INSTITUTIO NAL R ESEARCH R EVIEW
Student Satisfaction Inventory
VOL 18, ISSUE 1 JULY 2014 Northeast Mississippi Community College Office of Planning & Research
Summary of Student Satisfaction Inventory
Purpose: The College uses the SSI as an opportunity to take the pulse of the student body to determine what matters to students and
how satisfied the students are. With this information, the College will be able to target areas most in need of improvement in order to
retain students. NEMCC previously used the ACT Survey of Student Opinions, but, due to its discontinuation during the 2012-2013
academic year, switched to the SSI. Also, this survey is to serve as an assessment tool for institutional effectiveness plans in various
areas of the college for 2014-2015.
Methodology: 87.5% (301 of 344) sophomore students completed the Student Satisfaction Inventory during the Spring 2014
Graduation Practice.
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69% of the respondents stated, “Much better than I expected,” “Quite a bit better than I expected,” or “Better than I
expected” to the question - “So far, how has your college experience met your expectations?”
85% of the respondents stated, “Definitely Yes,” “Probably Yes” or “Maybe Yes” to the question – “All in all, if you had
to do it over, would you enroll here again?”
85% of the respondents stated, “Very satisfied,” “Satisfied” or “Somewhat Satisfied” to the question - “Rate your
overall satisfaction with your experience here thus far.”
Background Information:
Demographics:
16.7% NEMCC was the 2nd choice
2.7% NEMCC was the 3rd choice or lower
75.5% Goal to obtain Associate Degree
13.3% Goal to transfer to another institution
7.8% Goal enter vocational/technical program
1.7% Goal to obtain/renew certificate
36.1% Reside in own home
34.1% Reside in parents home
12.3% Rent room or apartment off-campus
11.6% Residence hall on campus
6.0% Other residence
96.3% Full-time students
78.9% Caucasian or White
16.5% African-American or Black
30.1% 25 or older
69.0% Female
31.0% Male
31.9% Worked part-time either off-campus or
on-campus
38.5% Were not employed
29.6% Worked full-time either on or off campus
80.6% NEMCC was the 1st choice
Institutional Summary:
The items on each of the surveys have been analyzed statistically and conceptually to produce the area scores below. The areas
provide the big picture overview of what matters to our students. They also provide the broadest view to identify how satisfied
students are when comparing to the comparison group.
Institutional Summary by Area (Satisfaction) 6.2 5.9 6.15 6.04 6.04 6.04 6.03 6.03 6.00 5.93 5.92 5.83 5.6 5.3 5 ~ 1 ~ 5.69 The Spring 2014 results are reported below with each institutional area (in rank order) on a 7-point scale satisfaction average with
7=Very Satisfied, 6=Satisfied, 5=Somewhat Satisfied, 4=Neutral, 3=Somewhat Dissatisfied, 2=Not Very Satisfied, and 1=Not
Satisfied at All. In addition to assessing the satisfaction of programs and services, this survey also assesses the perception of the
importance of these programs and services, along with the student’s impression of their college experience.
Academic Advising /Counseling:
Satisfaction Results: Students were most satisfied that their academic advisor is approachable and that their academic advisor is
knowledgeable about my program requirements. Students were least satisfied that the counseling staff care about students as
individuals and their academic advisor is knowledgeable about the transfer requirements of other schools.
Items Ranked by Satisfaction Mean
My academic advisor is approachable.
My academic advisor is knowledgeable about my program requirements.
My academic advisor helps me set goals to work toward.
My academic advisor is concerned about my success as an individual.
This school does whatever it can to help me reach my educational goals.
My academic advisor is knowledgeable about the transfer requirements of other
schools.
Counseling staff care about students as individuals.
2014
Satisfaction Mean
6.32
6.30
6.17
6.16
6.05
2014
Importance Mean
6.58
6.54
6.54
6.53
6.46
NATIONAL
Mean
5.44
5.43
5.08
5.11
5.30
6.02
6.51
5.19
6.00
6.39
5.26
Instructional Effectiveness:
Satisfaction Results: Students were most satisfied that nearly all of the faculty are knowledgeable in their fields and I am able to
experience intellectual growth here; they were least satisfied that faculty take into consideration student differences as they teach a
course and the faculty are fair and unbiased in their treatment of individual students.
