The College and University Student Satisfaction with Administrative Services survey is used as a vehicle for measuring improvement in student satisfaction in offices within the Enrollment Service Division, Business and Finance Division and Academic Affairs administrative offices. The strengths can be shared across departments in a collaborative effort to improve service. The weaknesses can be evaluated for specific action planning.

A sub-scale analysis is performed to determine the level of student satisfaction with each of participating departments. Each department is analyzed on these student service subscales: general customer service, office efficiency, message handling, negative staff attitudes, problem solving, material readability, personal service responsiveness and phone (e-mail) responsiveness. The information is used as a benchmark for improvement in student satisfaction.

Total number of participants for winter 2005 was 4,324

This assessment is continuous during the academic year. The evaluation is given to students who attend the Division of Student Affairs sponsored programs. The assessment tracks who attends Student Affairs programs and whether the student feels that cognitive learning has taken place during the program. The assessment is based on Bloom's taxonomy of learning. Bloom's taxonomy allows the division to assess learning levels and outcomes across the departments. The evaluation is one measure used by Student Affairs departments to determine whether learning objectives are met. The instrument is also used as an internal quality assurance measure to determine whether the national standards for student affairs programming are being met.

Total number of programs analyzed is about 250. The total number of surveys analyzed is about 6,010.

This survey has been conducted for eighteen years. The longitudinal data provide information on trends on student satisfaction throughout the years. Satisfaction and importance of the satisfaction is measured in the following areas: Residence Hall Organization, Staff and Desk Operations, Comfort level, Facilities and Maintenance, Central Office Support and Dining Services. Housing and Dining Services management use this information to base program changes.

The total number of participants is about 1,800.

The Alumni Survey ensures that the information required for program review was obtained. The survey was conducted for the first time during winter 2005 and was mailed to 7,500 alumni who graduated one and five year from Eastern. The alumni are asked about the following areas: about employment or further education,
Perception of their preparation for work or education, earning levels, funding for their education, college experience, academic program experience, personal development, student service programs, alumni participation, and comments. The alumni survey is conducted annually.

This survey satisfies the AQIP category 4 requirement-Valuing People.
The constructs included in the survey are: institutional culture, work level culture, attitudinal outcomes, and behavioral outcomes. The instrument incorporates human resource management theories, current literature review concepts and organizational effectiveness requirements from the Baldrige National Quality Program, AQIP, Trailblazer and the Michigan Quality Council. The survey will yield much needed data on a variety of employee issues. All faculty, staff and administrators will be asked to participate in the web survey beginning fall 2005. Faculty and staff support will be critical for the success of this project.