.35
6.32
6.33
6.49
6.34
6.35
6.25
5.64
5.96
5.92
5.89
5.36
5.52
5.60
5.71
5.66
5.57
5.55
5.33
5.21
5.11
0.22
0.41
0.50
0.53
0.53
0.58
0.62
0.64
0.66
0.76
0.94
1.01
1.14
1.14
Individual Questions 2013
Most students feel a sense of belonging here.
This institution has a good reputation within the community.
It is an enjoyable experience to be a student on this campus.
Students are made to feel welcome on this campus.
I generally know what's happening on campus.
New student orientation services help students adjust to college.
Faculty care about me as an individual.
The campus staff are caring and helpful.
People on this campus respect and are supportive of each other.
Administrators are approachable to students.
This school does whatever it can to help me reach my educational goals.
The college shows concern for students as individuals.
I seldom get the "run-around" when seeking information on this campus.
Channels for expressing student complaints are readily available.
CAMPUS SUPPORT SERVICES: assesses the quality of CNM’s support programs and services which students utilize to make
their educational experiences more meaningful and productive. This scale covers career services, orientation, child care, and
special programs.
CNM Campus Support Services Fall 2013
CNM Campus Support Services Fall 2010
CNM Campus Support Services Fall 2007
Individual Questions 2013
The student center is a comfortable place for students to spend their leisure time.
Personnel in the Veterans' Services Program are helpful.
New student orientation services help students adjust to college.
This campus provides effective support services for displaced homemakers.
The career services office provides students with the help they need to get a job.
There are adequate services to help me decide upon a career.
Child care facilities are available on campus.
Importance
6.04
6.04
5.99
Satisfaction
5.43
5.29
5.25
Gap
0.61
0.75
0.74
6.10
5.85
6.10
5.96
6.37
6.39
5.13
5.78
5.31
5.52
5.29
5.60
5.60
4.30
0.32
0.54
0.58
0.67
0.77
0.79
0.83
CONCERN FOR THE INDIVIDUAL: assessed CNM’s commitment to treating each student as an individual. Those groups who
frequently deal with students on a personal level (e.g. faculty, advisors, counselors) are included in this assessment.
CNM Concern for individuals Fall 2013
CNM Concern for individuals Fall 2010
CNM Concern for Individuals Fall 2007
Individual Questions 2013
Faculty care about me as an individual.
Faculty are fair and unbiased in their treatment of individual students.
Counseling staff care about students as individuals.
The college shows concern for students as individuals.
My academic advisor is concerned about me success as an individual.
Importance
6.36
6.38
6.38
Satisfaction
5.50
5.37
5.41
Gap
0.86
1.01
0.97
6.22
6.51
6.39
6.34
6.34
5.60
5.73
5.59
5.33
5.25
0.62
0.78
0.80
1.01
1.09
Student Centeredness: assesses the empathy and warmth students feel while attending CNM.
Student Centeredness Fall 2013
Student Centeredness Fall 2010
Individual Questions for Fall 2013
Most students feel a sense of belonging here.
It is an enjoyable experience to be a student on this campus.
Students are made to feel welcome on this campus.
The campus staff are caring and helpful.
Administrators are approachable to students.
The college shows concern for students as individuals.
Importance
6.29
6.28
Satisfaction
5.68
5.57
Gap
0.61
0.71
5.86
6.42
6.42
6.35
6.33
6.34
5.64
5.92
5.89
5.71
5.57
5.33
0.22
0.50
0.53
0.64
0.76
1.01
INSTRUCTIONAL EFFECTIVENESS: assessed CNM’s students’ academic experiences, the curriculum, and the campuses’
overriding commitment to academic excellence. This comprehensive scale covers areas such as the variety of courses offered,
and the effectiveness of CNM’s faculty in and out of the classroom.
CNM Instructional Effectiveness Fall 2013
CNM Instructional Effectiveness Fall 2010
CNM Instructional Effectiveness Fall 2007
Individual Questions Fall 2013
I am able to experience intellectual growth here.
Faculty are usually available after class and during office hours.
Faculty care about me as an individual.
There is a good variety of courses provided on this campus.
The assessment and course placement procedures are reasonable.
The quality of instruction in the vocational/technical programs is excellent.
Nearly all classes deal with practical experiences and applications.
Nearly all of the faculty are knowledgeable in their fields.
CNM shows commitment to helping students meet their individual goals.
Faculty are fair and unbiased in their treatment of individual students.
The quality of insturction I receive in most of my classes is excellent.
