1995 UCS User Survey - Survey Summary


Comments

For most of the questions, the average response, level of satisfaction, and estimated usage are reported in column format. The average score is simply an average of the respondents' answers if they specified a rating of on the scale of 1 to 5 (1=not at all satisfied with a service, 5=very satisfied). The level of satisfaction is the percentage of respondents who answered 3 to 5 on the 5 point scale. Usage is the percent of respondents who felt they had enough experience with a given service to make a judgement concerning their satisfaction (i.e. their response ranges from 1 to 5 and therefore did respond that they had little or no knowledge of a service). In parentheses immediately following the usage percentage, is the total number of respondents who expressed an opinion -- eg. "95.1% (360)" indicates that three-hundred and sixty individuals rated this service. Finally, for some items only certain subpopulations were reported (graduate, undergraduate, faculty, staff, or a combination of each). The subpopulations included are indicated by square brackets (e.g. "[F&S]" indicates faculty and staff). For more information on the sample and a copy of the survey instrument, see the Methodology and Survey Form sections, respectively.


GENERAL

1. Overall, how satisfied are you with the services offered by University Computing Services (UCS) during the past year? (Please circle a number.)

Average: 3.93 Satisfaction: 95.3% Usage: 95.8% (406)


2. Overall, how important are UCS systems and services (e.g., electronic mail, research computers, library online catalog, World Wide Web, campus network, telephone consulting at 5-6789, public computing facilities) to your work or study?

Average: 4.53 Usage: 99.4% (409)


3. About how many hours did you use a computer in the past seven days?

Average: 13.68 hours

4. Would you call yourself a computer novice or expert? (Please circle a number.)

Average: 2.87


5. Do you personally own a microcomputer (e.g., PC or Macintosh)? (Please circle a number.)

Yes 54.5%


[If yes] 5a. Does your microcomputer have a modem, either external or internal? (Please circle a number.)

Yes 81.5%


[If no] 5b. Do you plan to buy a microcomputer in the next twelve months?

Yes 34.8%



ELECTRONIC MAIL

6. UCS supports a variety of electronic mail systems to send messages (e-mail) to others at IU and at other institutions worldwide. Please indicate your satisfaction with the following electronic mail services.

Average

Score

Satisfaction

Percentage

Usage

Percentage

VMS (VAX) Mail 4.01 93.3% 74.8% (383)
Pine (the mailer on the EZmail system) 3.80 85.0% 49.7% (382)
Elm (or other UNIX-based mail on UCS systems) 3.79 88.5% 14.7% (357)
Workstation-mail (Eudora, Pegasus, GroupWise, etc.) 4.35 97.2% 39.6% (171) [F&S]
BITNET/Internet mail 4.07 95.6% 47.9% (374)



USER SUPPORT SERVICES

7. UCS provides a range of assistance for computer users. If you have received any help from any of the following sources in the past year, please indicate your satisfaction. If you have never heard of the service, please circle 0. If you have heard of the service, but never use it, please circle 7.

Average

Score

Satisfaction

Percentage

Usage

Percentage

Computing support personnel employed by your department 4.15 92.2% 71.3% (186)[F&S]
Telephone consulting (UCS Support Center/Help Desk, 5-6789) 3.83 81.8% 48.1% (401)
Walk-in consulting, disk recovery, account services, documentation (UCS Support Center, IMU 061) 4.11 93.5% 40.6% (400)
Electronic mail consulting via UCSHELP or IUISHELP 3.50 74.7% 28.3% (398)
UCS Publications (Times, Monitor, quick guides, folios 3.47 81.9% 31.5% (398)
Online consulting resources (Support Center Knowledge Base, PICS server, etc.) 3.57 83.1% 13.4% (392)
UCS Computing Advisors (departmental acquisition consulting, computing service requests for network connections, etc.) 4.17 95.3% 26.6% (185) [F&S]
Computing Advisor on Call (5-4960) 4.04 94.4% 18.0% (184) [F&S]
ACCESS MicroCenter (5-0910, IMU 059) 3.95 92.5% 24.5% (397)
UCS education classes and workshops 3.84 85.4% 26.3% (399)
Center for Innovative Computer Applications (CICA) 4.00 100.0 7.5% (168) [F&G]
Database Support Group (consulting support for database applications) 4.04 95.7 (279) [F,S&G]
Unix Workstation Support Group 3.56 89.2 8.0% (277) [F,S&G]
Local area network support (NetWare, AppleShare servers) 3.75 88.7 7.0% (275) [F,S&G]
LETRS (Humanities Computing/Library Electronic Text Resource Service) 4.00 93.7% 23.0% 8.8% (171) [F&G]
Center for Statistical and Mathematical Computing (STATMATH, 618 E. Third St.) 4.08 88.4% 14.8% (172) [F&G]
Teaching and Learning Technologies Laboratory (TLTL, Ballantine Hall 307 4.58 100.0% 15.4% (78) [F]



NETWORK SERVICES

8. UCS supports access to and use of various network information services and tools. If you use such tools, please indicate your overall satisfaction with them.

