UITS

IUB USER SATISFACTION SURVEY

MASTER 2001

Click here for printable version in Microsoft Word Format.

Instructions:

Please fill out each question as completely as possible by circling your choice (or choices) 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. If you are not familiar enough with a particular service to make an evaluation, please circle 7 for "cannot evaluate" this service. If you have no knowledge of the service in question, please circle 8 for "never heard of service" rather than not answering the question.

UNIVERSITY INFORMATION TECHNOLOGY SERVICES SURVEY ON INFORMATION SERVICES AT INDIANA UNIVERSITY BLOOMINGTON - MASTER 2001

 

COMPUTING AND COMPUTER NETWORKING

1. Overall, how satisfied are you with the computing environment offered by University Information Technology Services (UITS) during the past year (e.g., public computing facilities, electronic mail, research computers, library online catalog, computer network, telephone consulting at 855-6789, World Wide Web, IUIS, Focus, Decision Support Services)? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

2. Overall, how important are UITS systems and services to your work or study? [All]

Not at All Important

     

Very Important

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

3. On a weekly basis, approximately how many hours do you use a computer? [All]

_______

hours

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

Novice

     

Expert

1

2

3

4

5

5. Do you have a computer at your residence (desktop computer or a laptop that you use at home)? [All]

Yes

No (if "No," GO TO Question #7)

If you have a computer at your residence, what type of computer is it?

1.

Intel-compatible computer running Windows 95 or 98/ME

2.

Intel-compatible computer running Windows NT or Windows 2000

3.

Apple Macintosh or compatible

4.

Unix workstation (including microcomputers running LINUX)

5.

Other (please specify): ________________________________________________

If you access the IU computing systems, please indicate the service you use. Please circle all that apply. [All]

1.

UITS modem pool (855-4211, 856-5200, etc.)

2.

Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, Blue Marble, Kiva, Hoosier On-line, etc.)

3.

Departmental modem pool or modem attached to office/laboratory workstation

4.

Digital Subscriber Line (DSL) service from an Internet service provider that offers high-speed connectivity (e.g., Smithville Telephone, Blue Marble, Ameritech, HoosierNet, etc.)

5.

Cable modem service from a local cable television service provider that offers high-speed connectivity (e.g., Insight)

6.

Other (please specify): ________________________________________________

 

6. Where do you live (please circle one)? [U&G]

Residence Hall

Off-campus (apartment, house)

 

 

ELECTRONIC MAIL

7. 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 circling the appropriate response.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Pine (the mailer on the Shakespeare computers) [All]

1

2

3

4

5

7

8

WebMail [All]

1

2

3

4

5

7

8

Microsoft Exchange/Outlook [F&S]

1

2

3

4

5

7

8

Outlook Web Access [F&S]

1

2

3

4

5

7

8

Eudora [All]

1

2

3

4

5

7

8

Web browser (e.g. Netscape, Internet Explorer) [All]

1

2

3

4

5

7

8

8. Which e-mail system, from those listed above, do you use most often (please circle one)? [All]

Pine Webmail Microsoft Exchange/Outlook Outlook Web Access
Eudora Web Browser Other (please specify):__________________________

9. If you use an external mail service (e.g., Hotmail, Yahoo mail, AOL, etc.), indicate the usage frequency (please circle one): [All]

Always

Frequently  Occasionally

10. How satisfied are you with the central e-mail list servers (Majordomo, Listserv)? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

11. Overall, how satisfied are you with the electronic mail systems available at IU? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

USER SUPPORT SERVICES

12. 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 circling the appropriate response. [All]

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Telephone consulting (UITS Support Center, 855_6789)

1

2

3

4

5

7

8

Walk_in consulting at UITS Support Center (IMU M084, disk recovery, account services, how-to guides)

1

2

3

4

5

7

8

Online consulting resources (Knowledge Base, IT Help Online )

1

2

3

4

5

7

8

E-mail consulting (ithelp@indiana.edu)

1

2

3

4

5

7

8

UITS News Vehicles (Times Online, Monitor, IT@IU)

