INFORMATION TECHNOLOGY SERVICES

IU EAST USER SATISFACTION SURVEY

MASTER 2004

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Instructions:
Please fill outreach 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 TECHNOLOGY SERVICES SURVEY ON INFORMATION SERVICES AT INDIANA UNIVERSITY EAST, RICHMOND, IN - MASTER 2004>

 

COMPUTING AND COMPUTER NETWORKING

1. Overall, how satisfied are you with the computing environment offered by the Information Technology at Indiana University, East (IT at IUE) during the past year (e.g., student computing facilities, electronic mail, staff and faculty computing environment, campus network, audio/video services, instructional technology, campus website 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 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. What is your class standing?

Freshman

Sophomore

Junior

Senior

Graduate

 

6. 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? [All]

 

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 IUE computing systems from off campus, please indicate the service you use. Please mark all that apply. [All]

 

1. Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, IQuest, INdynet, etc.)
2. Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity (e.g., SBC)
3. Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., Insight, Comcast, etc.)
4. Other (please specify): ________________________________________________

 

ELECTRONIC MAIL

 

7. IT supports a variety of electronic mail systems to send messages (e-mail) to others at IUE 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

Pine [All] 1 2 3 4 5 7 8
WebMail [All] 1 2 3 4 5 7 8
Microsoft Outlook Express [F,Staff] 1 2 3 4 5 7 8
Microsoft Outlook [F,Staff] 1 2 3 4 5 7 8
Other (e.g. Internet Explorer) [All] 1 2 3 4 5 7 8

 

8. Which e-mail system do you use most often?

 

Pine [All]   

WebMail [All]   

Microsoft Outlook Express [F.Staff]  

Microsoft Outlook [F,Staff]   

Other (please specify): __________________________      

 

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

 

Always  Frequently  Occasionally
Never

 

10. Overall, how satisfied are you with the electronic mail systems available at IU East? [All]

 

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1 2 3 4 5 7 8

 

USER SUPPORT SERVICES

 

11. 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

Online consulting resources (IU Knowledge Base, IUE IT webpages) 1 2 3 4 5 7 8
IU communications and publications on paper 1 2 3 4 5 7 8
IU News Vehicles (Newsbit, IT@IU, UITS items in JagNews) 1 2 3 4 5 7 8
IUE IT Weekly Announcement [F, Staff] 1 2 3 4 5 7 8
IUE IT Orientation Guide [F, Staff] 1 2 3 4 5 7 8

Knowledge and ability of IUE Help Desk consultants

1 2 3 4 5 7 8

Courtesy and helpfulness of IUE Help Desk consultants

1 2 3 4 5 7 8
IUE Help Desk overall 1 2 3 4 5 7 8
Education Program Hands-on Computing Classes (STEPS & PROSTEPS) 1 2 3 4 5 7 8
NETg online training 1 2 3 4 5 7 8
Getting software via IUWare Online 1 2 3 4 5 7 8
IUWare CD-ROM 1 2 3 4 5 7 8

 

12. Overall, how satisfied are you with the IT user support services available at IU East? [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

 

13. 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 Computer Lab hardware (computers, printers, etc.) [All] 1 2 3 4 5 7 8
Student Computer Lab software [All] 1 2 3 4 5 7 8
Knowledge and ability of Student Computer Lab consultants [All] 1 2 3 4 5 7 8
Courtesy and helpfulness of Student Computer Lab consultants [All] 1 2 3 4 5 7 8
Student Computer Labs overall [All] 1 2 3 4 5 7 8
Oncourse (Internet-based distributed learning environment): Availability [S,F] 1 2 3 4 5 7 8
Oncourse (Internet-based distributed learning environment): Features and functions [S,F] 1 2 3 4 5 7 8

 

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

 

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1 2 3 4 5 7 8

 

CLASSROOM TECHNOLOGY SERVICES

 

15. IT 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. [F]

 

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Knowledge and helpfulness of classroom technology service staff (from A/V services to smart classroom) 1 2 3 4 5 7 8
Usability of TLC equipment 1 2 3 4 5 7 8
Usability of VIC and other two-way video equipment 1 2 3 4 5 7 8
Usability of smart classroom equipment 1 2 3 4 5 7 8
Availability of the equipment 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 your classroom facilities (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

 

