University Information Technology Services
IU SOUTH BEND USER SATISFACTION SURVEY
MASTER 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.
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.
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: |
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 |
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