community college of aurora cccs student satisfaction ... cca/ir... · student services survey...

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Prepared by Joshua Farrell CCCS Student Satisfaction Survey Spring 2014.docx Office of Institutional Research December 22, 2014

Community College of Aurora CCCS Student Satisfaction Survey, CCA Students-Spring 2014 December 22, 2014 I. Survey Overview In spring 2014, the Colorado Community College System (CCCS) Institutional Research Office (IR) sent out a survey of student satisfaction to students enrolled at one or more of the community colleges in the system. In Total, 8218 CCA students received one of five versions of the satisfaction survey. The five versions included a general satisfaction, instruction, student services, assessment and advising, and a comprehensive version that included all 4 sub categories. All five surveys included 14 shared questions for all respondents. [See chart below].

14 Shared Questions

Schools attended

Reasons for attending

Employment

Hours enrolled

Preferred time for class

Highest level of education

Who in family attended college

Demographic questions

students are randomly selected to receive one sub-survey or a comprehensive survey including ALL sub sections

General Satisfaction

Instruction

Student Services

Assessment & Advising

27 questions

22 questions

19 questions

14 questions

in 3 groups

in 3 groups

in 3 groups

in 2 groups

Institutional

Classes

Financial Aid

Testing &

commitment

Office/Staff

Assessment

Reasons for

Faculty

Registration &

Academic

enrolling

Enrollment Serv.

Advising

Overall

Online classes

Billing

satisfaction

processes

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II. Respondents For CCA, all 8218 students enrolled in the Spring 2014 term were sent a link to survey monkey to complete one of five questionnaires. A total of 317 CCA students responded to the survey (3.8%). Of these 317 students completed the shared questions, 131 students completed the general satisfaction survey questions, 121 students completed the instruction survey questions, 126 students completed the student services survey questions, and 120 completed the assessment and advising survey questions.

Community College of Aurora Respondents: Enrolled: 8218 Spring 2014

Responded: 317 3.8% of the enrollment population

317* Completed Shared Questions

131 General Satisfaction

121 Instruction

126 Student Services

120 Assessment & Advising

*The totals from each subsection do not add up to the number completing the shared questions as some students received the comprehensive survey that included all four subsections of the survey. Students were able to indicate other schools in which they were enrolled for Spring Semester. Other schools enrolled in during Spring Semester 2014:

Community College of Denver 3

Front Range Community College 2

Arapahoe Community College 1

Lamar Community College 1

Morgan Community College 1

Other* (The University of Wyoming) 1

The primary reason for CCA respondents to attend a Colorado community college was for university/college transfer credit (58.7%), followed by preparation for job entry employment (18.4%), and improvement of existing job skills (10.5%). What is your primary reason for attending a Colorado community college?

University/College Transfer Credit 58.7%

Preparation for job entry employment 18.4%

Improvement of Existing Job Skills 10.5%

Personal Interest 3.8%

Entrepreneur/Start own business 2.5%

Other* 6.0% * Please see appendix for ‘other’ responses

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The top three reasons respondents were attending CCA were obtaining an associate’s degree for transfer to a 4-year college (43.5%), taking one or more courses for transfer to a 4-year college (21.0%), and obtaining a career/technical education degree (9.5%). Why are you attending community college?

Obtain associate degree for transfer to 4-year college 43.5%

Take one or more courses for transfer to 4-year college 21.0%

Obtain career/technical education degree 9.5%

Obtain a certificate 8.9%

Obtain an associate degree for personal reasons 7.9%

Take a few courses 7.3%

Take one course 1.9%

Of the CCA respondents, 36.5% had a high school diploma, 27.3% had some college before enrolling, and 9.2% had a degree from a four-year college before enrolling at CCA. Most of the respondents (63.8%) are employed, while only 12.1% of respondents are unemployed and seeking employment. Highest level of education achieved before enrolling in community college:

High school diploma 36.5%

Some college 27.3%

Degree from a four-year college 9.2%

High school equivalency certificate (GED) 7.9%

Degree from a two-year college 6.0%

Some high school 5.4%

Graduate degree 5.4% * Please see appendix for ‘other’ responses

Current Employment Status:

Employed full or part-time in a job NOT RELATED to training 41.6%

Employed full or part-time in a job RELATED to training 22.2%

Unemployed and NOT seeking employment 13.7%

Unemployed and seeking employment 12.1%

Work Study 4.8%

Other 4.1%

Military NOT RELATED to training 1.6% * Please see appendix for ‘other’ responses

If employed, how many hours per week are you working?

