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 16 5 9 2 2.23

Questionnaires for publications like U.S. News & World Report, College Board, etc. 9 11 10 2 1.97

Space utilization analysis and studies 10 10 11 1 1.97

Coordinating mandated reporting to SCHEV, State, and federal government 17 9 3 3 2.48

Assisting with the development and implementation of the JMU Web-based Planning Database 10 9 9 4 2.04

Peer group studies 9 18 3 2 2.20

Development of JMU performance measures for SCHEV (Reports of Institutional Effectiveness) 16 12 1 3 2.52

Assistance with program reviews for administrative and student support areas 10 15 4 3 2.21

Assistance with program reviews for academic areas 9 12 5 6 2.15

Assisting with the development of an institutional portfolio of performance measures and strategic indicators 7 18 5 2 2.07

Provide assistance in the development, deployment, and analysis of Web-based surveys 12 13 5 2 2.23

Statistical Summary 17 12 2 1 2.48

Special reports for management/departments 9 18 4 1 2.16

Sharing of data electronically 11 18 1 2 2.33

Responding to special requests for information (number of students, enrollment projections, etc.) from departments 17 12 2 1 2.48

Monitoring the University's compliance with the recommendations from the SACS Self-Study 10 15 4 3 2.21

	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	16	5	9	2	2.23
Questionnaires for publications like U.S. News & World Report, College Board, etc.	9	11	10	2	1.97
Space utilization analysis and studies	10	10	11	1	1.97
Coordinating mandated reporting to SCHEV, State, and federal government	17	9	3	3	2.48
Assisting with the development and implementation of the JMU Web-based Planning Database	10	9	9	4	2.04
Peer group studies	9	18	3	2	2.20
Development of JMU performance measures for SCHEV (Reports of Institutional Effectiveness)	16	12	1	3	2.52
Assistance with program reviews for administrative and student support areas	10	15	4	3	2.21
Assistance with program reviews for academic areas	9	12	5	6	2.15
Assisting with the development of an institutional portfolio of performance measures and strategic indicators	7	18	5	2	2.07
Provide assistance in the development, deployment, and analysis of Web-based surveys	12	13	5	2	2.23
Statistical Summary	17	12	2	1	2.48
Special reports for management/departments	9	18	4	1	2.16
Sharing of data electronically	11	18	1	2	2.33
Responding to special requests for information (number of students, enrollment projections, etc.) from departments	17	12	2	1	2.48
Monitoring the University's compliance with the recommendations from the SACS Self-Study	10	15	4	3	2.21

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 9 16 1 6 2.31

Questionnaires for publications like U.S. News & World Report, College Board, etc. 6 15 0 11 2.29

Space utilization analysis and studies 4 18 0 10 2.18

Coordinating mandated reporting to SCHEV, State, and federal government 10 16 0 6 2.38

Assisting with the development and implementation of the JMU Web-based Planning Database 3 18 2 9 2.04

Peer group studies 3 17 1 11 2.10

Development of JMU performance measures for SCHEV (Reports of Institutional Effectiveness) 8 13 0 11 2.38

Assistance with program reviews for administrative and student support areas 6 15 1 9 2.23

Assistance with program reviews for academic areas 5 10 2 14 2.18

Assisting with the development of an institutional portfolio of performance measures and strategic indicators 7 14 0 11 2.33

Provide assistance in the development, deployment, and analysis of Web-based surveys 7 12 3 10 2.18

Statistical Summary 11 15 0 6 2.42

Special reports for management/departments 5 16 3 8 2.08

Sharing of data electronically 3 19 1 8 2.09

Assistance with information gathering for the SACS Self-Study 11 16 0 5 2.41

Assistance with communicating to the university community about the SACS Self-Study processes 11 13 1 4 2.40

Responding to special requests for information (number of students, enrollment projections, etc.) from departments 8 13 3 8 2.21

	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	9	16	1	6	2.31
Questionnaires for publications like U.S. News & World Report, College Board, etc.	6	15	0	11	2.29
Space utilization analysis and studies	4	18	0	10	2.18
Coordinating mandated reporting to SCHEV, State, and federal government	10	16	0	6	2.38
Assisting with the development and implementation of the JMU Web-based Planning Database	3	18	2	9	2.04
Peer group studies	3	17	1	11	2.10
Development of JMU performance measures for SCHEV (Reports of Institutional Effectiveness)	8	13	0	11	2.38
Assistance with program reviews for administrative and student support areas	6	15	1	9	2.23
Assistance with program reviews for academic areas	5	10	2	14	2.18
Assisting with the development of an institutional portfolio of performance measures and strategic indicators	7	14	0	11	2.33
Provide assistance in the development, deployment, and analysis of Web-based surveys	7	12	3	10	2.18
Statistical Summary	11	15	0	6	2.42
Special reports for management/departments	5	16	3	8	2.08
Sharing of data electronically	3	19	1	8	2.09
Assistance with information gathering for the SACS Self-Study	11	16	0	5	2.41
Assistance with communicating to the university community about the SACS Self-Study processes	11	13	1	4	2.40
Responding to special requests for information (number of students, enrollment projections, etc.) from departments	8	13	3	8	2.21

