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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 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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  1. Introduction to Qualtrics:Measuring Customer Service Satisfaction in the Office of International Services (OIS) Anne Kaufman, Business ManagerBen Logan, OIS Intern, PASA Student

  2. Learning Objectives • Participants will learn: • How OIS measures customer service satisfaction • Useful tips when using Qualtrics • To distribute surveys and analyze results

  3. 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

  4. 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

  5. Qualtrics Basics • Available to all USC Student Affairs staff • Online survey and analysis • Also useful for applications, votes, etc.

  6. 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

  7. Creating an Account Go to the USC Qualtrics website: www.qualtrics.com/academic-solutions/usc

  8. Questions/Comments: Contact: • Anne Kaufman • (213) 740-5272 • annekauf@usc.edu • Ben Logan • (213) 740-2666 • loganb@usc.edu

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