UITS

IUS USER SATISFACTION SURVEY

MASTER 2005

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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. There are no neutral options. If you are not familiar enough with a particular service to make an evaluation, please mark 7 for cannot evaluate this service. If you have no knowledge of the service in question, please mark 8 for never heard of service rather than not answering the question.

INFORMATION TECHNOLOGY SURVEY ON TECHNOLOGY SERVICES AT INDIANA UNIVERSITY SOUTHEAST

New Albany - MASTER 2005

COMPUTING AND COMPUTER NETWORKING

1. Overall, how satisfied are you with the computing environment offered by Information Technology (IUS - IT) during the past year (e.g., computing facilities, e-mail, office computing, computer network, IT Help Desk)? [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 marking the appropriate response. [All]

 

 

Not at All Satisfied

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

IT - Help Desk consulting

1

2

3

4

5

7

8

Specialized consulting assistance

1

2

3

4

5

7

8

IU Knowledge Base

1

2

3

4

5

7

8

IT communications and publications on paper

1

2

3

4

5

7

8

Availability of printed information concerning IT

1

2

3

4

5

7

8

IT communications and publications via e-mail

1

2

3

4

5

7

8

Availability of Web-based information concerning IT

1

2

3

4

5

7

8

Computing classes through Human Resources

1

2

3

4

5

7

8

Online training resources

1

2

3

4

5

7

8

Purchasing software from IUS Bookstore

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 marking 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 marking 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

Network storage space (CFS or J drive) [All]

1

2

3

4

5

7

8

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

8. Oncourse, a tool for creating and maintaining web-based teaching and learning resources, is available to faculty and students at Indiana University. Respond to the following in reference to your experience with Oncourse. [F, S]

                   a. From where do you connect to Oncourse?

Campus
Home
Both location
Do not use

 

                   b. Indicate your level of satisfaction with Oncourse at IU?  

Not at All Important

 

 

 

 

 

Very Important

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

ELECTRONIC MAIL

9. IU supports the Exchange/Outlook email system for faculty and staff, and the Webmail system for students. Please indicate your overall satisfaction by marking the appropriate response.

 

 

Not at All Satisfied

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Microsoft Exchange/Outlook [F, Staff]

1

2

3

4

5

7

8

Outlook Web access [F, Staff]

1

2

3

4

5

7

8

Webmail access [S]

1

2

3

4

5

7

8

10. UITS provides an anti-spam service to quarantine potential spam e-mail. If you use this service, indicate your overall satisfaction by marking the appropriate response. [All]

Not at All Important

 

 

 

 

 

Very Important

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

11. 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
Never

CLASSROOM TECHNOLOGY SERVICES

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

 

 

Not at All Satisfied

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

IT-Media Services support staff

1

2

3

4

5

7

8

IT mobile AV equipment (computer/projection carts)

1

2

3

4

5

7

8

Classrooms with permanently installed AV equipment

1

2

3

4

5

7

8

13. IUS - IT provides videoconferencing technology (Polycom). Please indicate your overall satisfaction by marking 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

14. Classroom facilities vary from building to building and room to room. Overall, how satisfied are you with your classroom facilities (e.g. 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

15. 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

16. Through the University Information Services Division, UITS 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

Student Information Systems:
General functionality (Admissions, Advising, Bursar, Records, Financial Aid) [Staff]

1

2

3

4

5

7

8

Student Information Systems:
Academic Advising Services [All]

1

2

3

4

5

7

8

Student Information Systems:
Register for Classes [S]

1

2

3

4

5

7

8

Student Information Systems:
Bursar Services [S]

1

2

3

4

5

7

8

Student Information Systems:
Financial Aid Services [S]
             

Student Information Systems:
Faculty Services (rosters, grades) [F]

1

2

3

4

5

7

8

Human Resources Management System (HRMS):
E-Doc Services [Staff]

1

2

3

4

5

7

8

Human Resources Management System (HRMS):
TIME - IU time keeping system [F,Staff]

1

2

3

4

5

7

8

Financial Information System (FIS) [F,Staff]

