INFORMATION TECHNOLOGY


IU KOKOMO USER SATISFACTION SURVEY

MASTER 2002

Instructions:

 Please fill out each question as completely as possible by circling your choice (or choices) for each question. Most of the questions ask for your level of satisfaction for a given service based on a five-point scale. The scale represents a spectrum: 1 signifies that you are not at all satisfied with a service, and 5 means you are very satisfied. If you are not familiar enough with a particular service to make an evaluation, please circle 7 for cannot evaluate this service. If you have no knowledge of the service in question, please circle 8 for never heard of service rather than not answering the question.

INFORMATION TECHNOLOGY
SURVEY ON INFORMATION TECHNOLOGY SERVICES AT INDIANA UNIVERSITY,  KOKOMO - MASTER 2002

COMPUTING AND COMPUTER NETWORKING

1.     Overall, how satisfied are you with the computing environment offered by Information Technology at Indiana University, Kokomo (IT at IUK) during the past year (e.g., computing resources, electronic mail, local area network, telephone consulting at 455-9315, World Wide Web, IUIS)? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 2.     Overall, how important are IT computing services at IUK to your work or study? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

3.     On a weekly basis, approximately how many hours do you use a computer? [All] 

_______

hours

  4.     How would you rate your computer expertise? [All] 

Novice

 

 

 

Expert

1

2

3

4

5

5.     Do you have a computer at your residence (desktop computer or a laptop that you use at home)? [All]  

Yes

No (if "No," GO TO Question #6)

           a.   If you have a computer in your residence, what type of computer is it?  

1.

Intel-compatible computer running Windows 95, 98/ME

2.

Intel-compatible computer running Windows NT or Windows 2000

3.

Apple Macintosh or compatible

4.

Unix workstation (including microcomputers running LINUX)

5.

Other (Please specify): _____________________________

  ELECTRONIC MAIL

  6.     IT at IUK provides an electronic mail system to send messages (e-mail) to others at IUK and worldwide. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.[All]  

  Not at All Satisfied      

Very Satisfied

Cannot Evaluate

Never Heard of Service
Microsoft Exchange/Outlook  

1

2

3

4

5

7

8

Outlook Web Access  

1

2

3

4

5

7

8

7.     Which e-mail system do you use most often (please circle one)? [All]  

Microsoft Exchange/Outlook   Outlook Web Access  
Other (please specify): ____________

8.     If you use an external mail service (e.g. Hotmail, Yahoo mail, AOL, etc.), indicate the usage frequency (please circle one): [All]  

Always  Frequently  Occasionally

9.     Overall, how satisfied are you with the electronic mail systems available at IUK? [All]  

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

USER SUPPORT SERVICES

10.   IT at IUK provides a wide range of assistance for computer users. If you have received help from any of the following sources in the past year, please indicate your satisfaction by circling the appropriate response. [All]  

  Not at All Satisfied      

Very Satisfied

Cannot Evaluate Never Heard of Service
Telephone consulting through the Help Desk (455-9315)  

1

2

3

4

5

7

8

Walk-in consulting at the Help Desk (KO-057)  

1

2

3

4

5

7

8

Online consulting resources (IUís Knowledge Base, IUís Computing Help Online )  

1

2

3

4

5

7

8

Replacement of obsolete computers through the Desktop Replacement Fund  

1

2

3

4

5

7

8

IUWare CD-ROM  

1

2

3

4

5

7

8

Getting software via IUWare Online  

1

2

3

4

5

7

8

Computer Services technical support staff  

1

2

3

4

5

7

8

Knowledge and ability of Computer Services technical support staff  

1

2

3

4

5

7

8

Courtesy and helpfulness of Computer Services technical support staff  

1

2

3

4

5

7

8

11.   Over the past year, approximately how many times have you contacted the IT Help Desk? [All]  

_______

times

12.   Overall, how satisfied are you with the IT desktop support services available at IUK? [All]  

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

STUDENT COMPUTING SERVICES

  13.   IT at IUK maintains a number of computer facilities and services designated specifically for student use and instruction. These include the computer lab in KO-048 and the computer classrooms in KO-054, KO-080, and KO-082, all funded by the Student Technology Fee. If you have used such facilities and services during the past year, either as a faculty member or student, please indicate your level of satisfaction by circling the appropriate response.[S,F]  

  Not at All Satisfied       Very Satisfied Cannot Evaluate Never Heard of Service
Computer lab/computer classroom hardware (computer, scanners, etc.)  

