How to Measure Customer Satisfaction in the Education Service

Student feedback on instructors and courses is valuable feedback for colleges and universities wanting to improve instructional techniques, improve retention rates and garner feedback from students on course materials. Student Instructional Reports (SIR IIs) provide a way for institutions to measure customer satisfaction in the education service. The reports, published by Educational Testing Service (ETS), can lead to improved instructional techniques and better experiences for students. The SIR II survey can also be administered to online classes.

Instructions

    • 1

      Determine how many paper and online SIRs your institution needs. For example, you may want to administer the survey to 4,000 traditional students and 1,000 online students at the end of each semester.

    • 2

      Visit the ETS SIR II website (listed in the reference section) to review pricing and ordering information. As of June 2010, pricing was $0.90 per online survey and $29 for 100 paper surveys. Bulk discounts are available.

    • 3

      Select and complete the order form and user agreement for online classes (either the Blackboard Customer Order Form or the ETS Customer Order Form) or for traditional classes, download a SIR II order form and fax it to ETS at 1-609-771-7255.

    • 4

      Administer the tests. Full directions for both students and instructors come with the SIRs.

    • 5

      Process the completed surveys by downloading the SIR II Processing Request Form (see References). Fax the completed form to ETS at 1-609-771-7255.

      Mail the form and your completed surveys to:
      SIR II Scoring Department
      Educational Testing Service
      1425 Lower Ferry Road, 13Q
      Ewing, NJ 08618
      You should receive the results within 15 days.

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