Average

Score

Satisfaction

Percentage

Usage

Percentage

World Wide Web 4.11 95.2% 57.9% (400)
Gopher 3.86 91.9% 51.8% (399)
Usenet news groups (trn, Trumpet, Nuntius, etc.) 3.83 91.3% 15.7% (390)
ListServers 3.84 95.0% 22.6% (386)
CD-ROM network access 4.03 92.5% 24.3% (387)
Availability of information regarding services accessible over the network 3.56 82.4% 49.5% (396)
Standard dial-in modem services (terminal services, 855-4211) 2.85 61.0% 50.0% (82)[F]
3.20 68.0% 23.4% (107)[S]
3.60 77.8% 49.5% (91) [G]
3.42 75.8% 51.7% (120)[U]
Extended dial-in modem services (PPP, other svcs. 855-8043) 2.87 69.6% 28.8% (80) [F]
2.64 57.1% 13.5% (104) [S]
3.36 72.7% 24.4% (90) [G]
3.22 69.6% 19.3% (119) [U]
Halls of Residence direct network connection (Ethernet data jack) 3.90 80.0% 22.5% (89) [G]
3.73 77.5% 33.6% (119) [U]



ACCESS TO INSTITUTIONAL DATA

9. UCS serves as a central repository and steward for many types of institutional data. These include, for example, student data, grades, personnel data and faculty records, financial data, library information, and others. Does your position require access to such computer-based information, data, and/or services?

Yes 41.2%


[If yes] 9a. Indicate your overall satisfaction with the ease of use of institutional data (screen design, clarity of menu choices, etc.).

Average: 3.86 Satisfaction: 92.4% Usage: 94.1% (192)


9b.D o you have access to all of the institutional data you need for your instructional, research, or support functions?

Yes 82.1%


[If no] 9c. What difficulties have you had in obtaining this information?

Percentage circled of those

who answered questions 9-9b

Getting permission to access it 20.5%
Using software retrieval tools 12.4%
Verifying report data 0.3%
Connectivity or equipment not available 17.0%
No access to software documentation 4.6%
Don't know how to get access 39.6%
Don't know 10.2%
Other (please specify): 26.2%



SHARED COMPUTING SYSTEMS

10. UCS operates a number of shared computing systems such as the VMS Cluster (Amber, Aqua, Gold, etc.), EZmail and EZinfo, the Ultrix computers (Bronze, Copper, and Silver), STARRS AIX computers (Draco, Orion, Pegasus, etc.), the "VM machine" (IUBVM), and the Amdahl MVS computer (IUIS). Please indicate your overall satisfaction with these systems.

Average

Score

Satisfaction

Percentage

Usage

Percentage

VMS Cluster (Amber, Aqua, Gold, etc.) 4.03 91.9% 77.1% (396)
EZmail and EZinfo (e-mail, Gopher, Lynx, Usenet news) 3.92 88.4% 57.5% (396)
Ultrix systems (Bronze, Copper, Silver) 3.71 79.8% 27.9% (386)
The STARRS AIX computers (Draco, Orion, Pegasus, etc.) 4.34 100.0% 3.7% (163) [F&G]
The "VM machine" (IUBVM) 3.30 67.0% 2.2% (383)
The Amdahl MVS computer (IUIS, student advising, Library online catalog, online schedule of classes, etc.) 3.97 93.9% 51.5% (388)


11. Please indicate the ONE UCS system that you use most often, or that is most important to your work or study. If you don't use any of these systems, please skip to question 13.

Percentage

Selected

Ezmail, EZinfo 49.6%
VMS Cluster (Amber, Aqua, Gold, etc.) 38.3%
Ultrix systems (Bronze, Copper, Silver) 6.8%
The STARRS AIX computers (Draco, Orion, Pegasus, etc.) 0.8%
IUBVM (the "VM machine") 0.0%
IUIS (student advising, Library Online Catalog, online schedule of classes, etc.) 4.6%


12. For the system indicated in question 11, please indicate your satisfaction with the following aspects of its performance.

Average

Score

Satisfaction

Percentage

Usage

Percentage

Response time 3.37 82.0% 96.7% (372)
Accessibility (number of simultaneous users, ability to log on, sign on, etc.) 3.37 77.3% 98.8% (374)
Availability (scheduled hours of operation) 4.12 91.1% 98.0% (373)
Reliability (up time) 3.90 88.6% 98.0% (374)
Information about software and equipment changes 3.85 89.8% 85.0% (370)
Disk space available to you 3.77 86.7% 79.6% (369)
Input and output services (printing, plotting, etc.) 3.51 80.8% 76.0% (370)
Classes on how to use this system or applications on it 3.71 84.3% 39.3% (367)
Documentation 3.55 84.2% 43.4% (361)
General consulting support 3.83 87.1% 62.8% (364)
Batch performance 3.78 90.1% 28.0% (360)
Application software 3.73 87.5% 41.1% (363)
Languages, compilers, editors 3.73 91.2% 33.7% (360)
Magnetic tape support 3.65 83.7% 17.0% (358)
[for IUIS users only] Information Center (Focus) performance 3.49 87.6% 53.5% (32)


13. Please indicate the THREE most important improvements UCS can make to shared computing systems.

Percentage

Selected (N=114)

More computing support staff in your department 25.8%
More and/or faster Unix computers 44.5%
More support for departments providing information on UCS World Wide Web servers 48.9%
Tools for backing up your personal computer or workstation over the network 28.0%
A data archiving and retrieval service 16.2%
More summary documentation about shared systems (quick guides) 20.8%
More in-depth documentation about shared systems (folios) 11.0%
More classes on how to use shared systems 20.6%
More classes on what shared systems can do for you 20.2%