Below is a summary of the responses to an online survey of the primary customers of the Office of Institutional Research. One hundred twenty (120) customers were surveyed in June, 2000. Forty-seven percent (N=56) completed the survey. The survey was divided into four 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 OIR on several measures of customer satisfaction. The fourth section asked the respondents to rate the usefulness of different sections of OIR's web site.
The results of the survey will be used to refocus OIR's mission and activities in 2000-01. 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 ask-oir@jmu.edu
Importance of Activities and Services
Very Important (3) Important (2) Of Less Importance (1) No Opinion Mean Enrollment projections 24 22 6 4 2.35 Questionnaires for publications like U.S. News & World Report, College Guides, etc. 11 18 20 7 1.82 Space utilization analysis and studies 17 21 14 4 2.06 Coordinating reporting to SCHEV, State, and federal government 24 26 2 4 2.42 Assisting with the JMU planning process 23 24 4 5 2.37 Peer group studies 22 20 6 8 2.33 Development of JMU performance measures for SCHEV and the Department of Planning and Budget 20 24 5 7 2.31 Assistance with program reviews for nonacademic areas 14 16 16 10 1.96 Assistance with program reviews for academic areas 14 21 15 6 1.98 Assisting with the development of an institutional portfolio of performance measures and strategic indicators 13 26 9 8 2.08 Provide technical assistance in the development, deployment, and analysis of surveys 12 23 14 7 1.96 Statistical Summary 38 12 5 1 2.60 Special reports for management/departments 21 25 8 2 2.24 Sharing of data electronically (faculty assignments, spreadsheets, etc.) 17 23 13 3 2.08 Assistance with information gathering for the SACS Self-Study 23 23 5 5 2.35 Assistance with communicating to the university community about the SACS Self-Study processes 16 25 9 6 2.14 Responding to special requests for information (number of students, enrollment projections, etc.) from departments 27 24 3 2 2.44 Quality of OIR Activities and Services
Quality of OIR Activities and Services
Exceeds Expectations (3) Meets Expectations (2) Fails to Meet Expectations (1) No Opinion Mean Enrollment projections 13 32 5 6 2.16 Questionnaires for publications like U.S. News & World Report, College Guides, etc. 9 23 0 24 2.28 Space utilization analysis and studies 7 28 4 17 2.08 Coordinating reporting to SCHEV, State, and federal government 12 29 0 15 2.29 Assisting with the JMU planning process 10 31 5 10 2.11 Peer group studies 9 27 3 17 2.15 Development of JMU performance measures for SCHEV and the Department of Planning and Budget 11 24 3 18 2.21 Assistance with program reviews for nonacademic areas 15 17 2 22 2.38 Assistance with program reviews for academic areas 14 18 6 18 2.21 Assisting with the development of an institutional portfolio of performance measures and strategic indicators 12 24 2 18 2.26 Provide technical assistance in the development, deployment, and analysis of surveys 15 24 2 15 2.32 Statistical Summary 27 20 0 9 2.57 Special reports for management/departments 19 24 4 9 2.32 Sharing of data electronically (faculty assignments, spreadsheets, etc.) 11 26 6 13 2.12 Assistance with information gathering for the SACS Self-Study 14 27 1 14 2.31 Assistance with communicating to the university community about the SACS Self-Study processes 10 26 2 18 2.21 Responding to special requests for information (number of students, enrollment projections, etc.) from departments 18 25 4 9 2.30
Strongly Agree (4) Agree (3) Disagree (2) Strongly Disagree (1) No Opinion Mean Provides high quality service 27 23 3 0 3 3.45 Requires only appropriate paperwork 13 28 3 3 9 3.09 Staff listens attentively to my concerns 30 20 3 0 3 3.51 Performs services accurately 29 23 0 0 4 3.56 Performs services courteously 35 18 1 0 2 3.63 Provides services in a timely manner 24 26 4 0 2 3.37 Correctly refers me to other offices when appropriate 19 27 0 0 10 3.41 Places a high value on customer service 22 30 1 0 3 3.40 Is prompt in dealing with customer inquiries 20 28 3 0 5 3.33 Staff are excited about their work 19 21 2 0 14 3.40 Staff look for new and better ways to do things 21 18 4 0 13 3.40 Staff are helpful 33 19 2 0 2 3.57 Staff make an extra effort for the university 25 20 0 0 11 3.56 Area plans for the future 16 15 3 0 22 3.38 Area is concerned about its employees 14 14 0 0 28 3.50 Activities are performed efficiently 17 23 2 1 13 3.30 Communication strategies (mailings, email, etc.) help offices learn about OIR's activities 16 22 6 0 12 3.23 Uses advanced technology 21 21 0 0 14 3.50
How often do you use OIR's web site (http://www.jmu.edu/instresrch)? 07 Very frequently 14 Frequently 26 Seldom 06 Never
How often do you use OIR's web site (http://www.jmu.edu/instresrch)?
Very Useful (3) Useful (2) Not Useful (1) No Opinion Mean Research Studies 12 21 2 21 2.29 Quick Facts and Figures 26 15 2 13 2.56 Faculty Salary Comparisons With Peers 13 16 2 25 2.35 Statistical Summaries 24 17 0 15 2.59 Research Notes 7 17 5 27 2.07 Enrollment Projections 15 21 3 17 2.31 Qwik Enrollment Summaries 19 15 2 20 2.47 SCHEV Information about JMU 12 19 2 23 2.30 FAACS Building Names and Numbers 6 19 4 27 2.07
What additional information, if it could be obtained, would be very useful to you?
Academic and Non-academic benchmarks or types of benchmarks to consider. Links to the most recent statistical trends in Higher Ed related to enhancing efficiency, etc.
Better peer group information.
Comparison of primary functions within JMU against its peers. There seems to be little good way to compare ourselves to others within a particular area (e.g. technology, dining operations, bookstore operations) without conducting a major research initiative.
Could use more detailed information about individual programs but understand the difficulty in obtaining it due to the reporting process in departments/schools where programs are lumped together.
Data and analyses as reflected in the department and school Annual Report format available to departments/schools and colleges as soon as possible after census date.
Department has done an excellent job and providing this office with information.
More sophisticated statistical models for enrollment projections
How might OIR improve its services to the university community?
By providing better communication about the performance measures that are in place and/or are being created and how we what we hope to gain. It would also be helpful to have an annual environmental analysis so that we know how we and others are changing.
Calculate or have PeopleSoft calculate a variety of cost and faculty/student ratios, particularly benchmarked against other universities.
Information that can be used in scheduling, estimating course demand, etc.
My only negative reaction all year has been to some of the statistical material sent out which was supposed to simply things but was very confusing in terms of directions/purpose.
Offer a survey critiquing service, Develop a system whereby departments could efficiently survey via the web w/an e-mail reminder, Develop an on-line database silo of survey questions and response summaries from (university wide/individual department surveys.
The table on credit-hour-production by dept was late in appearing. I could have used this information earlier to better make case for resources. Also, having productivity and enrollment data for both semesters would be useful.
13 Executive management (vice president, assistant/associate vice president, dean) 08 Instructional department head 08 Noninstructional department head 01 Faculty 11 Administrator 14 Other
How frequently do you interact with OIR's staff?
09 Very frequently (at least one time per week) 15 Frequently (at least one time per month) 26 Occasionally (at least one time per quarter) 05 Seldom (only once or twice during the year) 00 Never
Which of the following are the best ways to contact you for sharing and/or exchanging information (You may choose more than one)?
19 Telephone 09 Fax 51 Electronic mail 19 Web 07 Memorandum 07 JMU Extra, JMUniverse, or The Breeze