Items Ranked by Satisfaction Mean
Nearly all of the faculty are knowledgeable in their fields.
I am able to experience intellectual growth here.
Program requirements are clear and reasonable.
Faculty care about me as an individual.
There is a good variety of courses provided on this campus.
The quality of instruction I receive in most of my classes is excellent.
Faculty are usually available after class and during office hours.
Faculty provide timely feedback about student progress in a course.
Faculty are interested in my academic problems.
Nearly all classes deal with practical experiences and applications.
Students are notified early in the term if they are doing poorly in a class.
Faculty are understanding of students’ unique life circumstances.
Faculty are fair and unbiased in their treatment of individual students.
Faculty take into consideration student differences as they teach a course.
2014
Satisfaction Mean
6.20
6.20
6.14
6.11
6.09
6.06
6.06
6.04
6.02
5.98
5.97
5.93
5.90
5.90
2014
Importance Mean
6.47
6.51
6.48
6.42
6.49
6.55
6.43
6.43
6.43
6.39
6.44
6.40
6.40
6.39
NATIONAL
Mean
5.72
5.79
5.58
5.39
5.67
5.61
5.67
5.32
5.23
5.46
4.96
5.29
5.45
5.27
Registration Effectiveness:
Satisfaction Results: Students were most satisfied with being able to register for the classes they need with few conflicts and that
classes are scheduled at times that are convenient and least satisfied with the bookstore staff being helpful and the convenience of
paying their school bill.
Items Ranked by Satisfaction Mean
I am able to register for the classes I need with few conflicts.
Classes are scheduled at times that are convenient for me.
The business office is open during hours which are are convenient for most students.
Class change (drop/add) policies are reasonable.
The personnel involved in registration are helpful.
Policies and procedures regarding registration and course selection are clear and
well-publicized.
Billing policies are reasonable.
There are convenient ways of paying my school bill.
Bookstore staff are helpful.
~ 2 ~ 2014
Satisfaction Mean
6.14
6.14
6.10
6.07
6.05
2014
Importance Mean
6.55
6.53
6.47
6.39
6.39
NATIONAL
Mean
5.42
5.52
5.46
5.54
5.36
6.03
6.34
5.47
5.98
5.97
5.85
6.43
6.41
6.39
5.43
5.57
5.62
Student Centeredness:
Satisfaction Results: Students felt most satisfied that they are made to feel welcome on this campus and that it is an enjoyable
experience to be a student on this campus. Again, students were least satisfied with administrators are approachable to students and
the college showing concern for students as individuals.
2014
Satisfaction Mean
6.15
6.06
6.04
6.03
6.00
6.00
Items Ranked by Satisfaction Mean
Students are made to feel welcome on this campus.
It is an enjoyable experience to be a student on this campus.
The campus staff are caring and helpful.
Most students feel a sense of belonging here.
The college shows concern for students as individuals.
Administrators are approachable to students.
2014
Importance Mean
6.47
6.44
6.43
6.15
6.50
6.44
NATIONAL
Mean
5.64
5.55
5.51
5.35
5.15
5.36
Concern for the Individual:
Satisfaction Results: Students were most satisfied that their academic advisor is concerned about their success as an individual and
least satisfied that faculty are fair and unbiased in their treatment of individual students.
2014
Satisfaction Mean
6.16
6.11
6.00
6.00
5.90
Items Ranked by Satisfaction Mean
My academic advisor is concerned about my success as an individual.
Faculty care about me as an individual.
The college shows concern for students as individuals.
Counseling staff care about students as individuals.
Faculty are fair and unbiased in their treatment of individual students.
2014
Importance Mean
6.53
6.42
6.50
6.39
6.40
NATIONAL
Mean
5.11
5.39
5.15
5.26
5.45
Academic Services:
Satisfaction Results: Students were most satisfied that the Library resources and services are adequate and least satisfied that the
equipment in the lab facilities is kept up to date.
2014
Satisfaction Mean
6.21
6.06
6.03
6.02
6.01
6.00
5.87
Items Ranked by Satisfaction Mean
Library resources and services are adequate.
Computer labs are adequate and accessible.
There are a sufficient number of study areas on campus.
Library staff are helpful and approachable.
Tutoring services are readily available.
Academic support services adequately meet the needs of students.
The equipment in the lab facilities is kept up to date.
