UITS

IUPUI 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-PURDUE UNIVERSITY, INDIANAPOLIS - 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, computer network, Support Center consulting at 274-4357, 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)

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

Yes

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

a. 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): _____________________________

b. If you access IUPUI computing systems from your residence, indicate the service you use. Please mark all that apply.

1

UITS modem pool (278-5620, 278-5621)

2

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

3

Departmental modem pool or modem attached to office/laboratory workstation

4

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

5

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

6

Other (please specify): ________________________________________________

7. Do you use a PDA? [All]

Yes

No (if "No," GO TO Question #8)

a. 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 the University 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 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

Blackberry-BES Service [F,Staff]

1

2

3

4

5

7

8

9. 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]
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 server (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 IUPUI?[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 (274-4357)

1

2

3

4

5

7

8

Walk in consulting UITS Support Center (ICTC)

1

2

3

4

5

7

8

On-line consulting 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 (Newsbit; IT@IU; News, Events, & Spotlight at uits.iu.edu; UITS items in JagNews)

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 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

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," 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 UITS departmental support services available at IUPUI? [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

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 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[All] 

1

2

3

4

5

7

8

Student Technology Centers multimedia in IT131 [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

Center for Teaching and Learning (UL 1125) [All]

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

23. 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

24. 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

Classroom Services staff

1

2

3

4

5

7

8

Classroom Services classroom equipment

1

2

3

4

5

7

8

Advanced Technology Classrooms

1

2

3

4

5

7

8

25. 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," GO TO Question #27)

26. 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

27. 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

28. 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

29. 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 ) [G,F,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

30. Overall, how satisfied are you with the UITS research 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

UNIVERSITY INFORMATION SERVICES

31. Through the University Information Systems 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

Student Information Systems:
Academic Advising Services [All]

1

2

3

4

5

7

8

Student Information Systems:
Register for Classes [U,G]

 

1

2

3

4

5

7

8

Student Information Systems:
Bursar Services [U,G]

 

1

2

3

4

5

7

8

Student Information Systems:
Financial Aid Services [U,G]
             
Student Information Systems:
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

Human Resources Management System (HRMS):
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 Portal:
OneStart Calendar / Classifieds [U, G]

 

1

2

3

4

5

7

8

32. Overall, how satisfied are you with student support systems made available by University Information Services at IUPUI (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

33. Overall, how satisfied are you with the administrative support systems available at IUPUI? [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

34. 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 (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

35. 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

36. 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 (278-5620, 278-5621) [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

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

37. 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

38. 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]

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

1

2

3

4

5

7

8

VOICE SERVICES

39. 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

Teleconference service provided by Campus Switchboard (274-5555 or 0) [All]

1

2

3

4

5

7

8

Printed telephone directory [All]

1

2

3

4

5

7

8

Pager Services [F, Staff]

1

2

3

4

5

7

8

Cellular telephone services [F, Staff]

1

2

3

4

5

7

8

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

1

2

3

4

5

7

8

Campus office telephone equipment [F, Staff]

1

2

3

4

5

7

8

Campus office telephone service consulting [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

Campus office long distance service [F, Staff]

1

2

3

4

5

7

8

40. Overall, how satisfied are you with the voice services offered by UITS during the past year (e.g., long distance calling service, telephone service, features equipment, voice mail, and Campus Switchboard)? [F,Staff]

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

GENERAL ASSESSMENT

41. 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

42. 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

43. 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

44. 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

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

Not at All Satisfied

 

 

 

Very Satisfied

Cannot Evaluate

1

2

3

4

5

7

IMPROVEMENTS AND SUGGESTIONS

46. Are there additional comments you would like to make about University Information Technology Services? [All]



47. If you need an IT staff to contact you to discuss with you any aspect of IT services at IU, please provide the information
requested below. This information will be passed on to UITS, but your survey responses will remain confidential. [All]

Name: _______________ Phone: _______________

E-mail: _______________ Question/problem related to: _______________


Thank You for Your Assistance!

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

Please mail completed questionnaire to
Center for Survey Research
1022 East Third St.
Bloomington, IN. 47405