INFORMATION TECHNOLOGY SERVICES

 

IUSB USER SATISFACTION SURVEY

 

MASTER 2003

Click here for a printable version in Microsoft Word Format.

Instructions:

Please fill out each question as completely as possible by marking your answers in the box 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 TECHNOLOGIES SERVICES SURVEY ON INFORMATION SERVICES
AT INDIANA UNIVERSITY SOUTH BEND - MASTER 2003

COMPUTING AND COMPUTER NETWORKING

1. Overall, how satisfied are you with the computing environment offered by Information Technologies (IT) during the past year (e.g., Student computing facilities, electronic mail, computer network, telephone consulting at the HelpDesk (237-4362), World Wide Web)? [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 systems and services 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): _____________________________

            b. If you access IT computing systems, please indicate the service you use. Please mark all that apply. [All]

1.

IT modem pool (237-0508)

2.

IT express modem pool (237-4809)

3.

IT Elkhart modem pool (295-5929)

4.

Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, IQuest, INdynet, etc.)
5. Departmental modem pool or modem attached to office/laboratory workstation
6. Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity (e.g., Ameritech)
7. Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., ATT, Insight, Comcast, etc.)

8.

Other (please specify): ________________________________________________

ELECTRONIC MAIL

6. IT supports a variety of electronic mail systems to send messages (e-mail) to others at IUSB and worldwide. If you use such facilities and services, please indicate your overall satisfaction by marking the appropriate response. 

  Not at All Satisfied      

Very Satisfied

Cannot Evaluate

Never Heard of Service

Outlook [All]

1

2

3

4

5

7

8

WebMail [S]

1

2

3

4

5

7

8

Pine (the mailer on the IT Linux computers) [All]

1

2

3

4

5

7

8

Eudora [All]

1

2

3

4

5

7

8

Web browser (e.g. Netscape, Internet Explorer) [All]

1

2

3

4

5

7

8

 

7. Which e-mail system do you use most often (please mark one)?

Outlook [F,S] WebMail [S] Pine Mail [All]
Eudora[All] Web browser [All] Other (please specify): ____________[All]

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

Always  Frequently  Occasionally

9. Overall, how satisfied are you with the electronic mail systems available at IUSB? [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 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 marking the appropriate response. [All]

  Not at All Satisfied      

Very Satisfied

Cannot Evaluate Never Heard of Service
Telephone consulting (IT HelpDesk, 237-4362)

1

2

3

4

5

7

8

Walk-in consulting at IT HelpDesk (NS1245)

1

2

3

4

5

7

8

Online consulting resources (IT Web Site, Computing Help Online)

1

2

3

4

5

7

8

IT communications and publications on paper

1

2

3

4

5

7

8

IT online Newsletter

1

2

3

4

5

7

8

Availability of information concerning IT computers and services

1

2

3

4

5

7

8

Education Program Hands-on Computing Classes (STARTUPS)

1

2

3

4

5

7

8

IT-funded Con Ed Technology Training Classes

1

2

3

4

5

7

8

IUWare CD-ROM

1

2

3

4

5

7

8

11.Overall, how satisfied are you with the IT user support services available at IUSB? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

12. IT maintains a number of computer facilities and services designated specifically for student use and instruction. If you use such facilities and services, please indicate your overall satisfaction by marking the appropriate response.

  Not at All Satisfied       Very Satisfied Cannot Evaluate Never Heard of Service
Student Computing Labs hardware [All]

1

2

3

4

5

7

8

Student Computing Labs software [All]

1

2

3

4

5

7

8

Student Computing Labs consulting overall [All]

1

2

3

4

5

7

8

Knowledge and ability of Student Computing Labs consultants [All]

1

2

3

4

5

7

8

Courtesy and helpfulness of Student Computing Labs consultants [All]

1

2

3

4

5

7

8

Student Computing Labs overall [All]

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

13. Overall, how satisfied are you with IT instructional and student computing services available at IUSB? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

CLASSROOM TECHNOLOGY SERVICES

14. IT, through Instructional Media Services (IMS), provides a number of services designed to facilitate the use of information technologies in the classroom. If you use these facilities and services, please indicate your overall satisfaction by marking the appropriate response.