Faculty take into consideration student differences as they teach a course.
Program requirements are clear and reasonable.
Faculty are understanding of students' unique life circumstances.
Faculty are interested in my academic problems.
Faculty provide timely feedback about student progress in a course.
Internships or practical experiences are provided in my degree/certificate program.
Students are notified early in the term if they are doing poorly in a class.
Importance Satisfaction Gap
6.36
5.5
0.86
6.50
5.65
0.85
6.49
5.65
0.84
6.60
6.47
6.22
6.56
6.42
6.40
6.35
6.60
6.50
6.51
6.67
6.30
6.58
6.42
6.32
6.51
6.28
6.42
6.10
5.95
5.60
5.90
5.76
5.72
5.66
5.88
5.72
5.73
5.87
5.50
5.73
5.56
5.40
5.58
5.26
5.02
0.50
0.52
0.62
0.66
0.66
0.68
0.69
0.72
0.78
0.78
0.80
0.80
0.85
0.86
0.92
0.93
1.02
1.40
REGISTRATION EFFECTIVENESS: assesses issues associated with registration and billing. This scale also measures CNM’s
commitment to making this process as smooth and effective.
CNM Registration Effectiveness Fall 2013
CNM Registration Effectiveness Fall 2010
CNM Registration Effectiveness Fall 2007
Individual Questions Fall 2013
Class change (drop/add) policies are reasonable.
There are convenient ways of paying my school bill.
Bookstore staff are helpful.
The business office is open during hours which are convenient for most students.
Billing policies are reasonable.
Policies and procedures regarding registration and course selection are clear and well publicized.
The personnel involved in registration are helpful.
I am able to register for classes I need with few conflicts.
Classes are scheduled at times that are convenient for me.
The courses I needed to take were available to me for the terms I needed them.
The courses I need are offered at a convenient location.
Importance Satisfaction
6.48
5.66
6.49
5.58
6.46
5.57
6.46
6.53
6.39
6.36
6.45
6.51
6.40
6.62
6.60
6.63
6.63
5.89
5.93
5.70
5.63
5.71
5.70
5.57
5.48
5.40
5.34
5.43
Gap
0.82
0.91
0.89
0.57
0.60
0.69
0.73
0.74
0.81
0.83
1.14
1.20
1.29
1.29
SAFETY AND SECURITY: assesses CNM’s responsiveness to students’ personal safety and security on campus. This scale
measures the effectiveness of both security and personnel and campus facilities.
CNM Safety & Security Fall 2013
CNM Safety & Security Fall 2010
CNM Safety & Security Fall 2007
Importance Satisfaction
6.37
5.35
6.39
5.16
6.38
5.13
Individual Questions Fall 2013
On the whole, the campus is well-maintained.
Security staff are helpful.
Security staff respond quickly in emergencies.
Parking lots are well-lighted and secure.
The amount of student parking space on campus is adequate.
6.41
6.02
6.38
6.43
6.41
6.05
5.40
5.50
5.49
4.59
Gap
1.02
1.23
1.25
0.36
0.62
0.88
0.94
1.82
SERVICE EXCELLENCE: assesses the attitude of staff toward students, especially front-line staff. The scale pinpoints the
areas of our campus where quality service and personal concern for students are rated most and least favorably.
CNM Service Excellence Fall 2013
CNM Service Excellence Fall 2010
CNM Service Excellence Fall 2007
Importance Satisfaction
6.29
5.54
6.29
5.42
6.28
5.43
Individual Questions Fall 2013
Library staff are helpful and approachable.
I generally know what's happening on campus.
The campus staff are caring and helpful.
People on this campus respect and are supportive of each other.
Bookstore staff are helpful.
Administrators are approachable to students.
The personnel involved in registration are helpful.
I seldom get the "run-around" when seeking information on this campus
Channels for expressing student complaints are readily available.
6.32
5.89
6.35
6.32
6.39
6.33
6.40
6.35
6.25
5.89
5.36
5.71
5.66
5.70
5.57
5.57
5.21
5.11
Gap
0.75
0.87
0.85
0.43
0.53
0.64
0.66
0.69
0.76
0.83
1.14
1.14
CAMPUS ITEMS: Includes items that were added to the SSI by CNM. Results for these items cannot be compared to the
results of similar institutions. However, these results can be examined for improvement over time.
2013 Campus Item Results
My courses are preparing me to use computer technology effectively.
My courses are preparing me to work effectively in teams.
