Compact with Texans

Introduction and Definition of Customers

Texas Woman’s University (TWU) is a comprehensive, public, doctoral-intensive university located in Denton, Texas. As a teaching and research university, TWU emphasizes the liberal arts and professional studies with 147 programs at the bachelor’s, master’s, and doctoral level. TWU’s Compact with Texas sets forth principles and defined the rights and standards that TWU’s customers should expect.

The customer service representative at TWU is Dr. Stephanie Krauth, Associate Vice President for Student Engagement. Contact information is:

Dr. Stephanie Krauth
PO Box 425379
Denton, TX 76204-5379
Phone: 940.898.3614
Fax: 940.898.3629
Email: skrauth@twu.edu  

As customer service representative, Dr. Krauth coordinates TWU’s customer service performance measurements, gathers information and evaluations from the public about TWU’s customer service, responds to customer concerns, and oversees TWU’s Compact with Texans.

TWU’s compact defines customers as students of all classifications and, when appropriate, their families and their communities, such as schools. Service provided for our students include admissions, financial aid, registrations and records, student life services, human resources, academic support services and academic offerings through academic departments.

Customer Service Principles and Objectives

Objectives

  1. Continually seek to improve the quality of the education and services offered to students by TWU personnel.
  2. Value, recognize, and reward customer service efforts by TWU personnel.
  3. Annually use assessment tools and evaluation systems that will assess student expectation from the educational experience.
  4. Develop an approach to service based on user friendliness that is designed for convenience, ease of communication and prompt response.
  5. Use multiple communication sources to deliver information that is timely and relevant.
  6. Conduct regular evaluation of complaint procedures for effectiveness and user friendliness.

Principles

  • Facilities: The facilities used by students and their families shall be well maintained, clean, properly presented, and accessible.
  • Faculty, Staff, Administration: The TWU staff members who provide services are dedicated to quality customer service. Training programs, which promote customer service, are available to all employees and required for some. Frontline staff are expected to be readily identifiable through nameplates or tags.
  • Communications (Printed and Electronic): Communications with customers shall be courteous, accurate, and efficient. A toll-free number is provided for use by new students and their families. Directories to campus offices and services are widely available. The Student Handbook, Catalogues, Course Schedules and the TWU Internet web pages clearly communicate the various formats and procedures for communication with various services and programs.
  • Timely Service: The University and its staff will respond to each customer in a timely manner as described below:
    • A response to email inquiries will be provided within two working days or less.
    • A response to written inquiries will be provided within five working days or less.
    • A response to telephone inquiries will be provided by the next working day.
    • Inquiries in person will be handled immediately whenever possible, with any necessary follow-up to be completed within two working days or less.
  • Printed Information: Printed materials from TWU will be accurate, timely, and informative.

Customer Service Complaint Procedures

Academic and student service related complaint procedures are provided annually in the Student Handbook and online at: https://servicecenter.twu.edu/TDClient/KB/Default?CategoryID=4491. The Office of Student Life may advise students who are uncertain about approach procedures.

Customer Service evaluation forms are available in each "front line" service office. These forms can be completed and submitted directly to the supervising Vice President. Customer service complaints may be reported verbally, in writing or by email to Dr. Stephanie Krauth, Associate Vice President for Student Engagement. Customers filing a complaint can expect a summary report within five working days.

In addition, customer satisfaction surveys are administered regularly. Results of these surveys are used in training and in university planning for continuous improvement.

Description of the Survey Methods and Analysis of Data

TWU is committed to assessing and improving customer satisfaction. Every three years a student satisfaction survey is administered to collect feedback and measure the level of satisfaction of undergraduate students at TWU.  The Student Satisfaction Inventory (SSI) is a commercial survey instrument produced by Noel-Levitz that is designed to measure students' satisfaction with their college experience. To give the university time to act on the information, it is administered every three years. While colleges measure student satisfaction for many reasons, according to Noel-Levitz, “chief among them is that student satisfaction plays an important role in student engagement, learning and success. Institutions that measure satisfaction can understand this role, can systematically improve the quality of their undergraduate experience, can offer more educational value to students and families,” and can meet the “demands for accreditation and accountability.”

The SSI was last administered at Texas Woman's University during the fall semester 2017 under the supervision of the Associate Vice President for Institutional Effectiveness and Research. The surveys were made available online to all students enrolled at TWU in keeping with the recommended methodology. 2302 surveys were returned and analyzed by Noel-Levitz. A separate distance learning survey, the Priorities Survey for Online Learners (PSOL), was administered by the Office of Lifelong Learning and PSOL results are reported separately.