1

2

3

4

5

7

8

Availability of information concerning UITS computers and services

1

2

3

4

5

7

8

Education Program Hands-on Computing classes (STEPS & PROSTEPS)

1

2

3

4

5

7

8

NETg online training

1

2

3

4

5

7

8

Getting software via IUWare Online

1

2

3

4

5

7

8

IUWare CD-ROM

1

2

3

4

5

7

8

13. Overall, how satisfied are you with the user support services available at IU?

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

DEPARTMENTAL SUPPORT

14. UITS provides a wide range of support and services directly to academic departments. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response. [F,S]

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Department Computing Advising and Support (DCAS, Partners in Computing Support, PICS, local support provider activities) [F&S]

1

2

3

4

5

7

8

Departmental Support Laboratory (855_4960, IMU M086) [F&S]

1

2

3

4

5

7

8

Local Area Network support (LAN lab) [F&S]

1

2

3

4

5

7

8

E-mail Services and Support Team (ESST, advanced e-mail support for Exchange/Outlook) [F&S]

1

2

3

4

5

7

8

Education/Certification Classes for departmental computing support staff (EdCert) [F&S]

1

2

3

5

7

8

Data Management Support (DMS, consulting support for databases and spreadsheets, dms@indiana.edu)

1

2

3

4

5

7

8

Data Management Support (DMS, Consulting support for GIS in research, dms@indiana.edu) [F&S]

1

2

3

4

5

7

8

15. Overall, how satisfied are you with departmental support services available at IU? [F,S]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

16. UITS maintains a large number of computer facilities and services designated specifically for student use and instruction. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.[All]

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Student Technology Centers hardware (computers, scanners, etc.)

1

2

3

4

5

7

8

Student Technology Centers software

1

2

3

4

5

7

8

Student Technology Centers printing (STC b/w printing services & STC color printing services)

1

2

3

4

5

7

8

Student Technology Centers consulting overall

1

2

3

4

5

7

8

Knowledge and ability of Student Technology Centers consultants

1

2

3

4

5

7

8

Courtesy and helpfulness of Student Technology Centers consultants

1

2

3

4

5

7

8

Student Technology Centers overall

1

2

3

4

5

7

8

Infostations (public computers for brief, stand-up e-mail sessions)

1

2

3

4

5

7

8

IUB Lockers (Neon, Xenon)

1

2

3

4

5

7

8

Teaching and Learning Technologies Laboratory (TLTL, Ballantine Hall 307) [only F]

1

2

3

4

5

7

8

Oncourse (Internet-based distributed learning environment) [only F, G&U]

1

2

3

4

5

7

8

17. On average, how many hours a week do you use the Student Technology Centers?

1-5 hours

6-10 hours

10-15 hours

16-20 hours

Over 20 hours

Never

1

2

3

4

5

6

18. UITS maintains Residential Technology Centers (RTC) at various campus living quarters (e.g., Residence Halls, Campus Apartments) for student use. If you live on campus and use such facilities and services, please indicate your overall satisfaction by circling the appropriate response. [U,G]

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Residential Technology Centers hardware (computers, printers)

1

2

3

4

5

7

8

Residential Technology Centers software

1

2

3

4

5

7

8

Ease and speed of connecting your computer to the halls network

1

2

3

4

5

7

8

Residential Technology Centers overall

1

2

3

4

5

7

8

Knowledge and Ability of RTC consultants

1

2

3

4

5

7

8

Courtesy and helpfulness of RTC consultants (in-room & RTC consulting)

1

2

3

4

5

7

8

Residential Technology Centers consulting overall

1

2

3

4

5

7

8

19. Overall, how satisfied are you with instructional and student computing services available at IU? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

CLASSROOM TECHNOLOGY SERVICES

20. UITS, in partnership with Instructional Support Services, provides a number of services designated to facilitate the use of information technologies in the classroom. If you use these facilities and services, please indicate your overall satisfaction by circling the appropriate response. [only F]

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Instructional Support Services staff

