Financial Aid Service Satisfaction Survey

We want to know what you think of the services provided by the Student Financial Aid Office. Please help us evaluate our services and improve them by responding to the following questions:

Respondent Information:
Your Age:
Current Classification: Undergraduate Graduate Student Law Student Parent of Enrolled Student Parent of Prospective Student
Service Questions:
1	In your opinion which service is the most important? Entrance Counseling Exit Counseling Financial aid counselor available on a walk-in basis Financial aid counselor available on an appointment basis Help sessions available to complete FAFSA Voice response telephone services Up to date information on the web Telephone representatives who are courteous and helpful Front desk staff who are courteous and helpful least important? Entrance Counseling Exit Counseling Financial aid counselor available on a walk-in basis Financial aid counselor available on an appointment basis Help sessions available to complete FAFSA Voice response telephone services Up to date information on the web Telephone representatives who are courteous and helpful Front desk staff who are courteous and helpful
2	Please tell us the reason you most visit the Financial Aid Office. Pick up or drop off forms Check the status of aid Ask for information See a counselor
3	Have you used services which utilize a voice-response system before? Yes No If "Yes", how do you view such a system for answering financial aid inquiries? Not Useful Somewhat Useful Very Useful
4	Have you used the Web for Students Financial Aid module through Tigerweb? Yes No If "Yes", how do you view such a system for answering financial aid inquiries? Not Useful Somewhat Useful Very Useful
5	During which of the following hours are you most likely to contact the Financial Aid Office? 8 am - 10 am 10 am - noon noon - 2 pm 2 pm - 4 pm 4 pm - 6 pm
6	How often do you access the Financial Aid Website, which provides general financial aid information? Once a week More than once a week Once a month More than once a month Once a semester More than once a semester Once a year More than once a year This is my first time
7	Do you have suggestions for other information you would like to see on the Financial Aid website?
8	How long is it reasonable to wait for an appointment with a financial aid counselor? 1 day 2 days 3 days 4 days 5 days
9	Please rate your responses to the mail you receive from the Financial Aid Office. I open and read all mail as soon as I receive it in the mail. Always Occasionally Never I receive mail in a timely fashion. Always Occasionally Never I understand the letters I receive. Always Occasionally Never Only after having a counselor or financial aid staff member explain it to me. I save the letters I receive. Always Occasionally Never I respond to the letters that require a reply. Always Occasionally Never I don't feel it's necessary - I realize that I can address all issues during registration I am able to effectively conduct financial aid business through the mail. Always Occasionally Never Prefer an alternative method of conducting financial aid business
10	Please identify other financial aid related services you would rate as important:
11	Please estimate how many times you have contacted Student Financial Aid in the last six months. 1-4 times 5-9 times 10-14 times 15-19 times 20 or more times
12	Please rate the overall person to person service of Student Financial Aid. Excellent (wait less than 5 minutes - courteous, helpful, friendly staff) Good (wait less than 10 minutes - courteous, helpful staff) Average (wait less than 10 minutes - helpful staff) Fair (wait longer than 15 minutes - helpful staff) Poor (wait longer than 20 minutes - rude, unfriendly staff) An experience you never want to endure again
13	Tell us about your overall person to person service experience with Student Financial Aid.
14	Please rate the overall telephone service of Student Financial Aid. Excellent (wait less than 5 minutes - courteous, helpful, friendly staff) Good (wait less than 10 minutes - courteous, helpful staff) Average (wait less than 10 minutes - helpful staff) Fair (wait longer than 15 minutes - helpful staff) Poor (wait longer than 20 minutes - rude, unfriendly staff) An experience you never want to endure again
15	Tell us about your overall telephone service experience with Student Financial Aid.
16	Overall Impression:  Please rank from 1 (least) to 5 (most) the way you prefer to conduct business with the Financial Aid Office. Mail? 1 2 3 4 5 Phone? 1 2 3 4 5 Email? 1 2 3 4 5 Walk-in? 1 2 3 4 5 Appointment? 1 2 3 4 5 Have a parent intervene? 1 2 3 4 5
17	General Comments:
18	Do you use your e-mail address provided by The University of Memphis? Yes No