UITS

IUB USER SATISFACTION SURVEY

MASTER 2005

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. There are no neutral options. 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 2005

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, Support Center consulting at 855-6789, Internet, 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]

1-5 hours	6-10 hours	11-15 hours	16-20 hours	Over 20 hours
1	2	3	4	5

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

Novice				Expert
1	2	3	4	5

5. Where do you live? (Please mark one.) [U,G]

Campus Housing

Off-campus (apartment, house)

Greek Housing

6. Do you have a computer at your residence? [All]

Yes

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

6a. What type of computer do you have at your residence? (Please check all that apply.)

1.	Computer Running Windows
2.	Apple Macintosh or compatible
3.	Unix workstation (including microcomputers running LINUX)
4.	Other (Please specify): ________________________________________________

6b. If you access the IU computing systems from your residence, 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, SBC, 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): ________________________________________________

7. Do you use a PDA? [All]

Yes

No (if "No," please go to Question #8)

7a. What type of PDA do you have?

Palm Pilot

iPAQ

BlackBerry

Other (Please specify)

ELECTRONIC MAIL

8. 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 (on 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
Blackberry - BES service [F,Staff]	1	2	3	4	5	7	8

9. 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]
Blackberry -BES service [F,Staff]		Other (please specify):__________________________[All]

10. UITS provides an anti-spam service to quarantine potential spam e-mail. If you use this service, indicate your overall satisfaction 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

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

Always

Frequently

Occasionally

Never

12. 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

13. 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

14. 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 UITS Support Center (IMU M084, Information Commons Main Library)	1	2	3	4	5	7	8
Online support resources (Knowledge Base, http://uits.iu.edu/)	1	2	3	4	5	7	8
E-mail consulting UITS Support Center (ithelp@iu.edu)	1	2	3	4	5	7	8
Online account creation process for central UITS computers (https://itaccounts.iu.edu/)	1	2	3	4	5	7	8
UITS electronic news (Monitor; IT@IU; News, Events, & Spotlight at uits.iu.edu)	1	2	3	4	5	7	8
IT awareness events (e.g. Making IT Happen, special IT seminars and lectures)	1	2	3	4	5	7	8
IT Training & 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
IUware Online and IUware CD	1	2	3	4	5	7	8
Software deals via IU contracts (Microsoft, Syamantec, Macromedia, others)	1	2	3	4	5	7	8
Hardware deals via IU contracts (Dell, Apple, others)	1	2	3	4	5	7	8

15. 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

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

Yes

No (if "No," please go to Question #19)

17. 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. [Staff]

	Not at All Satisfied			Very Satisfied		Cannot Evaluate	Never Heard of Service
Local Support Provider Services (Advanced Server & Desktop Consulting Support, LAN lab LSPS@IU.EDU)	1	2	3	4	5	7	8
E-mail Services and Support Team (Advanced e-mail support for Exchange/Outlook, Advanced PDA support, esst@iu.edu)	1	2	3	4	5	7	8
Education/Certification Classes for departmental computing support staff (EdCert)	1	2	3	4	5	7	8

18. Overall, how satisfied are you with departmental support services available at IU? [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

19. 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

20. UITS provides Data Management Support (DMS; dms@indiana.edu) services (consulting and instructional support for databases, spread sheets, remote sensing, and geographic information systems) to users. How satisfied are you with the quality of this service? [F, Staff]

Not at All Satisfied				Very Satisfied	Cannot Evaluate	Never Heard of Service
1	2	3	4	5	7	8

21. Overall, how satisfied are you with the quality of services provided by Faculty and Administrative Support 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

22. 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
Black & white and 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 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 consulting 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 (Web-based distributed learning environment) [U,G,F]	1	2	3	4	5	7	8

23. 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
Knowledge and Ability of RITS consultants	1	2	3	4	5	7	8
Courtesy and helpfulness of RITS consultants	1	2	3	4	5	7	8
RITS Consulting overall	1	2	3	4	5	7	8

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
Support Services staff	1	2	3	4	5	7	8
Support Services for 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 #29)

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 VIC	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 [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
Student Information Systems:
General functionality (Admissions, Advising, Bursar, Records, Financial Aid) [Staff]	1	2	3	4	5	7	8
Academic Advising Services [All]	1	2	3	4	5	7	8
Register for Classes [U,G]	1	2	3	4	5	7	8
Bursar Services [U,G]	1	2	3	4	5	7	8
Financial Aid Services [U,G]	1	2	3	4	5	7	8
Faculty Services (rosters, grades) [F]	1	2	3	4	5	7	8
Human Resources Management System (HRMS):
E-Doc Services [Staff]	1	2	3	4	5	7	8
TIME - IU time keeping system [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
Purchasing/Accounts Payable [F,Staff]	1	2	3	4	5	7	8
Library online catalog (INDYCAT/IUCAT) [All]	1	2	3	4	5	7	8
OneStart Portal:
Navigation/Usability [All]	1	2	3	4	5	7	8
OneStart Calendar / Classifieds [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., online schedule of classes, financial aid, registration, add/drop, IUCAT, INSITE, etc.) [U,G,F]

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, mypage.iu.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

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 (856-5200, 856-5202) [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

39. UITS has installed approximately 1,500 wireless access points for PDA and laptop connectivity. Please indicate your overall satisfaction with this service by marking the appropriate response. [All]