The NCAA News - News and Features

The NCAA News -- March 1, 1999

Clearinghouse committee applauds improvement in service

The NCAA Initial-Eligibility Clearinghouse Committee recently reviewed feedback obtained from a survey to evaluate the level of customer satisfaction with the Clearinghouse staff and the initial-eligibility process.

The review took place during the committee's February 16-17 meeting in San Diego and indicated high levels of customer satisfaction in several areas.

The survey, conducted with the help of the University of Virginia's Center for Survey Research, collected data from parents, high-school counselors and initial-eligibility contacts at NCAA member institutions. A total of 996 individuals -- at least 300 in each of the three groups -- responded to the survey.

Among items surveyed were promptness in connecting with a Clearinghouse representative on the telephone; whether the representative was courteous and helpful; and whether the representative provided clear, complete and accurate answers to questions.

Survey results indicated that 98 percent of member institutional representatives surveyed, 96 percent of parents surveyed and 94 percent of high-school counselors surveyed either strongly or somewhat agreed that Clearinghouse staff members were courteous and friendly during telephone contacts.

At least 80 percent of all three groups, and 90 percent of member institutional representatives, also either strongly or somewhat agreed that the staff provided clear, complete and accurate answers to questions.

Results also indicated a high percentage of callers, including 92 percent of member institutional representatives, connected with a Clear-inghouse representative on the first attempt. Of the callers who were placed on hold, the vast majority thought the waiting time was acceptable.

Other highlights of the survey included 88 percent of high-school counselors indicating that they believe the current initial-eligibility rules are easy to understand. In addition, 86 percent of counselors are very or somewhat satisfied with the overall process.

The Clearinghouse staff received the highest marks from member institutions. More than 90 percent of member institutions rated the staff high in all areas of customer service.

In its review of the survey results, the committee noted that significant resources have been expended in the last several years to improve the quality of service at the Clearinghouse and that those resources have clearly paid high dividends, according to survey responses.

In addition, the committee noted that no comments were received regarding the increased application fee.

The committee indicated its pleasure with the positive survey results and commended the Clearinghouse staff for the improved service.

Online access

In other actions, the committee reviewed the progress made in providing initial-eligibility information online and noted that the weekly status report feature (new-ly named the Web Status Report) is now available through NCAA Online (www.ncaa.org). Online users may now automatically access the database and find out the status of various documents as they relate to a prospect's initial eligibility. An additional feature to be available soon is the ability for a member institution to print a single prospect's 48-C report. Also by March 1, schools will be able to submit institutional request lists online.

The committee also noted that April 1 is the target date for the online availability of each high school's list of NCAA approved core courses. The committee believes this will greatly assist prospects who will be able to access NCAA Online through public libraries and other educational outlets with Internet capabilities.

The committee reaffirmed that the goal of the online status report is to eliminate mailed and faxed reports. The committee agreed to determine a final date to discontinue the mailed and faxed reports at its August meeting. The committee also noted that as of September 1, 1999, modem access no longer will be available to member institutions.

In a related communications issue, the committee worked on an initiative to combine the Guide to the College-Bound Student-Athlete and the Clearinghouse Brochure into one publication. The new publication will include a student-release form and be distributed beginning in August.