Home - Compact With Texans - Customer Service Report
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Compact with Texans |
Customer Service Report |
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May 2002 |
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In
response to the Customer Service Standards Act (SB 1563, 1999)
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| The goals and objectives of customer service at Texas A&M-Corpus Christi are to (1) treat all individuals with courtesy, decency and respect, (2) provide responsive, effective, and efficient services needed to support exemplary academic, research, and public service programs, and (3) interact effectively with local and regional constituencies and to provide public service responsive to local and regional needs. | ||
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Customer
Service Contact:
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Dr. Eliot
Chenaux Vice President for Student Affairs 361-825-2612 echenaux@falcon.tamucc.edu |
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External Customer Inventory |
| Texas A&M-Corpus Christi, like all universities, has many "customers." Our primary customers are our currently enrolled students. This is the category of "customer" described in this report. |
What is measured? |
| Our customer satisfaction analysis measured the level of agreement with 20 statements about the quality of service delivered at Texas A&M University-Corpus Christi. These 20 statements respond to the seven dimensions enumerated in SB 1563. These dimensions are: facilities, staff, communications, Internet site, complaint handling process, ability to serve customers in a timely manner, and printed material. |
Data source and data collection strategy |
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During spring term of 2001, Texas A&M University-Corpus Christi participated in the National Survey of Student Engagement (NSSE). This survey was administered by mail to a total of 400 randomly selected first year and senior students and resulted 245 respondents. The NSSE permitted inclusion of 20 supplementary questions. These supplementary items were used to measure the seven dimensions of customer service mentioned above. The University will continue using these 20 customer service items to measure customer satisfaction during spring terms of odd numbered years in conjunction with participation in the NSSE. In this way, the institution can develop a longitudinal database of customer service performance. By measuring customer satisfaction every other year, outcomes can be reassessed after intervention strategies have had a period of implementation. The 20 customer service items were constructed using a 4-point agreement scale, from "strongly agree" to "strongly disagree." All items were written in the positive so that "agreement" (either "strongly agree" or "agree") equates to a positive response to the item. Combining "strongly agree" and "agree" into one evaluation point allows for more manageable analysis of the data. Texas A&M University-Corpus Christi generally considers items with less than 75% "agreement" to be potential problem areas. Items that received less than 75% "agreement" are noted below, along with current quality improvement strategies. |
Customer Service Evaluation |
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1. Facilities. Four items were included to measure customer satisfaction with the facilities at our campus.
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2. Staff. Two items were included to evaluate TAMU-CC staff.
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3. Communications. Three items were included to evaluate this dimension.
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4. Internet Site. Two items were included to evaluate our web site.
The university's website has been re-evaluated and a new design was implemented during spring term 2002. In addition, a new university council (Web Council) was created in 2001 to address website issues. We will re-test these items in 2003 to see if the website changes improve the site's navigability. |
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5. Complaint Handling Process. Three items were included to evaluate this process.
Although the agreement scores for these items are significantly lower than others, we have concerns about the usefulness of questions 5a. and 5b. What level of knowledge and awareness should we expect students to have of the complaint handling process if they have had no occasion to lodge a complaint? This could be compared to asking someone if they have knowledge of how to use the legal system if they have never done so. The complaint processes are outlined in the University Catalog and the Student Handbook, and both of these publications show high levels of agreement (question 7a. = 92% and 7b. = 89%). We plan to revisit these questions in the next iteration of the survey and see if we need to ask these questions in some other way. The fact that 67% agree that the institution will respond to their concerns is an area that TAMU-CC intends to work toward improving over the next two years. |
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6. Timeliness. Three items evaluate this dimension.
In response to lower scores in the advising area on different instruments during 2000 and 2001, a new center for academic advising was created to assist students and faculty with advising issues. This center facilitates training for faculty in the area of advising and simplifies the process. In addition, the university is adding advising personnel. We will re-test this item in 2003 to see if there has been improvement.
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7. Printed Information. Three items evaluate this dimension.
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