Office of Institutional Research Annual Customer Survey 2002

2001-02 Program Review Survey Summary

   Below is a summary of the responses to an online survey of the primary customers of the Office of Institutional Research. Ninety-one customers were surveyed in June, 2002. Thirty-five percent (N=32) completed the survey. The survey was divided into several sections. The first section asked the respondents to rate the importance of OIR's activities and services. The second section asked respondents to rate how well OIR performs these activities and services. The third section asked the respondents to rate the usefulness of OIR's Web site, communication, and research. The fourth section asked the respondents to rate OIR on several measures of customer satisfaction.

    The results of the survey will be used to refocus OIR's mission and activities in 2002-03. Also, areas that were rated relatively weaker than others will be the focus of additional attention and activities. Questions about the results or OIR's mission can be addressed to Institutional Research

A. Importance of OIR Activities and Services

1. Importance of OIR's activities and services to you or your department

  3. Very
Important
2. Important 1. Of Less
Importance
No
Opinion
Mean
Enrollment projections for the university as a whole, by student level, and by residence 165 92 2.23
Questionnaires for publications like U.S. News & World Report, College Board, etc. 911 102 1.97
Space utilization analysis and studies 1010 111 1.97
Coordinating mandated reporting to SCHEV, State, and federal government 179 33 2.48
Assisting with the development and implementation of the JMU Web-based Planning Database 109 94 2.04
Peer group studies 918 32 2.20
Development of JMU performance measures for SCHEV (Reports of Institutional Effectiveness) 1612 13 2.52
Assistance with program reviews for administrative and student support areas 1015 43 2.21
Assistance with program reviews for academic areas 912 56 2.15
Assisting with the development of an institutional portfolio of performance measures and strategic indicators 718 52 2.07
Provide assistance in the development, deployment, and analysis of Web-based surveys 1213 52 2.23
Statistical Summary 1712 21 2.48
Special reports for management/departments 918 41 2.16
Sharing of data electronically 1118 12 2.33
Responding to special requests for information (number of students, enrollment projections, etc.) from departments 1712 21 2.48
Monitoring the University's compliance with the recommendations from the SACS Self-Study10 154 32.21

B. Quality of OIR activities and services

2. Please rate how well OIR meets your expectations on the products and services it provides.
  3. Exceeds
Expectations
2. Meets 
Expectations
1. Fails To
Meet
Expectations
No
Opinion
Mean
Enrollment projections for the university as a whole, by student level, and by residence 9161 62.31
Questionnaires for publications like U.S. News & World Report, College Board, etc. 6150 112.29
Space utilization analysis and studies 4180 102.18
Coordinating mandated reporting to SCHEV, State, and federal government 10160 62.38
Assisting with the development and implementation of the JMU Web-based Planning Database 3182 92.04
Peer group studies3 17111 2.10
Development of JMU performance measures for SCHEV (Reports of Institutional Effectiveness) 8130 112.38
Assistance with program reviews for administrative and student support areas 6151 92.23
Assistance with program reviews for academic areas 5102 142.18
Assisting with the development of an institutional portfolio of performance measures and strategic indicators 7140 112.33
Provide assistance in the development, deployment, and analysis of Web-based surveys 7123 102.18
Statistical Summary11 1506 2.42
Special reports for management/departments 5163 82.08
Sharing of data electronically 3191 82.09
Assistance with information gathering for the SACS Self-Study 11160 52.41
Assistance with communicating to the university community about the SACS Self-Study processes 11131 42.40
Responding to special requests for information (number of students, enrollment projections, etc.) from departments 8133 82.21

C. Usefulness of OIR's Web Site, Communication, and Research

3. How often do you use OIR's web site (http://www.jmu.edu/instresrch)?
02  Very Frequently
11  Frequently
16  Seldom
02  Never

4. How useful to you are the following features of OIR's web site?

  3. Very
Useful
2. Useful 1. Not
Useful
No
Opinion
Have Not
Visited
Mean
Statistical Summaries12 1411 32.41
Research Studies5 1214 102.22
Enrollment Projections16 1422 72.44
Quick Facts and Figures9 1901 32.32
Information About Faculty Salary Peers 6120 3112.33
JMU Performance Measures6 1413 72.24
Planning Process3 1453 61.91
Qwik Enrollment Summaries 51312 102.21
Common Data Set2 1501 142.12
Facilities Information4 1314 102.17
5. Please list below additional information you would like to see OIR add to its Web site.
 
Faculty percentages by race and gender
I didn't know there was a web site
Some budgetary analyses (e.g., Division budgets, dept operating budgets); Some cost/benefit ratios (e.g., credit hour production/operating budget; Students-to-teacher ratio per dept;
The planning database is not well organized or effective. Further, planning should be tied to budgeting.
A downloadable fast facts feature that will sync to a PDA
 
6. Which of the three newsletters published by OIR this year did you read?
15 October 2001
16 December 2001
15 March 2002

7. Please rate your level of agreement with the following statements about OIR's newsletters.

  5. Strongly
Agree
4. Agree 3. Neutral 2. Disagree 1. Strongly
Disagree
Mean
Increased my knowledge of the responsibilities of OIR 2159 003.73
Increased my knowledge of the studies conducted by OIR 2176 003.84
Information provided is useful to my work 11510 003.65
Information provided is useful to the university for decision making 3148 103.73
8. This year OIR published three Research Notes. These are listed below.

    Please use the space below to make suggestions for Research Notes for 2002-03.

D. Customer Satisfaction With OIR Services

9. Please rate your level of agreement with the following OIR attributes.
  4. Strongly
Agree
3. Agree 2. Disagree 1. Strongly
Disagree
No
Opinion
Mean
Provides high quality service 14142 013.40
Requires only appropriate paperwork 10142 043.31
Staff listens attentively to my concerns 14131 033.46
Performs services accurately 11190 013.37
Performs services courteously 15150 013.50
Provides services in a timely manner 12151 123.31
Correctly refers me to other offices when appropriate 10170 043.37
Places a high value on customer service 11152 033.32
Is prompt in dealing with customer inquiries 11152 033.32
Staff are excited about their work 10120 183.35
Staff look for new and better ways to do things 8130 193.27
Staff are helpful12 1701 13.33
Staff make an extra effort for the university 10121 173.29
Area plans for the future 61211 103.15
Area is concerned about its employees 760 1163.36
Activities are performed efficiently 8150 173.25
Communication strategies (newsletters, email, etc.) help offices learn about 7162 063.20
Uses advanced technology9 1600 63.36

E. Demographic Questions

10. Which of the following best describes your position at JMU?
12 Executive management (division head, assistant/associate VP, dean, or equivalent)
05 Instructional department head or director
03 Non-instructional department head
03 Faculty
08 Staff
00 Other

11. How frequently do you interact with OIR's staff?

08 Very frequently (at least one time per week)
09 Frequently (at least one time per month)
10 Occasionally (at least one time per quarter)
03 Seldom (only once or twice during the year)
01 Never

12. Which of the following are the best ways to contact you for sharing and/or exchanging information (You may choose more than one)?

13 Telephone
05 Fax
29 Electronic mail
15 Web
07 Memorandum
04 JMU Extra, JMUniverse, or the Breeze

13. Please use the following space to provide any additional feedback which you believe would be helpful to the office.
 
All too often, the office takes a "hands-off" approach (e.g., "we'll answer your questions, but we can't/won't do the work for you...").
DON'T use the Breeze or JMUniverse - seldom read