Loading...

KPI 3: Service Excellence



Measure 3b:  Quality of Student Relationships with Instructors  Target
5.70 Date
12SP
Yellow Light
5.59
 12SU
       
.

Measure 3d:  Service Excellence Scale on Noel-Levitz Student Satisfaction Inventory  Target
5.48 Date
Measure unavailable    
       
.

Measure 3e:  Career and Technical Program Graduate Satisfaction  Financial Aid
Target   3.24 Date
FY09 Grads
Green Light
 3.25  10SU
FY10 Grads Green Light 3.46 11FA
FY11 Grads
Green Light
3.35 12SU
Academic Advising
Target   3.14 Date
FY09 Grads
Yellow Light
 3.03  10SU
FY10 Grads
Green Light
3.33 11FA
FY11 Grads
Yellow Light
3.05 12SU
Career Planning
Target   3.11 Date
FY09 Grads
Green Light
 3.14  10SU
FY10 Grads
Green Light
3.15 11FA
FY11 Grads
Yellow Light
2.91 12SU
College Transfer Planning
Target   3.07 Date
FY09 Grads
Green Light
 3.09  10SU
FY10 Grads
Green Light
3.23 11FA
FY11 Grads
Green Light
3.10 12SU
Counseling
Target   3.21 Date
FY09 Grads
Yellow Light
 3.11  10SU
FY10 Grads Green Light 3.32 11FA
FY11 Grads Yellow Light
3.17 12SU
Tutoring
Target   3.24 Date
FY09 Grads
Green Light
 3.31  10SU
FY10 Grads Green Light 3.41 11FA
FY11 Grads

Green Light
3.42 12SU
Library
Target   3.45 Date
FY09 Grads
Yellow Light
 3.40  10SU
FY10 Grads Green Light 3.61 11FA
FY11 Grads Green Light
3.48 12SU
Student Activities
Target   3.34 Date
FY09 Grads
Yellow Light
 3.31  10SU
FY10 Grads
Green Light
3.44 11FA
FY11 Grads
Green Light
3.37 12SU
       
.
Measure 3f:  Student Campus Climate  "Most students feel a sense of belonging here"
Target   5.26 Date
10FA
Green Light
 5.61  11SP
"People on this campus respect and are supportive of each other"
Target   5.26 Date
10FA
Green Light
 5.67  11SP
"Students are made to feel welcome on this campus"
Target   5.52 Date
10FA
Green Light
 6.11  11SP
"I generally know what's happening on campus"
Target   4.95 Date
10FA
Green Light
 5.05  11SP
       
.


(Relates to AQIP Category 3, Understanding students’ and other stakeholders’ needs)
Description/Definition:  This is item 9b on the Community College Survey of Student Engagement (CCSSE).
Methodology, Frequency and Data Source:  On a 4-pt scale where 1 = very little and 4 = very much.  CCSSE is conducted every three years at IVCC.  
Source:  CCSSE Means Summary Report (IVCC vs. Other Small Colleges vs. CCSSE Cohort)

(Relates to AQIP Category 3, Understanding students’ and other stakeholders’ needs)
Description/Definition:  This is item 11b on the Community College Survey of Student Engagement (CCSSE).
Methodology, Frequency and Data Source:  On a 7-pt scale where 1 = Unavailable and 7 = Available, Helpful, Sympathetic.  CCSSE is conducted every three years at IVCC.  
Source:  CCSSE Means Summary Report (IVCC vs. Other Small Colleges vs. CCSSE Cohort)

(Relates to AQIP Category 3, Understanding students’ and other stakeholders’ needs)
Description/Definition:  This is item 11c on the Community College Survey of Student Engagement (CCSSE).
Methodology, Frequency and Data Source:  On a 7-pt scale where 1 = Unavailable and 7 = Available, Helpful, Sympathetic.  CCSSE is conducted every three years at IVCC.  
Source:  CCSSE Means Summary Report (IVCC vs. Other Small Colleges vs. CCSSE Cohort)

(Relates to AQIP Category 3, Understanding students’ and other stakeholders’ needs)
Description/Definition:  One of 12 scale areas of the Noel-Levitz Student Satisfaction Inventory (NLSSI).
Methodology, Frequency and Data Source:  NLSSI is administered at IVCC every three years. The Service Excellence Scale is made up of nine NLSSI items.  This aggregated mean includes satisfaction ratings of the following areas:  registration, library, administrators, bookstore and all campus staff.  

(Relates to AQIP Category 3, Understanding students’ and other stakeholders’ needs)
Description/Definition:  Average satisfaction score for eight college service areas by graduates responding to the ICCB Follow-Up Study.
Methodology, Frequency and Data Source:  In the ICCB Follow-Up study items 37 through 44 reflect the responding graduates rating for the following service areas:  Financial Aid, Academic Advising, Career Planning, College Transfer Planning, Counseling, Tutoring, Library, and Student Activities.  The IR office computes an average score for each service area.  Graduates rate the services as follows: Blank = No response to the item; 0 = Did not use; 1 = Very dissatisfied; 2 = Somewhat dissatisfied; 3 = Somewhat satisfied; 4 = Very satisfied.   All occupational graduates are invited to participate in the annual ICCB Follow-Up Study.  The average score is calculated by the IR department from those graduates who respond with a 1, 2, 3 or 4 to these survey items.  
Source:  Final table of information sent to ICCB for the Occupational Follow-Up Study.

(Relates to AQIP Category 3, Understanding students’ and other stakeholders’ needs)
Description/Definition:  Questions asked of students about climate of the Noel-Levitz Student Satisfaction Inventory (NLSSI).
Methodology, Frequency and Data Source:  NLSSI is administered at IVCC every three years. These questions are four of fifteen satisfaction questions which make up the Campus Climate scale: (1) Belonging – Most students feel a sense of belonging here, (2) Support – People on this campus respect and are supportive of each other, (3) Welcome – Students are made to feel welcome on this campus, and (4) Happening – I generally know what’s happening on campus.