1

2

3

4

5

7

8

Computer lab/computer classroom software  

1

2

3

4

5

7

8

Computer lab/computer classroom consulting overall  

1

2

3

4

5

7

8

Knowledge and ability of computer lab/computer classroom consultants  

1

2

3

4

5

7

8

Courtesy and helpfulness of computer lab/computer classroom consultants  

1

2

3

4

5

7

8

Computer lab/computer classroom overall  

1

2

3

4

5

7

8

Oncourse (Internet-based distributed learning environment)  

1

2

3

4

5

7

8

14.   Overall, how satisfied are you with the IT student computing services available at IUK? [S,F]  

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

CLASSROOM TECHNOLOGY SERVICES

  15.   IT at IUK provides a number of services designed to facilitate the use of instructional technologies in the classroom. For questions ## 15-19, please focus on the Instructional Technology Department, which includes Julie Meyers, Chris Rivers, Steve Holaday, and the AudioVisual Center. [For other units on campus such as the Center for Teaching Excellence which reports to Academic Affairs, please respond to question # 32.] If you use Instructional Technology facilities and services, please indicate your overall satisfaction by circling the appropriate response. [F]  

  Not at All Satisfied       Very Satisfied

Cannot Evaluate

Never Heard of Service
Instructional Technology staff  

1

2

3

4

5

7

8

Instructional Technology classroom equipment  

1

2

3

4

5

7

8

Advanced Technology Classrooms  

1

2

3

4

5

7

8

 16.   IT at IUK provides support for six technology classrooms. These include KO-100, KO-211, KO-276, KO-281, KO-287, and KO-289. If you have taught in one of these technology classrooms, and used support services for those rooms, please indicate your level of satisfaction by circling the appropriate response. [F]

           a. Your experience over the past year with the equipment in technology classrooms  

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

        b. Your experience over the past year with IT support services for the technology classrooms  

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

        c. Over the past year, how many times have you taught in one of the technology classrooms?  

_______

times

17.   IT at IUK provides technology support for distributed education via the Virtual Indiana Classrooms (VIC). These include KO-111, KO-177, and KO-214. If you use this technology, and support services, please indicate your overall satisfaction by circling the appropriate response.[F]

           a. Your experience over the past year with the VIC technology  

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

        b. Your experience over the past year with the support services for VIC  

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

        c. Over the past year, how many times have you taught in one of the VIC facilities on campus?  

_______

times

18.   Classroom facilities vary from building to building and room to room at IUK. Overall, how satisfied are you with your classroom facilities on campus (e.g. in terms of lighting, acoustics, projector screens, and aesthetics)? [F]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

19 .   Overall, how satisfied are you with instructional technology support in classrooms over the past year (e.g. delivery of equipment, permanent classroom equipment, equipment ordering procedures, support staff, selection of equipment)? [F]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

UNIVERSITY INFORMATION SERVICES

  20.   IT at IUK supports a number of information systems in support of administrative services on campus. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.  

  Not at All Satisfied       Very Satisfied

Cannot Evaluate

Never Heard of Service
Library online catalog (INDYCAT/IUCAT) [All]  

1

2

3

4

5

7

8

Financial Information System (FIS) [F,Staff]  

1

2

3

4

5

7

8

The Online Purchasing System (TOPS) [F,Staff]  

1

2

3

4

5

7

8

Web Based Purchasing [F,Staff]  

1

2

3

4

5

7

8

Information Access Services:                
IU Information Environment [F,Staff]  

1

2

3

4

5

7

8

Financial Data Retrieval System (FDRS) [F,Staff]  

1

2

3

4

5

7

8

Information Center (FOCUS) [F,Staff]  

1

2

3

4

5

7

8

Safeword cards [F,Staff]  

1

2

3

4

5

7

8

INSITE (Web-based course listings, Bursar information, student advising, etc.) [All]  

1

2

3

4

5

7

8

Online student advising (IUCARE) [All]  

1

2

3

4

5

7

8

21.   Overall, how satisfied are you with student support systems made available by University Information Services at IUK (e.g., INDYCAT/IUCAT, INSITE, etc.)? [S]  

