UITS

IUPUI 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-PURDUE UNIVERSITY, INDIANAPOLIS - 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, computer network, telephone consulting at 274-4357, World Wide Web, IUIS, 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, laptop or PDA that you use at home)? [All] 

Yes

No (if "No," please go to Question #6)

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, 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 IUPUI computing systems, please indicate the service you use. Please mark all that apply. [All]

1

UITS Local modem pool (278-5619)

2

UITS World modem pool (278-5620)

3

UITS Express modem pool (278-5621)

4

Commercial Internet service provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, IQuest, Earthlink, etc.)

5

Departmental modem pool or modem attached to office/laboratory workstation

6

6. Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity (e.g., SBC)

7

Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., Insight, Comcast, etc.)

8

Other (please specify): ________________________________________________

ELECTRONIC MAIL

6. UITS supports a variety of electronic mail systems to send messages (e-mail) to others at IUPUI 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 Jewel 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

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

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

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

Always  Frequently  Occasionally Never

9. How satisfied are you with the central e-mail list server (Listserv)?[All] 

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

1

2

3

4

5

7

8

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

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

1

2

3

4

5

7

8

USER SUPPORT SERVICES

11. 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, 274-4357, formerly "Help Desk")

1

2

3

4

5

7

8

Walk-in consulting at UITS Support Center (ES2126, account services, how-to guides)

1

2

3

4

5

7

8

On-line consulting resources (Knowledge Base, IT Help On-line, Support Center web site)

1

2

3

4

5

7

8

Online account creation process for central UITS computers (http://www.iupui.edu/it/dags)

1

2

3

4

5

7

8

UITS communications and publications on paper

1

2

3

4

5

7

8

UITS News Vehicles (Newsbit, IT@IU, UITS items in JagNews)

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

12. Overall, how satisfied are you with the UITS user support services available at IUPUI?[All] 

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

DEPARTMENTAL SUPPORT

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

Yes

No

 

14. 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.

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

Education/Certification Classes (EdCert) for departmental computing support staff [F,Staff]

1

2

3

4

5

7

8

LSP Services (Consulting support to LSPs, LSPS Lab) [F,Staff]

1

2

3

4

5

7

8

Computer-based technical education software for departmental computing support staff (NETg) [F,Staff]

1

2

3

4

5

7

8

Online service request and problem tracking system for departmental support staff (Falcon) [F,Staff]
1
2
3
4

5

7

8

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

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) [F,Staff]

1

2

3

4

5

7

8

15. Overall, how satisfied are you with UITS departmental support services available at IUPUI? [F,Staff]

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

1

2

3

4

5

7

8

FACULTY AND ADMINISTRATIVE SUPPORT SERVICES

16. 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 (Macromedia Flash Animation, Interactive DVD 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

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

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

1

2

3

4

5

7

8

INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

18. UITS maintains a 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. Note: Student Technology Centers, or STC, were formerly known as Learning Centers.

 
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[All] 

1

2

3

4

5

7

8

Student Technology Centers multimedia in UC2137[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

Central instructional and general purpose computers (Cord, Auburn)[All] 

1

2

3

4

5

7

8

Audio-based learning facilities (self-serve tape duplication, RealLecture streaming audio resource on Web) [U,G,F]

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

19. Overall, how satisfied are you with UITS instructional and student computing services available at IUPUI?[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 provides a number of services designed 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 Technology Resources staff

1

2

3

4

5

7

8

Instructional Technology Resources 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). Do you use this technology, or its support services? [F]

Yes

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

22. 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 the VIC technology

1

2

3

4

5

7

8

Support services for VIC

1

2

3

4

5

7

8

23. 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

24. 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 Important
 
 
 
Very Satisfied
Cannot Evaluate
Never Heard of Service

1

2

3

4

5

7

8

RESEARCH AND ACADEMIC COMPUTING

25. 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, 278-4740 ) [F,G,Staff]

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

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 [All]

1

2

3

4

5

7

8

26. Overall, how satisfied are you with the UITS research computing services available at IUPUI? [All]

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

1

2

3

4

5

7

8

UNIVERSITY INFORMATION SERVICES

27. 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 (INDYCAT/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

Time - IU time keeping system [F,Staff] 

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 on the Web [U,G]

1

2

3

4

5

7

8

28. Overall, how satisfied are you with student support systems made available by University Information Services at IUPUI (e.g., INDYCAT/IUCAT, INSITE, etc.)? [U,G]

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

1

2

3

4

5

7

8

29. Overall, how satisfied are you with the administrative support systems available at IUPUI? [F,Staff]

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

1

2

3

4

5

7

8

 

NETWORK-BASED INFORMATION SERVICES

30. 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 IUPUI Web servers (www.iupui.edu)

1

2

3

4

5

7

8

Browsing on IUPUI Web servers (www.iupui.edu)

1

2

3

4

5

7

8

Personal Web home pages (Cord, php.iupui.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

31. 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

32. 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 (278-5618, 5620, 5621)[All] 

1

2

3

4

5

7

8

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

Data jack activations[All] 

1

2

3

4

5

7

8

Data jack repair services[All] 

1

2

3

4

5

7

8

Internet and Web (WWW) access[All] 

1

2

3

4

5

7

8

Public laptop network data jacks[All] 

1

2

3

4

<>

7

8

33. Overall, how satisfied are you with the UITS network services available at IUPUI?[All]

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

1

2

3

4

5

7

8

WIRELESS SERVICES

34. 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

35. 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 Switchboard (274-5555 or 0)[All] 

1

2

3

4

5

7

8

Telephone repair service [F,Staff]

1

2

3

4

5

7

8

Campus office telephone service[F,Staff]

1

2

3

4

5

7

8

Telephone equipment (e.g., telephone sets)[F,Staff] 

1

2

3

4

5

7

8

Printed telephone directories [F,Staff]

1

2

3

4

5

7

8

Installation of campus office 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 (274-6245) [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

Monthly invoice format [F,Staff]

1

2

3

4

5

7

8

Campus office telephone service consulting [F,Staff]

1

2

3

4

5

7

8

Teleconference service provided by Campus Switchboard [F,Staff]

1

2

3

4

5

7

8

36. 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 Important
 
 
 
Very Satisfied
Cannot Evaluate
Never Heard of Service

1

2

3

4

5

7

8

GENERAL ASSESSMENT

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

Not at All Helpful

 

 

 

Very Helpful

Cannot Evaluate

1

2

3

4

5

7

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

Not at All Helpful

 

 

 

Very Helpful

Cannot Evaluate

1

2

3

4

5

7

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

Not at All Helpful

 

 

 

Very Helpful

Cannot Evaluate

1

2

3

4

5

7

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

Strongly Disagree

 

 

 

Strongly Agree

Cannot Evaluate

1

2

3

4

5

7

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

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

1

2

3

4

5

7

NON-UITS SERVICES

42. Departments other than UITS offer computing services that are important to the functioning of the IUPUI 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 Printing provided by IUPUI Publishing, Document, and Distribution Services [All] 

1

2

3

4

5

7

8

43. The Center for Teaching and Learning (TLIT) provides a number of services in support of instruction at IUPUI. If you use such 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

General consultation on effective teaching methods

1

2

3

4

5

7

8

Instructional Design

1

2

3

4

5

7

8

Assessment

1

2

3

4

5

7

8

Multimedia (graphics, audio, video)

1

2

3

4

5

7

8

Workshop 

1

2

3

4

5

7

8

 

IMPROVEMENTS AND SUGGESTIONS

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Thank You for Your Assistance!