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Assessment in Support and Service Programs

Summary of Findings

Evidence collected from the assessment tools is assembled and analyzed each year. This section of the reports should include a summary of the evidence and a thoughtful analysis of what the evidences indicates about whether or not the program outcome is being met.

There are various appropriate ways to summarize the findings, depending on the type and quantity of data. Simple points of data can be listed.

  • 145 people participated in the conference.
  • There were 20,000 applications of admission.

Findings from surveys can be presented in a table at the bottom of the report, or hyperlinked to the report. Or a summary of questions most relevant to an outcome can be summarized.

  • 95% of respondents agreed or strongly agreed that the conference facilities met their needs.
  • 85% of respondents agreed or strongly agreed that the food service met their needs.
  • Answers to open-ended questions indicated that in some instances, the food service was not on time.

Assessment findings should be dessmininated to and discussed with members of the unit. Discussion will likely include celebration of successes as well as areas where targets were not met. They might also include recognition of important parts of the mission that are not being covered by the assessment process. This analysis of the findings should be documented and summarized along with the evidence.

Example Summary of Findings Entries

The following are some examples illustrating both summary and analysis of findings. Examples include a range of detail based on program outcomes and tools used to assess them.

Example 1

2011-2012 Faculty Events  
Number of workshops presented 10
Total workshop attendance 201
Number of community events presented 5
Total community event attendance 159
Survey Results % Agree or Strongly Agree
1. Information was useful to me as an instructor. 91%
2. I would recommend this session to colleagues. 91%
3. I will apply what I learned to my teaching pracitce. 93%

Analysis: While results were quite good, our goal is 100% agree for question 1. All but three ratings of disagree came from one workshop. For that workshop, there was clearly a mismatch between the event title and the presentation. Feedback shows that the topic is one of interest to faculty.

Example 2

A total of 147 people completed the survey (64% response rate). 94% agreed or strongly agreed that the application met their needs; 87% agreed or strongly agreed that support was timely and solved their issues. Customers reported that they want more opportunities for training. Managers determined that the survey results met their expections and they will consider specific feedback.

Example 3

Summer camp enrollment increased from 1109 to 1283, a 15.6% increase, as a result of actions based on feedback last year to create different types of camps and create single-gender camps. Feedback this year from parents included offering a level 2 series for children who want to return and learn in more depth. Staff was pleased with the enrollment growth, but indicated that continued growth will require additional resources.

Example 4

Use of group study rooms rose from an average of 20 hours per room per week to 32 hours per room per week, most in the early evening hours. Right before and during exam weeks, there were 15 times when requests for a study room could not be accommodated. Student and instructor input reveals the need for better management of these facilities. Staff confirmed these findings and provided a number of ideas for improvement.

Example 5

First-year applications rose by 12.4%. This exceeded our target of a 10% increase.

Example 6

124 honors students matriculated in the fall class, with an average SAT score of 1293 (an increase of 8 points). Both enrollment and SAT score growth goals were met this year.

Example 7

Students were more confident in using the online course registration system after taking the tutorial. However, students were not always confident that they had chosen the correct courses. This indicates that students need reassurance and more guidance from an advisor before completing the registration process.


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