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

22.   Overall, how satisfied are you with the administrative support systems available at  IUK? [F,Staff]  

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

NETWORK-BASED INFORMATION SERVICES

  23.   IT at IUK supports access to and use of various network-based information services and tools. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response. [All]  

  Not at All Satisfied       Very Satisfied

Cannot Evaluate

Never Heard of Service
Publishing on the IUK Web server (www.iuk.edu)  

1

2

3

4

5

7

8

Browsing on the IUK Web server (www.iuk.edu)  

1

2

3

4

5

7

8

NETg online training  

1

2

3

4

5

7

8

IUK Campus Calendar  

1

2

3

4

5

7

8

IU Search (www.indiana.edu/resources/search.html)  

1

2

3

4

5

7

8

24.   Overall, how satisfied are you with network-based information services? [All]  

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

DATA NETWORK SERVICES

  25.   IT at IUK provides campus networking, data jack activations, and network repair services. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.  

  Not at All Satisfied       Very Satisfied

Cannot Evaluate

Never Heard of Service
Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,Staff]  

1

2

3

4

5

7

8

Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,Staff]  

1

2

3

4

5

7

8

Data jack activations [All]  

1

2

3

4

5

7

8

Data jack repair services [All]  

1

2

3

4

5

7

8

Internet and Web (WWW) access [All]  

1

2

3

4

5

7

8

26.   Overall, how satisfied are you with the network services available at IUK? [All]  

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

TELEPHONE SERVICES

27.   Telephone Services provides a wide range of telephone services at IUK. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.  

  Not at All Satisfied       Very Satisfied

Cannot Evaluate

Never Heard of Service
Campus Switchboard [All]  

1

2

3

4

5

7

8

Telephone repair service [All]  

1

2

3

4

5

7

8

Campus office telephone service [All]  

1

2

3

4

5

7

8

Telephone equipment (e.g., telephone sets) [All]  

1

2

3

4

5

7

8

Printed telephone directories [F,Staff]  

1

2

3

4

5

7

8

On-line telephone directory [F,Staff]  

1

2

3

4

5

7

8

Installation of campus office voice jacks and telephones [F,Staff]  

1

2

3

4

5

7

8

Campus office long distance service [F,Staff]  

1

2

3

4

5

7

8

Campus office voice mail service [F,Staff]  

1

2

3

4

5

7

8

28.   Overall, how satisfied are you with the services offered by Telephone Services at IUK during the past year (e.g., Long Distance Calling Service, Telephone Service, Telephone Features, Voice Mail, Campus Switchboard, and Telephone Equipment)? [All]  

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

GENERAL ASSESSMENT

29.   How helpful has the information technology environment at IUK been in your teaching activities? [F]  

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

30.   How helpful has the information technology environment at IUK been in your research activities? [S,F]  

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

31.   How helpful has the information technology environment been in your learning experience at IUK? [S]  

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

32.   Please state your level of agreement with the following statement: The information technology environment was an important factor in my decision to attend IUK. [S]  

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

33.   Overall, how satisfied are you with the information technology services (including telecommunications, computing, and computer networking) offered by IT at IUK during the past year? [All]  

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

NON-IT SERVICES

  34.   Departments other than Information Technology offer services that are important to the functioning of the IUK computing environment. If you use such facilities and services, please indicate your satisfaction by circling the appropriate response.  

  Not at All Satisfied       Very Satisfied

Cannot Evaluate

Never Heard of Service
Training provided by Center for Teaching Excellence (CTE) [F]  

1

2

3

4

5

7

8

Scheduling of computer classrooms provided by Academic Affairs [F]  

1

2

3

4

5

7

8

Scheduling of technology classrooms provided by Academic Affairs [F]  

1

2

3

4

5

7

8

Printing services provided by IUKís Mail Room [All]  

1

2

3

4

5

7

8

IMPROVEMENTS AND SUGGESTIONS

 

35.   Are there additional comments you would like to make about IT services at IUK?  


_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

36.   If you need an IT staff member to contact you to discuss any aspect of IT services at IU-Kokomo, please provide the information requested below. This information will be passed on to the IT division, but your survey responses will remain confidential.                                                                                                                                                                           

Your name: Phone:
E-mail: Question/Problem related to:

Thank You for Your Assistance!