The topic of test center satisfaction surveys appears regularly on the NCTA listserv. The Webinar Committee has put together two presentations that will cover both survey design and how to use the data collected through student/client/customer satisfaction surveys. These presentations are intended to be practical in nature and hope to provide coaching and basic skills that will allow NCTA members to develop their own surveys.

The second of two parts, this webinar complements the skills introduced in the first webinar by focusing on how to use student/client/customer feedback to improve your operations and tell your story. This webinar will discuss how to use surveys to collect data on the student experience and use the information to inform and reinforce collaborative relationships, to show how a testing center positively impacts the student experience and supports student success, and to demonstrate how the testing center is aligned with institutional, divisional and departmental missions.

Heidi Pettyjohn

Testing Services Program Manager

University of Cincinnati

Nancy O'Shea

Manager, Testing Services

Brookdale Community College