UITS

IUS 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.

INTEGRATED TECHNOLOGY SURVEY ON TECHNOLOGY SERVICES AT INDIANA UNIVERSITY SOUTHEAST

New Albany - MASTER 2002

 

COMPUTING AND COMPUTER NETWORKING

1. Overall, how satisfied are you with the computing environment offered by Integrated Technology (IUS - IT) during the past year (e.g., public computing facilities, electronic mail, office computing, computer network, telephone consulting, World Wide Web, IUS - IT Support Services)? [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 IUS - IT systems and services to your work or study? [All] 

Not at All Important

 

 

 

 

 

Very Important

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

USER SUPPORT SERVICES

3. IUS - IT provides a wide range of assistance for computer users. Please indicate your satisfaction with these services during the past year by circling the appropriate response. [All]

 

 

Not at All Satisfied

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

IT - HelpDesk consulting

1

2

3

4

5

7

8

Specialized consulting assistance

1

2

3

4

5

7

8

UITS Knowledge Base

1

2

3

4

5

7

8

Communications and publications on paper

1

2

3

4

5

7

8

Availability of printed information concerning IUS - IT

1

2

3

4

5

7

8

Communications and publications via email

1

2

3

4

5

7

8

Availability of electronic information concerning IUS - IT

1

2

3

4

5

7

8

Education Programs, Hands-on Computing Classes

1

2

3

4

5

7

8

NETg online training

1

2

3

4

5

7

8

Getting software from IUS Bookstore ($5 per CD)

1

2

3

4

5

7

8

Content of IUWare CD-ROM

1

2

3

4

5

7

8

4. Overall, how satisfied are you with the IUS - IT user support services? [All] 

Not at All Important

 

 

 

 

 

Very Important

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

DEPARTMENTAL SUPPORT

5. IUS - IT provides a wide range of support and services directly to academic departments (e.g., equipment purchasing advice and assistance, hardware and software installation, printer service and repair ). Please indicate your satisfaction by circling the appropriate response. [F,Staff]  

Not at All Important

 

 

 

 

 

Very Important

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

6. IUS - IT maintains a number of computer facilities and services designated specifically for student use and instruction. Please indicate your overall satisfaction by circling the appropriate response.

 

 

Not at All Satisfied

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Hardware (computers, scanners, etc.) [All]

1

2

3

4

5

7

8

Software [All]

1

2

3

4

5

7

8

Consulting overall [All]

1

2

3

4

5

7

8

Knowledge & ability of Student Lab consultants [All]

1

2

3

4

5

7

8

Courtesy & helpfulness of Student Lab consultants [All]

1

2

3

4

5

7

8

Overall student computing support[All]

1

2

3

4

5

7

8

Locker space (network storage space) [All]

1

2

3

4

5

7

8

Audio-based learning facilities (language lab, etc.) [S,F]

1

2

3

4

5

7

8

Oncourse (Web-based learning environment) [S,F]

1

2

3

4

5

7

8

7. Overall, how satisfied are you with IUS - IT instructional and student technology services available at IUS? [All]  

Not at All Important

 

 

 

 

 

Very Important

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

ELECTRONIC MAIL

8. IUS - IT supports the Exchange/Outlook electronic mail (e-mail) system to send messages to others at IUS and worldwide. 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

9. 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

CLASSROOM TECHNOLOGY SERVICES

10. IUS - IT provides a number of services designed to facilitate the use of instructional technologies in the classroom. Please indicate your overall satisfaction by circling the appropriate response.[F]

 

 

Not at All Satisfied

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

IT support staff

1

2

3

4

5

7

8

IT classroom equipment

1

2

3

4

5

7

8

Projection & Computer Equipped Classrooms

1

2

3

4

5

7

8

11. IUS - IT provides videoconferencing technology (e.g. VIC, AAVS, Polycom, IHETS). Please indicate your overall satisfaction by circling the appropriate response.[All]

 

 

Not at All Satisfied

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Your experience with videoconferencing technology

1

2

3

4

5

7

8

Support services for videoconferencing

1

2

3

4

5

7

8

12. Classroom facilities vary from building to building and room to room. Overall, how satisfied are you with your classroom facilities (e.g. in terms of lighting, acoustics, furnishings, and aesthetics)? [F] 

