CUSTOMER SERVICE ASSESSMENT

STUDENT FINANCIAL SERVICES

GENERAL RATINGS:

Staff Knowledge                    Excellent or Good (71%)

                                                Neutral (10%)

                                                Fair or Poor (19%)

Staff Responsiveness              Excellent or Good (65%)

                                                Neutral (10%)

                                                Fair or Poor (25%)

Staff Courtesy                                    Excellent or Good (68%)

                                                Neutral (11%)

                                                Fair or Poor (22%)

Staff Helpfulness                    Excellent or Good (68%)

                                                Neutral (10%)

                                                Fair or Poor (22%)

Staff Accessibility                  Excellent or Good (60%)

                                                Neutral (15%)

                                                Fair or Poor (10%)

                                                NA (8%)

Staff Confidentiality              Excellent or Good (83%)

                                                Neutral (15%)

                                                Fair or Poor (2%)

Overall Rating                         Excellent or Good (57%)

                                                Neutral (18%)

                                                Fair or Poor (25%)

NOTE:  46% OF STUDENTS THAT PROVIDED RECOMMENDATIONS DID SO FOR THE DEPARTMENT OF FINANCIAL AID RATHER THAN STUDENT FINANCIAL SERVICES.  AT LEAST ONE RECOMMENDATION WAS FOR THE CASHIER’S OFFICE.

In the areas, where it is clear they were surveying SFS , and asked if they were satisfied with the information they received:

POSITIVE

• Always helpful and prompt replies in a timely manner.
• SFS staff is very knowledgeable and helpful.
• SFS are very friendly and easy to deal with.
• The information I received was clear & concise.
• SFS staff provides excellent service.
• Good job with all the information on the web.

NEGATIVE

• Need to improve customer service in the area of Short Term Loans.
• Provide SFS with additional staff during busy times.
• Make changes to rules & regulations (they specifically referred to Federal & State regs that are beyond our control).

We have a lot of demand for Short Term Loans during the start-up of each Semester and we always run out of funding.  A lot of the frustration with the application process is from the fact that we don’t have enough money to last through the start-up of the Semester as well as the long lines to finish up the process once the application is complete.  To help with this, we have pulled one of our staff members from her regular duties to assist with the application process when the demand for Short Term Loans are heavy.  As for the funding – that is beyond our control.

We utilize our student workers as much as possible during this time to help us with our busiest days. 

Students do not understand that the rules and regulations that we abide by are set by both Federal and State guidelines and will just see us as the bad guy.  This is especially true as it applies to receipt of financial aid refunds and overpayments as well as semester deadlines.

Customer Service is important to Student Financial Services and our relationship with our students.  We continue to strive to provide the best service possible for our students in the area of collections for Student Accounts, Perkins Loans, Short Term Loans and the timely refunding of financial aid overpayments and fee refunds.