2011 IT User Satisfaction Survey

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WELCOME TO THE INFORMATION TECHNOLOGY USER SATISFACTION SURVEY

To open the survey, please enter your Login code the box 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.

STUDY INFORMATION

This survey of IU Kokomo 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. 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.

1. I agree, proceed.
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 during the past year (e.g., Student Technology Centers, computer equipped classrooms, electronic mail, computer network, help desk)? [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 than 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 than 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]

a) Yes
b) 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 7
2. PC running Windows Vista
3. PC running Windows XP
4. PC running other Windows operating systems (e.g., NT, 98/ME, 2000)
5. Mac OS X 10.6
6. Mac OS X 10.5/10.4
7. Mac OS X (other)
8. Unix workstation (including microcomputers running LINUX)
9. Other (Please specify)___________________________

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

1. Dial-up modem (e.g., Microsoft Network, America Online, NetZero, etc.)
2. High Speed DSL or cable modem connection (e.g., Comcast, AT&T)
3. Other (please specify):______________________

7. Do you use a laptop or other mobile device while on campus? [All]

a) Yes
b) No (GO TO Question #8)
c) I don't own a laptop computer or other mobile device.

a. What type of laptop or other mobile device do you bring to campus? (Please select all that apply.) [All]

1. Laptop computer (PC/Mac)
2. Android-based mobile phone (e.g., HTC Incredible, Motorola Droid, etc.)
3. Android based tablet (e.g., Samsung Galaxy Tab, Dell Streak)
4. Windows-based mobile phone
5. Windows-based tablet (e.g., HP Slate)
6. iPhone
7. iPod touch or iPad
8. Other (Please specify): _____________________________

b. When on campus, how do you connect to the Internet? (Please select all that apply.) [All]

1. IU-Secure
2. Cellular Connection
3. I don’t connect to the Internet while on campus.

ELECTRONIC MAIL

8. IT supports a variety of electronic mail systems to send messages (e-mail) to others at IU Kokomo and worldwide. 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
1234578

USER SUPPORT SERVICES

9. 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 Support Center 1234578
Walk-in consulting at the Support Center 1234578
Walk-in consulting at the help desk 1234578
Online consulting resources (e.g., Knowledge Base) 1234578
IT Tutoring Services 1234578
Online account creation process 1234578
IT Awareness events (e.g., Making IT Happen) 1234578
Getting software downloads via IUWare Online 1234578
Purchasing software at a discounted rate through the Barnes &Noble Bookstore at IU Kokomo 1234578

10. Overall, how satisfied are you with the user support services available at IU Kokomo? [All]

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


STUDENT TECHNOLOGY CENTERS

11. IT 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. [S]

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
General-purpose labs (e.g., SM-102, Learning Commons) 1234578
Computer Classrooms during times they are open labs 1234578
Mac Lab (KO-082) 1234578
Digital Media Center (KA-120) 1234578

12. Overall, how satisfied are you with the computer facilities and services available at IU Kokomo? [S]

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


AUDIO/VISUAL (A/V) SERVICES

13. IT 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.

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Classroom A/V equipment [F] 1234578
Video Teleconferencing for meetings [F, Staff] 1234578
Video Teleconferencing for distance education courses [F, S] 1234578
Support services for video teleconferencing [All] 1234578

14. How often do you use the following devices in your teaching? [F]

  Never Occasionally Frequently Always
Computer/Projector 12 3 4
Document camera 12 3 4
Laptop (yours or the campus's) 12 3 4
VCR 12 3 4
DVD 12 3 4

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

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

ENTERPRISE SOFTWARE

16. 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) [F, S] 1234578
Library online catalog (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
TIME –IU time keeping system [F, 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

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

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

18. Overall, how satisfied are you with the business systems available at IU Kokomo? [Staff]

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


DATA NETWORK SERVICES

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

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


VOICE SERVICES

20. IT 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
Telephone repair service [F,Staff] 1234578
House phones [All] 1234578
Telephone equipment (e.g., telephone sets) [F,Staff] 1234578
IU Kokomo telephone directories [F,Staff] 1234578
Campus office long distance service [F,Staff] 1234578
Campus office voice mail services [F, Staff] 1234578
Monthly invoice format [F,Staff] 1234578

21. Overall, how satisfied are you with the telephone services offered by IT during the past year (e.g., long distance calling service, telephone service, telephone features, voice mail, and telephone equipment)? [All]

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


GENERAL ASSESSMENT

22. Please state your level of agreement with the following statement(s) concerning your experience at IU Kokomo:

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

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

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

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

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

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

23. How helpful has the information technology environment at IU Kokomo been in your teaching activities? [F]

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

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

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

25. How helpful has the information technology environment at IU Kokomo been in your learning experience? [S]

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

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

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

27. Overall, how satisfied are you with the information technology services (including telecommunications, A/V, computing, and computer networking) offered by IT during the past year? [All]

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

Improvements and Suggestions

28. Are there additional comments you would like to make about IT Services and support? [All]

_________________________________________________________________________________________________

_________________________________________________________________________________________________

_________________________________________________________________________________________________


29. If you would like an IT staff member to contact you to discuss any aspect of Information Technology services and support at IU Kokomo 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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