与德州人的契约

Introduction and Definition of Customers

德州 Woman’s University (TWU) is a comprehensive, 公共, doctoral-intensive university located in 丹顿, 德州. As a teaching and research university, 学校注重文科和专业教育,本科专业147个, 硕士, 博士学位. TWU与德克萨斯州签订的契约规定了TWU客户应该期望的原则和权利标准.

The customer service representative at TWU is Dr. 斯蒂芬妮Krauth,负责学生参与的副总裁. 联系方式:

Dr. 斯蒂芬妮Krauth
邮箱425379
丹顿,得克萨斯州76204-5379
电话:940.898.3614
传真:940.898.3629
电子邮件: skrauth@supportus.teremorris.com  

As customer service representative, Dr. Krauth协调TWU的客户服务绩效测量, 收集公众对TWU客户服务的信息和评价, 回应客户的关注, and oversees TWU’s 与德州人的契约.

TWU的契约将客户定义为所有类别的学生和, 在适当的时候, their families and their communities, 比如学校. Service provided for our students include admissions, 金融援助, 登记及纪录, 学生生活服务, 人力资源, 通过学术部门提供学术支持服务和学术服务.

Customer Service 原则 and 目标

目标

  1. 不断提高TWU人员为学生提供的教育和服务的质量.
  2. 重视、认可和奖励TWU员工为客户服务做出的努力.
  3. 每年使用评估工具和评估系统,从教育经验中评估学生的期望.
  4. 开发一种基于用户友好度的服务方法,设计为方便, ease of communication and prompt response.
  5. 利用多种沟通渠道,及时提供相关信息.
  6. 定期评估投诉程序的有效性和方便性.

原则

  • 设施:学生及其家属使用的设施应妥善维护, 清洁, 正确地提出了, 和可访问.
  • 教师, 工作人员, 管理:TWU提供服务的员工致力于为客户提供优质的服务. 培训项目, 促进客户服务, are available to all employees and required for some. 前线员工的身份应能透过铭牌或标签轻易辨认.
  • 通信(印刷和电子):与客户的通信应礼貌, 准确的, 和高效的. 学校提供一个免费电话供新生及其家人使用. 目录 to campus offices and services are widely available. 学生手册, 目录, 课程进度表和TWU互联网网页清楚地说明了与各种服务和项目通信的各种格式和程序.
  • 及时服务:大学及其员工会按以下方式及时回应每位客户:
    • 我们会在两个工作天或更短时间内回复电邮查询.
    • 我们会在五个工作天或更短时间内回复书面查询.
    • 我们会在下一个工作天答复电话查询.
    • Inquiries in person will be handled immediately whenever possible, 在两个工作天或更短时间内完成任何必要的跟进工作.
  • 印刷资料:TWU提供的印刷资料将是准确、及时和翔实的.

Customer Service Complaint 程序

与学术及学生服务有关的投诉程序,每年均载于学生手册及网上网址: http://servicecenter.supportus.teremorris.com/TDClient/KB/Default?CategoryID=4491. 学生生活办公室可以向不确定入学程序的学生提供建议.

各“前线”服务处备有顾客服务评估表格. 这些表格可以填写并直接提交给主管副总裁. 客户服务投诉可以口头、书面或通过电子邮件向Dr. 斯蒂芬妮Krauth,负责学生参与的副总裁. 提出投诉的客户可在五个工作日内收到总结报告.

此外,定期进行客户满意度调查. 这些调查的结果用于培训和大学的规划,以持续改进.

Description of the Survey Methods and 分析 of Data

TWU is committed to assessing and improving customer satisfaction. 2017年起每年, 学生满意度调查是为了收集反馈和衡量TWU本科生的满意度水平. 学生满意度量表(SSI)是Noel-Levitz公司制作的一种商业调查工具,旨在衡量学生对大学经历的满意度. While colleges measure student satisfaction for many reasons, 根据诺尔-莱维茨, 其中最重要的是,学生满意度在学生参与度中扮演着重要的角色, 学习与成功. Institutions that measure satisfaction can understand this role, 能否系统地提高他们的本科学习质量, can offer more educational value to students and families,” and can meet the “demands for accreditation and accountability.”

SSI最后一次管理是在2019年秋季学期,由pp电子平台负责机构研究和改进的副教务长监督. 根据推荐的方法,所有在TWU注册的学生都可以在网上获得调查结果. 1,425 surveys were returned and analyzed by Noel-Levitz.

Utilizing a seven-point scale (1=not satisfied at all, 7 =非常满意), SSI旨在收集73个一般期望项目和TWU专门定义的10个项目的反馈. 关于每一项, 受访者对具体期望的重要性以及他们对期望实现情况的满意度进行了打分. “个别项目的重要性和满意程度的平均数,是由受访者的评分和除以受访者的人数计算出来的. 重要性的平均值通常在5到6之间,满意度的平均值通常在4到5之间. 绩效“差距”可以通过比较重要性评分和满意度评分之间的差异来确定. 典型的成绩差距因机构类型和受调查人口而异.”(Noel-Levitz)

受访者还被要求对旨在评估TWU对特定学生群体承诺的10个项目的满意度进行评级,并对评估入学前因素的9个项目的重要性进行评级. 最后,受访者被要求对与他们大学经历相关的3个总结项目进行评分. 我们提供了一个全国样本,比较TWU和其他四年制公立大学的满意度信息.

