UITS

IUB User Satisfaction Survey

Master 2009

Click here for a printable version in Microsoft Word Format.

Welcome to the Information Technology User Satisfaction Survey 2009

To open the survey, please enter your Survey ID and Password in the boxes below and click on the "Login" button. If you have any problems accessing the survey, please e-mail csr@indiana.edu or call 1-888-226-9234.

What it's about--

This survey of IUB faculty, staff and students is being conducted to assess and improve the services that UITS offers. Your judgments about the quality of our services are important because they help us identify the areas in which we are succeeding, point to the services we need to improve, and highlight the areas in which we need to offer new services. Your considered evaluation of our services is even more important because of the continuing reduction in funding for UITS and its services by the State. Please be assured that your answers are confidential and no individual's answers will ever be identified in any report. Your participation is voluntary. Your decision to participate will in no way affect your standing with the university.

If you need to exit the survey before finishing, you can return at a later time. When you return, use the "Continue" button to review your previous answers and return to where you exited. You may also view a PDF of the complete survey questionnaire or print this screen. If you have any questions or concerns about the study, please e-mail csr@indiana.edu.

On to the survey--

If you have read this form and agree to take part in this survey, please click the "Proceed to the survey" button.

1. Proceed to the survey
2. I do not wish to participate

Please answer each question as completely as possible by selecting your answers in the circle or 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 select 7 for "cannot evaluate" this service. If you have no knowledge of the service in question, please select 8 for "never heard of service" rather than not answering the question.



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., Support Center Consulting at 855-6789, Student Technology Centers, electronic mail, Internet, research computers, library online catalog, computer network, and administrative systems)?

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

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
1234578

3. How would you rate your computer expertise? [ALL]

Novice Expert
12345

4. Where do you live [UND, GRD]

a) On-campus/Greek housing

b) Off-campus (apartment, house) (if =a, skip Q8)


5. Do you have a computer at your residence? [ALL]

a) Yes

b) No (if No, please go to Question #9)


6. What type of computer do you have at your residence? [ALL]

a) Only Workstation

b) Only Laptop

c) Both Workstation and Laptop


7. What operating system/s do you have on the residence computer? (Please select all that apply.) [ALL]

a) Windows Vista

b) Windows XP

c) Windows [other]

d) Mac OS X 10.5

e) Mac OS X 10.4

f) Mac OS X [other]

g) Mac OS 9 or older

h) Linux

i) Unix

j) Other system/s (please specify): _________


8. If you access the IUB computing systems from your off-campus residence, indicate the service you use. (Please select all that apply.) [All]

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

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

c) Departmental modem pool or modem attached to office/laboratory workstation

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

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

f) Other (please specify)


ELECTRONIC MAIL

9. 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 selecting the appropriate response.

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
WebMail/Cyrus [FAC, STF] 1234578
Imail/Umail [UND, GRD] 1234578
Microsoft Exchange/Outlook [FAC,STF] 1234578
Outlook Web Access [FAC,STF] 1234578

10. Which e-mail system do you use most often?

a) WebMail/Cyrus [FAC,STF]

b) Imail/Umail [UND, GRD]

c) Microsoft Exchange/Outlook [F,Staff]

d) Outlook Web Access [F,Staff]

e) Other (please specify)_____________ [All]


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
1234

12. How satisfied are you with the following e-mail services? [ALL]

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Anti-spam service to move spam e-mail into a special folder 1234578
Central e-mail list server (Listserv)? 1234578

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

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578


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 selecting the appropriate response. [All]

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Telephone consulting UITS Support Center (855-6789) 1234578
Walk-in consulting UITS Support Center (Information Commons Main Library) 1234578
Chat consulting UITS Support Center (http://ithelplive.iu.edu) 1234578
E-mail consulting UITS Support Center (ithelp@iu.edu) 1234578
Online support resources (Knowledge Base, http://uits.iu.edu) 1234578
Online account creation process for central UITS computers (https://itaccounts.iu.edu/) 1234578
IT Training & Education: STEPS Instructor-led Computing Workshopss 1234578
IT Training and Education: Self-study services (e.g., Skillsoft and Microsoft eLearning courses, STEPS self-study materials, Oncourse Feature Demos) 1234578
IUware online 1234578
Software deals via IU contracts (e.g., Microsoft, Symantec) 1234578

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

# of Surveys Returned Rated Service Unable to Rate Service Never Heard of Service No Response given
         


USER COMMUNICATION

16. UITS communicates with students, faculty, staff, and external audiences through a variety of media and activities. If you have received information from any of the following sources in the past year, please indicate your satisfaction by selecting the appropriate response. [All]

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
UITS electronic news (Monitor, IT@IU, News, Events, & Spotlight at uits.iu.edu) 1234578
IT awareness events (e.g., Making IT Happen, special IT conferences and presentations) 1234578

