STUDENTS SPEAK SUR TechNews I Tuesdawanuaryzszou 3‘ -)< RE SUI —:l1;‘1 STUDENTS SPEAK Introduction and background The 2010 Students Speak survey was designed and conducted by students as part of an ongoing strategy to improve the quality of services provided to HT students At the direction of the Students Speak committee, the 0n7line survey was administered by the Center for Research and Service to all HT undergraduate and graduate students during the period of October 15 to November 2, 2010. The survey included: 7 7 items reflecting students’ overall experience at HT 7 8 items allowing students to evaluate their service experience with their professors and the academic department that holds their major 7 Evaluation of 14 departments based on their timeliness in responding to student needs, the extent to which students are treated with respect, degree to which students are provided with accurate information, and other select elements of their service to students 7 A comments section for each department allowing students to describe what is done well and what needs improvement This summary report is based on: 7 Survey items that measure satisfaction with student services 7 Analysis of write7in comments 7 Focus groups that targeted areas of concern identified through the survey Response summary This summary report is based on data from 2,859 students, which reflects a 36% response rate. The response rate is calculated by dividing the number of survey responses by the total number of survey invitations ||T Students Overall 7,899 2,859 36% Graduate Students 5,153 1,774 34% Undergraduate Students 2,628 1,051 40% Responses are based onthe followingpercentages of student survey respondents who reported they have used the student services within the past year: Department % Bursar’s Office 70% 7—Eleven 68% Office of Financial Aid 49% Keating Sports Center 44% Graduate College 34% Career Management Center 33% Housing and Residential Services 24% Department % Dining Services 24% — Meal plan 15% Student Life 22% Campus and Conference Centers 18% Spiritual Life 5% Center for Diversity and Inclusion 5% Center for Disability Resources 2% Women’s Center 1% Overall experience at IIT Percent of students who responded favorably Indices rated 70% or above are considered strengths Indices rated below 70% present opportunities for improvement lam treated with respect by ”T staff. ||T staffwork hard to respond to my needs. I kn owwh atdeparimentto contact when I have a question or problem. lam ableto get an answeror solution asa resultofmy initial contactwith an NT staff member. 0% I am treated with respect by ”T staff. ||T staffwork hard to respond to my needs. I kn owwh at departmen t to contact Wh en I have a question or problem. lam able to get an an swer or solution as a resultofmy initial contactwith an NT staff member. 0% 10% 20% 30% 40% 50% 50% 70% 30% 90%100% in generai, i reei sare on campus ifeei We a vain ed member ofthe HT community Based on my overaii experience, i wouid recommend HTto arriend Based on my academic (in the ciassroom) experience, iwouidrecommend HT to amend 0% 10% 20% 30% 40% 50% 50% 70% 30% 90% 100% lConsistently2009 lUsuaIly2009 lConsistently2010 lUsuaIly2010 Executive summary Student satisfaction has improved 7 The Students Speak process appears to be a catalyst for increased emphasis on and accountability for high quality student services 7 For those areas targeted for improvement, satisfaction has generally improved as compared to the prior year 7 Progress is being made in transforming llT’s culture to one that is directed toward student satisfaction Faculty and academic department staff are perceived as accessible, approachable, andhelpful 7 Contrary to findings from the Princeton Review, student satisfaction with professor accessibility is relatively high for most academic departments 7 There is considerable variance among majors regarding accessibility of professors; some departments/majors have significant opportunity for improvement 7 Student advising is seen as generally strong, with the exception of advising related to research and internships Most students would recommend IIT to a friend Focus groups indicated that the primary reason for a positive recommendation is the quality of the education received A sizable minority of students, however, would not recommend IIT to a friend The primary reasons provided for a negative recommendation were limited to social life and excessive cost IIT students demand value 7 Many students perceive the cost of goods and services to be excessive 7 While willing to pay these costs, they expect value Timely repair of housing/facilities Quality and variety of food Excellent customer service when interacting with service providers Several areas of the university should be targeted for improvement 7 771 l 7 Housing and Residential Services 7 Dining Services 7 Career Management Center Poor value for the cost and a lack of timely response to requests were the most common criticisms presented by students