James Madison University
Office of Institutional Research


2000-01 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. Approximately 120 customers were surveyed in June, 2001. Forty-five percent (N=54) 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 2001-02. 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


A. Importance of OIR Activities and Services

The JMU Office of Institutional Research conducts many activities and provides diverse services to the university community. Please rate each activity or service on its level of importance to you.

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 (freshman, sophomore, etc.), and by residence (In-State or Out-of-State) 25 18 8 3 2.33
Questionnaires for publications like U.S. News & World Report, College Board, etc. 12 22 14 6 1.96
Space utilization analysis and studies 23 20 8 3 2.29
Coordinating mandated reporting to SCHEV, State, and federal government 30 16 5 2 2.49
Assisting with the development and implementation of the JMU Web-based Planning Database 15 24 13 2 2.04
Peer group studies 17 27 7 3 2.20
Development of JMU performance measures for SCHEV (Reports of Institutional Effectiveness) 28 18 6 1 2.42
Assistance with program reviews for administrative and student support areas 17 24 10 3 2.14
Assistance with program reviews for academic areas 21 14 12 6 2.19
Assisting with the development of an institutional portfolio of performance measures and strategic indicators 16 24 10 4 2.12
Provide technical assistance in the development, deployment, and analysis of surveys 14 26 11 3 2.06
Statistical Summary 22 25 4 3 2.35
Special reports for management/departments 13 28 10 3 2.06
Sharing of data electronically 23 26 3 2 2.38
Assistance with information gathering for the SACS Self-Study 21 24 3 4 2.38
Assistance with communicating to the university community about the SACS Self-Study processes 20 23 7 3 2.26
Responding to special requests for information (number of students, enrollment projections, etc.) from departments 25 21 6 2 2.37

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 (freshman, sophomore, etc.), and by residence (In-State or Out-of-State) 12 29 1 11 2.26
Questionnaires for publications like U.S. News & World Report, College Board, etc. 7 33 0 14 2.18
Space utilization analysis and studies 8 25 2 19 2.17
Coordinating mandated reporting to SCHEV, State, and federal government 12 29 0 13 2.29
Assisting with the development and implementation of the JMU Web-based Planning Database 10 26 4 14 2.15
Peer group studies 8 29 1 16 2.18
Development of JMU performance measures for SCHEV (Reports of Institutional Effectiveness) 7 30 0 17 2.19
Assistance with program reviews for administrative and student support areas 8 26 0 20 2.24
Assistance with program reviews for academic areas 8 20 3 23 2.16
Assisting with the development of an institutional portfolio of performance measures and strategic indicators 7 26 0 19 2.21
Provide technical assistance in the development, deployment, and analysis of surveys 11 25 0 17 2.31
Statistical Summary 13 30 1 10 2.27
Special reports for management/departments 10 23 4 17 2.16
Sharing of data electronically 10 32 1 11 2.21
Assistance with information gathering for the SACS Self-Study 16 27 0 10 2.37
Assistance with communicating to the university community about the SACS Self-Study processes 11 32 2 9 2.20
Responding to special requests for information (number of students, enrollment projections, etc.) from departments 14 25 3 12 2.26

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)?
06 Very Frequently
16 Frequently
29 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 24 22 1 2 3 2.49
Research Studies 6 22 3 6 14 2.10
Enrollment Projections 16 23 2 3 8 2.34
Quick Facts and Figures 25 21 2 1 3 2.48
Information About Faculty Salary Peers 10 23 1 2 16 2.26
JMU Performance Measures 9 26 1 5 10 2.22
Planning Process 9 21 5 7 10 2.11
Qwik Enrollment Summaries 13 21 3 3 12 2.27
Common Data Set 8 17 3 5 19 2.18
Facilities Information 7 18 2 5 19 2.19
5. Please list below additional information you would like to see OIR add to its Web site.

6. Which of the three newsletters published by OIR this year did you read?

23 October
29 February
27 May

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 5 27 11 1 0 3.82
Increased my knowledge of the studies conducted by OIR 7 28 9 0 0 3.95
Information provided is useful to my work 8 21 14 1 0 3.82
Information provided is useful to the university for decision making 6 26 12 0 0 3.86
8. This year OIR published three Research Notes. These are listed below.

Faculty Activity Survey, Fall 1999

Fall 2000 On-Campus Enrollment Summary

Faculty Salaries of JMU's Peer Group, 2000-01

Please use the space below to make suggestions for Research Notes for 2001-02.

9. Each year OIR assists with the publication of a document for the Board of Visitors entitled, "Financing of Higher Education in Virginia, Analysis and Issues." The publication can be viewed at: http://www.jmu.edu/instresrch/resrchstud/BOV/2001/BOV2001.pdf  . Have you read this document?

08 Yes
45 No

10. If you answered "Yes" to Question 9, please rate your level of agreement with the following statements about the document.

5. Strongly
Agree
4. Agree 3. Neutral 2. Disagree 1. Strongly
Disagree
Mean
Document provides useful information about the financing of higher education in Virginia 4 4 1 1 0 4.10
Document provides useful information about JMU's finances and expenditures 4 4 1 1 0 4.10
Data are useful for decision making 4 4 0 2 0 4.00

D. Customer Satisfaction With OIR Services

11. 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 20 30 0 0 3 3.40
Requires only appropriate paperwork 7 35 1 1 9 3.09
Staff listens attentively to my concerns 20 27 0 0 6 3.43
Performs services accurately 20 27 3 0 3 3.34
Performs services courteously 23 27 0 0 3 3.46
Provides services in a timely manner 21 24 4 1 3 3.30
Correctly refers me to other offices when appropriate 12 31 0 0 7 3.28
Places a high value on customer service 18 26 2 0 7 3.35
Is prompt in dealing with customer inquiries 18 24 2 0 9 3.36
Staff are excited about their work 17 17 1 0 18 3.46
Staff look for new and better ways to do things 14 25 2 0 12 3.29
Staff are helpful 22 25 0 0 5 3.47
Staff make an extra effort for the university 16 23 1 0 10 3.38
Area plans for the future 13 21 1 0 17 3.34
Area is concerned about its employees 10 18 1 0 22 3.31
Activities are performed efficiently 11 28 2 0 10 3.22
Communication strategies (newsletters, email, etc.) help other offices learn about OIR's activities 9 30 3 1 9 3.09
Uses advanced technology 19 23 0 0 10 3.45

E. Demographic Questions

12. Which of the following best describes your position at JMU?
11 Executive management (division head, assistant/associate VP, dean, or equivalent)
04 Instructional department head or director
06 Noninstructional department head
12 Faculty
18 Staff
01 Other

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

07 Very frequently (at least one time per week)
26 Frequently (at least one time per month)
15 Occasionally (at least one time per quarter)
05 Seldom (only once or twice during the year)
00 Never

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

17 Telephone
06 Fax
51 Electronic mail
15 Web
05 Memorandum
05 JMU Extra, JMUniverse, or the Breeze

15. Please use the following space to provide any additional feedback which you believe would be helpful to the office.