Satisfaction and Expectation Survey

The Financial Aid Office is conducting this survey to determine how we can better serve your needs. Participation in this survey is completely voluntary; all responses will be anonymous. We appreciate your assistance. Thank you.

Please feel free to enclose any comments or suggestions you may have about the Financial Aid Office's services to students with this survey.

Please turn in your completed survey to the Financial Aid Office or mail it to address.

1. Your Age: ____________

2. Year in College:

   [ ] Freshman
   [ ] Sophomore
   [ ] Junior
   [ ] Senior
   [ ] Graduate Student (Year _______)
   

3. Educational Objective:

   [ ] Certificate
   [ ] Associate Degree
   [ ] Bachelor Degree
   [ ] Masters Degree
   [ ] PhD
   [ ] Other (__________________)
   [ ] Undecided
   

4. Current Enrollment Status [ ] New Freshman
   [ ] New Transfer
   [ ] New First Year Graduate Student
   [ ] Continuing Student
   

5. Number of years during which you have applied for financial aid:

   [ ] One
   [ ] Two
   [ ] Three
   [ ] Four or More
   

6. Please rank the following services in their order of importance to you:
   (1 = most important, 12 = least important)
   ______ Debt management services/loan counseling
   ______ Scholarship search services
   ______ Financial aid counselor available on a walk-in basis
   ______ Financial aid counselor available on an appointment basis
   ______ On-campus workshops during the year to help with application completion
   ______ Timely determination and notification of eligibility for aid
   ______ Voice-response telephone services
   ______ Information provided on the financial aid office's World-Wide Web page
   ______ Availability of short-term loans and emergency loans
   ______ Assistance in obtaining on-campus part-time work
   ______ Assistance in obtaining off-campus part-time work
   ______ Timely turnaround of loan applications
   ______ Immediate completion of other agency forms (i.e., DRS, BIA, JTPA, etc.)
   submitted to our office for completion
   ______ Other (Please specify: )
   

7. Have you used services which utilize a voice-response system before?

   [ ] Yes
   [ ] No

   If "Yes", how would you view such a system for answering financial aid inquiries?

   not useful	very useful
   1 2 3 4 5

8. During which of the following hours are you most likely to contact the Financial Aid Office? (Please mark only one choice)

   [ ] 8 am - 10 am
   [ ] 10 am - noon
   [ ] noon - 2 pm
   [ ] 2 pm - 4 pm
   [ ] 4 pm - 6 pm
   [ ] Other:

9. How long an appointment would you like to have with a financial aid counselor?

   [ ] 15 minutes
   [ ] 20 minutes
   [ ] 30 minutes
   [ ] 45 minutes
   [ ] Other:

10. How many calendar days is it reasonable to wait for an appointment with a financial aid counselor?

    [ ] 2 days
    [ ] 3 days
    [ ] 5 days or more
    [ ] Other:

11. How many calendar days after your application is complete (all required documents received) is it reasonable to wait before receiving notification of your eligibility?

    [ ] 7 days
    [ ] 10 days
    [ ] 14 days
    [ ] 21 days
    [ ] 28 days
    [ ] Other:

12. Would you favor a Federal Stafford Loan program that allowed you to borrow directly from the university, without working through a private lender and guarantee agency?

    [ ] Yes
    [ ] No

13. How many calendar days after you turn in a loan application is it reasonable to wait before receiving the loan proceeds?

    [ ] 7 days
    [ ] 10 days
    [ ] 14 days
    [ ] 21 days
    [ ] 28 days
    [ ] Other:

14. Would you be willing to pay for a scholarship search service provided by the university?

    [ ] Yes
    [ ] No

    If "Yes", how much would you expect to pay for such a service?

    [ ] $10
    [ ] $15
    [ ] $20
    [ ] $30
    [ ] $40
    [ ] $50
    [ ] Other $_____________

15. Prior to attending the university, how well informed were you regarding the cost of attendance?
    

    not well-informed	very well-informed
    1 2 3 4 5

16. Please rate the importance of having an estimate of the total cost of attending the university, including personal expenses and transportation costs.

    not important	very important
    1 2 3 4 5

17. What do you expect to earn per hour if you have an on-campus part-time job?

    [ ] $5.00 - $5.50
    [ ] $5.50 - $6.00
    [ ] $6.00 - $6.50
    [ ] $6.50 - $7.00
    [ ] more than $7.00

18. Do you feel that information regarding all part-time student jobs should be available to students at one location on campus?

    [ ] Yes
    [ ] No
    [ ] No opinion

19. Please rate the importance of having a Job Placement Office on campus.

    not important	very important
    1 2 3 4 5

20. Please tell us of any other services not listed which you would rate as important:

    
    
    

21. What was the most common reason you had for contacting the Financial Aid Office?
    (Please mark only one response)

    [ ] For an appointment with a counselor
    [ ] To obtain documents/forms
    [ ] To turn in documents/forms
    [ ] To ask specific questions
    [ ] Other:

22. Please rank the most frequent reason you visit the Financial Aid Office on a scale from 1 (least) to 5 (most):

    	least			most
    a. To pick up/drop off forms.	1	2	3	4	5
    b. To check on the status of my aid.	1	2	3	4	5
    c. To ask for information.	1	2	3	4	5
    d. To apply for a short term loan.	1	2	3	4	5
    e. To solve a problem.	1	2	3	4	5
    f. To ask that my tuition be deferred.	1	2	3	4	5

