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Student Financial Services Customer Satisfaction Survey

1. My interaction with Student Financial Services was by*
Email
Front Counter Visit
In Office Visit
Telephone Call
2. Name (optional)
3. Student ID (optional)
4. Name of person who helped me (if known)
5. Status*
6. Date of interaction*
7. Time of Interaction*
AM
PM
8. Purpose*
Assistance in completing forms
Checking status of file or awards
General information regarding bill or payment
General information regarding financial aid/scholarships
Submitting required documents/forms
Other
9. If Other, please specify

Description

10. I have confidence in the knowledge of the information provided.*
Strongly Agree    Somewhat Agree    Neutral    Disagree    Strongly Disagree   
11. I felt confident my situation was understood.*
Strongly Agree    Somewhat Agree    Neutral    Disagree    Strongly Disagree   
12. The answer was pleasant, kind and respectful.*
Strongly Agree    Somewhat Agree    Neutral    Disagree    Strongly Disagree   
13. Time was given to ensure my questions were answered and my concerns addressed.*
Strongly Agree    Somewhat Agree    Neutral    Disagree    Strongly Disagree   
14. Comments:
15. If by email, when did you receive a response to your inquiry?
Immediately
Less than 24 hours
24 - 48 hours
More than 48 hours (please specify in comment section)
16. If front counter visit, how long were you in line before you spoke with someone at the front counter?
Did not have to wait at all
5 to 10 minutes
More than 10 minutes (please specify in comments section)
17. If in office visit, how long did you wait to be called into an office?
Did not have to wait at all
5 to 10 minutes
More than 10 minutes (please specify in comments section)
18. If a telephone call, how long did you hold before speaking to someone?
Call answered immediately
Under 2 minutes
2 - 5 minutes
Over 5 minutes (please specify time length in comment section)
19. Comments:
20. Did you go to UCM's website or check the portal before contacting Student Financial Services?
Yes, but I still needed to contact someone.
No
21. Comments:
22. I contact the Office of Student Financial Services:*
1 - 2 times per academic year
Other (please specify in comments section)
23. Comments:
24. I have questions about my financial aid:*
Never
Occasionally
Every year
Every semester
25. Comments:
26. I have questions about my student bill:*
Never
Occasionally
Every year
Every semester
27. Comments:
28. Please comment on the level of service you received. What things should we continue doing, what should we change, etc.?