1

2

3

4

5

7

8

IU Information Environment including Financial Data Retrieval System [F,Staff]

1

2

3

4

5

7

8

Purchasing/Accounts Payable [F,Staff]

1

2

3

4

5

7

8

Library online catalog (IUCAT) [All]

1

2

3

4

5

7

8

OneStart Portal:
Navigation/Usability [All]

1

2

3

4

5

7

8

OneStart Portal:
OneStart Calendar / Classifieds [S]

1

2

3

4

5

7

8

17. Overall, how satisfied are you with student support systems made available by University Information Services at IU? (e.g., online schedule of classes, financial aid, registration, add/drop, IUCAT, INSITE, etc.) [S, F]

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

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

19. IUS - IT supports access to and use of various Web services and tools. Please indicate your overall satisfaction by marking the appropriate response.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Publishing to IUS Web sites using Empower [Staff]

1

2

3

4

5

7

8

Browsing on IUS Web sites (www.ius.edu) [All]

1

2

3

4

5

7

8

Personal Web pages (homepages.ius.edu) [F,S]

1

2

3

4

5

7

8

Search feature on IUS Web site [All]

1

2

3

4

5

7

8

IUS Events Calendar [All]

1

2

3

4

5

7

8

20. 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

 

DATA NETWORK SERVICES

21. IUS - IT provides campus networking, data activations, and repair 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 network [F,Staff]

1

2

3

4

5

7

8

Speed of network [F,Staff]

1

2

3

4

5

7

8

Repair of network connection [All]

1

2

3

4

5

7

8

Web access [All]

1

2

3

4

5

7

8

Wireless network access [All]

1

2

3

4

5

7

8

22. 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

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

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Campus Switchboard (941-2000 or 0) [All]

1

2

3

4

5

7

8

Telephone support service [F,Staff]

1

2

3

4

5

7

8

In-office telephone repair [F,Staff]

1

2

3

4

5

7

8

Telephone equipment (e.g. 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 office network and telephone connections [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 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

24. 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

PRINTING AND COPYING SERVICES

25. IUS - IT supports all networked printers and multi-function printer/copiers on campus as well as the IUS Copy Center. Please indicate your overall satisfaction by marking the appropriate response. [All]

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Shared HP laser printers in office work groups or student computing areas [All]

1

2

3

4

5

7

8

Savin multi-function printer/copiers in office work groups or student computing areas [All]

1

2

3

4

5

7

8

Quality of printed pages [All]

1

2

3

4

5

7

8

Faxing at printer/copiers [F, Staff]

1

2

3

4

5

7

8

Scan-to-email at printer/copiers [F, Staff]

1

2

3

4

5

7

8

Your experience with the IUS Copy Center (P&D) [All]

1

2

3

4

5

7

8

Courtesy & helpfulness of IUS Copy Center staff [All]

1

2

3

4

5

7

8

26. Overall, how satisfied are you with printing and copying services? [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 IUS been in your teaching activities? [F]

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

1

2

3

4

5

7

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

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

1

2

3

4

5

7

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

Not at All Satisfied

 

 

 

Very Satisfied

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 IUS. [S]

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

1

2

3

4

5

7

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

_______

hours

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

Novice

 

 

 

Expert

1

2

3

4

5

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

Yes

No (if "No," GO TO Question #34)

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

1.

Personal computer running Windows 95, 98/ME

2.

Personal computer running Windows NT, Windows 2000, or Windows XP

3.

Apple Macintosh or compatible

4.

Unix workstation (including microcomputers running LINUX)

5.

Other (Please specify): _____________________________

         b. If you access IUS computing systems from off-campus, please indicate the services 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, Earthlink, SEI Data, Juno, Netzero, etc.)

2.

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

3.

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

4.

Other (please specify): ________________________________________________

34. Overall, how satisfied are you with the information technology services (including computing, and computer networking, and telecommunications) 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

35. Are there additional comments you would like to make about IUS - IT services? [All]

 

 

 

 

______________________________________________________________________________

36. If you would like an IT staff member to contact you to discuss any aspect of Information Technology services as IU Southeast, 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 Southeast.

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