40 or more 28.9%

21-39 23.2%

20 or less 19.4%

Not employed 28.6%

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More respondents preferred the traditional classroom experience than online classes. What time do you prefer to take classes?

Morning 49.5%

Evening 46.0%

Afternoon 38.1%

Online 33.3%

Weekends 12.7%

A majority of the respondents have siblings, parents, or grandparents who attended college, but 38.1% of the respondents indicated they are the first in their family to attend college. Over half of the respondents (64.1%) are female and 27.6% are male; 8.3% of respondents did not indicate gender on the survey. CCA respondents were 49.8% White, 17.5% Black, 11.4% Hispanic, 5.4% Multi-Racial, 5.4% Asian, and 1.0% American Indian/Alaskan Native; however, 9.2% did not indicate racial/ethnic group. Of the respondents, 5.3% consider themselves disabled. Caucasians were over represented in the survey sample while Blacks/African Americans and Hispanic students were under represented. Females are over represented. Who in your family attended college? (Select all that apply)

Parents 47.6%

Siblings 38.7%

I am the first in my family to attend 38.1%

Grandparents 14.0%

Gender

Female 64.1%

Male 27.6%

Unknown 8.3%

Racial/Ethnic Group

White 49.8%

Black/African American 17.5%

Hispanic/Latino 11.4%

Unknown 9.2%

Asian 5.4%

Multi-Racial 5.1%

American Indian/Alaska Native 1.0%

Do you consider yourself disabled?

No 84.1%

Yes 7.6%

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II. General Satisfaction Survey (131 respondents) Based on their experience at CCA, 84.8% of respondents have already or are likely to recommend CCA to someone else. Respondents agree or strongly agree that CCA is highly committed to; offering training relevant to today’s job market (91.6%), Customer Assistance/Satisfaction (90.4), Students with Disabilities (90.2%). The Items that received the lowest rating from the respondents were commitment to evening students (84.4%) and commitment to current technology (82.8%). However, these items were still rated highly at over 80%. The top reasons contributing to respondents decisions to enroll in classes at CCA are programs/courses offered (83.9%), low cost of tuition (82.4%), and geographic location (80.1%). Based on your experience at this college, how likely are you to recommend the school to others? Already have 42.0% Very likely 29.8% Somewhat likely 13.0% Probably not likely 3.8% Not sure 4.6% Definitely not likely 0.8% I think that this institution is highly committed to the following:

Strongly Agree/Agree

Offering Training Relevant to Today’s job Market 91.6%

Customer Assistance/Satisfaction 90.4%

Students with Disabilities 90.2%

Students of Color 89.5%

Quality of Education 89.3%

Older, Returning Students 86.9%

Creating a Smooth Transition from High School to College 86.1%

Helping students successfully transfer to 4-year colleges 85.3%

Evening Students 84.4%

Current Technology 82.8%

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The following contributed to my decision to enroll in classes at this college:

Strongly Agree/Agree

Programs/Courses Offered 83.9%

Low cost of tuition 82.4%

Geographic location/setting 80.1%

Small Class Sizes 77.1%

Availability of financial aid 74.8%

Small Size of College 74.0%

Transfer agreements with four year colleges 70.2%

Academic Reputation 66.4%

Campus appearance 60.3%

Personalized attention prior to enrollment 56.5%

Recommendations from family/friends 51.2%

Scholarships for this school 43.5%

Partnership with my high school 23.7%

Opportunity to play sports 21.4%

III. Instruction Survey (121 respondents) Students were satisfied with their courses overall. Respondents rated as good or very good the variety of courses available (99.2%), the content of their courses (96.5%) and class size (96.4%). The area respondents were more likely to rate as poor or very poor were availability of courses at convenient times (14.1%) and the availability of study areas on campus (11.6%) Please mark the appropriate box to indicate your opinion of classes in the following areas:

Good/Very Good

Poor/Very Poor

Variety of Courses Available 99.2% 0.8%

Clearly outlined course objectives/requirements 91.4% 8.6%

Content of courses 96.5% 3.5%

Availability of study areas on campus 88.4% 11.6%

Testing, grading 93.9% 6.1%

Class size 96.4% 3.6%

Availability of courses at convenient times 85.9% 14.1%

Tutoring services available on campus 94.1% 5.9%

Courses demonstrate an effective use of technology

89.9% 10.1%

*Respondents who selected ‘not applicable' where excluded from this table

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Students also rated their satisfaction with faculty highly. Respondents rated as good or very good faculty encouraging participation (92.6%) the faculty enthusiasm for the subject matter (91.8%), faculty knowledge of subject area (90.9%), and fair and unbiased treatment of all students (88.4%). From your personal experience, please mark the appropriate box to indicate your opinion of faculty in the following areas:

