STUDENTS ATTITUDES TOWARD HARVARD UNIVERSITY HEALTH SERVICES

ANALYTICAL REPORT

July, 1999

Conducted for: Harvard University Health Services (HUMS)

Conducted by: Axiom Research Company
2 Tyler Court, Cambridge MA 02140; Phone: 617-441-9944; Fax: 617-1441-9966; www.axiomresearch.com

TABLE OF CONTENTS

Appendix A: Questionnaire Responses

Appendix B: Verbatim Responses to Additional Comments

Appendix C: Data Tables (furnished under separate cover)

I. METHODOLOGY

This report summarizes the findings of quantitative research conducted by Axiom Research Company on behalf of Harvard University Health Services (HUHS). The purpose of the study was to measure student satisfaction with University Health Services, identify areas for improvement, and explore students' awareness and use of various services provided by HUHS with the goal of improving the care and services provided to students.

All data was collected during April and May 1999. A total of 1,650 Harvard University undergraduates were invited to complete the questionnaire. The survey consisted of 64 closed- ended questions, 7 open-ended questions, and 2 demographic questions. The majority of the data was collected via a traditional mail survey (with an Internet follow-up to boost the response rate).

However, as a test, a small number of students received an Internet survey only.

Mail survey. A random sample of 1,450 students was selected to complete a 6-page questionnaire. The methodology was as follows:

Each student received a mailing including a cover letter on HUHS stationery explaining the purpose of the survey, a survey instrument, and a business reply envelope addressed to Axiom Research.

One week after the initial mailing, non-respondents received a reminder postcard.