UITS

IU Northwest User Satisfaction Survey

Master 2008

Click here for a printable version in Microsoft Word Format.

Welcome to the Information Technology User Satisfaction Survey 2008

To open the survey, please enter your Survey ID and Password in the boxes below and click on the "Login" button. If you have any problems accessing the survey, please e-mail csr@indiana.edu or call 1-888-226-9234.

What it’s about--

This survey of IU Northwest faculty, staff and students is being conducted to assess and improve the services that IT offers. Your judgments about the quality of our services are important because they help us identify the areas in which we are succeeding, point to the services we need to improve, and highlight the areas in which we need to offer new services. Your considered evaluation of our services is even more important because of the continuing reduction in funding for IT and its services by the State. Please be assured that your answers are confidential and no individual's answers will ever be identified in any report. Your participation is voluntary. Your decision to participate will in no way affect your standing with the university.

If you need to exit the survey before finishing, you can return at a later time. When you return, use the "Continue" button to review your previous answers and return to where you exited. You may also view a PDF of the complete survey questionnaire or print this screen. If you have any questions or concerns about the study, please e-mail csr@indiana.edu.

On to the survey—

If you have read this form and agree to take part in this survey, please click the "Proceed to the survey" button.

1. Proceed to the survey
2. I do not wish to participate

Please answer each question as completely as possible by selecting your answers in the circle or 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 select 7 for "cannot evaluate" this service. If you have no knowledge of the service in question, please select 8 for "never heard of service" rather than not answering the question.



COMPUTING AND COMPUTER NETWORKING

1. Overall, how satisfied are you with the computing environment offered by Information Technology Services (IUNITS) during the past year (e.g., Student Technology Centers, computer equipped classrooms, electronic mail, computer network, telephone consulting at 981-HELP, World Wide Web)? [All]

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

2. Overall, how important are Information Technology systems and services to your work or study? [All]

Not at all important Very important Cannot evaluate Never heard of service
1234578

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

Novice Expert
12345

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

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

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

Less then 1 hour 1-5 hours 6-10 hours 11-15 hours 16-20 hours Over 20 hours
123456

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 # 8)

a. What type of computer do you have at your residence? (Please select all that apply.) [All]

1. PC running Windows Vista
2. PC running Windows XP
3. PC running other Windows operating Systems (e.g. , NT, 98/ME,2000)
4. Apple Macintosh
5. Unix workstation (including microcomputers running LINUX)
6. Other (Please specify): _________

b. If you access IUN computing systems from home, please indicate the service you use. (Please select all that apply.) [All]

1. Local modem pool
2. Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, NetNitco, etc.)
3. High Speed DSL or cable modem connection (e.g., Comcast)
4. Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., TCI, SBC, etc.)
5. Other (please specify): _________

7. Do you use a laptop computer while on campus? [All]

Yes No (if "No" go to Question # 8) I don't own a laptop computer

a. If you bring a laptop computer to campus, how do you access the network? [ALL]

1. Wireless
2. I don't plug into the network

ELECTRONIC MAIL

8. UNITS supports a variety of electronic mail systems to send messages (e-mail) to others at IUN 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
IU WebMail [All] 1234578
Microsoft Exchange/Outlook [F,Staff] 1234578
Outlook Web Access [F,Staff] 1234578

9. Which e-mail system do you use most often for university business? (Please mark only one.)

1. IU WebMail [All]
2. Microsoft Exchange/Outlook [F,Staff]
3. Outlook Web Access [F,Staff]
4. Other (please specify) __________ [All]

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

Always Frequently Occasionally Never
1234

11. How satisfied are you with the following email services? [All]

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Anti-spam service to move spam e-mail into a special folder 1234578
Central e-mail list server (Listserv)? 1234578

12. Overall, how satisfied are you with the electronic mail systems available at IUN? [All]

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578


USER SUPPORT SERVICES

13. IUNITS 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
Telephone consulting (IUNITS Support Center, 981-HELP, formerly "Help Desk") 1234578
Walk-in consulting at IUNITS Support Center (Raintree 204, account services, E-mail, microcomputer assistance, academic software installation) 1234578
Online consulting resources (Support Center Web Site, Knowledge Base, Computing Help Online) 1234578
Online account creation process for central UITS computers 1234578
UITS communications and publications on paper 1234578
Availability of information concerning IUNITS computers and services 1234578
IT Awareness events (e.g., Making IT Happen) 1234578
IT Training and Hands-On Computing Classes 1234578
NETg online training 1234578
Getting software downloads via IUWare Online 1234578
Purchasing software at a discounted rate through the Barnes & Noble Bookstore at IUN 1234578

14. Overall, how satisfied are you with the user support services available at IUN? [All]

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578


STUDENT TECHNOLOGY CENTERS

15. IUNITS maintains computer facilities and services designated specifically for student use. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response. (Note: Student Technology Centers, or STCs, were formerly known as Open Computer Labs.) [S]

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Student Technology Centers hardware (computers, scanners, etc.) 1234578
Student Technology Centers software 1234578
Lab printers 1234578
Library Commons 1234578
Availability of student computers where and when you need access 1234578
Knowledge and ability of Student Technology Centers consultants 1234578
Courtesy and helpfulness of Student Technology Centers consultants 1234578
Student Technology Centers overall 1234578