2014
Importance Mean
6.48
6.40
6.37
6.41
6.36
6.38
6.42
NATIONAL
Mean
5.70
5.66
5.51
5.62
5.55
5.35
5.50
Campus Climate:
Satisfaction Results: Students were most satisfied that they are made to feel welcome on this campus and this institution has a good
reputation within the community; they were least satisfied with people on this campus respecting and being supportive of each other
and because they feel the get the “run-around” when seeking information.
Items Ranked by Satisfaction Mean
Students are made to feel welcome on this campus.
This institution has a good reputation within the community.
Faculty care about me as an individual.
The campus is safe and secure for all students.
It is and enjoyable experience to be a student on this campus.
This school does whatever it can to help me reach my educational goal.
The campus staff are caring and helpful.
Most students feel a sense of belonging here.
The college shows concern for students as individuals.
Administrators are approachable to students.
New student orientation services help students adjust to college.
I generally know what’s happening on campus.
Channels for expressing student complaints are readily available.
I seldom get the “run-around” when seeking information on this campus.
People on this campus respect and are supportive of each other.
2014
Satisfaction Mean
6.15
6.15
6.11
6.08
6.06
6.05
6.04
6.03
6.00
6.00
6.00
5.85
5.83
5.81
5.78
~ 3 ~ 2014
Importance Mean
6.47
6.45
6.42
6.43
6.44
6.46
6.43
6.15
6.50
6.44
6.34
6.25
6.40
6.41
6.33
NATIONAL
Mean
5.64
5.67
5.39
5.68
5.55
5.30
5.51
5.35
5.15
5.36
5.33
5.09
4.95
5.11
5.36
Admissions and Financial Aid:
Satisfaction Results: Students were most satisfied that financial aid counselors are helpful and admission counselors accurately
portray the campus in their recruiting practices. Students were least satisfied with financial aid awards being announced to students in
time to be helpful in college planning and the admissions counselors responding to prospective students’ unique needs and requests.
Items Ranked by Satisfaction Mean
Financial Aid counselors are helpful.
Admission counselors accurately portray the campus in their recruiting practices.
Admissions staff are knowledgeable.
Adequate financial aid is available for most students.
Admissions counselors respond to prospective students’ unique needs and requests.
Financial aid awards are announced to students in time to be helpful in college
planning.
2014
Satisfaction Mean
5.86
6.00
6.05
5.83
5.98
2014
Importance Mean
6.51
6.34
6.40
6.51
6.39
NATIONAL
Mean
5.12
5.21
5.45
5.34
5.25
5.89
6.39
5.05
Service Excellence:
Satisfaction Results: Students were most satisfied that the personnel involved in registration are helpful and the campus staff are
caring and helpful; they were least satisfied with the people on this campus respect and are supportive of each other.
Items Ranked by Satisfaction Mean
The personnel involved in registration are helpful.
The campus staff are caring and helpful.
Library staff are helpful and approachable
Administrators are approachable to students.
Bookstore staff are helpful.
I generally know what’s happening on campus.
Channels for expressing student complaints are readily available.
I seldom get the “run-around” when seeking information on this campus.
People on this campus respect and are supportive of each other.
2014
Satisfaction Mean
6.05
6.04
6.02
6.00
5.85
5.85
5.83
5.81
5.78
2014
Importance Mean
6.39
6.43
6.41
6.44
6.39
6.25
6.40
6.41
6.33
NATIONAL
Mean
5.36
5.51
5.62
5.36
5.62
5.09
4.95
5.11
5.36
Campus Support Services:
Satisfaction Results: Students were most satisfied with new student orientation services help students adjust to college and there are
adequate services to help me decide upon a career. Students were least satisfied personnel in the Veterans’ Services program are
helpful and that child care facilities are available on campus.
Items Ranked by Satisfaction Mean
New student orientation services help students adjust to college.
There are adequate services to help me decide upon a career.
The student center is a comfortable place for students to spend their leisure time.
The career services office provides students with the help they need to get a job.
This campus provides effective support services for displaced homemakers.
Child care facilities are available on campus.
Personnel in the Veterans’ Services program are helpful.
2014
Satisfaction Mean
6.00
5.96
5.92
5.82
5.71
5.70
5.64
2014
Importance Mean
6.34
6.40
6.29
6.30
5.98
5.64
5.74
NATIONAL
Mean
5.33
5.25
5.33
5.02
4.84
4.45
4.73
Safety and Security:
Satisfaction Results: Students were most satisfied that the campus is safe and secure for all students; they were least satisfied with the
amount of student parking spaces on campus.
