End of Year Report - Richland College

86
KPI 2.3 Promote student engagement and satisfaction
Richland College
2.3.1 % of students who indicate satisfaction with the services to
support student learning as measured by the Noel-Levitz Student
Satisfaction Inventory on a 7-point scale
Operational Measure*
Target Range
Performance
% of max. target range
≥ 5.40 – 6.00
= 5.40
= 90.00%
Leadership tracks student satisfaction with services to support learning as measured by the
biennial administration of the Noel-Levitz Student Satisfaction Inventory conducted since 1998.
The student satisfaction is measured on a 7-point scale and was last administered during fall
2010. Performance for the fall 2010 survey administration
●●
meets the target range
●●
represents a decline of 0.07 percentage points over fall 2008
●●
represents performance below the national best-in-class performance (See figure 2.3.1)
Performance declined for this measure in fall 2010 due to primarily two factors. The financial
aid office experienced an unexpected turnover in leadership during Fall 2010 losing both the
director and assistant director. The increases in the number of financial aid applicants and
veteran aid applicants overwhelmed an already under-staffed financial aid office. Despite
these factors, Richland’s leadership remains committed to providing exceptional service and
left the ambitious target of 6.00 intact for 2011-12.
7.0
Level of Satisfaction with Student Services (NLSSI)
6.7
6.4
6.1
5.8
5.5
5.2
4.9
4.6
4.3
Richland
Best in Class
100% of Target 90% of Target
Good
4.0
Figure 2.3.1
2004 2006 2008 2009 2010
Sig. above the mean in 1998 at the .01 level, in 2000 at the .05 level, in 2002 at the .001 level
Source: Noel-Levitz Student Satisfaction 02, 04, 06, 08, 10
*Strategic measures are those identified for special emphasis by college leadership, the DCCCD Board of Trustees, the state or national government, or
SACS accreditation agency. Operational measures are those key to the ongoing vitality of the organization but without strategic emphasis.
End of Year Report 2010-11