WHCCD Customer Service Benchmark

WHCCD Customer Service BenchmarkFrances SquirePedro AvilaWHCCD Office of Institutional EffectivenesszzzCSU, Fresno Student VisitsBrent Blain• Hometown: Tulare• Senior – Finance• Visit: Spring 2005Ruben Landeros (Spanish Visits)• Hometown: Porterville• Senior – Marketing• Visit: Fall 2004Michael Arredondo• Hometown: Kerman• Junior – Business Administration• Visit: Spring 2005WHCCD Office of Institutional EffectivenesszzzzzzzAreas of ObservationFacilitiesStudent FriendlinessFront Desk ServiceCollege Information and MaterialsEnrollment Information and SupportCounseling/Advising ServicesFinancial Aid InformationWHCCD Office of Institutional EffectivenessFacilities (Locations and student friendliness)(Easy) 1 2 3 4 5 (Hard)2. Once you arrived on campus, how easy was it 1. How easy was it to find the campus?to find where you were going?Lemoore Fresno City COS CoalingaLemoore COS Coalinga Fresno City Ruben 1 2 2 2Ruben 2 2 3 3Brent 1 1 1 2Brent 1 1 2 4Michael 1 2 2 2Michael 1 2 1 3Average 1.0 1.7 1.7 2.0Average 1.3 1.7 2.0 3.3WHCCD Office of Institutional EffectivenessStudent Friendliness(Pleasant) 1 2 3 4 5 (Unpleasant)3. Ask for directions from three people who appear to work on the campus.b. Were they friendly?a. Were they pleasant?Fresno City Coalinga COS LemooreCoalinga Fresno City COS LemooreRuben 1 2 2 2Ruben 1 1 2 3Brent 1 1 (Comment) 1 NABrent 1 1 1 NAMichael 1 1 1 1Michael 1 1 1 1Average ...