PSOL: Priorities Survey for Online Learners

2010 Results

Today’s Agenda• Demographics• 2010 RCTC PSOL Strengths and Weaknesses• MN Online and National Colleges Comparisons• Summary Questions• PSOL Benchmarks• SSI/PSOL Comparisons• Next Steps

Demographics

2010 PSOL National and MN Online Comparisons

• PSOL National Group: 68,760 students from 87 institutions

• 17% of participants are from MN Online affiliation

• Minnesota Online composite group includes 7,313 students from 25 institutions from spring 2010

Note: 2010 data not yet available.

MN Online 2010 Demographics

• 25 participating institutions in the spring of 2010 with 7,313 students

• Up by 1 institution and 1,773 students over last year

• 20 two-year institutions

• 5 four-year institutions

• Response rates to the survey ranged from 10% to 27% with an average of 18%

Minnesota is the only state to administer the Priorities Survey for Online Learners on a system level. Minnesota Online is being very proactive by making satisfaction assessment a priority for its online learners. These data can be very beneficial for planning purposes, resource allocation and to improve the retention of online learners. The system benefits with a standardized survey administration because data can be more readily shared among and compared across the Minnesota Online schools when using one consistent survey tool.

- Julie Bryant, Noel-Levitz

At this time...

2010 Noel-Levitz MN Online Participant List

• Anoka Technical College• Bemidji State University• Central Lakes College• Century College• Dakota County Tech• Distance Minnesota

– Alexandria Technical College– Minnesota State Technical and

Community College– Northland College – Northwest Technical College

• Inver Hills Community College• Mesabi Range• Metropolitan State University• Minneapolis Community & Technical

College• Minnesota State College – Southeast Tech

• Minnesota State University –Mankato• Minnesota State University – Moorhead• Normandale Community College• North Hennepin Community College• Ridgewater College• Riverland College• Rochester Community and Technical

College• South Central College• Southwest Minnesota State University• St. Cloud Technical & Community College• Vermilion College

(25 of 54 campuses)

RCTC PSOL Survey Participation

2006 2007 2008 2009 20100

100

200

300

400

500

600

700

800

PSOL percentage of potential participation 20%, 14%, 9%, 13% and 23% respectively.

Survey participation up 76% Higher is better

Observations 2010: RCTC PSOL Demographics

• 5th year of participation annually since 2006

• 74% female

• 52% are 24 and younger; 48% are 25 and older

• 86% Caucasian

• 40% primarily online students

• 68% full time

• 39% first year, 33% second year, 13% third year

• 21% goal complete online program, 35% complete campus program, 31% transfer and 13% complete this course

RCTC Strengths and Opportunities

RCTC Strengths 2010• Campus item 2: The online course delivery platform (Desire2Learn or D2L) is reliable. • Student assignments are clearly defined in the syllabus.

• Registration for online courses is convenient.

• Billing and payment procedures are convenient for me.

• Instructional materials are appropriate for program content.

• Campus item 5: Taking online courses allowed me to stay on track with my educational goals.

• Assessment and evaluation procedures are clear and reasonable.

• Appropriate technical assistance is readily available.

Strengths = items in the top half of importance and the top 25% of satisfaction scores

Mean Difference: Positive and Negative

Asterisks indicate the level of statistical significance. – “*” = at the .05 level; – “**” = at the .01 level; – “***” = at the .001 level.

This is an indication that these differences did not occur by chance.