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

13. 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

14. IUS - IT supports a number of information systems that support administrative services on campus. 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 [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 (http://insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.) [All]

1

2

3

4

5

7

8

Bursar bill payment through the automated telephone payment system [S]

1

2

3

4

5

7

8

Registration and Drop/Add using automated telephone system [S]

1

2

3

4

5

7

8

Registration on the Web [S]

1

2

3

4

5

7

8

15. Overall, how satisfied are you with student support systems made available at IUS (e.g., Online Catalog, INSITE, etc.)? [S]

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

16. Overall, how satisfied are you with the administrative support systems available at IUS? [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

17. IUS - IT supports access to and use of various LAN-based information services and tools. 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 IUS Web servers (www.ius.edu) 

1

2

3

4

5

7

8

Browsing on IUS Web servers (www.ius.edu) 

1

2

3

4

5

7

8

Personal Web home pages (www.ius.edu) 

1

2

3

4

5

7

8

IU Search (www.indiana.edu) 

1

2

3

4

5

7

8

IUS Events Calendar (http://events.iu.edu)

1

2

3

4

5

7

8

18. 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

19. IUS - IT provides campus networking, data activations, and repair 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 LAN connection [F,Staff]

1

2

3

4

5

7

8

Speed of office, laboratory, or classroom LAN connection [F,Staff]

1

2

3

4

5

7

8

Activation of new LAN connection [All]

1

2

3

4

5

7

8

Repair of LAN connection [All]

1

2

3

4

5

7

8

Web access [All]

1

2

3

4

5

7

8

Public laptop LAN connections [All]

1

2

3

4

5

7

8

Public laptop wireless LAN connections [All]

1

2

3

4

5

7

8

20. Overall, how satisfied are you with the IUS - IT network services available at IUS? [All]

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

TELEPHONE SERVICES

21. IUS - IT provides a wide range of telephone services to faculty, student, and staff customers. Please indicate your overall satisfaction by circling the appropriate response.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Campus Switchboard (941-2000) [All]

1

2

3

4

5

7

8

Telephone repair service [All]

1

2

3

4

5

7

8

In-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

Installation of on-campus LAN connections and telephones [F,Staff]

1

2

3

4

5

7

8

On-campus long distance service [F,Staff]

1

2

3

4

5

7

8

Voice mail services [F,Staff]

1

2

3

4

5

7

8

IUS-purchased cellular telephone services [F,Staff]

1

2

3

4

5

7

8

IUS-purchased pager services [F,Staff]

1

2

3

4

5

7

8

Monthly invoice format [F,Staff]

1

2

3

4

5

7

8

Campus telephone consulting [F,Staff]

1

2

3

4

5

7

8

Campus pay phones [All]

1

2

3

4

5

7

8

Campus ‘house’ phones [All]

1

2

3

4

5

7

8

University teleconference services [F,Staff]

1

2

3

4

5

7

8

22. Overall, how satisfied are you with the telephone services offered by IUS - IT during the past year? [All]

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

GENERAL ASSESSMENT AND USE

23. How helpful has the information technology environment at IUS 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

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

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

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

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

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

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

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

_______

hours

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

Novice

 

 

 

Expert

1

2

3

4

5

29. Do you have a computer at your home? [All]

Yes

No (if "No," GO TO Question #30)

                    a. What type of computer(s)? Please circle all that apply.

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): _____________________________

                           b. If you access IUS computing systems, please indicate the services you use. Please circle all that apply. [All]

1.

Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, Earthlink, SEI Data, Juno, Netzero, etc.)

2.

Modem attached to office/laboratory computer

3.

Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity (e.g., Ameritech, Verizon, Cingular, etc.)

4.

Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., Insight, etc.)

5.

Other (please specify): ________________________________________________

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

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

IMPROVEMENTS AND SUGGESTIONS

31. Are there additional comments you would like to make about IUS - IT services?

 

 

 

 

______________________________________________________________________________

32. If you would like an IT staff member to contact you to discuss any aspect of IUS - IT services, please fill in the information requested below. This information will be passed on to the IT office, but your survey responses will remain confidential.

Name: Phone:
E-mail: Question/Problem related to:

 

Thank You for Your Assistance!

 

Center for Survey Research

1022 East Third St.

Bloomington, IN. 47405