Utilizing a seven-point scale (1=not satisfied at all, 7=very satisfied), the SSI is designed to collect feedback on 73 general expectation items and 10 items specifically defined by TWU. On each item respondents rate both the importance of the specific expectation as well as their satisfaction with how well that expectation is being met. “Means for importance and satisfaction for individual items are calculated by summing the respondents’ ratings and dividing by the number of respondents. Means for importance are typically in the range of 5 to 6 and mean satisfaction scores are typically in a range of 4 to 5. A performance ‘gap’ can be determined by comparing the difference between the importance rating and the satisfaction rating. Typical performance gaps vary based on the type of institution and the population surveyed.” (Noel-Levitz)

Respondents also were asked to rate their satisfaction with 10 items designed to assess TWU's commitment to specific student populations and to rate the importance of 9 items that assess pre-enrollment factors. Finally, respondents were asked to rate 3 summary items related to their college experience. A national sample was provided comparing satisfaction information from TWU with that of other four-year public universities.

Summary reports for target populations were provided comparing TWU student responses to a national sample of students at other four-year public institutions. Responses among the target populations were provided according to the following: age (18 and younger, 19-24, 25-34, 35-44), ethnicity (African American, White/Caucasian, Hispanic), gender, enrollment status (day, Evening, Weekend), educational goals, residence,  class load/class level (full-time, freshman, sophomore), residence (residence hall, off-campus housing, parent's home), grade point average (2.0-2.49, 2.5-2.99, 3.0-3.49, 3.5 or above), and employment status (full-time off campus, part-time off campus, full-time on campus, part-time on campus, not employed). A year-to-year report was provided which allows us to compare TWU student perceptions over time.

A strategic planning overview provided by Noel-Levitz lists the strengths (high importance and high satisfaction) and challenges (high importance and low satisfaction and/or large performance gap) as indicated by SSI respondents at Texas Woman’s University. This report provides the best summary of TWU results for immediate action planning.

Results are as follows:

  • 93.76% Texas residents
  • 90.88% female
  • 14.67% African American, 19.61% Hispanic, 47.87% Caucasian
  • 6.02% ages 18 and younger, 38.24% ages 19-24, 28.31% ages 25-34, 14.82% ages 35-44, and 12.61% 45 and older
  • Freshman and sophomores comprised 18.42% of respondents, 39.98% of respondents were upperclassmen, and graduate and professional students comprised 38.96% of respondents.

Strategic Planning Overview

This report identifies the areas that matter most to TWU students, where the university is meeting its expectations, and where the university has room for improvement. It also highlights how the university compares with a national sample of 4-year public universities. The overview identifies our top strengths and our top challenges.

“Strengths are items with high importance and high satisfaction. Challenges are items with high importance and low satisfaction or large performance gap. Occasionally, one or two items may appear as both strength and a challenge. This occurs when an item has very high importance, relatively high satisfaction as well as a fairly large performance gap. The satisfaction score may qualify it as a strength, while the performance gap qualifies it as a challenge. It is important to emphasize the challenge aspect because of the high level of importance placed on the item by students.”

The Strategic Planning Overview also summarizes how the universities results compare with the comparison group by listing TWU’s strengths and challenges.

A total of 19 items were listed as “strengths.” These items are identified as above the mid-point in importance and in the upper quartile (25%) of satisfaction scores. The strengths are listed in descending order of importance.

  1. Nearly all of the faculty are knowledgeable in their field.
  2. The campus is safe and secure for all students
  3. My academic advisor is knowledgeable about requirements in my major.
  4. Security staff respond quickly in emergencies.
  5. I am able to experience intellectual growth here.
  6. Major requirements are clear and reasonable.
  7. There is a commitment to academic excellence on this campus.
  8. Computer labs are adequate and accessible.
  9. There is a good variety of courses provided on this campus.
  10. Students are made to feel welcome on this campus.
  11. This institution has a good reputation within the community.
  12. On the whole, the campus is well-maintained.
  13. Library resources and services are adequate.
  14. Faculty are usually available after class and during office hours.
  15. There is a strong commitment to racial harmony on this campus.
  16. The assessment and course placement procedures are reasonable.
  17. Student disciplinary procedures are fair.
  18. The personnel involved in registration are helpful.
  19. Freedom of expression is protected on campus.

A total of 10 items were noted as “challenges.” These items are identified as above the mid-point in importance and in the lower quartile (25%) of satisfaction or the top quartile (25%) of performance gap scores. The challenges are listed in descending order of importance.

  1. The quality of instruction I receive in most of my classes is excellent.
  2. Instruction in my major field is excellent.
  3. I am able to register for the classes I need with few conflicts.
  4. Tuition paid is a worthwhile investment.
  5. Faculty are fair and unbiased in their treatment of individual students.
  6. Faculty provide timely feedback about student progress in a course.
  7. Adequate financial aid is available for most students.
  8. Financial aid counselors are helpful.
  9. Parking lots are well-lighted and secure.
  10. Financial aid awards are announced to students in time to be helpful in college planning.

