Student Affairs Assessment Template

Residence Life

Customer Satisfaction Survey- Residence Halls, Fall 2012

Assistant Director, Kelly Magnuson

I. Abstract

In November 2012, Residence Life sent out a survey to the entire student population residing in the residence halls (2,129 students) via Campus Labs. The survey is conducted annually to solicit feedback from the student community about how services are received as well as how staff working in the residence halls performs their duties. Students received the link to complete the survey via their student email account and were asked to complete the survey by the end of the fall semester. Two reminders were also sent to students who had not completed the survey in the first request, and Residence Life offered four prize drawings for UMoney in the amounts of $200, $100, $50 and $25 to students who completed the survey. This survey yielded a response rate of 31.56% and provided the overall feedback that students want wireless internet in their residence halls as well as cheaper housing rates in order to stay living in the residence halls.

II. Background Information

Because Residence Life houses over 2,000 students, a survey is the most effective way to get feedback from students about the staff in specific halls as well as how students perceive the services being provided for them. This feedback from the students directly provides Residence Life with input about what services need to be improved, eliminated or added in order to better serve the students living in the halls. Residence Life strives to provide clean, safe, and affordable housing, as well as personal care by providing students with student staff members who live in the halls to assist with any issues and enforce policy. By soliciting this feedback from the students, Residence Life can better assess where the performance gaps exist and where services or programs can better enhance the overall experience for the student.

III. Assessment Procedure

A survey format was submitted to Campus Labs to be disseminated to all students living in the residence halls for Fall 2012. Assistant Directors Sara Agostinelli and Kelly Magnuson submitted their survey to Campus Labs in late November and had reminder emails sent every week until the end of the semester in December. The survey went to 2,129 student email accounts and 672 responded, resulting in a 31.56% response rate. All the data was tracked, graphed and could be exported through Campus Labs in various formats to fit the needs of those wanting to view the results. Campus Labs has the ability to tabulate and provide usable data for various needs within the department; as a result, staff could spend their time more efficiently. Prior to this year, Residence Life used Select Survey, which was a free internal tool built on the University of Montana campus for departments to use. Campus Labs provides a greater ability to analyze data in a multitude of ways.

IV. Findings

Overall, students that responded were satisfied with the job performance provided by their RA in each hall. Students felt that RAs were approachable, enforced policy on a consistent basis, were a good resource about campus, and helpful in resolving issues that arose.

Q26. How satisfied are you with your RA?
Count / Percent
362 / 57.28% / Very satisfied
226 / 35.76% / Satisfied
33 / 5.22% / Dissatisfied
11 / 1.74% / Very dissatisfied
632 / Respondents

Students suggested having more hours of availability at the hall desk but otherwise were sporadic in other suggested improvements for the front desk.

Q28. Which of the following aspects of the service at your hall desk do you think should be improved? (Check all that apply)
Count / Respondent % / Response %
22 / 3.53% / 2.39% / Increased security enforcement at the desk
56 / 8.99% / 6.08% / Friendlier staff
199 / 31.94% / 21.61% / Increased hours of availability
177 / 28.41% / 19.22% / Current DVDs to rent
134 / 21.51% / 14.55% / More equipment to rent/check out
95 / 15.25% / 10.31% / Increased knowledge of university events/programs
40 / 6.42% / 4.34% / Other (please specify)
198 / 31.78% / 21.50% / None of the above
623 / Respondents
921 / Responses

Students reported feeling safe within their residence hall community as well as included by other members living on the floor or in the hall.

Q30. Please indicate your level of agreement with the following statements: - I feel safe in my residence hall community. /
Count / Percent /
418 / 67.09% / Strongly agree
189 / 30.34% / Agree
11 / 1.77% / Disagree
5 / 0.80% / Strongly disagree
623 / Respondents
Q31. Please indicate your level of agreement with the following statements: - I feel included in my floor or building community. /
Count / Percent /
259 / 41.57% / Strongly agree
238 / 38.20% / Agree
107 / 17.17% / Disagree
19 / 3.05% / Strongly disagree
623 / Respondents

When asked what projects needed attention as Residence Life plans for the future, a majority of the student selected updating the Internet capabilities as well as providing wireless Internet in the rooms.

Q36. Residence Life is continually striving to provide students the best living environment while attending the University. What areas do you feel future projects need attention? (Check all that apply) /
Count / Respondent % / Response % /
258 / 41.41% / 18.08% / Updated furniture
291 / 46.71% / 20.39% / Updated internet
176 / 28.25% / 12.33% / Technology rooms within the halls
133 / 21.35% / 9.32% / Lobby/TV lounge furnishings
491 / 78.81% / 34.41% / Wireless internet
78 / 12.52% / 5.47% / Other (please specify)
623 / Respondents
1427 / Responses

Students were also asked to comment about what would keep them living in the residence halls after their freshman year requirement was completed and many answered that they would like a discounted room rate. While they accept their tuition fees, students wish that housing fees were more affordable.

V. Recommendations

The Residence Life Leadership Team had already been discussing the concept of providing returning students with the option to lock in the current year rate if they signed up for housing early in the spring semester. After the results of the survey were reviewed, Residence Life implemented an Open House event in February 2013, giving returning students the first opportunity to reserve the rooms of their choice at a locked in rate of the current year pricing.

The Leadership Team also discussed which hall would be next for wireless services, and Aber hall was selected with money earmarked for that project over Summer 2013. Knowles Hall already provides wireless, and each year a different hall will be selected until all the residence halls can provide wireless services. Many of the halls have wireless in their TV lounges, lobbies and laundry rooms; however the project each year will be to provide wireless services in individual rooms for every student.