针对目标人群的总结报告将TWU学生的回答与其他四年制公立机构的全国学生样本进行了比较. 在目标人群中按以下标准提供应答:年龄(18岁及以下), 19-24, 25-34, 35-44), 种族(非裔美国人), 白色/白种人, 拉美裔), 性别, 登记状态(日), 晚上, 周末), 教育目标, 住宅, 班级负荷/班级水平(全日制, 大一新生, 二年级学生), 住宅(宿舍楼), 校外住房, 父的家), 平均绩点(2).0-2.49, 2.5-2.99, 3.0-3.49, 3.5名或以上), and employment status (full-time off campus, 校外兼职, 全日制在校, 在校兼职, 不使用). 我们提供了一份年度报告,以便比较TWU学生随时间变化的看法.

由Noel-Levitz提供的战略规划概述列出了pp电子平台的SSI受访者所指出的优势(高重要性和高满意度)和挑战(高重要性和低满意度和/或大的绩效差距). 本报告提供了TWU结果的最佳总结,可用于立即制定行动计划.

结果如下:

  • 93.40%德州居民
  • 89.68%的女性
  • 13.83%的非裔美国人,22岁.43%西班牙裔,43岁.74%的白种人
  • 6.27%年龄在18岁及以下,35岁.91%年龄在19-24岁,28岁.09%年龄在25-34岁、15岁之间.55%年龄在35-44岁,14岁.18% 45岁及以上
  • Freshman and sophomores comprised 20.40%的受访者,37岁.40%的受访者是高年级学生,研究生和专业学生占41%.33%的受访者.

战略规划概述

这份报告列出了对TWU学生最重要的领域, where the university is meeting its expectations, and where the university has room for improvement. 它还强调了该大学与全国四年制公立大学样本的比较情况. The overview identifies our top strengths and our top challenges.

“Strengths are items with high importance and high satisfaction. 挑战是指重要性高、满意度低或绩效差距大的项目. 有时候,一到两个项目会同时体现出力量和挑战. This occurs when an item has very high importance, 相对较高的满意度和相当大的绩效差距. The satisfaction score may qualify it as a strength, while the performance gap qualifies it as a challenge. 强调挑战性是很重要的,因为学生对这个项目的重视程度很高.”

战略规划概述还通过列出TWU的优势和挑战,总结了各大学的结果如何与比较组进行比较.

A total of 17 items were listed as “strengths.“这些项目在重要性上高于中点,在满意度分数上属于上四分位数(25%). The strengths are listed in descending order of importance.

  1. Nearly all of the faculty are knowledgeable in their field.
  2. Security staff respond quickly in emergencies.
  3. 我的学术导师对我的专业要求很了解.
  4. The campus is safe and secure for all students.
  5. I am able to experience intellectual growth here.
  6. There is a good variety of courses provided on this campus.
  7. There is a commitment to academic excellence on this campus.
  8. Computer labs are adequate 和可访问.
  9. Library resources and services are adequate.
  10. This institution has a good reputation within the community.
  11.  There is a strong commitment to racial harmony on this campus.
  12. 学生 are made to feel welcome on this campus.
  13. 教师 are usually available after class and during office hours.
  14. Student disciplinary procedures are fair.
  15. On the whole, the campus is well-maintained.
  16. The staff in the health services area are competent.
  17. Freedom of expression is protected on campus.

A total of 9 items were noted as “challenges.“这些项目在重要性上高于中点,在满意度上处于较低的四分位数(25%)或绩效差距分数上处于最高的四分位数(25%). The challenges are listed in descending order of importance.

  1. 大部分课程的教学质量都很好.
  2. The instruction in my major field is excellent.
  3. Tuition paid is a worthwhile investment.
  4. 教师在对待个别学生时是公正和无偏见的.
  5. 教师及时反馈学生在课程中的进步情况.
  6. 我的学术导师很关心我个人的成功.
  7. 经济资助奖项及时公布给学生,有助于大学规划.
  8. 停车 lots are well-lighted and secure.
  9. Adequate 金融援助 is available for most students.

满意度

在一般情况下, TWU学生对大多数项目的满意度高于其他四年制公立大学的学生. Instructional effectiveness also received high scores, as did academic advising and safety and security of the campus.

