ERIC Number: ED351060
Record Type: Non-Journal
Publication Date: 1992-Nov-12
Reference Count: N/A
QUEST [and] YESS: Versatile Survey Instruments for Evaluating Customer Service and the Campus Environment.
Burrill, Dwight A.; Leff, Benay C.
In 1988, in preparation for its 10-year reaccreditation, Howard Community College (HCC), in Maryland, undertook a comprehensive examination of its long-range planning process and formulated a number of strategic priorities. As part of HCC's customer service priority, two survey instruments, Quality Evaluation of Service Trends (QUEST) and the Yearly Evaluation of Services by Students (YESS), were developed to collect valid and reliable information on the quality of services delivered to full- and part-time faculty, staff, and students. The instruments were designed to yield high response rates, produce useful evaluation data, and take no more than 20 minutes to complete. Both instruments solicited respondents' rating of services on a five-point scale, with five representing the highest score possible. Additionally, respondents were also asked if they used the services "frequently,""occasionally," or "not at all," so that results could be interpreted more accurately. A survey insert presented brief descriptions of the services provided by each unit. After QUEST was pilot tested in 1990, HCC decided to exclude part-time faculty from the first year's survey, due to the tremendous disparity between this group and all others surveyed. The YESS survey, first administered in 1991, was changed from a mailed survey to one that was handed out in the classroom due to a initial low response rate. Results from both surveys gave a good picture of the quality of services offered at HCC. Sample data tables, as well as QUEST and YESS survey instruments are provided. (MAB)
Descriptors: Administrator Attitudes, College Environment, Community Colleges, Data Collection, Employee Attitudes, Participant Satisfaction, Program Development, Questionnaires, School Effectiveness, School Surveys, Self Evaluation (Groups), Student Attitudes, Student College Relationship, Teacher Attitudes, Two Year Colleges
Publication Type: Tests/Questionnaires; Reports - Descriptive
Education Level: N/A
Authoring Institution: Howard Community Coll., Columbia, MD.