1

2

3

4

5

7

8

Instructional Support Services classroom equipment

1

2

3

4

5

7

8

Advanced Technology Classrooms

1

2

3

4

5

7

8

21. UITS provides technology support for Distributed Education: the Virtual Indiana Classrooms (VIC). If you use this technology, and support services, please indicate your overall satisfaction by circling the appropriate response. [F]

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Your experience with VIC technology

1

2

3

4

5

7

8

Support services for Virtual Indiana Classrooms

1

2

3

4

5

7

8

22. Classroom facilities vary from building to building and room to room. Overall, how satisfied are you with your classroom facilities (e.g. in terms of lighting, acoustics, projector screens, and aesthetics)? [F]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

23. Overall, how satisfied are you with instructional technology support in classrooms over the past year (e.g. delivery of equipment, permanent classroom equipment, equipment ordering procedures, support staff, selection of equipment)? [F]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

RESEARCH AND ACADEMIC COMPUTING

24. Alone, or in partnership with other campus units, UITS provides facilities and services in support of research. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Central research and high performance computers (SP Systems, Cobalt, SGI O2000) [G,F]

1

2

3

4

5

7

8

Central instructional and general purpose computers (Steel) [U,G&F]

1

2

3

4

5

7

8

Support for high performance computing (hpc@indiana.edu) [G,S,F]

1

2

3

4

5

7

8

Center for Statistical and Mathematical Computing (Stat/Math Center; statmath@indiana.edu, 855-4724 ) [F,S,G]

1

2

3

4

5

7

8

Unix Workstation Support Group (UWSG, 855-2627) [F,S,G]

1

2

3

4

5

7

8

LETRS (Library Electronic Text Resource Service) [F,S,G]

1

2

3

4

5

7

8

AVL (Advanced Visualization Laboratory (www.avl.iu.edu) [G&F]

1

2

3

4

5

7

8

Distributed Storage Services (Massive data Storage & Common File Services; www.indiana.edu/~dssg) [G,S,F]

1

2

3

4

5

7

8

25. Overall, how satisfied are you with the research computing services available at IU? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

UNIVERSITY INFORMATION SERVICES

26. Through the University Information Services Division, UITS supports 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 circling the appropriate response.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Library online catalog (IUCAT) [All]

1

2

3

4

5

7

8

Financial Information System (FIS) [F&S]

1

2

3

4

5

7

8

The Online Purchasing System (TOPS) [F&S]

1

2

3

4

5

7

8

Web Based Purchasing [F&S]

1

2

3

4

5

7

8

Information Access Services:

             

IU Information Environment [F&S]

1

2

3

4

5

7

8

Financial Data Retrieval System (FDRS) [F&S]

1

2

3

4

5

7

8

Information Center (FOCUS) [F&S]

1

2

3

4

5

7

8

Safeword Cards [F&S]

1

2

3

4

5

7

8

INSITE (http://insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.) [All]

1

2

3

4

5

7

8

Online student advising (IUCARE) [All]

1

2

3

4

5

7

8

Bursar bill payment through the automated telephone payment system [U&G]

1

2

3

4

5

7

8

Registration and Drop/Add using automated telephone system [U&G]

1

2

3

4

5

7

8

Registration and Drop/Add (at Warren Shirey Registration Center, Franklin Hall 101) [U&G]

1

2

3

4

5

7

8

Registration on the Web [U&G]

1

2

3

4

5

7

8

27. Overall, how satisfied are you with student support systems made available by University Information Services at IU (e.g., IUCAT, online schedule of classes, financial aid, registration, add/drop, etc.)? [U&G]

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&S]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

NETWORK-BASED INFORMATION SERVICES

29. UITS supports access to and use of various network-based information services and tools. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response. [All]

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Publishing on IU Web servers (www.indiana.edu)

1

2

3

4

5

7

8

Browsing on IU Web servers (www.indiana.edu)

1

2

3

4

5

7

8

Personal Web home pages (Steel, php.indiana.edu)

1

2

3

4

5

7

8

IU Search (www.indiana.edu/resources/search.html)

1

2

3

4

5

7

8

IU Events Calendar (http://events.iu.edu)

