Southeastern NEWS
Southeastern Louisiana University
Public Information Office
publicinfo@selu.edu
SLU 880, Hammond, LA 70402
504/549-2341/fax 504-549-2061
Date: 10/30/00
Contact: Angey Saucier 47
"MYSTERY SHOPPER" TAKES ON SOUTHEASTERN REGISTRATION
HAMMOND In an effort to understand and improve students' needs, Southeastern
Louisiana University initiated a "mystery shopper" visit at the beginning of the Fall 2000
semester. According to Dr. Brad O'Hara, Vice President for Student Affairs, this is the first time
the university is using this successful customer service study. Typically used in service-related
businesses, such as hospitals and hotels, mystery shoppers pose as clients to help evaluate
processes and personnel.
An outside college-aged female posing as a student was chosen by O'Hara and asked to
assess admissions and freshmen orientation at Southeastern. She carefully documented her
experiences, bringing to light the pros and cons of both processes.
The mystery shopper received all of her pertinent admissions information June 19. Within
one month, she had a room in Lee Hall and an acceptance letter.
In making contact with the university, she found Southeastern's web page, www.selu.edu,
to be "super informative" and easy to use. She suggested the website be promoted in initial
contact with prospective students and high school counselors for its clarity and ease. Other
positive aspects of the mystery shopper's registration process included pleasant and helpful
university employees, the comfortable atmosphere of the campus, and the informative orientation
sessions. She was especially impressed with the "beginning freshman admissions process"
checklist, the free university counseling services, the courtesy of the employees of the Lion's
Roar campus newspaper, the bookstore selection, and the willingness of the university to
accommodate disabilities.
"Overall we were delighted with the report we received from our mystery shopper. In
addition to citing some real strengths, she gave us a good bit of information about her perspective
on the overall process. As a result, we will be focusing more attention on registration and
advising," said Provost Randy Moffett.
MORE
"Mystery Shopper" takes on Southeastern Registration page 2
The mystery shopper presented her findings during the University Dean's Retreat, to
ensure a broad dissemination of her report.
Some of her recommendations included the following:
Supply better descriptions of the dorms students have to choose from, such as room
size and special dorm services like computer labs and the availability of washers and
dryers.
Make an orientation schedule available by mail or internet.
Add signage outside of the financial aid offices.
Post on-campus job openings on the internet.
Send scholarship information by mail.
Add more lines to the "always busy" toll free number.
The report findings are now being addressed by the university. O'Hara says that there are
plans in the works to expand the 800 number in order to service the needs of the students.
Enrollment services, the controller's office, financial aid and residential life are currently working
toward easing the process for both incoming and continuing students.
"This project was very well received by our administration. We're encouraged to
continue this type of exercise," said O'Hara. "We will see some sort of 'mystery shopper' every
semester. I'm hoping to have a student, as part of his/her day-to-day activities, summarize their
experiences for a month and give suggestions.
"Follow ups to these exercises is most important. That is our focus," said O'Hara.
The mystery shopper is an honor student at another state university. She was chosen
personally by O'Hara because she "had the critical skills to assess the university properly."
O'Hara also commented that as a student, who had gone through the same process at another
university, she was a great candidate in judging the university's strengths and weaknesses.
-SLU-
Press release available online at
www.selu.edu./NewsEvents/PublicInfoOffice/newsm00.htm