WHCCD Customer Service Benchmark

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WHCCD Customer Service BenchmarkFrances SquirePedro AvilaWHCCD Office of Institutional EffectivenesszzzCSU, Fresno Student VisitsBrent Blain• Hometown: Tulare• Senior – Finance• Visit: Spring 2005Ruben Landeros (Spanish Visits)• Hometown: Porterville• Senior – Marketing• Visit: Fall 2004Michael Arredondo• Hometown: Kerman• Junior – Business Administration• Visit: Spring 2005WHCCD Office of Institutional EffectivenesszzzzzzzAreas of ObservationFacilitiesStudent FriendlinessFront Desk ServiceCollege Information and MaterialsEnrollment Information and SupportCounseling/Advising ServicesFinancial Aid InformationWHCCD Office of Institutional EffectivenessFacilities (Locations and student friendliness)(Easy) 1 2 3 4 5 (Hard)2. Once you arrived on campus, how easy was it 1. How easy was it to find the campus?to find where you were going?Lemoore Fresno City COS CoalingaLemoore COS Coalinga Fresno City Ruben 1 2 2 2Ruben 2 2 3 3Brent 1 1 1 2Brent 1 1 2 4Michael 1 2 2 2Michael 1 2 1 3Average 1.0 1.7 1.7 2.0Average 1.3 1.7 2.0 3.3WHCCD Office of Institutional EffectivenessStudent Friendliness(Pleasant) 1 2 3 4 5 (Unpleasant)3. Ask for directions from three people who appear to work on the campus.b. Were they friendly?a. Were they pleasant?Fresno City Coalinga COS LemooreCoalinga Fresno City COS LemooreRuben 1 2 2 2Ruben 1 1 2 3Brent 1 1 (Comment) 1 NABrent 1 1 1 NAMichael 1 1 1 1Michael 1 1 1 1Average ...

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WHCCD Customer Service BenchmarkFrances SquirePedro AvilaWHCCD Office of Institutional Effectiveness

CSU, Fresno Student VisitszzzBrent BlainHometown: TulareSenior FinanceVisit: Spring 2005RubHeonm eLtaownnd: eProortser(vSillpeanish Visits)VSiesinti: oFr all M2a0r0k4etingMichael ArredondoHometown: KermanJunior Business AdministrationVisit: Spring 2005WHCCD Office of Institutional Effectiveness

Areas of ObservationzzzzzzzFacilitiesStudent FriendlinessFront Desk ServiceCollege Information and MaterialsEnrollment Information and SupportCounseling/Advising ServicesFinancial Aid InformationWHCCD Office of Institutional Effectiveness

Facilities (Locations and student friendliness)(Easy) 1 2 3 4 5 (Hard)1. How easy was it to find the campus?LemooreFresno City COSRuben122Brent111Michael122Average1.01.71.7Coalinga2220.22. Once you arrived on campus, how easy was it to find where you were going?LemooreCOSCoalingaFresno City Ruben2233Brent1124Michael1213Average1.31.72.03.3WHCCD Office of Institutional Effectiveness

Student Friendliness(Pleasant) 1 2 3 4 5 (Unpleasant)3. Ask for directions from three people who appear to work on the campus.a. Were they pleasant?b. Were they friendly?CoalingaFresno CityCOSLemooreFresno CityCoalingaRuben1123Ruben12Brent111NABrent11 (Comment)Michael1111Michael11Average1.01.01.32.0Average1.01.3c. Were they knowledgeable?CoalingaFresno CityCOSLemooreRuben1112Brent111NAMichael111 (Comments)1Average1111.5WHCCD Office of Institutional EffectivenessSOC2113.1Lemoore2AN15.1

Facilities -Admission Office(Bad) 1 2 3 4 5 (Good)a. When you found the right building what was your observation about its appearance?LemooreCoalingaFresno CityCOSRuben5443Brent54 (Comment)34Michael5544Average5.04.33.73.7b. Was it well organized?LemooreCoalingaCOSFresno CityRuben4533Brent43 (tight)52Michael5554Average4.34.34.33.0a. About its cleanliness?LemooreCoalingaRuben54Brent53Michael55Average5.04.0WHCCD Office of Institutional EffectivenessSOC3450.4Fresno City4347.3

Front Desk Service(Bad) 1 2 3 4 5 (Good)a. Were people working efficiently?Fresno CoalingaLemooreCityCOSRuben5442Brent5542Michael5554Average5.04.74.32.7b. Were you greeted?c. How were you greeted?LemooreCoalingaRuben55Brent55Michael55Average55CoalingaLemooreCOSFresno CityRubenYesYesYesNoBrentYes (Connie)Yes (Before reaching YesYes (When reaching front desk)front of line)MichaelYesYesYesNoWHCCD Office of Institutional EffectivenessSOC4354Fresno iCyt0301

CYeosl/lNeoge Information and Materialsa. College materials readily available?LemooreCoalingaFresno CityCOSRubenYesYesYesNoBrentYesYes (comment)YesYesMichaelYesYesYesYesc. Was program information readily availablenebuRtnerBMichaelFresno LemooreCoalingaCityCOSYesYesYesNo seYYesYesYes(Comment)YesYesYesYesb. Was financial aid information readily availableFresno CityCoalingaLemooreCOS seY(Television Rubenin waiting YesYes)moorBrentYesYes (on wall)YesMichaelYesYesYesWHCCD Office of Institutional EffectivenessseYseYseY

Enrollment Information and Support(Bad) 1 2 3 4 5 (Good)6. Identify yourself as a possible student who doesn't know how to get enrolled. What was the response?CoalingaLemooreFresno CityCOSRuben5431 (Comment)Brent5551Michael5554 (Comment)Average5.04.74.327. If you are directed to a computer lab what assistance are you offered?LemooreCOSCoalingaFresno CityRuben33NA1Brent5534Michael4545Average4.04.33.53.3WHCCD Office of Institutional Effectiveness

Enrollment Computer Support(Bad) 1 2 3 4 5 (Good)8. Once you're on the computer, does anyone pay attention to what you are doing?COSCoalingaLemooreFCriteysno NoNAoNffoe (rBedu tt o NoRubenhelp)No (But BrentYesNohofeflepr)ed to NoMichaelYesYesNoNoa. Who helps you (staff, fellow student)?COSFresno CityLemooreCoalingaRubenNANANANABrentStaffStaffStaffNAMichaelStaffStaffNAStaff9. Appear to be confused by the computer, does anyone offer assistance?COSCoalingaFresno CityLemooreRubenNoNANoNoBrentYesNoYesNoMichaelYesYesNoNob. What assistance did they offer?Fresno COSLemooreCityCoalingaRubenNANA1NABrent554NA (Comment)Michael4NANA3WHCCD Office of Institutional Effectiveness

Counseling/Advising Services10. Ask to speak to someone who can help you decide what classesyou should take. Are you offered immediate assistance?CoalingaFresno CityCOSLemooreNo (asked to take Rubenplacement Yes -Appointment or No -Asked to make No (asked to take placement test first)test first)walk-inappointmentBrentYesNO -long lineNo (comment)No counselor available, next appt. at a later etadNo (asked to take MichaelYesplacement test No (asked to take placement No (asked to take placement test first)first)test first)a. Who helps you?CoalingaRubenNABrentJesse CotaMichaelJesse CotaFresno CityAdvisorfatSfANLemooreANJessicaANWHCCD Office of Institutional EffectivenessSOCANANAN

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