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Satisfaction Survey Services
Frequently Asked Questions
Why should I conduct a customer satisfaction survey?
Students are the foundation of the college store industry, the focus of the college store's mission, and generally the largest segment of the campus store's customer base. Implementing a customer satisfaction survey on your campus allows you to gather feedback and suggestions for improvement on issues such as store policies, pricing, textbooks, selection of merchandise, and overall customer service.
Why should I conduct a faculty satisfaction survey?
Faculty are a valued segment of the college store client base and also play an instrumental role in shaping student and administrator perceptions of the store. Implementing a faculty satisfaction survey on your campus is an excellent first step towards understanding how faculty view your services and opening lines of communication between the college store and the faculty it serves.
What do I get when I sign up for the services?
NACS has created a customer satisfaction survey and a faculty satisfaction survey to provide maximum convenience to you and your customers—either survey can be conducted via paper, online, or as a combination of the two.
NACS provides:
- Survey questionnaires customized and printed for your campus (paper option)
- Survey hosting and response collection (online option)
- All data entry, tabulations, and in-depth analysis
- Personal consultation and assistance from NACS staff
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A comprehensive final report featuring:
- Summary statistics
- Matrix analysis based on the "Importance" and "Satisfaction" means
- Detailed text explanations of the survey findings
- Graphs, charts, and tables of selected results
- Peer recommendations for improvements
- Industry averages to benchmark performance
- Templates for a PowerPoint presentation
Also included:
- Step-by-step instructions and suggested timeline
- Sample questions to review and customize
- Sample incentive coupons
- Survey distribution schedule form
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Templates for creating on-campus communications, including:
- News release to announce/launch the survey
- News release to communicate survey results
- In-store and on-campus signage
- Campus radio spot
- Classified/small space ads
What about confidentiality?
Each store's results will be treated in a strictly confidential manner. Individual store data will be released only to the store's designated survey coordinator. Aggregate data will be used to establish national benchmarks, but no specific data will ever be attributed to a store without permission. Names of stores participating in the survey will not be published unless permission has been specifically granted by the store to do so.
What is the time frame?
The amount of time it takes to conduct the Customer Satisfaction or Faculty Satisfaction Survey varies from store to store; however here are a few guidelines:
- Allow 2 weeks for NACS to customize your survey and setup online and/or print paper surveys
- Allow 2-4 weeks for respondents to complete surveys
- Allow 4-5 weeks to receive your surveys results from NACS
You will also need to build in some time on the front end for planning promotion strategies, developing customized questions, etc.
Why should I use the NACS Customer and Faculty Satisfaction Survey Services rather than conducting my own survey?
- You'll be able to benchmark with others: You'll have the benefit of being able to compare your store's results to those of other college stores.
- You'll save time and resources: The Customer and Faculty Satisfaction Survey Services were designed as comprehensive, turnkey services that transfer much of the time consuming work of conducting a survey from the college store to NACS.
- You'll get quality research: Since launching in 1998, these services have been utilized by hundreds of colleges and universities in the United States and Canada. The widespread implementation of the services assures that you will receive the most accurate, reliable, and trusted results available—from a source that understands the college store industry.
Who can I contact if I have more questions?
Please direct any questions to Laura Cozart at lcozart@nacs.org or call (800) 622-7498, ext. 2279.
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