16. Overall, how satisfied are you with Student Technology Center services available at IUN? [S]

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578


CLASSROOM TECHNOLOGY SERVICES

17. IUNITS 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 selecting the appropriate response. [F]

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Instructional Media Services classroom equipment 1234578
Advanced Technology (Multi-media) Classrooms 1234578
Video Teleconferencing for meetings 1234578
Video Teleconferencing for distance education courses 1234578
Video production (editing, taping) 1234578
Media duplication services 1234578
Your experience with video teleconferencing technology 1234578
Support services for video teleconferencing 1234578
Instructional Media Services Staff 1234578

18. Over the current academic year, did you teach in one of the technology classrooms? [F]

Yes: No (if "No," GO TO Question #21)

a. How often do you use the following devices in the technology classrooms? [F]

  Never Occasionally Frequently Always
Computer/Projector 1234
Document camera 1234
Your own laptop 1234
VCR 1234
DVD 1234

19. 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
1234578

20. Overall, how satisfied are you with instructional technology support available in classrooms over the past year (e.g. delivery of equipment, permanent class room equipment equipment ordering procedures, support staff, selection of equipment)? [F]

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578


ENTERPRISE SOFTWARE

21. Through the Enterprise Software (ES) Division, UITS supports a number of information systems in support of administrative and academic services on campus. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

Academic Systems: Student Information Systems Not at all satisfied Very satisfied Cannot evaluate Never heard of service
General functionality (Admissions, Advising, Bursar, Records, Financial Aid) [F, Staff] 1234578
Academic Advising Services [F, Staff] 1234578
Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [S] 1234578
Faculty Services (rosters, grades) [F] 1234578
Oncourse CL (Web-based distributed learning environment) [S,F] 1234578
Library online catalog (INDYCAT/IUCAT) [All] 1234578

Business Systems: Human Resources Management System (HRMS) Not at all satisfied Very satisfied Cannot evaluate Never heard of service
E-Doc Services [Staff] 1234578
General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic W-2, etc.) [F, Staff] 1234578

Business Systems: Fiscal Systems Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Financial Information System (FIS) [F, Staff] 1234578
Purchasing/Accounts Payable (EPIC) [F, Staff] 1234578
Travel System [F, Staff] 1234578
Maintenance Management System (MMS) [Staff] 1234578
E-Commerce Systems [All] 1234578

Integration Systems Not at all satisfied Very satisfied Cannot evaluate Never heard of service
IU Information Environment (IUIE) [F, Staff] 1234578
OneStart Portal: Navigation/Usability [All] 1234578
OneStart Calendar / Classifieds [All] 1234578

22. Overall, how satisfied are you with academic systems made available by Enterprise Software at IUN (e.g., Oncourse CL, student self-service, IUCAT, etc.) [S,F]

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

23. Overall, how satisfied are you with the business systems available at IUN? [Staff]

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578


WEB-BASED SERVICES

24. IUNITS 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 selecting the appropriate response. [All]

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Publishing on IUN Web servers (www.iun.edu) 1234578
Browsing on IUN web site (www.iun.edu) 1234578
Personal Web home pages 1234578
IU Search (search.iu.edu) 1234578
IUN Calendar (http://www.iun.edu/~cal) 1234578
IUN Web applications (e.g., events scheduler, schedule of classes) 1234578

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

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578


DATA NETWORK SERVICES

26. IUNITS provides campus networking, limited dial-in modem, data activations, and repair services. 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
Dial-in modem service [All] 1234578
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
Data jack activations [All] 1234578
Data jack repair services [All] 1234578
Internet and Web (WWW) access [All] 1234578
Wireless network access [All] 1234578

27. Overall, how satisfied are you with the speed and reliability of data network services available at IUN? [All]

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

VOICE SERVICES

28. The Telecommunications Division of IUNITS 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 selecting the appropriate response.

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Campus Switchboard [All] 1234578
Telephone repair service [F,Staff] 1234578
Campus emergency telephone service [All] 1234578
Telephone equipment (e.g., telephone sets) [F,Staff] 1234578
Centrally printed telephone directories [F,Staff] 1234578
Laminated quick phone list [F, Staff] 1234578
Installation of campus office data jacks and telephones [F,Staff] 1234578
Campus office long distance service [F,Staff] 1234578
Campus office voice mail services (274-6245) [All] 1234578
Monthly invoice format [F,Staff] 1234578
Campus office telephone service consulting [F,Staff] 1234578
Teleconference service [F,Staff] 1234578

29. Overall, how satisfied are you with the services offered by the Telecommunications Division of IUNITS 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
1234578


GENERAL ASSESSMENT

30. Please state your level of agreement with the following statement(s) concerning your experience at IUN:

   a. I am given class assignments that require the use of computers.[S]

Strongly disagree Strongly disagree Cannot evaluate
123457

   b. Enough training is available in the use of technological tools required for class. [S, F]

Strongly disagree Strongly disagree Cannot evaluate
123457

   c. Instructors make adequate use of technology in the courses they teach. [S]

Strongly disagree Strongly disagree Cannot evaluate
123457

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

Not at all helpful Very helpful Cannot evaluate
123457

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

Not at all helpful Very helpful Cannot evaluate
123457

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

Not at all helpful Very helpful Cannot evaluate
123457

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

Strongly disagree Strongly disagree Cannot evaluate
123457

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

Not at all satisfied Very satisfied Cannot evaluate
123457

IMPROVEMENTS AND SUGGESTIONS

36. Are there additional comments you would like to make about University Information Technology Services? [ALL]

___________________________________________________________________________________________

___________________________________________________________________________________________

___________________________________________________________________________________________


37. If you need an IT staff member to contact you to discuss any aspect of Information Technology Services at IU Northwest 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: _______________________


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