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

 

UNIVERSITY INFORMATION SERVICES

 

18. Through the University Information Services Division, IT 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 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
Information Access Services: Financial Data Retrieval System (FDRS) [F,Staff] 1 2 3 4 5 7 8
Information Access Services: 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

 

19. Overall, how satisfied are you with student support systems made available by University Information Services at IU East (e.g., INDYCA, INSITE, etc.)? [S]

 

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1 2 3 4 5 7 8

 

20. Overall, how satisfied are you with the administrative support systems available at IU East? [F,Staff]

 

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1 2 3 4 5 7 8

 

WEB-BASED INFORMATION SERVICES

 

21. IT supports access to and use of various web-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

Accessibility of the IUE Web site (www.iue.edu) [All] 1 2 3 4 5 7 8
Information available on the IUE Web site [All] 1 2 3 4 5 7 8
Publish information/web pages on the IUE Web site [F,Staff] 1 2 3 4 5 7 8
Ease of navigation of the IUE Web site [All] 1 2 3 4 5 7 8
IUE Search (http://www.iue.edu/search.shtml) [All] 1 2 3 4 5 7 8

 

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

 

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1 2 3 4 5 7 8

 

NETWORK SERVICES

 

23. IT provides campus networking for faculty and staff, 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

Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) [All] 1 2 3 4 5 7 8
Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) [All] 1 2 3 4 5 7 8
Reliability of campus wireless network connection [All] 1 2 3 4 5 7 8
Speed of campus wireless network connection [All] 1 2 3 4 5 7 8
Data jack activations [F,Staff] 1 2 3 4 5 7 8
Data jack repair services [F,Staff] 1 2 3 4 5 7 8

 

24. Overall, how satisfied are you with the IT network services available at IU East? [All]

 

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1 2 3 4 5 7 8

 

TELECOMMUNICATION SERVICES

 

25. IT provides a wide range of telephone services to the IU East 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

Telephone repair service [F,Staff] 1 2 3 4 5 7 8
Campus office telephone service [F,Staff] 1 2 3 4 5 7 8
Telephone equipment (telephone sets) [F,Staff] 1 2 3 4 5 7 8
Printed telephone directories [F,Staff] 1 2 3 4 5 7 8
Installation of campus office phone 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 [F,Staff] 1 2 3 4 5 7 8
Cellular telephone services [F,Staff] 1 2 3 4 5 7 8

 

26. Overall, how satisfied are you with the telecommunications services offered by IT during the past year (e.g., Long Distance Calling Service, Telephone Service, Telephone Features, Voice Mail, 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

 

27. How helpful has the information technology environment at IU East been in your teaching activities? [F]

 

Not at All Helpful

     

Very Helpful

Cannot Evaluate

1 2 3 4 5 7

 

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

 

Not at All Helpful

     

Very Helpful

Cannot Evaluate

1 2 3 4 5 7

 

29. How helpful has the information technology environment been in your learning experience at IU East? [S]

 

Not at All Helpful

     

Very Helpful

Cannot Evaluate

1 2 3 4 5 7

 

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

 

Strongly Disagree

     

Strongly Agree

Cannot Evaluate

1 2 3 4 5 7

 

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

 

 

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

1 2 3 4 5 7

 

32. Overall, how would you compare the quality of the services (including telecommunications, computing, and computer networking) offered by the IT department at IU East to previous years? [All]

 

Much Worse

 

About the Same

 

Significantly Improved

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 IU East 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

Knowledge and ability of Instructional Technologist at Teaching and Learning Center (TLC) [F,Staff] 1 2 3 4 5 7 8
Courtesy and helpfulness of Instructional Technologist at TLC
[F,Staff]
1 2 3 4 5 7 8
Workshops & trainings offered at TLC [F,Staff] 1 2 3 4 5 7 8
Teaching and Learning Center overall (TLC) [F,Staff] 1 2 3 4 5 7 8

 

IMPROVEMENTS AND SUGGESTIONS

 

34. Are there additional comments you would like to make about Information Technology services at IU East? [All]

 

 

 

 

______________________________________________________________________________

35. If you need an IT staff to contact you to discuss any aspect of IT services at IU East, please provide the information requested below. This information will be passed on to the IT office, but your survey responses will remain confidential. [All]

 

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 East

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