Sunday, August 18, 2013

The College Customer Service Inventory - A Quick Way to Gauge Customer Service on Your Campus



We know that one of the major reasons students leave a college can be found in the collegiate
customer service provided. It is therefore important for a college or university to be able to determine the levels of customer service provided students if it wants to increase its persistence and completion rates. The attached College Customer Service Inventory™ from NRaisman & Associates can help you determine levels of service at your campus.

Simply make copies of the survey and have people on the campus complete them. You will quickly be able to determine what the campus community believes the level of customer service is to students. If you want, bundle them up and send them to us for processing this one time as we introduce the Inventory. We will gladly analyze the results and get them back to you.

If nothing else, take it yourself and get an idea of what you perceive the customer service to be on campus. If it is not where you know it should be that’ll help explain a large part of your attrition numbers and lost revenue each year. Simply put, the lower the customer service levels, the more students leave and the more revenue you lose.

By the way, we would like to hear your thoughts after completing the CCSI™. Your thoughts are important to us. Just get back to me at Nealr@GreatServiceMatters.com.

Here is the CCSI™
College Customer-Service Inventory

The following questions will help you determine the level of customer service your college delivers. Please be as candid as possible. Remember we are talking about collegiate customer service which is different than retail in that we are an institution focused on education not sales.

I am
o   Staff
o   Faculty
o   An administrator
o   A student

Please rate your level of agreement with the following statements.

1. We have campus-wide agreement towards building a college focused on delivering excellent
  customer service to students.
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree

2. I am extremely satisfied with the level of customer service our college delivers.
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree

3. It is extremely easy for students to do business with the college.
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree

4.  Our staff provides students with great customer service.
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree

5.   Our faculty provides students with great customer service.
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree

6. Our administrators provide students with great customer service.
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree

7. Deficient customer service by any employee is immediately addressed.
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree

8. We recognize that our students are our customers and they can take their educational
        business elsewhere.
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree
9. Our college’s customer service is one of our strongest competitive advantages.
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree

10. Our college has a service vision which has been articulated to everyone.
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree

11. Our college teaches all employees what the service vision is and how to deliver it.
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree

12. Employees are consistently warm, welcoming, and smile during interactions.
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree

13. Our employees are taught about looking at things from the student’s perspective.
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree

14. Employees always introduce themselves to each student they have an encounter with.
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree

15. Employees use the student’s name during each encounter.
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree
16. Our employees will stop what they are doing to help a student.
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree

17. Employees are trained on customer service
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree

18. Employees are evaluated on their customer service abilities.
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree

19. Overall I am very satisfied with the way we treat students and members of the campus community.
o   Strongly Agree
o   Somewhat Agree
o   Neutral
o   Somewhat Disagree
o   Strongly Disagree

Any comments you would like to add______________________________________________________________________
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If this Inventory has value for you, you'll want to get a copy of the best-selling book The Power of Retention by clicking here.
 
N.Raisman & Associates has been providing customer service, retention, enrollment and research training and solutions to colleges, universities and career colleges in the US, Canada, and Europe as well as to businesses that seek to work with them since 1999. Clients range from small rural schools to major urban universities and corporations. Its services range from campus customer service audits, workshops, training, presentations, institutional studies and surveys to research on customer service and retention. N.Raisman & Associates prides itself on its record of success for its clients and students who are aided through the firm’s services. www.GreatServiceMatters.com
info@GreatServiceMatters.com 
413.219.6939


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