17. Overall, how satisfied are you with UITS user communication at IUB? [All]

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578


INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

18. UITS maintains a large number of computer facilities and services designated to facilitate student learning and enhance instruction. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Student Technology Centers hardware (computers, scanners, etc.) [All] 1234578
Student Technology Centers software [All] 1234578
Black & white and color printing services[All] 1234578
Student Technology Centers consulting [All] 1234578
Campus In-room Residential consulting and Residential Technology Centers consulting [G, U] 1234578
Infostations (public computer for brief stand-up e-mail sessions) [All] 1234578
Teaching & Learning Technologies Centers (TLTC, Main Library 305 and Ballantine Hall 307) [F] 1234578
Media Design and Production provides a wide variety of services to the system-wide university community such as web development, video and audio production, photography, media conversion, and graphic design and animation. How satisfied are you with the quality of the services provided by Media Design and Production? [F, Staff] 1234578

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

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

CLASSROOM TECHNOLOGY SERVICES

20. UITS provides Classroom Technology Services (e.g., permanently installed classroom equipment, delivery of equipment, classroom technology support staff) designed to facilitate the use of information technologies in the classroom. Overall, how satisfied are you with the quality of these services? [F]

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578


RESEARCH TECHNOLOGIES

21. 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 selecting the appropriate response.

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Central research and high performance computers (Big Red, Libra, Quarry, and RDC clusters) [F, G, Staff] 1234578
Central instructional and general purpose Unix computers (Steel/Quarry) [All] 1234578
Center for Statistical and Mathematical Computing (Stat/Math Center, statmath@indiana.edu, 855-4724) [All] 1234578
Geographic Information Systems (GIS) Services
uitsgis@indiana.edu [All]
1234578
Massive Data Storage Service (MDSS/HPSS) [F G, Staff] 1234578
RFS (Research File System) [F, G, Staff] 1234578

22. Overall, how satisfied are you with the UITS research technology services available at IUB? [All]

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578


ENTERPRISE SOFTWARE

23. Through the Enterprise Software (ES) Division, UITS supports a number of information systems in support of administrative and academic services on campus. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

Academic Systems: Student Information Systems Not at all satisfied Very satisfied Cannot evaluate Never heard of service
General functionality (Admissions, Advising, Bursar, Records, Financial Aid) [F, Staff] 1234578
Academic Advising Services [F, Staff] 1234578
Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [G, U] 1234578
Faculty Services (rosters, grades) [F] 1234578
Oncourse CL (Web-based distributed learning environment) [F, G, U] 1234578
Library online catalog (INDYCAT/IUCAT) [All] 1234578

Business Systems: Human Resources Management System (HRMS) Not at all satisfied Very satisfied Cannot evaluate Never heard of service
E-Doc Services [Staff] 1234578
TIME - IU time keeping system [F, Staff] 1234578
General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic W-2, etc.) [F, Staff] 1234578

Business Systems: Fiscal Systems Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Financial Information System (FIS) [F, Staff] 1234578
Purchasing/Accounts Payable [F, Staff] 1234578
Travel System [F, Staff] 1234578
Maintenance Management System (MMS) [Staff] 1234578
E-Commerce Systems [All] 1234578

Integration Systems Not at all satisfied Very satisfied Cannot evaluate Never heard of service
IU Information Environment (IUIE) [Staff] 1234578
User eXperience Group (UXG) [Staff] 1234578
OneStart Portal: Navigation/Usability [All] 1234578
OneStart Calendar / Classifieds [G, U] 1234578

24. Overall, how satisfied are you with academic systems made available by Enterprise Software at IUB (e.g., Oncourse CL, student self-service, IUCAT, etc.) [F, G, U]

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

25. Overall, how satisfied are you with the business systems available at IUB? [Staff]

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578


NETWORK-BASED SERVICES

26. UITS supports access to and use of various web services and tools. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response. [All]

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Publishing on IU Web servers (www.indiana.edu) 1234578
Personal Web home pages (Steel/Mercury, mypage.iu.edu) 1234578
IU Search (search.iu.edu) 1234578
Wireless access points available on campus 1234578
Video conferencing (polycom and video bridges) [F,Staff] 1234578

27. UITS provides campus networking, dial-in modems, data activations, and repair services. Overall, how satisfied are you with such network services available at IUB? [All]

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578


VOICE SERVICES

28. 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 selecting the appropriate response.

  Not at all satisfied Very satisfied Cannot evaluate Never heard of service
Campus housing voice mail services [G, U] 1234578
Campus housing telephone customer service [G, U] 1234578
Campus Switchboard (855-4848 or 0) [All] 1234578
Teleconference service provided by Campus Switchboard (855-4848 or 0) [F, Staff] 1234578
Installation and repair of campus data jacks and telephones [F, Staff] 1234578
Campus office telephone equipment (single line sets, business sets, etc.) [F, Staff] 1234578
Campus office telephone service [F, Staff] 1234578
Campus office telephone customer support [F, Staff] 1234578
Campus office voice mail services [F, Staff]              
Campus office long distance [F, Staff] 1234578


GENERAL ASSESSMENT

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

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

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

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

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

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

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

Not at all satisfied Very satisfied Cannot evaluate Never heard of service
1234578

Improvements and Suggestions

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

_________________________________________________________________________________________________

_________________________________________________________________________________________________

_________________________________________________________________________________________________


34.If you need an IT staff member 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: _______________


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