The “I Make it Happen” Student Service Initiative subcommittee on assessment recommends mapping the Student Service Initiative (SSI) to a University-wide measure, divisional measures and be included in divisional goals for the year. Below is an overview of this recommendation:
1. University Assessment: NSSE Survey –Quality of Interactions from Campus Climate
- The overarching measure for Customer Service will be taken from the Quality of Interactions engagement indicator of the NSSE survey with sights set on increasing our ratings with respect to our peers. Our current rating for Quality of Interactions for first year students is 38.8% and peer institutions are 41.1%. For seniors, our rating is 37.1% and peer institutions are 41.6%.
- Students who rated their Overall Experience as “Excellent” or “Good” is 80% for first year students and 86% for our peer group. For seniors, our rating is 75% compared to 86% for our peer group.
2. Divisional/Departmental Assessment:
- Each division/department will develop an assessment plan to evaluate customer service pertaining to their unit in support of the five core principles.
- One person from each division/department will be identified as the coordinator/DRI.
- This person will lead the environmental scan of customer service within their unit, identify areas impacting customer service, and develop the assessment plan along with appropriate measures.
- Objectives for improving customer service will be included in the annual plan (2-3 each year).
- The Subcommittee will serve as a resource for each unit and provide guidance when needed on the development of assessment tools and measures. OPAIR is also available to serve as a resource in identifying appropriate assessment tools, methods, measures and analysis.
- The Subcommittee recommends a combination of direct and indirect assessments.
- Surveys, comment cards, interviews, focus groups and customer advisory groups are indirect assessments that typically measure satisfaction/perception. These can also be helpful in identifying areas that deserve more attention.
- Direct assessments focus on actual wait times, accuracy of information provided, location and availability of information, time to completion for successful interactions, language used. These can be measured by tracking wait times, secret “shopper”, shadowing in-person contacts, phone monitoring, evaluating email responses, knowledge assessment and evaluating staff.