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OFFICE OF FINANCIAL AID

WSU Financial Aid Student Experience Survey

In an effort to enhance our customer experience, we would like your opinions so that we may better understand and address your needs and concerns.  All responses are voluntary and can be anonymous; however, you may provide your name and contact information if you would like someone to follow up with you. The survey typically takes less than 5 minutes to complete.

1. Please indicate the date of your most recent contact with the Financial Aid Office:

2. Please select the time frame of your most recent contact with the Financial Aid Office:

  8 AM - 12 PM          12 PM -   5 PM          5 PM -   7 PM

3. Please indicate the name of the staff member who assisted you:

4. In the last 6 months, how many times have you contacted the Financial Aid Office?

This is the first time
A few times (2-4)
Multiple times (5+ times)

5. Did you visit other offices on campus on the same day? (check all that apply):

Yes
No

Admissions
Accounts Receivable (Tuition, Fees, Payments)
Registrar
Advising
OneStop
Housing and Residence Life

6. How did you contact the Financial Aid Office during this visit?

In Person – Walk-in
In Person – Appointment
Phone
Email
Transferred from another department

7. Please indicate the reason for your most recent visit (check all that apply):

How to apply for financial aid
Check on the status of financial aid awards
Pick up or drop off forms
Discuss a change in my family’s financial circumstances (professional judgment request)
Grant questions
Loan questions
Satisfactory Academic Progress (SAP) questions
Scholarship questions
Student employment (work-study) questions
Financial aid eligibility questions
Campus visit
Was referred, please identify the department/person who referred you:
Other, please describe:

8. From the time you arrived or called, how quickly were you assisted?

Immediately
1-2 minutes after arriving
3-5 minutes after arriving
6-10 minutes after arriving
More than 10 minutes after arriving

9. Did you have a scheduled appointment with our office?

Yes No

10. If you had a scheduled appointment with our office, were you assisted by a financial aid counselor within 5 minutes of your appointment time?

Yes  No  NA
 

11. Please rate your experience on the items below:

  • Attitude and Courtesy of Financial Aid Staff

Poor Below Average Average Very Good Excellent NA

  • Ability of Staff Member to Understand Your Concerns/Requests

Poor Below Average Average Very Good Excellent NA

  • Knowledge Level of Financial Aid Staff

Poor Below Average Average Very Good Excellent NA

  • Ability of Staff Member to Meet Your Needs

Poor Below Average Average Very Good Excellent NA

  • Helpfulness of Verbal Information Shared

Poor Below Average Average Very Good Excellent NA

  • Helpfulness of Written Information Shared

Poor Below Average Average Very Good Excellent NA

  • Staff Member Was Approachable

Poor Below Average Average Very Good Excellent NA

  • Staff Member Treated Me with Respect

Poor Below Average Average Very Good Excellent NA

  • Staff Member Demonstrated Professionalism

Poor Below Average Average Very Good Excellent NA

 

12. As a result of your visit to the Financial Aid Office, were your questions answered?  If not, please describe.

Yes  No 

 

13. Please rate your overall experience with the service provided:

Poor Below Average Average Very Good Excellent NA

 

14. Do you regularly read email correspondence sent from the Financial Aid Office?

Yes
Mostly Yes
Mostly No
No
 

15. Did you experience any difficulties during your most recent visit with the Financial Aid Office?  If so, please describe.

Yes, Please Describe:
No
 

16. Additional Comments:

 

Optional

17. Tell Us About Yourself:

WSUID:
Name: 
Email: 
Phone:
Grade Level: (select undergraduate student / graduate student)

Undergraduate Student Graduate Student

18. I would like someone to contact me concerning my experience with the Financial Aid Office.


Yes No

19. I would be interested in serving on the Financial Aid Office’s Student Advisory Board.
 

Yes No

 

I prefer to be contacted by:

 Phone      Email

  Thank You for participating in our survey!!