INFORMATION TECHNOLOGY SERVICES
IU SOUTH BEND USER SATISFACTION SURVEY
MASTER 2010
Click here for a printable version in Microsoft Word Format.
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.
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.
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: |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
|
Student Information Systems: |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
|
Student Information Systems: |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
|
Student Information Systems: |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
|
Student Information Systems: |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
|
Student Information Systems: |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
|
Human Resources Management System (HRMS): |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
|
Human Resources Management System (HRMS): |
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: |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
|
OneStart Portal: |
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 Caf) |
|
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