We know that one of the major reasons students leave a
college can be found in the collegiate
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______________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
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
info@GreatServiceMatters.com
413.219.6939
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