UITS

IU SOUTH BEND USER SATISFACTION SURVEY

MASTER 2007

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UNIVERSITY INFORMATION TECHNOLOGY SERVICES SURVEY ON INFORMATION SERVICES AT INDIANA UNIVERSITY SOUTH BEND - MASTER 2007


GENERAL USER SUPPORT SERVICES

1. Information Technologies (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 selecting the appropriate response. [All]

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
IT HelpDesk staff (DW 1245) - knowledge and ability [All] 1234578
IT HelpDesk staff (DW 1245) - courtesy & helpfulness [All] 1234578
IT HelpDesk staff - responsiveness [All] 1234578
Database programming and support [All] 1234578
IT Web pages [All] 1234578
Availability of information concerning IT computers and services [All] 1234578
STARTUP classes in computing labs [F,S] 1234578
Technology training classes provided through Extended Learning Services [F,Staff] 1234578
UCET Technology training classes [F] 1234578
IU Knowledge Base [All] 1234578
IUware Online [All] 1234578

2. Overall, how satisfied are you with the general IT user support services available at IU South Bend? [All]

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
1234578

STUDENT COMPUTING LABS

3. IT maintains a number of student computing labs designated specifically for student use and instruction. If you use such facilities and services, please indicate your satisfaction by selecting the appropriate response.

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
Student Computing Labs hardware [All] 1234578
Student Computing Labs software [All] 1234578
Availability of Student Computing Labs [All] 1234578
Knowledge and ability of Student Computing Labs consultants [All] 1234578
Courtesy and helpfulness of Student Computing Labs consultants [All] 1234578

4. Net Express workstations are located in hallways and lobbies on campus. Please indicate your satisfaction by selecting the appropriate response. [All]

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
1234578

5. If you have used one of our mobile laptop PC units in the classroom, please indicate your satisfaction by selecting the appropriate response. [All]

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
1234578

6. Overall, how satisfied are you with IT instructional and student computing labs available at IU South Bend? [All]

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
1234578

CLASSROOM TECHNOLOGY SERVICES

7. IT provides permanently installed classroom technology equipment and support for all generally-scheduled classrooms. If you use these facilities and services, please indicate your satisfaction by selecting the appropriate response. [F]

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
Classroom tech staff knowledge and ability 1234578
Classroom tech staff courtesy and helpfulness 1234578
Classroom tech staff - responsiveness 1234578
Classroom technology equipment 1234578

8. Overall, how satisfied are you with classroom technology services? [ALL]

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
1234578

9. Although IT is not directly responsible for the classroom facilities, overall, how satisfied are you with the physical characteristics of the generally-scheduled classrooms (e.g., lighting, acoustics, cleanliness, temperature, and projector screens)? [F, S]

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
1234578

WEB SERVICES

10. IT supports access to and use of various network-based information services and tools. If you use such facilities and services, please indicate your satisfaction by selecting the appropriate response. [All]

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
The IU South Bend homepage (www.iusb.edu) 1234578
Ease of navigation on IU South Bend Web site 1234578
Personal Web home pages (mypage.iusb.edu) 1234578

11. Overall, how satisfied are you with Web services? [All]

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
1234578

DATA / TELECOM SERVICES

12. IT provides campus networking, data activations, telephone service and phone repair. If you use such facilities and services, please indicate your satisfaction by selecting 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) [F,Staff] 1234578
Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,Staff] 1234578
Wireless network availability [All] 1234578
Wireless network reliability [All] 1234578
Campus Switchboard (520-4872 or 0) [All] 1234578
Telephone support staff knowledge and ability [F,Staff] 1234578
Telephone support staff courtesy and helpfulness [F,Staff] 1234578
Telephone support staff responsiveness [F, Staff] 1234578
Telephone equipment (e.g., telephone sets) [F,Staff] 1234578
Printed telephone directories [F,Staff] 1234578
Monthly invoice format [F,Staff] 1234578
Campus office voice mail services (520-4848) [F,Staff] 1234578

13. Overall, how satisfied are you with data and telecommunication services? [All]

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
1234578

GENERAL ASSESSMENT

14. How helpful has the information technology environment at IU South Bend been in your teaching activities? [F]

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
1234578

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

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
1234578

16. How helpful has the information technology environment at IU South Bend been in your learning experience? [S]

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
1234578

17. Overall, how satisfied are you with information technology services (including Help Desk, classroom technology, student labs, database support, office computers, Web-based information, network and telephone systems) offered by IU South Bend IT during the past year? [All]

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
1234578

UNIVERSITY INFORMATION TECHNOLOGY SERVICES

Many services are provided through University Information Technology Services (UITS) in Bloomington and Indianapolis for all IU campuses, including e-mail, Oncourse and administrative information systems.

