1. First Impressions
• Reoccurrence: students viewing the website are not
seeing the prerequisites
• They become an escalated student
• Therefore, WGU has “cheated them out of money”
• It was previously thought that the majority of
students are aware of the prerequisites before speaking
to an EC

2. Prerequisite Survey
•30 students surveyed
• Results taken if:
• They have seen the prerequisites
• If they are a good fit solely based on prerequisites
•All 30 surveyed have been asked 2 questions:
• Have you looked at the WGU website? If yes …
• Have you looked at your specific degree?

3. 0
2
4
6
8
10
12
14
16
18
20
Did See Website Prerequisites Did Not See Website Prerequisites
Eligible Not Eligible
75% of Students
Eligible by Prereqs
55% of Students
Eligible by Prereqs
Prerequisites Study

4. Survey Says!
• For every 100 students who view the website as prospects:
• 40 prospects will view the prerequisites
• 25% of prospects will be considered ineligible
• 60 prospects will not view the prerequisites
• 44% of prospects will be considered ineligible
• Full-utilization of the website by students will improve the
ratio of “good fits” within potential fit interviews

5. First Line of Defense: AEC’s
• Make a QC email to send students with the prerequisites
when making an appointment
• If we do not want to automatically counsel students out
through this method:
• Send EM with links to both the pages
• One of the degree plan with the Program Guide
• The other of the page with the prerequisites

6. Customer Satisfaction: How to
fix this?
• Take them to the website
• Talk with an EC to help with different eligibility options
• Make a “How to become eligible option” on the website
• Will lead to partner websites for Associate’s degrees OR
• Will lead to a certification websites/QC
email to be sent (I have already made one) OR
• Will lead to other helpful websites
• Move around the website

7. What to
move?
• http://www.wgu.edu/online_it_degrees/information_technology_degr
ee_networks_admin

8. What to move?
• http://www.wgu.edu/online_it_degrees/information_technology_deg
ree_networks_admin_degree_details

9. Results of Study
• This impacts 3 of the 4 Colleges, if not all of them
• Assign a TL/EC from every College to write a proposed QC
EM to be sent to the ESup as an immediate patch
• Increasing visibility of the prerequisites
• Improve prospect awareness of eligibility
• Self-filters ineligible prospects
• Prospects counsel themselves out, therefore, EC time
can be dedicated to more eligible prospects
• Improve customer satisfaction