MCCVLC Webinar - Online Student Satisfaction
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MCCVLC Webinar - Online Student Satisfaction

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  • 1. Measuring Student Satisfaction with Online Learning
  • 2. XLENTS.com
  • 3. Upcoming MCCVLC Webinars• Jan. 19 - Evaluating Performance of Online Faculty• Feb. 9 - Student Preparedness for Online Learning• Mar. 22 – Evaluating Online Learning Programs
  • 4. http://studentsatisfaction.wordpress.com/
  • 5. http://studentsatisfaction.wordpress.com/
  • 6. Option 1 - PSOL
  • 7. Other Surveys?• What about NSSE & CCSSE?• What about internally developed college surveys?• Course evaluation surveys? –This is not single course-focused
  • 8. Why PSOL?
  • 9. PSOL BasicsThere are 72 questions that comprise the PSOL.Average completion time is 15 minutes.26 Priorities statements (can add 10)7 Information sources about school/program11 Factors to enroll in the program3 Overall satisfaction questions14 Demographics questions (can add 1)NOTE: questions are answered on a 7-point Likert scale, where 7 is high. 9
  • 10. Sources of Information5.97 - College website5.82 - Online college catalog5.24 - Instructor/advisor recommendation4.95 - Printed catalog & brochures4.90 - Contact w/current students or grads4.52 - College representatives3.74 - Advertisements
  • 11. Factors to Enroll6.60 - Convenience6.45 – Work schedule6.39 – Flex pacing 4 program completion6.19 – Program requirements6.11 - Cost6.06 – Future Employment Opportunities6.03 – Ability to transfer credits
  • 12. Sample PSOL Statement 1. This institution has a good reputationImportance Satisfaction1. Not important at all 1. Not satisfied at all2. Not very important 2. Not very satisfied3. Somewhat unimportant 3. Somewhat dissatisfied4. Neutral 4. Neutral5. Somewhat important 5. Somewhat satisfied6. Important 6. Satisfied7. Very important 7. Very satisfied N/A does not apply N/A = not available/used
  • 13. The Importance of Importance
  • 14. Examples of Useful Reports• Student satisfaction breakdown by online program area• Primarily online vs. Primarily on-campus• Previous online enrollment• Age breakdown: 24 & under vs. 25 & up• Comparison to MnOnline consortium• Comparison to Peer Group of Schools
  • 15. Data Comparisons - 1 15
  • 16. Data Comparisons - 2 16
  • 17. 2006 Data A.A. Students are Very Satisfied6.26.05.85.65.45.25.04.84.6 Reputation Offerings Library Quality LSC National A.A. Business Other 17
  • 18. 2006 Data Primarily Online - LSC Students6.05.85.65.45.25.04.8 Tuition Responds Technical Fin. Aid LSC National Online On-Campus 18
  • 19. 5-year Trend Data 19
  • 20. 4-year Trend Data 20
  • 21. Strengths/Challenges• Noel-Levitz identifies strengths and challenges based on your data.• I call these “Internal” strengths and challenges. They might not be a strength or a challenge when compared to others.
  • 22. Matrix for Prioritizing Action Very Important 18 11 32 ? Very VeryDissatisfied Satisfied ? ? Very Unimportant 22
  • 23. Noel-Levitz Prioritization Matrix FY06 Noel-Levitz PSOL - LSC Primarily Online Students 7.00Importance 4.00 1.00 1.00 4.00 7.00 Satisfaction 23
  • 24. LSC Prioritization Matrix FY06 Noel-Levitz PSOL - LSC Primarily Online Students 7.00Importance 6.00 5.00 5.00 6.00 7.00 Satisfaction 24
  • 25. Matrix for Prioritizing Action #2 Very Important 29 18 25 6 11 32 20 12 4Somewhat 10 Very Satisfied Satisfied 1 30 8 Somewhat Important 25
  • 26. Changes from FY04 to FY05• Satisfaction with Bookstore Service increased by 0.44 from 5.28 to 5.72 – Created an online bookstore between surveys.• Satisfaction with billing and payments increased by 0.28 from 5.74 to 6.02 – Online bill payment is now available to all students.• Satisfaction with institutional response to info requests increased by 0.21 from 5.46 to 5.67 – Virtual Campus Center opened during the year. 26
  • 27. NOTE: SSI is the Noel-Levitz Survey for on-ground learners, PSOL is the Noel- 27Levitz survey for online learners.
