INFORMATION TECHNOLOGY SERVICES

 

IU KOKOMO USER SATISFACTION SURVEY

 

MASTER 2004

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 TECHNOLOGY SERVICES SURVEY ON INFORMATION SERVICES AT INDIANA UNIVERSITY, KOKOMO, INDIANA- MASTER 2004

            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. What type of computer do you have at your residence? [All]

1.

Intel-compatible computer running Windows 2000/XP

2.

Intel-compatible computer running other Windows operating Systems (e.g., NT, 98/ME)

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
(www.iuk.edu/exchange, www.exchange.iu.edu )

1 2 3 4 5 7 8

7. Which e-mail system do you use most often? [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. [All]

Always  Frequently  Occasionally
Never

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

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 (IU's Knowledge Base, IU's 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 overall

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
Network Digital Copiers 1 2 3 4 5 7 8
Network Printers              
Help Desk evening support (5:00pm - 7:00pm) 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 open computer lab in KO-048 and SM-102, and the computer classrooms in KO-054, KO-080, KO-082, KO-179 , SM-201 and SM-224. It also includes the desktops and lap tops introduced in the Library and LEC. These services and facilities are 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.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Computer lab/computer classroom hardware (computer, scanners, etc.) [S,F] 1 2 3 4 5 7 8
Computer lab/computer classroom software [S,F] 1 2 3 4 5 7 8
Computer lab consulting overall[S] 1 2 3 4 5 7 8
Knowledge and ability of computer lab consultants [S] 1 2 3 4 5 7 8
Courtesy and helpfulness of computer lab consultants [S] 1 2 3 4 5 7 8
Computer lab /computer classroom overall [S,F] 1 2 3 4 5 7 8
Computer lab/Library cluster availability [S] 1 2 3 4 5 7 8

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

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

CENTER FOR TEACHING EXCELLENCE

15. Center for Teaching Excellence (CTE) at IUK provides a number of services designed to facilitate the use of instructional technologies in the classroom. [F, Staff]

                    a. Have you used any of these services?

Yes

No (if "No," GO TO Question #16)

                    b. If you have consulted with Instructional Technologists, please indicate your overall satisfaction by circling the appropriate response.

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

                    c. The CTE provides training in Microsoft and selected other software (Outlook, Word, FrontPage, Excel, Access, Power Point, Photoshop, Fireworks, Flash, XHTML) and Oncourse. If you have received any                    of the following services from the Center, please indicate your satisfaction by circling the appropriate response.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

STEPS Training Courses (training in Software Products)

1

2

3

4

5

7

8

Oncourse Training Courses (not part of Tech Camp)

1

2

3

4

5

7

8

Special Technology Training (remote mouse, Vision)

1

2

3

4

5

7

8

Ease of access to Tech CTE Computer Room (KO 068)

1

2

3

4

5

7

8

Tech Camp

1

2

3

4

5

7

8

Individual (one-on-one) Training

1

2

3

4

5

7

8

Equipment (Hardware) in Tech CTE Computer Room (KO 068)

1

2

3

4

5

7

8

Software in CTE Computer Room (KO 068)

1

2

3

4

5

7

8

CTE Web Site (Technical Tips, Training Calendar, etc)

1

2

3

4

5

7

8

                    d. Over the past year, approximately how many times have you contacted a CTE Instructional Technologist?

_______

times

                    e. Over the past year, approximately how many times have you used the CTE Computer Room (KO 068)

_______

times

                    f. Overall, how satisfied are you with the support services supplied by the CTE?

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

CLASSROOR TECHNOLOGY SERVICES

16. IT at IUK provides support for twenty technology classrooms and Audio Visual Support. These include KA-105, KE-201, KO-072, KO-100, KO-110, KO-112, KO-150, KO-211, KO-276, KO-281, KO-287, KO-289, SM-101, SM-116, SM-125, SM-126, SM-129, SM-130, SM-209, and SM-226.

                    a. Have you ever taught in any of these classrooms? [F]

Yes

No (if "No," GO TO Question #17)

IT at IUK provides support for twenty technology classrooms and Audio Visual Support. These include KA-105, KE-201, KO-072, KO-100, KO-110, KO-112, KO-150, KO-211, KO-276, KO-281, KO-287, KO-289, SM-101, SM-116, SM-125, SM-126, SM-129, SM-130, SM-209, and SM-226. If you have taught in one of these technology classrooms, and used support services for those rooms, please indicate your level of satisfaction by marking the appropriate response. [F]

                    b. 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

                   c. 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

                    d. Your experience over the past year with Audio Visual Technicians

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

                    e. 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) and Indiana Higher Education Telecommunication System (IHETS). These include KO-111, KO-177, and KO-214.

                    a. Do you use this technology, or its support services?

Yes

No (if "No," GO TO Question #18)

If you use this technology, and support services, please indicate your overall satisfaction by marking the appropriate response.

                    b. Your experience over the past year with the VIC technology [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

                    c. Your experience over the past year with the support services for VIC [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

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

_______

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)? [S, 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 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 (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 marking the appropriate response.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Publishing on the IUK Web server (www.iuk.edu) [F, Staff] 1 2 3 4 5 7 8
Browsing on the IUK Web server (www.iuk.edu) [All] 1 2 3 4 5 7 8
IT Training (NETg) online training [All] 1 2 3 4 5 7 8
IUK Campus Calendar [All] 1 2 3 4 5 7 8
IU Search (search.iu.edu ) [All] 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 marking the appropriate response. [All]

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) 1 2 3 4 5 7 8
Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) 1 2 3 4 5 7 8
Data jack activations 1 2 3 4 5 7 8
Data jack repair services 1 2 3 4 5 7 8
Internet and Web (WWW) access 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 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 Welcome Center [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
Online 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 Helpful

     

Very Helpful

Cannot Evaluate

1 2 3 4 5 7

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

Not at All Helpful

     

Very Helpful

Cannot Evaluate

1 2 3 4 5 7

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

Not at All Helpful

     

Very Helpful

Cannot Evaluate

1 2 3 4 5 7

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]

Strongly Disagree

     

Strongly Agree

Cannot Evaluate

1 2 3 4 5 7

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

1 2 3 4 5 7

 

             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 marking the appropriate response.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

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 IUK's Central Printing [F, Staff]

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.

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 Kokomo

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