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Description/Definition:
The proportion of a sample of service area residents above 18 years of age who indicate that the college’s service to the public meets or exceeds expectations.
Methodology and Data Sources:
A survey conducted of a random sample of local residents of each college. Data could be collected through a mail or phone survey. Colleges may use a "post card" version of the survey (3 questions) or a longer version (25 questions).
We recommend drawing a random sample of residents from a list of residents in the local area such as drivers’ license registration or telephone listings or ordering a list through a private vendor.
Reporting Periods/Timelines:
June 1 for the prior three-year period. The survey will be conducted every three years.
Special Conditions/Issues:
A report done every three years should be considered by the MCCA for cost effectiveness reasons.
Work Group Members:
Denise Sigworth, Schoolcraft, Group Leader
Mark Champion, Grand Rapids
Patricia Keir, Lansing
Carol Dwyer, Schoolcraft
Pilot Project Colleges:
Grand Rapids - Post card and long survey North Central Michigan - Post card
Henry Ford - Post card and long survey Schoolcraft - Post card
Kirtland - Post card Wayne County - Post card and long
Lansing - Post card survey
Sample Format
Participation rate of service area _____ %
(% of community involvement with the college)
Responsiveness to community needs _____ %
(% of community residents whose expectations were met or exceeded)
History
Community satisfaction is a performance indicator recommended by the AACC.
Background
The sub-committee reviewed several national and local community survey instruments to develop a series of questions which can be used by colleges to collect the required data. Colleges are encouraged to select these or similar questions to develop their own tailored surveys. Two surveys were piloted: a long version and a short, 3 question, post card survey (see Appendix). The long version was comprised of approximately 25 questions and conducted as a telephone survey by three community colleges. The post card survey was piloted by 7 community colleges. Three of the questions are used to derive the measures. The three questions are:
1. Within the past three years, have you: (check all that apply)
- Visited a < > College location? r
Yes r
No
- Enrolled in credit classes at < >? r
Yes r
No
- Enrolled in non-credit classes at < >? r
Yes r
No
- Attended a workshop or seminar at < >? r
Yes r
No
- Attended any event at < >? r
Yes r
No
- Attended any on-site training at your business provided by < >? r
Yes r
No
2. If you said yes to any of questions a-f, overall, how would you say < > College met your expectations?
r
Exceeded my r
Met my r
Did not meet r
No Opinion
expectations expectations my expectations
3. Overall, how well do you think < > College services its community?
r
Excellent r
Good r
Fair r
Poor r
No Opinion
Research Summary
Surveys were piloted in Spring/Summer 1998. The average response rate for the post card survey from the pilot colleges was 8%.
Results of the long form survey are currently unavailable.
Definitions
Service area residents: Residents over 18 years old of the college’s service area. May be in-district residents only or may include both in-district and out-district residents so that results can be compared to see if opinions of the two groups are different.
Estimated Cost of Pilot
Post Card - approximately 1,000 mailed
List $350
Printing 200
Postage 500
Data Analysis 700
Total $1,750
Longer Version - approximately 1,000 mailed
List $350
Printing 200
Postage 500
Data Analysis 700
Total $1,750
Phone Survey - 400 phone calls completed (no screening process)
List $ 350
Phone bank 4,200
Data Analysis 500
Total $5,050
Conclusions
The phone survey typically provides the best data in the shortest amount of time, although it is the most costly option. The methodology for this indicator would best be conducted via a telephone survey for all community colleges contracted through a central source. This would promote consistency in methodology across the state.
Recommendations for Performance Indicator:
The task force recommends conducting the survey once every three years due to cost and reporting in the 2nd Quarter beginning in 1999.
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