与四年制公立院校的其他学生相比,TWU学生满意度最高及重要性排名前50%的项目如下(按重要性排序):

滚动查看完整的表

TWU学生平均分4年全国平均分平均差
68. Nearly all of the faculty are knowledgeable in their field. 6.06 5.93 0.13*** 
8. The content of the courses within my major are valuable. 5.81  5.66  0.15***
36. Security staff respond quickly in emergencies. 6.07  5.70 0.37***
58. 大部分课程的教学质量都很好. 5.66 5.56 0.10*
7. The campus is safe and secure for all students. 6.01  5.68  0.33***
39. I am able to experience intellectual growth here. 5.69  5.35  0.20*** 
34. I am able to register for classes I need with few conflicts. 6.18 5.40 0.34***
55. Major requirements are clear and reasonable. 5.87  5.71  0.16***
69. There is a good variety of courses provided on this campus. 5.89  5.74  0.15*** 
66. Tuition paid is a worthwhile investment. 6.03 5.50  0.53***
41. There is a commitment to academic excellence on this campus. 5.93 5.71  0.22*** 
26. Computer labs are adequate 和可访问. 6.31  5.85 0.46*** 
2. The campus staff are caring and helpful. 5.66  5.52  0.14*** 
18. Library resources and services are adequate. 6.26 5.93 0.33***
51. This institution shows concern for students as individuals. 6.15 5.85  0.30*** 
62. There is a strong commitment to racial harmony on this campus. 6.06  5.71  0.35***
45. 学生 are made to feel welcome on this campus. 5.88 5.72  0.16***
59. This institution shows concern for students as individuals. 5.52  5.38  0.14** 
65. 教师 are usually available after class and during office hours. 5.99 5.87  0.12** 
44. Academic support services adequately meet the needs of students. 5.76  5.59  0.17***
63. Student disciplinary procedures are fair. 6.11  5.70  0.41***
70. 研究生助教可以胜任课堂教师的工作. 5.70 5.52  0.18***
72. On the whole, the campus in well-maintained. 6.21 5.89  0.32*** 
35. The assessment and course placement procedures are reasonable. 5.80 5.57  0.23*** 
15. The staff in the health services area are competent. 5.96  5.62  0.34***
4. pp电子游戏平台人员知识渊博. 5.67 5.46 0.21*** 
27. The personnel involved in registration are helpful. 5.73  5.58  0.15**
67. Freedom of expression is protected on campus. 6.01  5.75  0.26***
22. Counseling staff care about students as individuals. 5.83  5.51  0.32*** 

*区别 statistically significant at the 0.05级.

**区别 statistically significant at the 0.01水平.

***区别 statistically significant at the 0.001年的水平.

滚动查看完整的表

The survey consisted of 11 major scale groups, 是由73个独立问题组合而成的. 还有一个额外的量表组, Responsiveness to Diverse Populations, made up of additional questions in the survey.

组织规模TWU学生
平均评分

四年国家
集团的意思
分数

的意思是
区别
制度的有效性 5.72 5.59 0.13*** 
学术顾问 5.64 5.66 -0.02
安全与保障 4.93 4.94 -0.01
对个人的关注 5.52 5.41 0.11**
招聘及经济援助 5.34 5.28 0.06
校园环境 5.64 5.47 0.17**
校园支援服务 6.02 5.76 0.26***
登记效力 5.61 5.41 0.20***
学生中心论 5.58 5.48 0.10**
卓越的服务 5.62 5.43 0.19***
校园生活 5.52 5.34 0.18***
Responsiveness to Diverse Populations         5.50 5.52 -0.02

结论

SSI对TWU的学生满意度提供了一个总体积极的看法. TWU学生报告的总体满意度始终高于全国样本. 在SSI的73个项目中, TWU在53个项目上的满意度高于全国4年制公立大学样本, 29 of which were rating in the top 50% for importance. 在SSI的73个项目中, 53个有统计学意义, with 39 items being statistically significant at the 0.001置信度.

总体学生群体报告满意度,特别是在教学有效性(i.e. 几乎所有的教师都在他们的领域有知识),安全和保障,校园气候(i.e. The institution has a good reputation within the community, There is a strong commitment to racial harmony on this campus, Freedom of expression is protected on campus), 校园支持服务(i.e. 有足够的电脑室和无障碍设施,图书馆资源和服务充足). 项s related to course offering and instruction, and campus safety were ranked as most important by TWU students. 满意度较低的领域与校园停车有关, athletic programs contributing to school spirit, living in 住宅 halls (space and food selection on campus), and amount of time for 金融援助 awards to be announced. 学生生活部的目的是解决人们关心的问题. 解决问题的方法之一是通过大学委员会. Through participation in one of many university committees, 学生在政策的制定和实施中发挥着重要作用.

整体, 2018年秋季和2019年秋季调查机构对TWU的满意度有所下降. 主要量表组中唯一增加的是“对个人的关注”.事实正是如此, 2019年,TWU在所有量表组的满意度评分仍超过了全国满意度评分(除了招聘和财政援助外,所有量表组的满意度评分都具有统计学意义), with the exception of 学术顾问, 安全与保障, and Responsiveness to Diverse Populations, which saw no statistical difference between the groups.

调查结果中提供的信息将有助于确定优势和挑战,并规划战略,以增强和改善pp电子平台学生的体验.

Page last updated 5:01 PM, August 13, 2020