We have been using surveys with many of our client schools to help pinpoint customer service issues
on campus. The surveys are for students and the internal college community. They help in our audits of customer service in particular but can be used as stand alone inventories of service.
How would you respond to the questions?
Your responses will tell you a great deal about customer service on campus You can also give it to a few people on campus then share responses to start a dialogue on what needs to be done to improve service. Feel free to get back to me with any questions or interpretations of the data. NealR@GreatServiceMatters.com .
College Community Customer Service Inventory
I am part of the
I am extremely satisfied with how I am treated at the College
I am extremely satisfied with the level of customer service we provide.
Communication from the College to the community is excellent.
We do not have silos that harm service to our students.
We have campus-wide agreement to build a College focused on delivering excellent service to students.
It is extremely easy for students to do business with the College.
We recognize that students are our customers and they can take their business elsewhere.
Our staff provides students with great customer service
Our faculty provide students with great customer service
Our administrators provide students with great customer service
Our College has a service vision which has been articulated to everyone.
Our College provides training on how best to deliver customer service.
Our customer service is one of our strongest competitive advantages.
Members of the College community are consistently warm and welcoming
Members of the College community always smile when delivering service to students
Our employees are taught to look at things from the student's perspective
Members of the College community always introduce themselves to each student they have an encounter with.
Members of the College community use the student's name during each encounter
Members of the College community will stop what they are doing to help a student.
Members of the College community are evaluated on their customer service skills
If I had to grade the service we provide students I would give it a(n)
Any thoughts you would like to share about customer service at the College for students and the College community
If you want to improve service to students and thus student completion rates as well as college revenue, please give me a call so we can discuss how we might be able to help.
Neal Raisman
nealr@GreatServiceMatters.com
413-219-6939
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