NOVA Financial Aid Support Portal Survey

1)On average, how frequently do you visit the NOVA Financial Aid online support portal?*  
   Every day 
 2-3 times per week 
 2-3 times per month 
 Once a month 
 Less than once a month 


2)When you visit the NOVA Financial Aid support portal, what is the first thing you normally do?*  
   Search for the answer to my question via the knowledge base 
 Call the phone number to speak to someone 
 Submit my request via a web ticket 
 Check the most recent and/or most popular topics 
 Follow up on an existing ticket via My Support 
 Other 


3)When looking for the answer to a question within the knowledge base, do you mainly:*  
   Use the search box in the top left-hand corner of the screen 
 Browse the menu folder structure on the left-hand side of the screen 
 I never look for the answer to a question within the knowledge base 


4)Thinking about the structure of the knowledge base, how easy do you find navigation of the menu structure?*  
   Very easy - the structure seems logical to me 
 Easy - I can mostly find the relevant information 
 OK 
 Difficult - I cannot always find the relevant information 
 Very difficult - I usually give up 
 Not applicable 


5)Think about the design of the Web Ticket form. How easy do you find it to locate the request type you are looking for?*  
   Very easy - I can always find the request type I am looking for 
 Easy - most of the time I can find the request type I am looking for 
 OK 
 Difficult - most of the time I cannot find the request type I am looking for 
 Very difficult - I usually give up trying to locate the correct request type 
 Not applicable 


6)Do you have any specific comments you would like to make about the structure / design of the NOVA Financial Aid support portal? 
 
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7)How helpful has the financial aid staff at NOVA been to you during your application process? 
   Excellent 
 Very good 
 Good 
 Poor 
 Very poor 


 
 
 
* = Required field