ELECTRONIC MAIL

ELECTRONIC MAIL 18. IT supports a variety of electronic mail systems to send messages (e-mail) to others at IU and worldwide. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
Microsoft Exchange/Outlook [F,Staff] 1234578
WebMail/Cyrus [S] 1234578
Outlook Web Access [F,Staff] 1234578

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

Microsoft Exchange/Outlook [F,Staff] WebMail/Cyrus [S]
Outlook Web Access [F,Staff] Other (please specify) [All]

20. If IU e-mail is not your primary account, have you set it to automatically forward to your primary e-mail account? [All]

Yes No

21. How often do you check your IU e-mail? [All]

Several times a day Once a day Several times a week Once a week Less than once a week
12345

22. IT at IU provides an anti-spam service to quarantine potential spam e-mail. Indicate your overall satisfaction by selecting the appropriate response. [All]

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
1234578

23. Overall, how satisfied are you with the e-mail services provided by IU? [All]

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
1234578

ONCOURSE

24. 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 locations Do not use

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

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
1234578

RESEARCH AND ACADEMIC COMPUTING

25. Overall, how satisfied are you with the IU IT research computing services available centrally? [S,F]

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
1234578

UNIVERSITY INFORMATION SERVICES

26. 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 selecting 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) [All] 1234578
Student Information Systems: Academic Advising Services [All] 1234578
Student Information Systems: Register for Classes [S] 1234578
Student Information Systems: Bursar Services [S] 1234578
Student Information Systems: Financial Aid Services [S] 1234578
Human Resources Management System (HRMS): E-Doc Services [Staff] 1234578
Human Resources Management System (HRMS): TIME - IU time keeping system [F,Staff] 1234578
Financial Information System (FIS) [F,Staff] 1234578
IU Information Environment including Financial Data Retrieval System [F,Staff] 1234578
Library online catalog (INDYCAT/IUCAT) [All] 1234578
OneStart Portal: Navigation/Usability [All] 1234578
OneStart Portal: OneStart Calendar / Classifieds [S] 1234578

27. 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, etc.) [S, F]

Not at All
Satisfied
Very
Satisfied
Cannot
evaluate
Never heard
of service
1234578

28. 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
1234578

IMPROVEMENTS AND SUGGESTIONS

29. Are there additional comments you would like to make about Information Technologies? [All]

____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________


ABOUT YOU

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

Novice Expert
12345

31. Do you have a computer (laptop or desktop) at your residence? [All]

Yes No (if "No", GO TO Question #32)

a. What type of computer is it?

1. PC running Windows XP or Vista
2. PC running older versions of Windows
3. Apple Mac OS
4. LINUX
5. Other (please specify)

b. If you access IU South Bend IT computing resources from home, please indicate the service you use. Please mark all that apply.

1. Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity
2. Cable Modem Service from local cable television service provider that offers high-speed connectivity
3. Commercial Internet Service Provider for lower speed service, 56kb/s and below
7. Other (please specify)

c. If you bring a laptop to campus, do you:

Use it in the classroom? YesNo
Use the campus wireless network? YesNo

32. Please respond to the following items to give us a better understanding of you as a student at IU South Bend. [S]

a. How many classes do you take in a typical semester?

1 or 2 3 or 4 More than 4

b. Would you describe yourself as a:

Traditional student (entered college immediately after high school; 24 years or under) Non-traditional student (many years between high school and college; 25 years or older when starting college)

c. While a student, do you:

Work full-time Work part-time Have no paid employment

d. Are you a:

Male Female

33. How long have you been using computers? [All]

Less than one year 1-4 years 5-9 years 10-19 years 20 years or more
12345

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

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


Thank you for your assistance

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