Wow, an 84% Approval Rating From SFS Customers
by Diane Cooley

Student Fiscal Services (SFS) is continually improving our services to students and each spring we ask them how we’re doing. For the last three years we have surveyed students in line in 129 Schmitz during the first week of the quarter when aid is being disbursed and again the third week when tuition is due. We also offer an online version of the survey during the entire first three weeks of the quarter.

The statistic that we’re always most eager to see is the response to the statement “Overall, I am satisfied with the services I receive from Student Fiscal Services.” Results this year:

Responses by Media

Paper	Online	Combined
Number: 562 87% Agree	Number: 151 74% Agree	Number: 713 84% Agree

Last year (2002) we had a 75% approval and the year before (2001) we had a 64% approval. The 84% approval this year is a dramatic improvement and greatly surpasses the 2001 AAU Bursars benchmark survey of 64% that we set as our dashboard target.

A lot of the communication we send to students is via email so we also ask how often they read their mail. Currently 78% read it daily.

We’re also interested in the use of online services such as account look up through MyUW (65% check their account balance) and whether students find these services easy to use (84% say yes.)

The feedback we receive helps us to measure our progress and plan for future improvements.