Good/Very Good

Poor/Very Poor

Provide Timely Feedback about student progress

93.8% 6.2%

Knowledge of subject area 95.7% 4.3%

Encourages participation 97.4% 2.6%

Enthusiasm for the subject matter 97.3% 2.7%

Understanding of my unique circumstances 91.6% 8.4%

Fair and unbiased treatment of all students 93.8% 6.2%

Awareness of student differences as they teach 92.1% 7.9% *Respondents who selected ‘not applicable' where excluded from this table

Respondents were also pleased with their online courses and their courses that use D2L, although this was an area not all respondents were familiar with, as many rated the questions in this area ‘not applicable’ (around 10%). Respondents rated as good or very good the courses being user friendly (93.8%) and convenient (76.0%), The two areas most likely to be rated as poor or very poor were the interaction with the instructor (15.2%) and interaction with other students in the course (12.7%). If you are taking an online class, or any class that uses Desire2Learn, please mark the appropriate box to indicate the extent you feel the online delivery was effective in the following areas:

Good/Very Good

Poor/Very Poor

User friendly 93.8% 6.2%

Convenient 92.8% 7.2%

Technology up to date 88.7% 11.3%

Interaction with instructor 84.8% 15.2%

Interaction with other students in the class 87.3% 12.7% *Respondents who selected ‘not applicable' where excluded from this table

IV. Student Services Survey (126 respondents) This survey asked students to rate financial aid, admissions and enrollment, and billing processes. Most respondents familiar with the process rated financial aid highly, with respondents rating as good or very good the financial aid office hours are adequate (90.3%), that financial aid staff are friendly (91.3%), and financial aid staff answered respondents’ questions (58.8%). Please mark the appropriate box to indicate your opinion of the financial aid office/staff:

Good/Very Good

Poor/Very Poor

Financial Aid office hours are adequate 90.3% 9.7%

Financial Aid staff were friendly 91.3% 8.7%

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Financial Aid staff answered my questions 91.3% 8.7%

Financial Aid awards were announced in a timely manner

84.9% 15.1%

Financial Aid Counselors are helpful 93.4% 6.6% *Respondents who selected ‘not applicable' where excluded from this table

Respondents agreed or strongly agreed that staff answered respondents’ questions (93.6%) and that admissions and registration/enrollment staff are friendly and knowledgeable (97.3%). Respondents were most likely to disagree or strongly disagree that office hours are adequate (6.4%) although rates of dissatisfaction were low across all Student Services Items. Please mark the appropriate box to indicate your opinion of admissions and registration/enrollment services:

Good/Very

Good Poor/Very Poor

Office hours are adequate 93.6% 6.4%

Staff was friendly and knowledgeable 97.3% 2.7%

Staff answered my questions 98.2% 1.8%

Policies and procedures about registration are clear

95.5% 4.5%

Policies and procedures about course selection are clear

94.6% 5.4%

Staff responded to my unique needs and requests

94.5% 5.5%

Registration (add/drop) procedures went smoothly online

95.4% 4.6%

Registration (add/drop) procedures went smoothly in person

96.7% 3.3%


Many respondents were unfamiliar with the cashier’s office and other billing procedures, with many respondents marking these questions ‘not applicable’ (ranging from 16-39%, depending on the question). Excluding those Respondents that chose ‘not applicable’, all items regarding the billing process were rated highly. Only one item, ‘Cashiers explained the deferred payment plan’ had less than 90% agreeing or strongly agreeing. Please mark the appropriate box to indicate your opinion of billing processes:

Good/Very Good

Poor/Very Poor

Cashier office hours are adequate 92.1% 7.9%

Cashiers handled my transactions efficiently 90.3% 9.7%

Cashiers are friendly 90.5% 9.5%

Billing policies are reasonable 93.7% 6.3%

Alternative payment systems met my needs (online, etc.)

94.3% 5.7%

Cashiers explained the deferred payment plan 89.5% 10.5% *Respondents who selected ‘not applicable' where excluded from this table

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V. Assessment and Advising Survey (120 respondents) The assessment and advising survey asked respondents to rate the testing/assessment process, and academic advising. All Items in this section were rated highly. Respondents agreed or strongly agreed the assessment and placement procedures were reasonable (94.3%) and the courses the student tested into was appropriate (93.0%). Respondents were most likely to disagree or strongly disagree that explanation of test scores was clear and helpful (12.7%) or that there was an appropriate space and environment provided for testing (10.1%). Please mark the appropriate box to indicate your opinion of Testing and Assessment processes:

