Student Satisfaction Survey

The purpose of this survey is to assess the quality of services of the Office of Student Financial Aid at the University of Georgia. Please respond to the following questions regarding your experiences with the Office of Student Financial Aid. Participation is voluntary and responses will be anonymous.

Instructions
For survey purposes, the Office of Student Financial Aid will be referred to as OSFA. Please answer the following questions with the most appropriate answer according to your experience with OSFA.

I. Demographics


1. Gender:
Male
Female


2. Classification:
Undergraduate
Graduate
Transfer
Other
3. Enrollment Status:
Full Time
Part Time



4. What was the purpose of your visit to the Office of Student Financial Aid (OSFA)?
Discuss Loans
Discuss Scholarships
HOPE/SAP
General Inquiry
5. During what time period were you assisted in our office?
8 a.m. - 11 a.m.
11 a.m. - 2 p.m.
2 p.m. - 5 p.m.

Use this scale for next questions:
1 Strongly Disagree
2 Somewhat Disagree
3 Neutral
4 Somewhat Agree
5 Strongly Agree
6 Did Not Experience

II. Please select appropriate answer to indicate your level of agreement with the following statements on a scale of 1 to 5 regarding your visit to OSFA.


1. Upon arriving to the Office of Student Financial Aid, the receptionist greeted me in a prompt and courteous manner.
1 2 3 4 5 6 - Did not experience
2. After arriving, the OSFA Counselor was responsive in a timely manner.
1 2 3 4 5 6 - Did not experience
3. The OSFA Counselor member provided adequate explanations when addressing my concerns and offered alternatives to my financial problems.
1 2 3 4 5 6 - Did not experience
4. If the OSFA Counselor did not know the answer to my question, he/she put forth every effort to find the answer.
1 2 3 4 5 6 - Did not experience
5. The OSFA Counselor was knowledgeable about financial aid policies and procedures.
1 2 3 4 5 6 - Did not experience
6. The OSFA Counselor was helpful and courteous to me.
1 2 3 4 5 6 - Did not experience
7. Overall, I am satisfied with the service I have received from OSFA.
1 2 3 4 5 6 - Did not experience

III. Please select appropriate answer to indicate your level of agreement with the following statements on a scale of 1 to 5 regarding phone calls that you have made to OSFA.


1. When contacting OSFA by phone, I have not had any difficulty getting through to a counselor.
1 2 3 4 5 6 - Did not experience
2. When contacting an OSFA staff member by phone, I was helped in a timely manner.
1 2 3 4 5 6 - Did not experience
3. The OSFA staff member was courteous during my phone call.
1 2 3 4 5 6 - Did not experience
4. In general, the OSFA staff member was effective and helpful during my phone call.
1 2 3 4 5 6 - Did not experience
5. When I contacting OSFA by email, my inquiries are answered in a courteous and timely manner.
1 2 3 4 5 6 - Did not experience

IV. Please select appropriate answer to indicate your level of agreement with the following statements on a scale of 1 to 5 regarding OSFA's Web site.


1. OSFA's Web site is an excellent source of financial aid information.
1 2 3 4 5 6 - Did not experience
2. OSFA's Web site is easy to navigate.
1 2 3 4 5 6 - Did not experience
3. I do not experience technical difficulties with the OSFA Web site.
1 2 3 4 5 6 - Did not experience

V. Open ended questions:


1. What are some areas that OSFA can improve upon?
Maximum of 250 characters

2. What aspects of OSFA are you satisfied with?
Maximum of 250 characters