INFORMATION TECHNOLOGY SERVICES

 

IU SOUTH BEND USER SATISFACTION SURVEY

 

MASTER 2010

Click here for a printable version in Microsoft Word Format.

 

Welcome to the Information Technology User Satisfaction Survey 2010

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 itŐs about--

This survey of IU South Bend 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 are interested in previous survey results, visit http://www.indiana.edu/~regitsur/.

If you need to exit the survey before finishing, you can return at a later time. 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 "Cannot evaluate". If you have no knowledge of the service in question, please select "Never heard of service" rather than not answering the question.

 

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]

1

2

3

4

5

7

8

IT HelpDesk staff (DW 1245) - courtesy & helpfulness [All]

1

2

3

4

5

7

8

IT HelpDesk staff (DW 1245) - responsiveness [All]

1

2

3

4

5

7

8

Database programming and support [All]

1

2

3

4

5

7

8

IT Web pages [All]

1

2

3

4

5

7

8

Availability of information concerning IT computers and services [All]

1

2

3

4

5

7

8

STARTUP classes in computing labs [F,S]

1

2

3

4

5

7

8

Technology training classes provided through Extended Learning Services [F,Staff]

1

2

3

4

5

7

8

UCET Technology training classes [F]

1

2

3

4

5

7

8

IU Knowledge Base [All]

1

2

3

4

5

7

8

IUware Online  [All]

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

 

 

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]

1

2

3

4

5

7

8

Student Computing Labs software [All]

1

2

3

4

5

7

8

Availability of Student Computing Labs [All]

1

2

3

4

5

7

8

Knowledge and ability of Student Computing Labs consultants [All]

1

2

3

4

5

7

8

Courtesy and helpfulness of Student Computing Labs consultants [All]

1

2

3

4

5

7

8

Cleanliness of Computing Labs

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

 

 

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

1

2

3

4

5

7

8

Classroom tech staff – courtesy and helpfulness

1

2

3

4

5

7

8

Classroom tech staff - responsiveness

1

2

3

4

5

7

8

Classroom technology equipment

1

2

3

4

5

7

8

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

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

DATA / TELECOM SERVICES

9. 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] 

1

2

3

4

5

7

8

Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,Staff] 

1

2

3

4

5

7

8

Wireless network availability [All]

1

2

3

4

5

7

8

Wireless network reliability [All]

1

2

3

4

5

7

8

Campus Switchboard (520-4872 or 0) [All]

1

2

3

4

5

7

8

Telephone support staff – knowledge and ability [F,Staff]

1

2

3

4

5

7

8

Telephone support staff – courtesy and helpfulness [F,Staff]

1

2

3

4

5

7

8

Telephone support staff – responsiveness [F, Staff]

1

2

3

4

5

7

8

Telephone equipment (e.g., telephone sets) [F,Staff]

1

2

3

4

5

7

8

Online  telephone directories [F,Staff]

1

2

3

4

5

7

8

Campus office voice mail services (520-4848) [F,Staff]

1

2

3

4

5

7

8

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

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

GENERAL ASSESSMENT

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

Not at All helpful

 

 

 

Very helpful

Cannot Evaluate

1

2

3

4

5

7

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

Not at All helpful

 

 

 

Very helpful

Cannot Evaluate

1

2

3

4

5

7

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

Not at All helpful

 

 

 

Very helpful

Cannot Evaluate

1

2

3

4

5

7

14. 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

1

2

3

4

5

7

 

ELECTRONIC MAIL

15. 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

Imail [S]

1

2

3

4

5

7

8

Umail [S]

1

2

3

4

5

7

8

Microsoft Exchange/Outlook [F,Staff]

1

2

3

4

5

7

8

Outlook Web Access [F,Staff]

1

2

3

4

5

7

8

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

 

a)     Microsoft Exchange/Outlook [F Staff]

b)     Outlook Web Access [F, Staff]

 

17. 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 

18. 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

1

2

3

4

5

19. 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

1

2

3

4

5

7

8

20. 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

1

2

3

4

5

7

8

 

ONCOURSE

21. 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

1

2

3

4

5

7

8

 

RESEARCH AND ACADEMIC COMPUTING

22. 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

1

2

3

4

5

7

8

 

UNIVERSITY INFORMATION SERVICES 

23. 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]

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]

1

2

3

4

5

7

8

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

Faculty Annual Report (FAR) [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

Library online catalog (INDYCAT/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

24. 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

1

2

3

4

5

7

8

25. 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

IMPROVEMENTS AND SUGGESTIONS

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


_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

 

27. What IT-related needs or expectations do you have that arenŐt being met? [All]

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

 

 

 

 

ABOUT YOU

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

Novice

 

 

 

Expert

1

2

3

4

5

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

Yes

No (if "No," GO TO Question #30)

            a. What type of computer is it? (Select all that apply)

1.

Computer running Windows

2.

Apple Macintosh or compatible

3.

Unix workstation

4.

Other (Please specify): _____________________________

b. If you have a laptop, do you bring it to campus? (if ŇNoÓ or ŇI donŐt own a laptop computerÓ GO TO Question #30

Yes

No

I don't own a laptop computer

            c. Where do you usually use it?

1.

Classrooms

2.

Library

3.

Food Service areas (including The Grille, Quiet Lounge, Courtside CafŽ)

4.

Other (Please specify): _____________________________

 

30. 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

         

31. 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

1

2

3

4

5

32. If you would like 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

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