2014
Satisfaction Mean
6.08
5.82
5.79
5.72
5.06
Items Ranked by Satisfaction Mean
The campus is safe and secure for all students.
Security staff respond quickly in emergencies.
Security staff are helpful.
Parking lots are well-lighted and secure.
The amount of student parking space on campus is adequate.
~ 4 ~ 2014
Importance Mean
6.43
6.28
6.17
6.33
6.44
NATIONAL
Mean
5.68
5.09
5.13
5.25
4.58
Satisfaction Results: Student were asked, “How satisfied are you that this campus demonstrates a commitment to meeting the
needs of:” Respondents were instructed to mark their response on a 7-point scale ranging from 7=Very Satisfied to 1=Not Satisfied at
All.
NE Satisfaction Mean
5.97
5.93
6.14
5.99
6.02
6.02
Part-time students:
Evening students:
Older, returning learners:
Under-represented populations:
Commuters:
Students with disabilities:
National Mean
5.65
5.55
5.63
5.46
5.45
5.60
Importance Results: Students were asked, “How important were each of the following factors in your decision to enroll here?”
Respondents were instructed to mark their response on a 7-point scale ranging from 7=Very Important to 1=Not Important at All.
Cost
Academic reputation
Financial Aid
Geographic setting
Campus appearance
Recommendations from family and
friends
Personalized attention prior to
enrollment
Size of institution
Opportunity to play sports
NE Importance Mean
6.50
6.45
6.43
6.12
6.09
National Mean
6.34
5.90
6.09
5.53
5.26
6.08
4.96
6.06
5.44
5.91
5.06
5.22
3.58
Strategic Planning Overview:
The Student Satisfaction Inventory summarizes the college’s strengths and challenges to aid in the Strategic Planning Process.
Based on the students’ responses, the following strengths and challenges emerged:
The college’s strengths:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
My academic advisor is approachable.
I am able to register for classes I need with few conflicts.
My academic advisor helps me set goals to work toward.
My academic advisor is knowledgeable about my program requirements.
My academic advisor is concerned about my success as an individual.
Classes are scheduled at times that are convenient for me.
On the whole, the campus is well-maintained.
I am able to experience intellectual growth here.
There is a good variety of courses provided on this campus.
Library resources and services are adequate.
Program requirements are clear and reasonable.
Students are made to feel welcome on this campus.
The business office is open during hours which are convenient for most students.
Nearly all of the faculty are knowledgeable in their fields.
This institution has a good reputation within the community. +
The campus is safe and secure for all students.
Faculty care about me as an individual.
The college’s challenges:
•
•
•
•
•
•
•
•
•
•
The quality of instruction I receive in most of my classes is excellent.
Financial aid counselors are helpful.
My academic advisor is knowledgeable about the transfer requirements of other schools.
Adequate financial aid is available for most students.
The college shows concern for students as individuals.
The amount of student parking space on campus is adequate.
The equipment in the lab facilities is kept up to date.
I seldom get the "run-around" when seeking information on this campus.
Faculty are fair and unbiased in their treatment of individual students.
Channels for expressing student complaints are readily available.
~ 5 ~ Additional Questions:
Four additional questions were added to the survey by the Northeast Counseling Center for grant assessment/compliance.
Respondents were instructed to mark their responses on a 7-point scale in both satisfaction and importance.
2014
Satisfaction Mean
2014
Importance Mean
5.98
6.33
5.89
6.31
6.14
5.82
5.60
5.75
6.37
6.48
6.18
6.09
I am aware of the peer tutorial services available through the Counseling
Center.
I am aware of the “Student Support Services Program” available
through the Counseling Center.
I am aware of the three Financial aid refund options:
•
Higher One Debit Card
•
Paper Check
•
Direct Deposit
Higher one Refund Services are clear, effective, and user-friendly.
For more information, contact:
Craig-Ellis Sasser
AVP of Planning & Research
[email protected]
662-720-7411
Angie Mason, Institutional
Research/Effectiveness Coordinator
[email protected]
662-720-7458
~ 6 ~ Shannon Tucker
Senior Research Associate
[email protected]
662-720-4084