College of education and external studies Customer satisfaction baseline survey report

Abstract

Study Background and Survey Objectives:  College of Education and External Studies is keen to understand the perceptions of our stakeholders (students) expressed towards the institution. They also would like to measure the satisfaction levels based on relevant service attributes and monitor them over the years. This initiative is intended to provide insights that are actionable to the management and form a basis to design appropriate strategies geared to enhance quality of service at the College. Study Period and Methodology:  The study was carried out in the month of March 2013. It employed quantitative methods by use of a structured questionnaire.  The results of this survey form the baseline of stakeholders’ perception towards the College of Education and External Studies that will be tracked annually. Key Findings:  Overall, CEES is perceived positively by internal stakeholders (students) Students/ Customers  Student satisfaction will have a high impact if the following areas are addressed: - quality of teaching services offered, teaching staff perception, quality of coursework, quality of teaching facilities, availing study units, ensuring lecturers forward student marks in time, proper filing of student work, management listening to student problems, enhancing security ,provision of social amenities and perception of College management. Issues arising from the baseline survey  This is an urgent initiative required to address the negative perception by students of College of Education and External Studies.  Luck of study units  Lecturer not attending classes  Failure to give opening date in time  Failure to issue examination results in time  Delay in releasing student results  Missing of student marks  Stocking of the library with current books  Graduation taking too long after student finish their course work  Provision of quality teaching services.  Provision of adequate teaching facilities.  Provision and maintenance of social amenities. Immediate steps that will impact on satisfaction positively  Address students concern on quality of teaching services, inadequate teaching facilities and social amenities at the College  Keep the available facilities in good condition 5  Ensure student receive their results in time  Provide adequate study materials  Stocking the library in all the Extra mural centre