PSOL National and MN Online Comparisons

• Only 1 item from RCTC PSOL scores was higher than the National Average: – Item #16: Appropriate technical assistance is readily available. (RCTC

5.84; National 5.80)

• 2 items scored higher than MN Online:– Item #16: Appropriate technical assistance is readily available.***– Item #26: The bookstore provides timely service to students.**

• 6 items scored higher than MN Online without statistical significance (items 11, 17, 24, 26, 29, 32)

Items with Biggest Improvement from 2009 to 2010

• 28. Campus item 2: The online course delivery platform (Desire2Learn or D2L) is reliable. 6.05+0.29

• 16. Appropriate technical assistance is readily available. 5.84+0.21

• 24. Tutoring services are readily available for online courses. 5.14+0.19

• 29. Campus Item 3. The evening, weekend, & daytime support available to me from the Minnesota Online Support Center is helpful. 5.49+0.17

• 17. Assessment and evaluation procedures are clear and reasonable. 5.73+0.14

RCTC PSOL Items with Highest Satisfaction

Item Importance Satisfaction

18. Registration for online courses is convenient. 6.45 6.20

28. Campus Item 2: The online course delivery platform (Desire2Learn or D2L) is reliable. 6.58 6.05

31. Campus Item 5: Taking online courses allowed me to stay on track with my educational goals. 6.36 5.99

23. Billing and payment procedures are convenient for me. 6.41 5.97

16. Appropriate technical assistance is readily available. 6.26 5.84

26. The bookstore provides timely service to students. 6.18 5.75

11. Student assignments are clearly defined in the syllabus. 6.54 5.73

17. Assessment and evaluation procedures are clear and reasonable. 6.29 5.73

3. Instructional materials are appropriate for program content. 6.41 5.72

Ways to Build on Strengths...

1. Provide positive feedback to the campus.

2. Use high performing areas as models for other departments.

3. Incorporate strengths into your recruiting/marketing messages.

4. Communicate results.

5. Celebrate.

RCTC Opportunities 2010• Tuition paid is a worthwhile investment.

• Faculty provide timely feedback about student progress.

• There are sufficient offerings within my program of study.

• Adequate financial aid is available

• The quality of online instruction is excellent.

• Campus Item 7: I was contacted before the class began and made aware of class instructions.

• I am aware of whom to contact for questions about programs and services.

Opportunities = items in the top half of importance and the bottom 25% of satisfaction scores or top 25% of performance gaps (still in top half of importance)

PSOL Items with Lowest Satisfaction

Item Importance Satisfaction

5. My program advisor helps me work toward career goals. 6.21 4.90

34. Campus item 7: I was contacted before the class began and made aware of class instructions.

6.08 5.05

15. Channels are available for providing timely responses to student complaints.

5.87 5.06

8. Student-to-student collaborations are valuable to me. 5.00 5.07

35. Campus item 9: The level of frustration with online learning was what I expected.

5.83 5.13

24. Tutoring services are readily available for online courses. 5.81 5.14

19. Online career services are available. 5.82 5.29

Survey Captures 3 Scores for Prioritizing

Importance – Satisfaction = Performance Gap

Importance

Satisfaction

Importance

Satisfaction

1 2 3

Unmet Student Expectations

2006 2007 2008 2009 20100

1

2

3

4

5

2

0

3

4

1^

Gaps between importance and satisfaction results

Lower is better

^2010 Item Importance Satisfaction Gap

5. My program advisor helps me work toward career goals. 6.21 4.90 1.31

Note: # of items with gaps of 1.2 or greater

Ways to Improve . . .1. Go deeper by conducting focus groups.

2. Prioritize what has most impact.

3. Develop action steps.

4. Act.

5. Periodically check progress.

6. Celebrate improvement.

7. Enhance communications to Stakeholders

RCTC vs. MN

Online and

National

Highest Mean Difference Scores vs. MN Online

Item RCTC Satisfaction

MN Online Satisfaction Difference

2. My program advisor is accessible by telephone and e-mail. 5.38 5.68 -0.30***

5. My program advisor helps me work toward career goals. 4.90 5.16 -0.26***

1. This institution has a good reputation 5.57 5.97 -0.13**

Note: With ** or ***

Highest Mean Difference Scores vs. National Average

Item RCTC Satisfaction

National Satisfaction Difference

20. The quality of online instruction is excellent. 5.31 5.74 -0.43***

2. My program advisor is accessible by telephone and e-mail. 5.38 5.79 -0.41***

5. My program advisor helps me work toward career goals. 4.90 5.31 -0.41***

8. Student-to-student collaborations are valuable to me. 5.07 5.47 -0.40***

21. Adequate online library resources are provided. 5.49 5.89 -0.40***

12. There are sufficient offerings within my program of study. 5.38 5.76 -0.38***

1. This institution has a good reputation. 5.57 5.91 -0.34***

22. I am aware of whom to contact for questions about programs and services. 5.35 5.65 -0.30***

Note: Red type indicates items of concern vs. MN Online in previous slide. Note: With *** only