Good/Very

Good Poor/Very Poor

Staff made me feel comfortable with the assessment process

91.8% 8.2%

Explanation of test scores was clear and helpful 87.3% 12.7%

The courses I tested into were appropriate for me

93.0% 7.0%

Staff was knowledgeable and friendly 91.8% 8.2%

Testing and assessment office hours were adequate for my needs

91.3% 8.7%

There is an appropriate space and environment provided for testing

89.9% 10.1%

Assessment and placement procedures are reasonable

94.3% 5.7%


This set of questions returned the highest percentage of respondents who disagreed or strongly disagreed with every question. However, overall marks were still high in this area, with respondents agreeing or strongly agreeing that their advisor was well-informed and provided information needed (61.7%), that the advisor was knowledgeable about my program requirements (61.7%) and that walk-in counseling hours were adequate (61.6%). Respondents were most likely to disagree or strongly disagree that their advisor was well-informed and provided information needed (13.3%), and that they were able to obtain advising help at entry to college (12.5%). Please mark the appropriate box to indicate your opinion of Academic Advising (AA) processes:

Good/Very Good

Poor/Very Poor

Walk-in counseling hours were adequate for my needs

87.0% 13.0%

My advisor was well-informed and provided me information I needed

82.3% 17.7%

My advisor understands the transfer requirements of other schools

84.8% 15.2%

My advisor spent sufficient time with me to answer my questions

84.8% 15.2%

My advisor is knowledgeable about my program requirements

84.1% 15.9%

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I was able to obtain advising to help my entry into college

81.5% 18.5%

My academic advisor is approachable and concerned about my success

84.7% 15.3%


V. Conclusions The number of CCA students responding to the CCCS system survey was very low at 3.8%. There were some clear differences between the survey sample and the population enrolled in the Spring 2014 semester. Caucasians were over represented in the survey sample while Blacks/African Americans and Hispanic students were under represented. Students were generally satisfied with CCA and the faculty and staff. There are some areas for improvement. The domain that had the overall lowest positive response rate was advising. Even in these areas, however, most students expressed satisfaction with their CCA experience.

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Appendix 1 Three questions allowed respondents to write in an “other” response. These responses are presented here, grouped according to similar answers. What is your primary reason for attending a Colorado community college?

Earn degree

Improve GPA

Educational Teacher ECE

Colorado Film School

Concurrent Enrollment

CTE certification

EMT

Transfer to university

Police Academy

Vet Tech

Professional Development Highest level of education achieved before enrolling in community college:

Business School

Dental Assistant certificate

GED

Master of Science in engineering

Two year technical institute Current Employment Status:

Focus on school

Homemaker

I am on disability

Independent Contractor

Military spouse

Part time waitress

Post 9/11 GI Bill Housing allowance recipient. Not Employed

Retired

Retired military

Self employed

Under employed and seek better employment

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Appendix 2

appropriate box to indicate your opinion of classes in the following areas:

Very Good

Good Poor Very Poor

Not Applicable

Variety of Courses Available 40.5% 52.9% 0.8% 0.0% 0.8%

Clearly outlined course objectives/requirements 43.8% 43.0% 7.4% 0.8% 0.0%

Content of courses 41.3% 50.4% 2.5% 0.8% 0.8%

Availability of study areas on campus 43.0% 32.2% 9.1% 0.8% 9.9%

Testing, grading 33.6% 52.0% 4.8% 0.8% 2.4%

Class size 52.8% 36.4% 3.3% 0.0% 3.3%

Availability of courses at convenient times 42.1% 38.0% 12.4% 0.8% 1.7%

Tutoring services available on campus 37.2% 29.8% 2.5% 1.7% 24.0%

Courses demonstrate an effective use of technology 38.0% 47.1% 6.6% 3.0% 0.8%

From your personal experience, please mark the appropriate box to indicate your opinion of faculty in the following areas:

Very Good

Good Poor Very Poor

Not Applicable

Provide Timely Feedback about student progress 41.3% 47.1% 5.0% 0.8% 1.0%

Knowledge of subject area 59.5% 31.4% 3.3% 0.8% 0.0%

Encourages participation 57.9% 34.7% 2.5% 0.0% 0.0%

Enthusiasm for the subject matter 57.9% 33.9% 2.5% 0.0% 0.8%

Understanding of my unique circumstances 52.1% 28.9% 6.6% 0.8% 6.6%

Fair and unbiased treatment of all students 54.5% 33.9% 3.3% 2.5% 0.8%

Awareness of student differences as they teach 51.2% 35.5% 7.4% 0.0% 0.8%

If you are taking an online class, or any class that uses Desire2Learn, please mark the appropriate box to

indicate the extent you feel the online delivery was effective in the following areas:

