1.3	Improve student satisfaction
	Assess and recommend improvements in such areas as recruitment, admissions, student services, first-year curriculum, residence life, and other factors important to increasing satisfaction and retention. Create a college-wide “First-Year Experience Team" to assess student satisfaction, effectiveness of services, and all aspects of the first-year experience.

(progress as of August 2004, August 2003, August 2002, August 2001)

Progress as of 2005
In March 2002, the Noel-Levitz Student Satisfaction Inventory (SSI) was administered to upper-semester Berklee students. A focused report on the results was reviewed by the Student Satisfaction Task Force to determine priority areas for improvement.

Teams were organized to address three areas of focus revealed by the Noel-Levitz Student Satisfaction Inventory:

• Improving financial aid awards and timing of notification.
• Improving advising.
• Improving registration and billing processes.

The financial aid awarding and timing of announcements process has been improved. Additional scholarship aid of $1.4 million was approved for 2005–2006. Plans for improving advising and the registration and billing processes have been completed, and implementation has begun and will continue through the next two years. A primary improvement is the implementation of web-based registration, instituted in Spring 2005. Other responses to issues noted by students include the opening of the Fordham Road practice/rehearsal facility in 2001 and improvement of practice pianos in 2005.

It is expected that the Noel-Levitz SSI will be administered again in the near future to see if the improvements have resulted in higher satisfaction ratings in relevant areas.

back to top

Progress as of 2004
Teams have been organized to address three areas of focus revealed by the Noel-Levitz Student Satisfaction Inventory (.pdf - 18MB):

• Improving financial aid awards and timing of notification.
• Improving advising.
• Improving registration and billing processes.

The financial aid awarding and timing of announcements process has been improved. Plans for improving advising and the registration and billing processes have been completed and implementation has begun and will continue through the next two years.

It is expected the Noel-Levitz SSI/IPS will be administered again in Spring 2005 to see if the improvements have resulted in higher satisfaction ratings in relevant areas.

Connected offices include Academic Affairs, for substantive and self-evident involvement; Administration/Finance, in areas of facilities and student satisfaction; Information Technology, for applicability of Web-based surveys to measure satisfaction in various areas; Institutional Advancement, as a stakeholder for future alumni, and also in the context of career expo and other efforts to combine students and alumni in career planning and other activities.

Closely related initiatives include Provide the Finest Educational Experience, Provide Web-based Support Services, and Create New Alumni Relationships.

Student Satisfaction Leadership Oversight Group
Lawrence E. Bethune Vice President for Student Affairs/Dean of Students, Chair
Neal Curtin Trustee Emeritus
Angela Davis Director, Office of Student Affairs and Parent Services
S. Jay Kennedy Assistant Vice President for Academic Affairs
Steven Lipman Assistant Vice President for Student Affairs/Enrollment
Matt Marvuglio Dean, Performance Division
Robert Myers Associate Vice President for Institutional Assessment
Stefanie Sullivan Assistant Vice President for Student Affairs/Student Development

Task Force on Student Satisfaction (StuSat)
Lawrence E. Bethune Vice President for Student Affairs/Dean of Students, Chair
Damien Bracken Director of Admissions, Scholarships, and Student Employment
Kenneth Brass Chair, Professional Music
Angela Davis Director, Office of Student Affairs and Parent Services
Richard Evans Professor of Contemporary Writing and Production
S. Jay Kennedy Assistant Vice President for Academic Affairs
Steven Lipman Assistant Vice President for Student Affairs/Enrollment
Matt Marvuglio Dean, Performance Division
Robert Myers Associate Vice President for Institutional Assessment
Brandon Primus President, Student Government Association
Steven Prosser Chair, Ear Training Department
Jane Stachowiak Director of Special Projects for Student Affairs

back to top

Progress as of August 2003
In March of 2002, the Noel-Levitz Student Satisfaction Inventory (SSI) was administered to upper-semester students and the Institutional Priorities Survey (IPS) to faculty and staff. The data was returned in April and the vice president for student affairs/dean of students produced a focused report on the results, which was reviewed by the Student Satisfaction (StuSat) Task Force to determine priority areas for improvement. That review was completed in September 2002, and the StuSat Task Force approved the initial priority areas for improvement which included financial aid award notification timing, increasing access to more financial aid, improving billing policies and procedures, improving academic information and advising, and increasing concern for students as individuals. There were several, lesser items for improvement which will be addressed in the second phase of planning.

The vice president for student affairs/dean of students issued a summary report in October 2002 and made full presentations to all Student Affairs staff, the President's Council, and the Board of Trustees Educational Affairs Committee during November and December. Further presentations are planned.

Interview teams were assembled and sent out among the students to gather detailed stories and impressions regarding the priority items in order to clearly ascertain student satisfaction with specific issues underlying each item. In March 2003, teams were assembled to study each item and to make recommended improvements. This work will be finished during early Fall 2003. These recommendations will be reviewed and approved by the StuSat Leadership Orientation Group and then teams will be called together to develop the implementation plan by the end of Fall 2003. It is expected that some improvements will start being implemented in late Fall 2003 with most implemented during Spring and Summer 2004.

The First-Year Task Force has been scheduled to begin meeting in Spring 2004 and build upon the work of this first phase of top priority improvements.

It is expected the SSI/IPS will be administered again in Spring 2005 to see if the improvements have resulted in higher satisfaction ratings in relevant areas.

back to top

Progress as of August 2002
In March of 2002, the Noel-Levitz Student Satisfaction Inventory (SSI) was administered to upper-semester students and the Institutional Priorities Survey (IPS) to faculty and staff. Results were returned in April and the vice president for student affairs has produced a focused report, which is being reviewed by the Task Force on Student Satisfaction (StuSat) to determine priority areas for improvement. That review will be completed by mid-fall 2002 and the StuSat will then begin work on developing plans for improvements. The vice president for student affairs expects to administer the SSI/IPS again in three years to see if improvements have resulted in higher satisfaction ratings in the chosen areas.

The Noel-Levitz survey instruments were chosen because they offer nationwide comparisons, and simultaneously assess both student satisfaction and institutional priorities with similar processes and areas.

back to top

Progress as of August 2001
Goals approved include (1) administration of surveys to upper-semester students, faculty, and staff during the registration period for Spring 2002 (i.e., November 2001); (2) tabulation of results by early Spring 2002; (3) evaluation of results by late Spring 2002; (4) areas for improvement targeted by late Summer 2002; (5) objectives set and work groups organized in Fall 2002; and, (6) implementation plan set and begun in late Fall 2002.

The Noel-Levitz Student Satisfaction Inventory (SSI) will be administered to upper-semester students and the Institutional Priorities Survey (IPS) to faculty and staff. The Noel-Levitz instruments were chosen because they offer nationwide comparisons, and simultaneously assess both student satisfaction and institutional priorities with similar processes and areas.

The first phase will be overseen by the Task Force on Student Satisfaction (T-FASS) Steering Committee, and will establish a baseline for future assessment and identification of the first target areas for improvement. The Steering Committee membership may change based on the outcome of this assessment phase.

The role of the T-FASS Discussion Group will be to review priorities and target areas, advise the Steering Committee regarding priorities and possible objectives and projects, and act as an advisory board for any matters or materials on which the Steering Committee seeks advice. This Group will be the main "incubator" for the first phase of recommending projects through the Steering Committee to the Leadership Oversight Group.

back to top

back to Build on Our Strengths