Kimberly,
    At UA we do the following. Some of this is not just satisfaction but
cognitive assessment also.

dick

? Academic Profile used to measure student growth in writing, math, and
reading/critical thinking. Pre-test administered during new student orientation
beginning with the fall 1997 cohort. Post-GE administration not begun.
? The writing portfolio project was begun fall 1997 to document and measure
student growth in writing. The project collects writing examples of a sample of
students throughout their UA career. Beginning writing courses, with enrollments
of about 400 students, are identified each fall. Students are requested to
participate and sign a permission form. Faculty then collect a first and last
paper in the course for those participating students. The committee identified
specific courses in the GE program and departments identified courses in their
major fields from which to collect additional samples.  These students are
tracked each semester throughout their career and writing samples collected from
the identified courses.
? The Noel-Levitz’s Student Satisfaction Inventory (SSI) and Institutional
Priorities Survey (IPS) were chosen to measure student and employee
satisfaction.  Every two years, beginning in spring 1998, a sample of students
was asked to complete the SSI and a sample of faculty and staff was asked to
answer the IPS. The second administration of these instruments is being readied
for scoring.
? A questionnaire developed internally is administered annually to its graduates
to evaluate of the major elements of the University's service delivery efforts.
The first survey was administered during the 1997 spring semester. The data
contained in these regular reports comprise part of the information used by the
various University constituencies as they engage in the annual planning and
budgeting cycle.
? In addition to these University-wide assessment projects, each academic
college and department has developed an assessment plan that is
multi-dimensional and focused on student in their programs.
? Several service units have on-going assessment efforts designed to measure the
effectiveness of the efforts to service students and other stakeholders.


William Bulger wrote:

> At 10:13 AM 05/19/2000 -0400, you wrote:
> >        OAIRP Folks,
> >
> >        I need to find out what other institutions are doing, and what
> >instruments are being used, to assess their "customer base," such as local
> >community, internal constituencies, students, etc. In an effort to see how
> >we are doing, and to make ourselves aware of areas that might need
> >improvement, we are seeking a way of measuring "satisfaction" with the
> >services offered (not only by students, but even between offices), and also
> >how external and internal constituencies view the institution.
> >
> >        Do any of you have a program or policy in place where such
> >instruments are used? Is it possible to obtain the instrument?
> >
> >        Thanks!
> >
> >      Kimberly A. Lata, Institutional Research Analyst
> >      Shawnee State University
> >      940 Second Street
> >      Portsmouth, OH 45662
> >      Phone: (740) 355-2450
> >      Fax: (740) 355-2593
> >      Email: [log in to unmask]
>
> ***********************************************************
> Kimberly,
>
>         We administer SSI every three years.
>
> Will
>
> William Bulger
> 126 Lowry Hall
> Kent State University
> Kent, Oh  44242
> Phone 330-672-7901
> Fax 330-672-3828

--
Richard W. Stratton             http://www.uakron.edu/ips
Associate Director
Institutional Research          Voice:  (330) 972-7897
The University of Akron         FAX:    (330) 972-5989
Akron, OH 44325-4712            e-mail  [log in to unmask]