  • 28. NOTE: SSI is the Noel-Levitz Survey for on-ground learners, PSOL is the Noel- 28Levitz survey for online learners.
  • 29. Peer Group Comparison• Better than National data• Better than MnOnline consortium data• We picked 10-13 schools with similar missions and circumstances• Noel-Levitz ran special reports for us• 2006 (13 schools) and 2008 (10 schools) and 2009 (11 schools)
  • 30. Largest Differences - Peer Group FY06 Primarily Online Students - PSOL 7.00 6.50 6.00 5.50 5.00 4.50 4.00 14. Info about 24. Tutoring 18. Convenient 20. Quality of 13. Faculty financial aid available registration instruction interactions LSC Peer Group 30
  • 31. Added Questions• 10 spots for additional statements• MnSCU uses 5 spots for MnOnline questions, including reliability of D2L• LSC uses 5 spots to ask about things of importance. In 2009 we hit a sweet spot with student importance.
  • 32. 7.00 D2L Student Ratings MN Online - Student Ratings for D2L - Reliability6.506.005.505.004.504.00 2006 2007 2008 2009 Importance Satisfaction
  • 33. 5 Added Items for LSC in 2009FY09 Noel-Levitz PSOL (Priorities Survey for Online Learners) LSC Students Item - Importance high to low Import. Satisf. Gap 32. Layout of courses, as designed by instructors, is easy to navigate and understand. 6.60 5.83 0.77 33. Instructions to students on how to meet the course learning objectives are adequate and clearly written. 6.58 5.90 0.68 20. The quality of online instruction is excellent. 6.56 5.68 0.88 28. The online course delivery platform (Desire2Learn or D2L) is reliable. 6.56 6.04 0.52 34. Grading policies are easy to locate and understand in courses. 6.56 6.09 0.47 06. Tuition paid is a worthwhile investment. 6.55 5.77 0.78 18. Registration for online courses is convenient. 6.55 6.36 0.19 36. Clear standards are set in courses for instructor availability and response time. 6.55 5.99 0.56 31. Taking an online course allowed me to stay on track with my educational goals. 6.54 6.18 0.36 35. Instructional materials have sufficient depth in content to learn the subject. 6.54 5.91 0.63
  • 34. What’s Missing?• Student uses of technology• Computer skills assessment• Student success rates• Comparison between online and on-ground students (using same survey)
  • 35. LSC Student Technology Survey
  • 36. High-speed Access Growth
  • 37. Student Uses of e-Services Online Library Services1 Never used it; didnt know about it. 25.30%2 Never used it; but was aware of it. 33.70%3 Have used it a little; will use again. 25.70%4 2.80% Have used it a little; won’t use it again.5 5.70% Have used it a lot; planning to continue the same.6 0.56% Have used it a lot; planning to reduce usage.0.00% 10.00% 20.00% 30.00% 40.00%
  • 38. Student Uses of e-Services Online Career Services1 Never used it; didnt know about it. 49.40%2 Never used it; but was aware of it. 32.30%3 7.30% Have used it a little; will use it again.4 1.60% Have used it a little; won’t use it again.5 1.90% Have used it a lot; planning to continue the same.6 0.30% Have used it a lot; planning to reduce usage.0.00% 10.00% 20.00% 30.00% 40.00% 50.00%
  • 39. LSC Student Technology Survey
  • 40. Second Life Student Uses of Technology1 Do not use 82.8%2 1.0% Rarely use3 0.1% Occasionally use4 0.3% Frequently use5 0.2% Very frequently use6 12.6% N/A0.0% 20.0% 40.0% 60.0% 80.0% 100.0%
  • 41. LSC Student Technology Survey
  • 42. Excellence in e-Education Survey Creation• Create a Student Technology Survey that: – measures importance of, satisfaction with, and usage of online college services. – is applicable both on-campus and online. – measures uses of technology and computer literacy. – compares survey results with student success factors.
  • 43. Discussion TimeMeasuring Student Satisfaction with Online Learning