WASHINGTON STATE BOARD FOR COMMUNITY AND TECHNICAL COLLEGES

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WASHINGTON STATEBOARD FOR COMMUNITY AND
TECHNICAL COLLEGES

• STUDENT LISTENING WEB SURVEY

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Project Objective

• For the purpose of better understanding students
  satisfaction with Washington States community
  and technical colleges
• and
• To establish a benchmark for student opinions of
  and experiences with the community and technical
  colleges of Washington State

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Areas of Investigation

•  
• Student Satisfaction
• Attendance and Ambition (not discussed here)
• College Choice
• Tuition and Financial Aid
• Technology
• Campus Climate

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Methodology

•  

• Web Survey
• Live between October 23 and December 17, 2007
• Survey sample provided by the State Board for
  Community and Technical Colleges
• 209,723 total contacts 186,415 email invitations
  and 23,308 postcards
• 3,419 completed interviews /- 1.67 margin of
  error
• Ten geographic regions
• Statewide quotas established by gender, age, and
  ethnicity

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Geographic Distribution

•  

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Participant Profile
Use services for students with disabilities
sometimes/often
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Student Satisfaction
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Overall Satisfaction

• Consistent experiences statewide few significant
  differences exist between regions.
• Engaged students, those attending full-time and
  utilizing student services are significantly more
  satisfied than others.

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Net Promoter

• According to the most recent Community College
  Survey of Student Engagement data, 94 of
  students nation-wide say they would recommend
  their college to a friend or family member.
• Loyalty is consistent statewide few significant
  differences exist between regions.
• Engaged students, those attending full-time and
  utilizing student support services, are stronger
  advocates.

The Net Promoter Score is a management tool
developed by Fred Reichheld to gauge the loyalty
of customer relations. While many companies have
adopted the method, it has not been unanimously
hailed as the single most reliable indicator.
However, it can serve as a strong indicator of
student loyalty. The Net Promoter moves the
focus away from short-term impact and toward the
long-term value of student relationships.
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College Choice
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• Location is most influential in remote, rural
  regions of the state.
• Cost/affordability does not vary by sources
  contributing to education costs as a primary
  reason for college choice as a secondary factor
  of influence, students relying on personal
  income/savings are significantly more likely to
  consider the cost than those relying on other
  sources.
• Quality of education and the reputation of the
  school play a more significant role in the North
  King County and Eastside regions.
• Engaged students are significantly influenced
  by location and academic transfer, while
  independent, non-academic students are
  significantly influenced by the availability of a
  specific field of study.

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Q16 Was your current/most recent college your
first choice?

• 90 of Promoters say their community/technical
  college was their first choice, compared to 83
  of Neutrals and 68 of Detractors.

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Tuition and Financial Aid
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• Financial sources significantly differ
  geographically.
• Full-time, academic, and service dependent
  students are also significantly more reliant upon
  sources other than personal income.

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Financial Sources by region
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• Responses mirror dependence on financial aid

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Q22. When considering education costs before
enrolling in college, which of the following
expenses did you consider in addition to tuition?
(N3419)
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• Service dependent, full-time, and academic minded
  students are significantly more concerned with
  tuition costs and the availability of tuition
  assistance than their counterparts. In
  complement, these same students are most
  satisfied with the adequacy of financial aid.
• Regionally, Seattle, North King County, and
  Eastside students are least satisfied with
  financial aid.
• Nearly half of Promoters consider financial aid
  Adequate, compared to only 21 of Detractors.

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Technology
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Q35. When registering for classes, do you prefer
to do so? (N3419)
21
0
Q40. How would you most prefer to learn?
(N3419)

• 44 want some form of web based instruction

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Q36. Are you currently enrolled in online
learning? (N3419)

• Enrollment in online learning differs regionally.
• Online enrollment also varies by educational goal
  and course load.
• Students who have not taken a break in their
  studies are more likely to be taking online
  courses than those who have had an interruption.
• Interestingly, students with children in the home
  are significantly more likely to be enrolled in
  online learning.

Q37. Is that with the college you are currently
attending/most recently attended?
(n924)

• 99 of students currently enrolled in online
  learning who have not interrupted their studies
  are taking their web-based classes with the
  college they are currently attending or most
  recently attended.

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Interest in Tech Support Services
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Interest in Tech Support Services
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Interest in Tech Support Services
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Campus Climate
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• Satisfaction with the campus climate varies by
  current enrollment status, whether students have
  taken a break in their studies, age, and
  dependency on student services.

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Campus Climate by Net Promoter status
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Student Services
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(No Transcript)
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Use of Support Services by course load
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Satisfaction with Support Services Personnel
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Extracurricular Activities
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Q30. What role do extracurricular activities
play in your educational experience?

• Students under age 25 are most involved and value
  extracurricular activities.
• Students involved in extracurricular activities
  are significantly less likely to have taken a
  break in their studies.
• Full-time, academic transfer, and dependent
  students are the most participatory.

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Conclusions