1

2

3

4

5

7

8

Usenet news groups

1

2

3

4

5

7

8

SiteScape Forums for instruction conferencing

1

2

3

4

5

7

8

30. Overall, how satisfied are you with network-based information services? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

 

 

DATA NETWORK SERVICES

31. UITS provides campus networking, dial-in modem, data activations, and repair services. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Dial-in modem services (PPP, etc., 856-5200, 855-4211) [All]

1

2

3

4

5

7

8

Reliability of office or laboratory direct network connection (Ethernet data jack) [F&S]

1

2

3

4

5

7

8

Speed of office or laboratory direct network connection (Ethernet data jack) [F&S]

1

2

3

4

5

7

8

Internet and Web (WWW) access [All]

1

2

3

4

5

7

8

Data jack activations [All]

1

2

3

4

5

7

8

Data jack repair services [All]

1

2

3

4

5

7

8

32. Overall, how satisfied are you with the network services available at IU? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

VOICE SERVICES

33. The Telecommunications Division of UITS 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 circling the appropriate response.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Campus housing telephone service [U&G]

1

2

3

4

5

7

8

Campus housing long distance service [U&G]

1

2

3

4

5

7

8

Campus housing voice mail services (855-0800) [U&G]

1

2

3

4

5

7

8

Campus housing customer service [U&G)

1

2

3

4

5

7

8

Campus housing Switchboard (855-4848 or 0) [All]

1

2

3

4

5

7

8

Printed telephone directory [All]

1

2

3

4

5

7

8

Telephone repair service [F&S]

1

2

3

4

5

7

8

Monthly invoice format [All]

1

2

3

4

5

7

8

Campus office telephone service [F&S]

1

2

3

4

5

7

8

Campus office telephone equipment (single line sets, business sets, etc.) [F&S]

1

2

3

4

5

7

8

Campus office telephone service consulting [F&S]

1

2

3

4

5

7

8

Installation of campus data jacks and telephones [F&S]

1

2

3

4

5

7

8

Campus office long distance service [F&S]

1

2

3

4

5

7

8

Campus office voice mail services (855-0800) [F&S]

1

2

3

4

5

7

8

Cellular telephone services [F&S]

1

2

3

4

5

7

8

Pager Services [F&S]

1

2

3

4

5

7

8

Teleconference service provided by Campus Switchboard [F&S]

1

2

3

4

5

7

8

34. Overall, how satisfied are you with the services offered by the Telecommunications Division of UITS during the past year (e.g., Long Distance Calling Service, Telephone Service, Telephone Features, Voice Mail, Campus Switchboard, and Telephone Equipment)? [F&S]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

GENERAL ASSESSMENT

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

Not at

All Helpful

     

Very

Helpful

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

36. How helpful has the information technology environment at IU been in your research activities? [F&G]

Not at

All Helpful

     

Very

Helpful

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

37. How helpful has the information technology environment been in your learning experience at IU? [U&G]

Not at

All Helpful

     

Very

Helpful

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

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

Strongly Disagree

     

Strongly Agree

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

39. Overall, how satisfied are you with the information technology services (including telecommunications, computing, and computer networking) offered by University Information Technology Services (UITS) during the past year? [All]]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

 

 

NON-UITS SERVICES

40. Departments other than UITS offer computing services that are important to the functioning of the IUB computing environment. If you use such facilities and services, please indicate your satisfaction by circling the appropriate response.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Computing support personnel employed by your department [F&S]

1

2

3

4

5

7

8

Computer labs for graduate student use managed by your department (non-UITS computer labs) [G]

1

2

3

4

5

7

8

Computer repairs by IU Electronics [G,F&S]

1

2

3

4

5

7

8

Statistical Consulting Service (statcons@indiana.edu) [G&F]

1

2

3

4

5

7

8

Computer Printing provided by IUPUI Mail Services [F,S,G]

1

2

3

4

5

7

8

 

IMPROVEMENTS AND SUGGESTIONS

41. Are there additional comments you would like to make about University Information Technology Services?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Thank You for Your Assistance!

Center for Survey Research

1022 East Third Street

Bloomington, Indiana 47405