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 Summaries 12 14 1 1 3 2.41

Research Studies 5 12 1 4 10 2.22

Enrollment Projections 16 14 2 2 7 2.44

Quick Facts and Figures 9 19 0 1 3 2.32

Information About Faculty Salary Peers 6 12 0 3 11 2.33

JMU Performance Measures 6 14 1 3 7 2.24

Planning Process 3 14 5 3 6 1.91

Qwik Enrollment Summaries 5 13 1 2 10 2.21

Common Data Set 2 15 0 1 14 2.12

Facilities Information 4 13 1 4 10 2.17

	3. Very Useful	2. Useful	1. Not Useful	No Opinion	Have Not Visited	Mean
Statistical Summaries	12	14	1	1	3	2.41
Research Studies	5	12	1	4	10	2.22
Enrollment Projections	16	14	2	2	7	2.44
Quick Facts and Figures	9	19	0	1	3	2.32
Information About Faculty Salary Peers	6	12	0	3	11	2.33
JMU Performance Measures	6	14	1	3	7	2.24
Planning Process	3	14	5	3	6	1.91
Qwik Enrollment Summaries	5	13	1	2	10	2.21
Common Data Set	2	15	0	1	14	2.12
Facilities Information	4	13	1	4	10	2.17

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

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 2 15 9 0 0 3.73

Increased my knowledge of the studies conducted by OIR 2 17 6 0 0 3.84

Information provided is useful to my work 1 15 10 0 0 3.65

Information provided is useful to the university for decision making 3 14 8 1 0 3.73

	5. Strongly Agree	4. Agree	3. Neutral	2. Disagree	Mean
Increased my knowledge of the responsibilities of OIR	2	15	9	0	3.73
Increased my knowledge of the studies conducted by OIR	2	17	6	0	3.84
Information provided is useful to my work	1	15	10	0	3.65
Information provided is useful to the university for decision making	3	14	8	1	3.73

8. This year OIR published three Research Notes. These are listed below.

Fall 2001 On-Campus Enrollment Summary
Performance Measures In Higher Education, Virginia, And JMU
Faculty Activity Survey, Fall 2001

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 14 14 2 0 1 3.40

Requires only appropriate paperwork 10 14 2 0 4 3.31

Staff listens attentively to my concerns 14 13 1 0 3 3.46

Performs services accurately 11 19 0 0 1 3.37

Performs services courteously 15 15 0 0 1 3.50

Provides services in a timely manner 12 15 1 1 2 3.31

Correctly refers me to other offices when appropriate 10 17 0 0 4 3.37

Places a high value on customer service 11 15 2 0 3 3.32

Is prompt in dealing with customer inquiries 11 15 2 0 3 3.32

Staff are excited about their work 10 12 0 1 8 3.35

Staff look for new and better ways to do things 8 13 0 1 9 3.27

Staff are helpful 12 17 0 1 1 3.33

Staff make an extra effort for the university 10 12 1 1 7 3.29

Area plans for the future 6 12 1 1 10 3.15

Area is concerned about its employees 7 6 0 1 16 3.36

Activities are performed efficiently 8 15 0 1 7 3.25

Communication strategies (newsletters, email, etc.) help offices learn about 7 16 2 0 6 3.20

Uses advanced technology 9 16 0 0 6 3.36

	4. Strongly Agree	3. Agree	2. Disagree	1. Strongly Disagree	No Opinion	Mean
Provides high quality service	14	14	2	0	1	3.40
Requires only appropriate paperwork	10	14	2	0	4	3.31
Staff listens attentively to my concerns	14	13	1	0	3	3.46
Performs services accurately	11	19	0	0	1	3.37
Performs services courteously	15	15	0	0	1	3.50
Provides services in a timely manner	12	15	1	1	2	3.31
Correctly refers me to other offices when appropriate	10	17	0	0	4	3.37
Places a high value on customer service	11	15	2	0	3	3.32
Is prompt in dealing with customer inquiries	11	15	2	0	3	3.32
Staff are excited about their work	10	12	0	1	8	3.35
Staff look for new and better ways to do things	8	13	0	1	9	3.27
Staff are helpful	12	17	0	1	1	3.33
Staff make an extra effort for the university	10	12	1	1	7	3.29
Area plans for the future	6	12	1	1	10	3.15
Area is concerned about its employees	7	6	0	1	16	3.36
Activities are performed efficiently	8	15	0	1	7	3.25
Communication strategies (newsletters, email, etc.) help offices learn about	7	16	2	0	6	3.20
Uses advanced technology	9	16	0	0	6	3.36

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