University Information Technology Services

 

IU SOUTH BEND USER SATISFACTION SURVEY

 

MASTER 2012

Click here for a printable version in Microsoft Word Format.

Welcome to the Information Technology User Satisfaction Survey 2012

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 itCssss about--

This survey of IU South Bend faculty, staff and students is being conducted to assess and improve the services that University Information Technology Services (UITS) 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 UITS 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. UITS 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

Support Center staff (DW 1245) - knowledge and ability [All]

1

2

3

4

5

7

8

Support Center staff (DW 1245) - courtesy & helpfulness [All]

1

2

3

4

5

7

8

Support Center staff (DW 1245) - responsiveness [All]

1

2

3

4

5

7

8

Database programming and support [All]

1

2

3

4

5

7

8

UITS Web pages [All]

1

2

3

4

5

7

8

Availability of information concerning UITS computers and services [All]

1

2

3

4

5

7

8

UITS Communications (email, print, online) [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

Self-study services (Lynda, MS eLearning courses) [All]]

             

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 UITS 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 TECHNOLOGY CENTERS

3. UITS maintains a number of Student Technology Centers (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. [All]

 

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Student Technology Center hardware

1

2

3

4

5

7

8

Student Technology Center software

1

2

3

4

5

7

8

Availability of Student Technology Centers

1

2

3

4

5

7

8

Knowledge and ability of Student Technology Center consultants

1

2

3

4

5

7

8

Courtesy and helpfulness of Student Technology Center consultants

1

2

3

4

5

7

8

Cleanliness of Student Technology Centers

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. [F, S]

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 UITS instructional and Student Technology Centers 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. UITS 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. UITS provides technology equipment and support for events. If you use these services, please indicate your satisfaction by selecting the appropriate response. [F]

 

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

AV staff for events - knowledge and ability

1

2

3

4

5

7

8

AV staff for events - courtesy and helpfulness

1

2

3

4

5

7

8

AV staff for events - responsiveness

1

2

3

4

5

7

8

Quality of AV technology for events

1

2

3

4

5

7

8

9. Overall, how satisfied are you with classroom technology and event services? [All]

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

MEDIA SERVICES AND VIDEO CONFERENCING

10. UITS supports the student multimedia production studio located in the library and produces videos for the campus. If you use these 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

Media Services staff - knowledge and ability

1

2

3

4

5

7

8

Media Services staff - courtesy and helpfulness

1

2

3

4

5

7

8

Media Services staff - responsiveness

1

2

3

4

5

7

8

Media Services quality of products and services

1

2

3

4

5

7

8

11. UITS provides videoconferencing equipment and support in several locations on campus. If you use these services, please indicate your satisfaction by selecting the appropriate response. [ALL]

 

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Videoconferencing staff - knowlege and ability

1

2

3

4

5

7

8

Videoconferencing staff - courtesy and helpfulness

1

2

3

4

5

7

8

Videoconferencing staff - responsiveness

1

2

3

4

5

7

8

Videoconferencing equipment - performance and reliability

1

2

3

4

5

7

8

12. Overall, how satisfied are you with media and videoconferencing services? [ALL]

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

DATA / TELECOM SERVICES

13. UITS 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

14. 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

15. 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

16. 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

17. 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

18. Overall, how satisfied are you with information technology services (including Support Center, classroom technology, student labs, database support, office computers, Web-based information, media services, video conferencing, network and telephone systems) offered by UITS during the past year? [All]

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

1

2

3

4

5

7

 

ELECTRONIC MAIL

19. UITS 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/Umail [S]

1

2

3

4

5

7

8

Imap/Cyrus Mail [F, Staff]

1

2

3

4

5

7

8

Microsoft Exchange/Outlook/Outlook Web Application [F,Staff]

1

2

3

4

5

7

8

20. Which e-mail system do you use most often? [F, Staff]

 

a)     Imap/Cyrus Mail

b)     Microsoft Exchange/Outlook/Outlook Web Application

 

21. 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 

22. 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

23. UITS 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

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

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

ONCOURSE

25. 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

UNIVERSITY INFORMATION SERVICES 

26. UITS 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

27. Overall, how satisfied are you with student support systems made available by UITS? (e.g., online schedule of classes, financial aid, registration, add/drop, IUCAT, etc.) [F,S]

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

IMPROVEMENTS AND SUGGESTIONS

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


_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

 

30. What IT-related needs or expectations do you have that are not being met? [All]

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

 

 

 

 

ABOUT YOU

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

Novice

 

 

 

Expert

1

2

3

4

5

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

Yes

No (if "No," GO TO Question #33)

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

1.

Computer running Windows

2.

Apple Macintosh or compatible

3.

Linux workstation

4.

Other (Please specify): _____________________________

b. If you have a laptop, do you bring it to campus?

Yes

No

33. 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

         

34. 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

35. If you would like a staff member to contact you to discuss any aspect of UITS services at IU South Bend, please provide the information requested below. This information will be passed on to UITS, 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