Very Good

Good Poor Very Poor

Not Applicable

User friendly 38.8% 37.2% 3.3% 1.7% 9.9%

Convenient 43.0% 32.2% 5.0% 0.8% 9.9%

Technology up to date 43.8% 27.3% 7.4% 1.7% 9.9%

Interaction with instructor 38.8% 30.6% 10.7% 1.7% 9.1%

Interaction with other students in the class 38.0% 29.8% 7.4% 2.5% 10.7%

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Please mark the appropriate box to indicate your opinion of the financial aid office/staff:

Strongly

Agree Agree Disagree

Strongly Disagree

Not Applicable

Financial Aid office hours are adequate 30.2% 29.4% 4.8% 1.6% 7.1%

Financial Aid staff were friendly 30.2% 28.6% 4.8% 0.8% 7.9%

Financial Aid staff answered my questions 29.4% 29.4% 3.2% 2.4% 7.9%

Financial Aid awards were announced in a timely manner

23.8% 30.2% 4.8% 4.8% 8.7%

Financial Aid Counselors are helpful 27.8% 28.6% 2.4% 1.6% 11.9%

Please mark the appropriate box to indicate your opinion of admissions and registration/enrollment services:

Strongly


Strongly Disagree

Not Applicable

Office hours are adequate 34.9% 46.8% 4.8% 0.8% 4.8%

Staff was friendly and knowledgeable 34.1% 52.4% 1.6% 0.8% 3.2%

Staff answered my questions 34.1% 53.2% 0.8% 0.8% 3.2%

Policies and procedures about registration are clear 31.0% 54.0% 2.4% 1.6% 3.2%

Policies and procedures about course selection are clear

29.4% 54.8% 4.0% 0.8% 3.2%

Staff responded to my unique needs and requests 31.7% 50.0% 4.0% 0.8% 5.6%

Registration (add/drop) procedures went smoothly online

36.5% 46.0% 3.2% 0.8% 5.6%

Registration (add/drop) procedures went smoothly in person

31.7% 39.7% 1.6% 0.8% 18.3%

Please mark the appropriate box to indicate your opinion of billing processes:

Strongly


Strongly Disagree

Not Applicable

Cashier office hours are adequate 27.8% 37.3% 5.6% 0.0% 21.4%

Cashiers handled my transactions efficiently 27.0% 32.5% 5.6% 0.8% 26.2%

Cashiers are friendly 27.0% 34.1% 4.8% 1.6% 24.6%

Billing policies are reasonable 29.4% 42.1% 4.0% 0.8% 15.9%

Alternative payment systems met my needs (online, etc.)

28.6% 37.3% 3.2% 0.8% 22.2%

Cashiers explained the deferred payment plan 23.8% 23.8% 4.0% 1.6% 38.9%

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Please mark the appropriate box to indicate your opinion of Testing and Assessment processes:

Strongly


Strongly Disagree

Not Applicable

Staff made me feel comfortable with the assessment process

30.0% 25.8% 2.5% 2.5% 5.8%

Explanation of test scores was clear and helpful 27.5% 24.2% 5.8% 1.7% 7.5%

The courses I tested into were appropriate for me 27.5% 26.7% 3.3% 0.8% 7.5%

Staff was knowledgeable and friendly 27.5% 28.3% 4.2% 0.8% 5.8%

Testing and assessment office hours were adequate for my needs

30.8% 21.7% 3.3% 1.7% 9.2%

There is an appropriate space and environment provided for testing

29.2% 23.3% 4.2% 1.7% 8.3%

Assessment and placement procedures are reasonable 27.5% 27.5% 3.3% 0.0% 6.7%

Please mark the appropriate box to indicate your opinion of Academic Advising (AA) processes:

Strongly


Strongly Disagree

Not Applicable

Walk-in counseling hours were adequate for my needs 35.8% 25.8% 5.0% 4.2% 5.0%

My advisor was well-informed and provided me information I needed

35.0% 26.7% 7.5% 5.8% 1.7%

My advisor understands the transfer requirements of other schools

31.7% 24.2% 5.8% 4.2% 10.8%

My advisor spent sufficient time with me to answer my questions

36.7% 24.2% 4.2% 6.7% 4.2%

My advisor is knowledgeable about my program requirements

35.0% 26.7% 7.5% 4.2% 2.5%

I was able to obtain advising to help my entry into college

35.8% 19.2% 5.0% 7.5% 8.3%

My academic advisor is approachable and concerned about my success

36.7% 23.3% 5.0% 5.8% 5.8%

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