My courses are preparing me to communicate effectively.
My courses are preparing me to solve problems effectively.
Financial aid awards are announced to students in time to be helpful in college planning.
Adequate financial aid is available for most students .
CNM shows commitment to helping students meet their individual goals.
The courses I need are offered at a convenient location.
The courses I need are available for me the terms I need them.
Importance Satisfaction
6.43
6.02
6.36
5.94
6.50
6.04
6.53
6.04
6.58
5.61
6.58
5.45
6.63
5.43
6.63
5.34
6.63
5.34
Gap
0.41
0.42
0.46
0.49
0.97
1.13
1.20
1.29
1.29
CNM Survey Trend by Area
Academic Advising/Counseling
Academic Services
Admissions & Financial Aid
Campus Climate
Campus Support Services
Concern for individuals
Instructional Effectiveness
Registration Effectiveness
Safety & Security
Service Excellence
Fall 07'
5.16
5.71
5.37
5.55
5.25
5.41
5.65
5.57
5.13
5.43
Fall 10'
5.28
5.72
5.39
5.50
5.29
5.37
5.65
5.58
5.16
5.42
Fall 13'
5.45
5.88
5.49
5.60
5.43
5.50
5.50
5.66
5.35
5.54
CNM Graphic of Satisfaction Trends for Fall 2007 to Fall 2013, via student responses each year
Areas of Satisfaction & Dissatisfaction for Students
Highest Satisfaction Results for CNM
I am able to experience intellectual growth here.
On the whole, the campus is well-maintained.
My courses are preparing me to communicate effectively.
My courses are preparing me to solve problems effectively.
My courses are preparing me to use computer technology effectively.
Satisfaction
6.10
6.05
6.04
6.04
6.02
Lowest Satisfaction Results for CNM
I seldom get the "run-around" when seeking information on this campus.
Channels for expressing student complaints are readily available.
Students are notified early in the term if they are doing poorly in a class.
The amount of student parking space on campus is adequate.
Child care facilities are available on campus.
Satisfaction
5.21
5.11
5.02
4.59
4.30
How satisfied are CNM students with their college experience?
Rate your overall satisfaction with your experience here thus far.
Not satisfied at all (1)
Not very satisfied (2)
Somewhat dissatisfied (3)
Neutral (4)
Somewhat satisfied (5) - CNM avg was 5.78 in 2013, 5.72 in 2010.
Satisfied (6)
Very satisfied (7)
Dec-13
0%
1%
4%
6%
15%
44%
27%
Nov-10
0%
2%
5%
5%
14%
43%
28%
So far, how has you college experience met your expectations?
Much worse (1)
Quite a bit worse (2)
Worse than expected (3)
About what I expected (4)
Better than expected (5) - CNM avg was 5.00 in 2010, and 5.09 in 2013
Quite a bit better (6)
Much better (7)
Dec-13
1%
1%
4%
29%
28%
15%
20%
Nov-10
1%
1%
6%
30%
27%
13%
19%
Dec-13
0%
2%
1%
3%
6%
27%
57%
Nov-10
1%
2%
1%
4%
5%
25%
58%
If you had to do it over, would you enroll here again?
All in all, if you had to do it over, would you enroll here again?
Definitely Not (1)
Probably Not (2)
Maybe Not (3)
I don't know (4)
Maybe Yes (5)
Probably Yes (6) - CNM avg was 6.24 in 2013, 6.22 in 2010
Definitely Yes (7)
General Demographic Information of Students to Respond to Survey
Gender
Female
Male
Male or Female
No Response
Age
<19
19-24
25-34
35-44
>44
Total
No Response
People
3,491
1,439
4,930
85
%
71%
29%
100%
People
406
1,480
1,404
835
808
4,933
82
%
8%
30%
28%
17%
16%
100%
Campus you attend most
Main Campus
Montoya Campus
Rio Rancho Campus
Westside Campus
South Valley Campus
Workforce Training Center
Total
No Response
People
3,145
859
179
596
91
35
4,905
110
Educational Goal
Associate degree
Vocational/technical program
Transfer to another institution
Certification (initial / renewal)
Self-improvement/pleasure
Job-related training
Other educational goal
Total
No Response
People
2,817
123
1,209
268
75
84
317
4,893
122
Type of Student
Full-time
Part-time
Total
No Response
People
2,752
2,142
4,894
121
%
64%
18%
4%
12%
2%
1%
100%
%
58%
3%
25%
5%
2%
2%
6%
100%
%
56%
44%
100%