  Not at All Satisfied       Very Satisfied

Cannot Evaluate

Never Heard of Service
Instructional Media Services staff [F]

1

2

3

4

5

7

8

Instructional Media Services classroom equipment [F]

1

2

3

4

5

7

8

Advanced Technology Classrooms [F]

1

2

3

4

5

7

8

15. IT provides technology support for Distributed Education: the Virtual Indiana Classrooms (VIC). If you use this technology, and support services, please indicate your overall satisfaction by marking the appropriate response.

  Not at All Satisfied       Very Satisfied Cannot Evaluate Never Heard of Service
Your experience with VIC technology [All]

1

2

3

4

5

7

8

Support services for VIC [All] 

1

2

3

4

5

7

8

16. Classroom facilities vary from building to building and room to room. Overall, how satisfied are you with presentation technology in classrooms (e.g., lighting, acoustics, and projector screens)? [F]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

17. 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

RESEARCH AND ACADEMIC COMPUTING

18.  Overall, how satisfied are you with the UITS research computing services available centrally? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

UNIVERSITY INFORMATION SERVICES 

19. IT Computing Services helps to support 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 marking 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 (http://insite.indiana.edu, 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

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

1

2

3

4

5

7

8

20. Overall, how satisfied are you with student support systems made available at IUSB by University Information Services (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

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

22. IT 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 marking the appropriate response. [All]

  Not at All Satisfied       Very Satisfied Cannot Evaluate Never Heard of Service
Publishing on IT Web servers (www.iusb.edu)

1

2

3

4

5

7

8

Browsing on IT Web servers (www.iusb.edu)

1

2

3

4

5

7

8

Personal Web home pages

1

2

3

4

5

7

8

Usenet news groups

1

2

3

4

5

7

8

23. 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

24. IT provides campus networking,, dial-in modem, data activations, and repair services. If you use such facilities and services, please indicate your overall satisfaction by marking the appropriate response.

  Not at All Satisfied       Very Satisfied Cannot Evaluate Never Heard of Service
Dial-in modem services [All]

1

2

3

4

5

7

8

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

25. Overall, how satisfied are you with the IT network services available at IUSB? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

VOICE SERVICES

26. The Telecommunications Division of IT provides a wide range of telephone services to faculty, student, and staff customers. If you use such facilities and services, please indicate your overall satisfaction by marking the appropriate response.

  Not at All Satisfied       Very Satisfied Cannot Evaluate Never Heard of Service
Campus Switchboard (237-4111 or 0) [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

Installation of campus office data 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 services (237-4848) [F,Staff]

1

2

3

4

5

7

8

Monthly invoice format [F,Staff]

1

2

3

4

5

7

8

Campus office telephone service consulting [F,Staff]

1

2

3

4

5

7

8

27. Overall, how satisfied are you with the services offered by the Telecommunications Division of IT 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

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

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

1

2

3

4

5

7

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

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

1

2

3

4

5

7

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

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

1

2

3

4

5

7

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

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

1

2

3

4

5

7

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

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

1

2

3

4

5

7

NON-IT SERVICES

33. Departments other than IT offer computing services that are important to the functioning of the IUSB computing environment. If you use such facilities and services, please indicate your satisfaction by marking the appropriate response.

  Not at All Satisfied       Very Satisfied Cannot Evaluate Never Heard of Service
Computing support personnel employed by your department [F,Staff]

1

2

3

4

5

7

8

Continuing Education Training [S,F]

1

2

3

4

5

7

8

Center for Teaching and Learning (UCET) [F]

1

2

3

4

5

7

8

IMPROVEMENTS AND SUGGESTIONS

34. Are there additional comments you would like to make about Information Technologies?


_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

35. If you need an IT staff member to contact you to discuss any aspect of Information Technology services at IU South Bend, please provide 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

We hope your comments will contribute to an improved information technology environment at IU South Bend.

Please mail completed questionnaire to:
Center for Survey Research
1022 East Third St.
Bloomington, IN. 47405