UITS

IUB USER SATISFACTION SURVEY

MASTER 2004

Click here for printable version in Microsoft Word Format.

Instructions:

Please fill out each question as completely as possible by marking your answers in the 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. 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 2004

 

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., Student Technology Centers, 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 or PDA at your residence (desktop computer, laptop, or PDA that you use at home)? [All]

Yes

No (if "No," please go to Question #7)

a. What type of computer, laptop, or PDA do you have at your residence? (Please check all that apply.)

1.

Intel-compatible computer running Windows 95 or 98/ME

2.

Intel-compatible computer running Windows NT or Windows 2000/XP

3.

Apple Macintosh or compatible

4.

Unix workstation (including microcomputers running LINUX)

5. PDA (Please specify): ________________________________________________

6.

Other (Please specify): ________________________________________________

b. Do you have a printer at your residence?

Yes

No

c. If you access the IU computing systems, please indicate the service you use. Please mark all that apply.

1.

UITS modem pool (856-5200, 856-5202)

2.

Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, Blue Marble, Kiva, 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 mark 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 marking 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,Staff]

1

2

3

4

5

7

8

Outlook Web Access [F,Staff]

1

2

3

4

5

7

8

8. Which e-mail system do you use most often. (Please mark only one.)

Pine[All] Webmail[All] Microsoft Exchange/Outlook[F,Staff] Outlook Web Access[F,Staff]
Other (please specify):__________________________[All]

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

Always  Frequently  Occasionally Never

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 marking 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, Information Commons Main Library, disk recovery, account services, how-to guides, wireless setups)

1

2

3

4

5

7

8

Online consulting resources (Knowledge Base, IT Help Online, Support Center web site)

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

IT Training and Education Program STEPS Instructor-led Computing Workshops

1

2

3

4

5

7

8

IT Training Online, self-study computer based training

1

2

3

4

5

7

8

Software downloads 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?[All]

Not at All Satisfied

 
 
 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

DEPARTMENTAL SUPPORT

14.Does your position at IU require you to provide IT Support to faculty and staff in your school/department? [Staff]

Yes

No

15. UITS provides a wide range of support and services directly to university departments. If your position at IU requires you to provide IT Support and you use UITS provided facilities and services, please indicate your overall satisfaction by marking the appropriate response. [F,Staff]

 
Not at All Satisfied
 
 
 
Very Satisfied
Cannot Evaluate
Never Heard of Service

LSP Services (PICS, consulting support to LSPs, LAN lab)

1

2

3

4

5

7

8

Departmental Support Laboratory (855-4960, IMU M086)

1

2

3

4

5

7

8

E-mail Services and Support Team (ESST, advanced e-mail support for Exchange/Outlook)

1

2

3

4

5

7

8

Education/Certification Classes for departmental computing support staff (EdCert)

1

2

3

4

5

7

8

Data Management Support (DMS, consulting and instructional support for databases, spreadsheets, remote sensing, and geographic information systems, dms@indiana.edu)

1

2

3

4

5

7

8

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

Not at All Satisfied

 
 
 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

FACULTY AND ADMINISTRATIVE SUPPORT SERVICES

17. Digital Media Services provides a wide variety of services to the system-wide university. How satisfied are you with the quality of specific services provided by Digital Media Services?

 
Not at All Satisfied
 
 
 
Very Satisfied
Cannot Evaluate
Never Heard of Service

Media Acquisition (Digital Audio and Video Production, Slide and Photograph Scanning, Digital Photography, Media Conversion) [F, Staff]

1

2

3

4

5

7

8

Production, Custom PowerPoint Presentations, 3D Animation, Digital Video Editing, World Wide Web Site Production & Redesign, Art Design, Advanced Web Programming [F, Staff]

1

2

3

4

5

7

8

Distribution and Technical Support (Streaming Audio and Video, Tape, CD and DVD Duplication System Administration) [F, Staff]

1

2

3

4

5

7

8

18. Overall, how satisfied are you with the quality of projects completed by Digital Media Services [F, Staff]

Not at All Satisfied

 
 
 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

19. 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 marking the appropriate response.

 
Not at All Satisfied
 
 
 
Very Satisfied
Cannot Evaluate
Never Heard of Service

Student Technology Centers hardware (computers, scanners, etc.)[All]

1

2

3

4

5

7

8

Student Technology Centers software[All]

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

Student Technology Centers consulting overall[All]

1

2

3

4

5

7

8

Knowledge and ability of Student Technology Centers consultants[All]

1

2

3

4

5

7

8

Courtesy and helpfulness of Student Technology Centers consultants[All]

1

2

3

4

5

7

8

Student Technology Centers overall[All]

1

2

3

4

5

7

8

Teaching & Learning Technologies Centers (TLTC, Main Library 305 and Ballantine Hall 307)[F]

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

20. On average, how many hours a week do you use the Student Technology Centers?[All]

1-5 hours

6-10 hours

11-15 hours

16-20 hours

Over 20 hours

Never

1

2

3

4

5

6

21. Do you live in campus housing, or use the Residential Technology Centers located throughout campus housing? [U,G]

Yes

No (if "No," please go to Question #23)

 

22. UITS maintains the Residential Technology Centers located throughout campus housing (dormitories and apartments). In addition, Residential I.T. Services (RITS) provides in-room consulting appointments for help with your personal computer, as well as consulting in the Residential Technology Centers. If you live in campus housing and use such facilities and services, please indicate your overall satisfaction by marking the appropriate response. [U,G]

