We are continually assessing the ways and means by which
we can best serve you as a student, as a valued member of the Pepperdine
community. As part of that effort, you have been randomly selected to
provide critical feedback regarding your experience with the administrative
services that you have received through the OneStop personnel. Since this
is a random selection process, we do not know whether or not you have
had contact with these staff members. Please take a few minutes to complete
the following survey and return it via campus mail using the enclosed
addressed envelope. Your responses will remain anonymous and will serve
to help us assess with a focus on improving the service that we provide
for you. Your honest and frank feedback is highly valued. We look forward
to receiving your responses.
Gender: 27 (40%)
Male ---- 41 (60%) Female
# of units completed:_________
31 Sophomores (46%)
28 Juniors (42%)
7 Seniors (11%)
by academic divisions)
9 Communication (13%)
12 Business (18%)
0 Religion (0%)
4 Fine Arts (6%)
14 Natural Science (20%)
9 Social Science (13%)
2 International Studies (3%)
12 Humanities/Teacher Education (18%)
1) During the Spring
2003 semester, I have had “face to face” interaction with
the OneStop staff: (please check one):
1 - 3 times: 39
4 - 6 times: 23 (34%)
7 -10 times: 6 (6%)
2) During the Spring
2003 semester, I have had “phone” interaction with the OneStop
staff: (please check one):
1 - 3 times: 45
4 - 6 times: 19 (28%)
7 -10 times: 4 (6%)
3) During the Spring
2003 semester, I have had “e-mail” interaction with the OneStop
staff: (please check one):
1 - 3 times: 21
4 - 6 times: 22 (33%)
7 -10 times: 3 (4%)
4) What three words
or phrases would you use to explain your definition of effective?
the job done
care of business
my needs/Fulfills Needs(14x)
what you're doing/Knowledgeable (18x)
confidence in me
what it's supposed to
5) OneStop has been
effective in meeting my administrative needs. (please check one)
Agree: 20 (29%)
Mildly Agree: 2 (3%)
6) What three words
or phrases would you use to explain your definition of efficient?
results with minimum efforts
7) OneStop has been
efficient in meeting my administrative needs. (please check one)
Agree: 14 (21%)
Mildly Agree: 2 (3%)
8) Please check one of the words below to complete this sentence. “OneStop
personnel was able to meet _______ of my administrative needs during our
interaction(s). (Please note that "more than all" means
that in addition to taking care of the matters which you presented, the
staff person assisted you in something that you did not intend to take
care of when you first made contact.)
More than all: 23
All: 33 (49%)
Most: 9 (13%)
Some: 3 (4%)
went in there to change my major, and your staff explained to me how
I could have even more of my requirements met by changing my catalog
year. She could have just done what I asked, and I would have been very
happy. But she went way above and beyond it. I walked out of there with
four more requirements already fulfilled than I thought I had, my address
got changed, got money from my student account, and movie tickets for
the weekend. I hit the jackpot!!! Thanks so much!
always know when I go there that I will be taken care of. It's a good
would be great if you had a notary public there.
a new ID card made and delivered to me in less than 5 minutes was awesome!
Thanks for not making me walk up the hill!
No dry cleaning service? JK!
of these days I am going to find something that you all can't do for
found out this semester from OneStop that I still had two more classes
to take than I thought. No one had told me this before. I was bummed
out, but I wasn't mad because of how helpful Carol was to me.
9) After you met with
the OneStop personnel, how many other stops did you have to make at other
offices before your original administrative needs were met?
1: 9 (13%)
2: 3 (4%)
Please feel free to explain here:
would be nice to just have my refund put directly into my bank account
so that I wouldn't have to come back to get it.
only time I had to go somewhere else after visiting OneStop was to turn
in my request for a transfer of units from the classes I was planning
on taking over the summer from the UW. I guess I could have just left
it with OneStop and had you guys send it in, but I wanted to know right
couldn't get answers to why my loans had not posted, and Edwin could
not reach my counselor by phone, so I decided to go talk to her directly.
had to make changes to my schedule for Heidelberg, and you can't do
that at OneStop.
line was long at the beginning of the semester, but I knew when it was
my turn I'd get everything taken care of. I was right! Thanks! I even
got movie tickets!
guy at OneStop talked to me about my DAR but he told me that I should
see my advisor to get approval for some exceptions to the requirements.
He called and made an appointment for me, so that was great.
10) How can OneStop personnel better serve you?
wish you had more people working there during the really busy times,
like at the beginning of school. The line to get to some help is really
long. At least I knew when I got to someone, I will most likely get
whatever I need done right there. But it would be nice to be able to
do more things online like knowing how much refund I can get, change
my major, and things like that."
"You need to get someone to answer your phones. Sometimes, I need
to talk to someone right away, and I just get voice mail."
is not as good as it could be. You might want to look at some other
schools' sites and learn from them. There are too many layers you have
to go through before you can get to what you need. It's hard to figure
you can get the system to work right during registration, I bet the
lines wouldn't be so long. But I am glad you are there early especially
when the system is down."
since you asked... Can you open longer hours? It would be great to have
access to your staff in the evening hours... I know I can email you
and I have... and you're good at getting back to me by the very next
day, but at least during the registration time, when I have a problem
with my schedule and there's a problem with the system, I just need
someone to help."
11) What are some words that your would use to describe OneStop and its
and probably underpaid
12) Other comments,
suggestions, and information that you feel to be helpful in our assessment:
all my years here, OneStop is one of the best things I have seen. You
have made my life so much easier. I tell everybody 'Just go to OneStop'
for just about anything. I figure if you can't do it, you'd figure out
mom saw that I was working on this [survey] and told me that I had to
say that Doug was really great! She called after 5pm one day and he
already turned off his computer. She said that he actually turned his
computer back on and spent another 20 minutes with her on the phone
explaining my student account to her. She was amazed! She said thank
you served coffee, you'd be perfect!
would be great if you could have twice or three times as many people
working there during the first week of school.
only you could go to class for me too!
change a thing! I love it!
doesn't have to do with you, but I just want to tell someone. The DAR
is really hard to understand. Isn't there anyway that you can change
that? Also, it would be really nice if I could see my whole student
account online instead of just one number.
made it so much easier. Thank you!
If you would like to be a part of a focus group regarding student services
later this Fall, please let me know via e-mail (firstname.lastname@example.org).
Thank you for your candid responses. Please know that this information
is completely anonymous and will be helpful in our efforts to continually
enhance your student experience at Pepperdine.