Satisfaction

In general, TWU student responses reflected a higher level of satisfaction with most items than those of their peers at other 4-year public universities. Instructional effectiveness also received high scores, as did academic advising and safety and security of the campus.

The items given the highest satisfaction ratings by TWU students with comparison to other students at 4-year public institutions were as follows:

scroll to see the full table

ItemTWU Student Mean Score4-year National Group Mean ScoreMean Difference
68. Nearly all of the faculty are knowledgeable in their field. 6.21  5.74  0.47*** 
7. The campus is safe and secure for all students. 6.24  5.52  0.72*** 
33. My academic advisor is knowledgeable about requirements for my major. 6.04  5.63 0.41*** 
8. The content of the courses within my major are valuable. 5.93 5.55 0.38***
58. The quality of instruction I receive in most of my classes is excellent. 5.82  5.39  0.43***
16. The quality of instruction I receive in most of my classes is excellent. 5.83  5.51  0.32*** 
36. Security staff respond quickly in emergencies. 6.18 5.40 0.78*** 
34. I am able to register for classes I need with few conflicts. 5.73  5.09  0.64*** 
39. I am able to experience intellectual growth here. 6.11  5.62  0.49*** 
55. Major requirements are clear and reasonable. 6.03 5.50  0.53***
41. There is a commitment to academic excellence on this campus. 6.09 5.48  0.61*** 
66. Tuition paid is a worthwhile investment. 5.77  5.15  0.62*** 
26. Computer labs are adequate and accessible. 6.31  5.56  0.75*** 
25. Faculty are fair and unbiased in their treatment of individual students. 5.71 5.30 0.41***
69. There is a good variety of courses provided on this campus. 5.98 5.54  0.44*** 
45. Students are made to feel welcome on this campus. 6.11  5.45  0.66***
6. My academic advisor is approachable. 5.89 5.57  0.32*** 
47. Faculty provide timely feedback about student progress in a course. 5.43  5.11  0.32*** 
51. This institution has a good reputation within the community. 6.30 5.58  0.72*** 
72. On the whole, the campus is well-maintained. 6.42  5.63  0.79***
29. It is an enjoyable experience to be a student on this campus. 5.89  5.33  0.56** 
18. Library resources and services are adequate. 6.24 5.65  0.59*** 
59. this institution shows concern for students as individuals. 5.81 5.16  0.65*** 
61. Adjunct faculty are competent as classroom instructors. 5.84 5.39  0.45*** 
65. Faculty are usually available after class and during office hours. 6.04  5.68  0.36***
2. The campus staff are caring and helpful. 5.84 5.29 0.55*** 
62. There is a strong commitment to racial harmony on this campus. 6.19  5.49  0.70***
14. My academic advisor is concerned about my success as an individual. 5.68  5.37  0.31*** 
17. Adequate financial aid is available for most students. 5.26  4.90  0.36*** 
35. The assessment and course placement procedures are reasonable. 5.98 5.31  0.67*** 
44. Academic support services adequately meet the needs of students. 5.95  5.31  0.64*** 
5. Financial aid counselors are helpful 5.47  4.89  0.58***
63. Student disciplinary procedures are fair.      
27. The personnel involved in registration are helpful. 5.98  5.29 0.69***
67. Freedom of expression is protected on campus. 6.17 5.54 0.63***
22. Counseling staff care about students as individuals. 5.91  5.20  0.71*** 
28. Parking lots are well-lighted and secure. 5.41  4.96  0.45***

 

***Difference statistically significant at the 0.001 level.

Conclusions

The SSI provides a generally positive view of student satisfaction at TWU. TWU students consistently reported greater overall satisfaction than the national sample. Of the 73 total items on the SSI, TWU responses on 37 of the items showed higher satisfaction than the national sample of 4-year public universities. Of the 73 total items on the SSI, 70 items were statistically significant at the 0.001 confidence level.

The general student population reported satisfaction particularly in areas of instructional effectiveness, safety and security, campus appearance, and campus support services (i.e. Computer labs are adequate and accessible, library resources and services are adequate). Items related to academic course registration and instruction were ranked as most important by TWU students. The areas with a low level of satisfaction were related to parking on campus, athletic programs contributing to school spirit, food in cafeteria, and weekend activities for students. It is the intent of the Division of Student Life to address items of concern. One way to address items of concern is through University Committees. Through participation in one of many university committees, students play an important role in policy determination and implementation.

The information provided in the survey results will be useful in both identifying strengths and challenges and in planning strategies to enhance and improve the experience of students at Texas Woman’s University.

Campus appearance, safety and security, and knowledgeable faculty and staff were among the areas students noted the greatest level of satisfaction in 2017. Parking, weekend activities, use of student fees, food selection, and athletic contributions to school spirit are areas in which the least amount of satisfaction was noted in the same year. There was an overall increase in TWU student satisfaction in 2017.

Page last updated 4:04 PM, September 13, 2018