 
Not at All Satisfied
 
 
 
Very Satisfied
Cannot Evaluate
Never Heard of Service

Residential Technology Centers hardware (computers)

1

2

3

4

5

7

8

Residential Technology Centers software

1

2

3

4

5

7

8

Residential Technology Centers printing

1

2

3

4

5

7

8

Express Mail Stations

1

2

3

4

5

7

8

Residential Technology Centers overall

1

2

3

4

5

7

8

Knowledge and Ability of RITS consultants

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

RITS Consulting overall

1

2

3

4

5

7

8

23. On average, how many hours a week do you use the Residential Technology Centers? [U,G]

1-5 hours

6-10 hours

11-15 hours

16-20 hours

Over 20 hours

Never

1

2

3

4

5

6

24. 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

25. 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 marking the appropriate response. [ 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

26. UITS provides technology support for Distributed Education: the Virtual Indiana Classrooms (VIC). Do you use this technology, or its support services? [F]

Yes

No (if "No," please go to Question #28)

 

27. 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 marking 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

28. 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

29. 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

30. 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 marking the appropriate response.

 
Not at All Satisfied
 
 
 
Very Satisfied
Cannot Evaluate
Never Heard of Service

Central research and high performance computers (Research SP, RDC, AVIDD Linux Cluster) [G,F,S]

1

2

3

4

5

7

8

Central instructional and general purpose Unix computers (Steel) [All]

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

Unix Systems Support Group (USSG, 855-2627) (www.ussg.iu.edu) [All]

1

2

3

4

5

7

8

Bioinformatics software and support (www.indiana.edu/~rac/bioinformatics [G,F,Staff]

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

Massive Data Storage Service (MDSS/HPSS) [G,F, Staff]

1

2

3

4

5

7

8

Common File System (CFS) Service (Replacement for Lockers) [All]

1

2

3

4

5

7

8

31. 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

32. 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 marking 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,Staff]

1

2

3

4

5

7

8

The Online Purchasing System (TOPS) [F,Staff]

1

2

3

4

5

7

8

Web Based Purchasing [F,Staff]

1

2

3

4

5

7

8

Information Access Services:

 
 
 
 
 
 
 

IU Information Environment [F,Staff]

1

2

3

4

5

7

8

Financial Data Retrieval System (FDRS) [F,Staff]

1

2

3

4

5

7

8

Information Center (FOCUS) [F,Staff]

1

2

3

4

5

7

8

Safeword Cards [F,Staff]

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

OneStart application portal [All]

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

Time - IU time keeping system [F,Staff]

1

2

3

4

5

7

8

Registration on the Web [U,G]

1

2

3

4

5

7

8

33. 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

34. 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

 

NETWORK-BASED INFORMATION SERVICES

35. 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 marking 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 newsgroups

1

2

3

4

5

7

8

SiteScape Forums for instructional conferencing

1

2

3

4

5

7

8

36. 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

37. 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 marking 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,Staff]

1

2

3

4

5

7

8

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

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

38. 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

 

WIRELESS SERVICES

39. UITS has installed over 100 wireless access points for PDA and laptop connectivity. Please indicate your overall satisfaction with this service by marking the appropriate response. [All]

Not at All Satisfied

 
 
 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

VOICE SERVICES

40. 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 marking 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 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,Staff]

1

2

3

4

5

7

8

Monthly invoice format [All]

1

2

3

4

5

7

8

Campus office telephone service [F,Staff]

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

Campus office telephone service consulting [F,Staff]

1

2

3

4

5

7

8

Installation of campus data jacks and telephones [F,Staff]

1

2

3

4

5

7

8

Campus office long distance service [F,Staff]

1

2

3

4

5

7

8

Campus office voice mail services (855-0800) [F,Staff]

1

2

3

4

5

7

8

Cellular telephone services [F,Staff]

1

2

3

4

5

7

8

Pager Services [F,Staff]

1

2

3

4

5

7

8

Teleconference service provided by Campus Switchboard [F,Staff]

1

2

3

4

5

7

8

41. 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,Staff]

Not at All Satisfied

 
 
 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

GENERAL ASSESSMENT

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

Not at All Helpful

 
 
 

Very Helpful

Cannot Evaluate

1

2

3

4

5

7

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

Not at All Helpful

 
 
 

Very Helpful

Cannot Evaluate

1

2

3

4

5

7

                       

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

Not at All Helpful

 
 
 

Very Helpful

Cannot Evaluate

1

2

3

4

5

7

45. 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

1

2

3

4

5

7

46. 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

1

2

3

4

5

7

 

NON-UITS SERVICES

47. 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 marking the appropriate response.

 
Not at All Satisfied
 
 
 
Very Satisfied
Cannot Evaluate
Never Heard of Service

Computing support personnel employed by your department [F,Staff]

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,Staff]

1

2

3

4

5

7

8

Computer Printing provided by IUPUI Publishing, Document, and Distribution Services [G,F,Staff]

1

2

3

4

5

7

8

 

IMPROVEMENTS AND SUGGESTIONS

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Thank You for Your Assistance!

We hope your comments will contribute to an improved information technology environment at IU Bloomington.

Please mail completed questionnaire to:

Center for Survey Research

1022 East Third Street

Bloomington, Indiana 47405