23. Please estimate how many times you have called the Financial Aid Office in the current year.

    [ ] 1-4 times
    [ ] 5-9 times
    [ ] 10-14 times
    [ ] 15-19 times
    [ ] 20 or more times

24. Please estimate how many times you have visited the Financial Aid Office in the current year.

    [ ] 1-4 times
    [ ] 5-9 times
    [ ] 10-14 times
    [ ] 15-19 times
    [ ] 20 or more times

25. Please estimate how many minutes you have waited on the phone to have your questions answered.

    [ ] 0-1 minutes
    [ ] 1-2 minutes
    [ ] 3-5 minutes
    [ ] 6-10 minutes
    [ ] 11-15 minutes
    [ ] more than 15 minutes
    [ ] unable to get through
    [ ] hung up after _____ minutes

26. Please estimate how many minutes you have waited in line at the Financial Aid Office.

    [ ] 0-1 minutes
    [ ] 1-2 minutes
    [ ] 3-5 minutes
    [ ] 6-10 minutes
    [ ] 11-15 minutes
    [ ] more than 15 minutes
    [ ] gave up and left after _____ minutes

27. If you had contact with the Window Area staff, please rate the quality of the service you received in each of the following areas:

    	least			most
    a. Accessibility of staff	1	2	3	4	5
    b. Professionalism	1	2	3	4	5
    c. Promptness of response	1	2	3	4	5
    d. Financial aid knowledge	1	2	3	4	5
    e. Fairness of response	1	2	3	4	5
    f. Courtesy/Willingness to help	1	2	3	4	5
    g. Approachability	1	2	3	4	5

28. Please rate your response to calling the Financial Aid Office. The person answering my call is:

    	least			most
    a. Courteous	1	2	3	4	5
    b. Helpful	1	2	3	4	5
    c. Knowledgeable	1	2	3	4	5
    d. My questions are answered promptly or passed to someone who can answer them	1	2	3	4	5
    e. My messages are returned	1	2	3	4	5
    f. I am able to conduct business with the office by phone	1	2	3	4	5

29. Please rate your responses to the mail you receive from the Financial Aid Office.

    	least			most
    a. I open all mail from the FAO the day I receive it.	1	2	3	4	5
    b. I receive mail from the FAO in a timely fashion.	1	2	3	4	5
    c. I read all mail from the FAO.	1	2	3	4	5
    d. I understand the letters I receive.	1	2	3	4	5
    e. I save the letters I receive.	1	2	3	4	5
    f. I respond to the letters that require a reply.	1	2	3	4	5
    g. I am able to effectively conduct business with the FAO by mail.	1	2	3	4	5

30. If you had reason to speak with a Financial Aid Counselor, please rate the quality of service you received in each of the following areas:

    	least			most
    a. Accessibility of staff	1	2	3	4	5
    b. Professionalism	1	2	3	4	5
    c. Promptness of response	1	2	3	4	5
    d. Financial aid knowledge	1	2	3	4	5
    e. Fairness of response	1	2	3	4	5
    f. Courtesy/Willingness to help	1	2	3	4	5
    g. Approachability	1	2	3	4	5

31. If you had reason to speak with the Work-Study Student staff, please rate the quality of service you received in each of the following areas:

    	least			most
    a. Accessibility of staff	1	2	3	4	5
    b. Professionalism	1	2	3	4	5
    c. Promptness of response	1	2	3	4	5
    d. Financial aid knowledge	1	2	3	4	5
    e. Fairness of response	1	2	3	4	5
    f. Courtesy/Willingness to help	1	2	3	4	5
    g. Approachability	1	2	3	4	5

32. If you utilitized the student loan programs, please rate the quality of service you received in each of the following areas:

    	poor			excellent
    	1	2	3	4	5
    b. Clarity of written information	1	2	3	4	5
    c. Timeliness of lender response	1	2	3	4	5
    d. Loan counseling services	1	2	3	4	5

33. If you had contact with the Financial Aid Office when you were first admitted, how would you compare the quality of service you received, compared to financial aid offices at other colleges where you were admitted/attended?

    	least			most
    a. Accessibility of staff	1	2	3	4	5
    b. Professionalism	1	2	3	4	5
    c. Promptness of response	1	2	3	4	5
    d. Financial aid knowledge	1	2	3	4	5
    e. Fairness of response	1	2	3	4	5
    f. Courtesy/Willingness to help	1	2	3	4	5
    g. Approachability	1	2	3	4	5

34. Overall Impression: Please rank from 1 (least) to 5 (most) the way you prefer to conduct business with the Financial Aid Office.

    	least			most
    a. Mail	1	2	3	4	5
    b. Phone	1	2	3	4	5
    c. Email	1	2	3	4	5
    d. Walk-in	1	2	3	4	5
    e. Appointment	1	2	3	4	5
    f. Have someone else (parent, etc.) intervene	1	2	3	4	5

    	never		sometimes	always
    g. When I experience delays or problems with my aid, the FAO was able to help	1	2	3	4	5
    h. Regardless of the amount of money I received, the FAO was helpful	1	2	3	4	5
    i. Financial assistance is important for me to be able to get my degree	1	2	3	4	5
    j. Financial assistance played a part in my decision to attend the university	1	2	3	4	5
    k. Overall, I am satisfied with the services of the FAO.	1	2	3	4	5

35. Please indicate the three biggest problems or challenges you encountered when going through the Financial Aid process.

36. Please list the three most positive things you have encountered while going through the Financial Aid process.

37. The biggest concern or worry I have in applying for Financial Aid is:

38. The most positive aspect about the Financial Aid Office is:

Thank you!