Highest Mean Difference Scores vs. National Average

Item RCTC Satisfaction

National Satisfaction Difference

10. This institution responds quickly when I request information. 5.47 5.75 -0.28***

19. Online career services are available. 5.29 5.55 -0.26***

4. Faculty provide timely feedback about student progress. 5.38 5.62 -0.24***

7. Program requirements are clear and reasonable. 5.58 5.81 -0.23***

26. The bookstore provides timely service to students. 5.75 5.95 -0.20***

3. Instructional materials are appropriate for program content. 5.72 5.90 -0.18***

25. Faculty are responsive to student needs. 5.59 5.77 -0.18***

Note: With *** only

Summary Question Comparisons

Summary Item RCTC2009

RCTC2010

Vs. MN Online 2010

Vs. NationalAverage 2010

So far, how has your college experience met your expectations? 4.75 4.58 4.67 5.05***

Rate your overall satisfaction with your experience here thus far. 5.48 5.29 5.38 5.75***

All in all, if you had to do it all over, would you enroll here again? 5.58 5.54 5.65 5.89***

Met your expectations?

2006 2007 2008 2009 20104.5

4.6

4.7

4.8

4.9

5

5.1

5.2 Higher is better

Overall Satisfaction.

2006 2007 2008 2009 20105.20

5.30

5.40

5.50

5.60

5.70

5.80

5.90 Higher is better

Enroll here again?

2006 2007 2008 2009 20105.40

5.50

5.60

5.70

5.80

5.90

6.00

6.10 Higher is better

PSOL Benchmarks in Order of Importance

RCTC MN Online National

1. Enrollment Services

2. Academic Services

3. Instructional Services

4. Institutional Perceptions

5. Student Services

1. Enrollment Services

2. Institutional Perceptions

3. Instructional Services

4. Academic Services

5. Student Services

1. Enrollment Services

2. Institutional Perceptions

3. Instructional Services

4. Academic Services

5. Student Services

Benchmark Satisfaction

Benchmark Importance Satisfaction vs. MN Online vs. National

Enrollment Services 6.39 5.78 -0.05 -0.09*

Academic Services 6.21 5.40 -0.07 -0.28***

Instructional Services 6.21 5.52 -0.04 -0.21***

Institutional Perceptions 6.20 5.55 -0.12** -0.22***

Student Services 6.12 5.40 -0.02 -0.25***

Enrollment Services Benchmarkassesses the processes and services related to enrolling students in the online program, including financial aid,

registration, and payment procedures.

2006 2007 2008 2009 20105.30

5.40

5.50

5.60

5.70

5.80

5.90

1 = Not satisfied at all, 7= Very satisfied

Higher is better

Enrollment Services Benchmark Breakdown

2006 2007 2008 2009 20104.60

4.80

5.00

5.20

5.40

5.60

5.80

6.00

6.209. Adequate financial aid is available.

14. I receive timely in-formation on the avail-ability of financial aid.

18. Registration for online courses is convenient.

23. Billing and payment procedures are convenient for me.

Higher is better

Academic Services Benchmarkassesses the services students utilize to achieve their academic goals. These services include advising, course offerings,

technical assistance, online library resources, and tutoring services.

2006 2007 2008 2009 20105.30

5.40

5.50

5.60

5.70

5.80

5.90

1 = Not satisfied at all, 7= Very satisfied

Higher is better

Academic Services Benchmark Breakdown

2006 2007 2008 2009 20104.60

4.80

5.00

5.20

5.40

5.60

5.80

6.00

6.20 2. My program advisor is acces-sible by telephone and e-mail.

