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Introduction to Qualtrics: Measuring Customer Service Satisfaction in the Office of International Services (OIS). Anne Kaufman , Business Manager Ben Logan , OIS Intern, PASA Student. Learning Objectives. Participants will learn: How OIS measures customer service satisfaction

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Anne Kaufman , Business Manager Ben Logan , OIS Intern, PASA Student

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Anne kaufman business manager ben logan ois intern pasa student

Introduction to Qualtrics:Measuring Customer Service Satisfaction in

the Office of International Services (OIS)

Anne Kaufman, Business ManagerBen Logan, OIS Intern, PASA Student


Learning objectives

Learning Objectives

  • Participants will learn:

    • How OIS measures customer service satisfaction

    • Useful tips when using Qualtrics

    • To distribute surveys and analyze results


Why ois conducted a survey

Why OIS Conducted a Survey

  • Commitment to providing exceptional service

  • Improving upon existing services provided

  • OIS’ success based on positive relationship with students

  • Use student feedback to establish accountability for staff member’s performance


Methodology

Methodology

  • First survey conducted since 2002

  • International Student Focus Group:

    • Keep survey short, simple, and concise

    • Use simple language for non-native English speakers

    • Keep focus narrow

  • Reviewed by Assessment Committee members

  • Will repeat survey each semester


Qualtrics basics

Qualtrics Basics

  • Available to all USC Student Affairs staff

  • Online survey and analysis

  • Also useful for applications, votes, etc.


Distribution methods

Distribution Methods

  • Anonymous responses

  • Emailed selected students

  • Available on OIS Website

  • Announced in Weekly Listserv

  • Advertised in International Connection Magazine

  • Participation Incentives: 3 $25 Gift Cards


Creating an account

Creating an Account

Go to the USC Qualtrics website:

www.qualtrics.com/academic-solutions/usc


Questions comments

Questions/Comments:

Contact:

  • Anne Kaufman

    • (213) 740-5272

    • [email protected]

  • Ben Logan

    • (213) 740-2666

    • [email protected]


  • Login