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OFFICE OF FINANCIAL AID

WSU On-Line Customer Service Survey

In an effort to enhance our customer service we would like your opinions so that we may better understand and address your needs and concerns. All responses are voluntary and anonymous; however you may provide your name and contact information if you would like someone to follow up with you.

1. Please select the appropriate answer to indicate your level of agreement with the following statements in regards to the Financial Aid Office's Web page.

(1=Strongly Agree, 2=Somewhat Agree, 3=Neutral, 4=Somewhat Disagree, 5=Strongly Disagree)

I was able to access the Financial Aid web page without any difficulties.
1 2 3 4 5

Sufficient information was available on the web page to answer my questions.
1 2 3 4 5

I found the Web page to be too confusing.
1 2 3 4 5

I prefer to obtain all my answers via the Web page.
1 2 3 4 5

2.Did you encounter any difficulty in contacting the Financial Aid Office via telephone?
Yes No

3. Please indicate the reason(s) for this difficulty. (Check all that apply)

Persistent busy signal
On hold for too long
Got lost in the recorded message
Too difficult to reach a person
Referred to wrong person
Other (specify):

4.In your most recent visit to the Student Financial Aid Office, how long did you have to wait before speaking with a front counter customer service representative?
1-5 Minutes 5-15 Minutes 15-30 Minutes I was there for a pre-set appointment

5. Were you greeted in a courteous and polite manner?
Yes No

6. If your first point of contact was the front counter, please rate the following aspects of your experience.

Quality of service provided
Poor Below Average Average Very Good Excellent N/A

Appeared knowledgeable and competent
Poor Below Average Average Very Good Excellent N/A

7. If your visit to the Financial Aid office was to see a counselor, please rate the following aspects of your experience.

Quality of service provided
Poor Below Average Average Very Good Excellent N/A

Courtesy of Counselor
Poor Below Average Average Very Good Excellent N/A

Appeared knowledgeable and competent
Poor Below Average Average Very Good Excellent N/A

8. Timeliness of being notified of financial aid requirements
Poor Below Average Average Very Good Excellent N/A

9. Timeliness of being notified of award offerings
Poor Below Average Average Very Good Excellent N/A

10. Overall, how would you rate the service you received from the Financial Aid office?

Excellent Good Fair Poor


11.Please indicate the person(s) you dealt with.


12. We would appreciate any additional comments you have on our service:

OPTIONAL:

13.  Are you interested in being on the Office of Financial Aid Student Advisory Committee?
Yes
No
 

14.  Would you like an Assistant Director to contact you?
Yes
No

Name: 

Email: 

Phone: 

I prefer to be contacted by:
 Phone      Email

  Thank You for participating in our survey!!