Tyler Junior College conducted a Consumer Centric Index survey of current students, faculty/staff, alumni and future students to evaluate their experiences with the college website. 1,391 people responded. 63% of responses were positive. The top issue across all groups was confusing menus and links. Alumni responded most positively while faculty/staff were least positive. It is recommended to test the usability of the site, check popular search terms, and ensure content is up to date.

1. Tyler Junior College: Consumer Centric Index Survey of Future Students, Current Students, Faculty and Staff, and Alumni May 02, 2011 1

2. Background Period of Poll: April 18, 2011 to May 02, 2011 Number of valid responses: 1391 (excluding 0 incomplete) Subcategories with less than 50 voters are in red and will not have a column in the detailed analysis slides 2

3. Customer Category Segmentation 3

4. Thank you for your help in improving how our web site works for you. Before you leave, please tell us which group listed here best describes who you are. 4

5. As a current student, please select from the following: 5

6. QUESTIONS 6

7. CCI Please choose the THREE factors from the list below that best describe your actual experience with the Tyler Junior College website. - Give a score of 3 to the factor which best describes your experience, 2 to the next best description, and then 1. - Please give only one score each of 3, 2 and 1. - Leave the rest blank. 7

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11. Vote Trend Analysis 11

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13. Please choose the THREE factors from the list below that best describe your actual experience with the Tyler Junior College website. 13

14. Customer Centric Index 14

15. Voting spread 15

16. Customer Centric Index 16

17. Where to invest resources 17

18. Action priorities 18

19. DETAILED ANALYSIS 19

20. Customer Centric Index
Detailed Analysis 20

21. CCI: Thank you for your help in improving how our web site works for you. Before you leave, please tell us which group listed here best describes who you are. 21

22. Thank you for your help in improving how our web site works for you. Before you leave, please tell us which group listed here best describes who you are. 22

23. CCI Priority by Groups in Survey 23

24. Current Student 24

25. Future Student 25

26. Faculty & Staff 26

27. Alumni 27

28. CCI: As a current student, please select from the following: 28

29. As a current student, please select from the following: 29

30. CCI Priority 30

31. College credit student 31

32. Continuing education student 32

33. Summary and Recommendations 33

34. Summary and Recommendations Summary Response from current students was very strong and faulty and staff was good, while response from alumni and future students was less than 100 but still sufficient for analysis. Total evaluation of the site from 1,391 voters was good: 63% of the votes were for positive website elements. Four of the top 5 elements receiving the highest number of votes were positive choices. Previous CCI higher education surveys show that internal audiences (current students and faculty/staff) give lower positive scores than external visitors (future students and alumni). Tyler Junior College results are consistent with those earlier results. Alumni were most positive (76%), followed by future students (74%), current students (66%) and faculty and staff (37%). For each group, the primary problem area was confusing menus and links. Evaluation of “content” topics was high for accuracy and clarity of language. Current students and faculty/staff had concern over dated content. As with other CCI surveys, Tyler Junior College respondents speak most often to Information Architecture. Visual appeal is strong for faculty and staff and alumni but not as strong for current and future students. Faculty and staff expressed concern about the speed of the site, as did but to a lesser extent current students and alumni. Respondents in each group will value improvement in the clarity of “menus and links” as well as the speed of site operation and an improvement in search results. Increased effectiveness for “menus and links” may well reduce the use of search as alternative navigation. Recommendations Based on these results, consider convening a small group (not more than 5 people are needed) to conduct informal usability tests to watch how people navigate the site and how long it takes them to complete important tasks, with a priority for faculty and staff and current students. Jakob Nielsen provides a good account of the learning that can be achieved with informal usability testing (as well as tips on how to do it) in this Alertbox on “Discount Usability” at http://www.useit.com/alertbox/discount-usability.html It also is important to understand what people are using “search” to find. Check “search” results for website page that are used most often by current students, faculty/staff, and alumni. This may show which individual pages create the most problems. This will in turn give insight into priority content areas that either may not exist now or may not have sufficient prominence for easy discovery. Within the web management system, consider adding clear responsibility within major areas of the college to check for dated content. For search itself, once you know which search terms are most often used, the next step is to check the usefulness of the pages returned from the search effort within the first few listings. Pay special attention for dated or little used content that might be deleted from the website. 34