5. My program advisor helps me work toward career goals.

7. Program requirements are clear and reasonable.

12. There are sufficient offerings within my program of study.

16. Appropriate technical assis-tance is readily available.

21. Adequate online library resources are provided.

24. Tutoring services are readily available for online courses.

Higher is better

Instructional Services Benchmarkmeasures students’ academic experience, the instructional materials, the faculty/student interactions, evaluation

procedures, and the quality of the instruction.

2006 2007 2008 2009 20105.30

5.40

5.50

5.60

5.70

5.80

5.90

1 = Not satisfied at all, 7= Very satisfied

Higher is better

Instructional Services Benchmark Breakdown

2006 2007 2008 2009 20104.60

4.80

5.00

5.20

5.40

5.60

5.80

6.00

6.20 3. Instructional materials are ap-propriate for program content.

4. Faculty provide timely feedback about student progress.

8. Student-to-student collaborations are valuable to me.

11. Student assignments are clearly defined in the syllabus.

13. The frequency of student and instructor interactions is adequate.

17. Assessment and evaluation procedures are clear and reason-able.20. The quality of online instruction is excellent.

25. Faculty are responsive to student needs.

Higher is better

Institutional Perceptions Benchmarkassesses how students perceive your institution.

2006 2007 2008 2009 20105.30

5.40

5.50

5.60

5.70

5.80

5.90

1 = Not satisfied at all, 7= Very satisfied

Higher is better

Institutional Services Benchmark Breakdown

2006 2007 2008 2009 20104.60

4.80

5.00

5.20

5.40

5.60

5.80

6.00

6.20

1. This institution has a good reputation.

6. Tuition paid is a worthwhile investment.

Higher is better

Student Services Benchmarkmeasures the quality of student programs and services, including responses to student requests, online career services, and the bookstore.

2006 2007 2008 2009 20105.30

5.40

5.50

5.60

5.70

5.80

5.90

1 = Not satisfied at all, 7= Very satisfied

Higher is better

Student Services Benchmark Breakdown

2006 2007 2008 2009 20104.60

4.80

5.00

5.20

5.40

5.60

5.80

6.00

6.2010. This institution responds quickly when I request in-formation.

15. Channels are available for providing timely responses to student complaints.

19. Online career services are available.

22. I am aware of whom to contact for questions about programs and services.

26. The bookstore provides timely service to students.

Higher is better

Comparison of Satisfaction Scores on 10 Key Items: SSI/PSOL

Item

RCTC PSOL 2010

MN Online – PSOL 2010

National – PSOL 2010

RCTC SSI

2008SSI National

2-year Public 2008

This institution has a good reputation. 5.57 5.70 5.91 5.21 5.52

Tuition paid is a worthwhile investment. 5.53 5.63 5.64 N/A N/A

Adequate financial aid is available. 5.49 5.54 5.60 4.77 4.95

Registration processes are convenient. 6.20 6.21 6.24 4.96 5.35

Program requirements are clear and reasonable. 5.58 5.64 5.81 5.15 5.43

There are sufficient offerings within my program of study. 5.38 5.44 5.76 5.30 5.44

The quality of online instruction is excellent. 5.31 5.40 5.74 5.32 5.52

Faculty provide timely feedback about student progress. 5.38 5.48 5.62 4.85 5.18

The frequency of student and instructor interactions is adequate. 5.57 5.59 5.69 5.36 5.47

Faculty are responsive to student needs. 5.59 5.65 5.77 5.21 5.31

What happens next with the data is most important

Identifying Next Steps

Questions to Consider

• What are you going to do (goals, strategies, actions)?

• When are you going to do it (timelines, short-term, longer-term)?

• Who is responsible for doing it (person, team, department)?

• What resources are needed (budget, staffing, technology, etc.)?

• How will you know it has been accomplished (dashboardmeasures)?

Inform the

campus how you responde

d