uits - indiana university bloomingtonuitssur/2002/iub/form02.doc · web viewclick here for...

UITS

IUB USER SATISFACTION SURVEY

MASTER 2002Click here for printable version in Microsoft Word Format.

Instructions:

Please fill out each question as completely as possible by circling your choice (or choices) 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 2002

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 EvaluateNever 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]

http://www.indiana.edu/~uitssur/2002/iub/form02.doc

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 at your residence (desktop computer or a laptop that you use at home)? [All]

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

a. If you have a computer at your residence, what type of computer is it?

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. Other (please specify): ________________________________________________

b. Do you have a printer at your residence? (Please circle one).

Yes No

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

1. UITS modem pool (855-4211, 856-5200, etc.)

2.Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, Blue Marble, Kiva, Hoosier On-line, 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 circle 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 circling 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

Eudora [All] 1 2 3 4 5 7 8

Web browser (e.g. Netscape, Internet Explorer) [All] 1 2 3 4 5 7 8

8. Which e-mail system, from those listed above, do you use most often (please circle one)?

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

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

Always Frequently Occasionally

10. How satisfied are you with the central e-mail list servers (Majordomo, Listserv)? [All]


Very Satisfied


1 2 3 4 5 7 8

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


Very Satisfied


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 circling the appropriate response. [All]


Cannot Evaluate


Telephone consulting (UITS Support Center, 855_6789) 1 2 3 4 5 7 8

Walk_in consulting at UITS Support Center (IMU M084, disk recovery, account services, how-to guides) 1 2 3 4 5 7 8

Online consulting resources (Knowledge Base, IT Help Online ) 1 2 3 4 5 7 8

E-mail consulting ([email protected]) 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 Instructor-led Computing Classes (STEPS&PROSTEPS) 1 2 3 4 5 7 8

Online training and computer based training provided by NETg 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]


Very Satisfied


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? (Please circle one.) [Staff]

Yes No

15. UITS provides a wide range of support and services directly to academic departments. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response. [F,Staff]


Cannot Evaluate


LSP Services (Partners in Computing Support, PICS, local support provider activities) 1 2 3 4 5 7 8

Departmental Support Laboratory (855_4960, IMU M086) 1 2 3 4 5 7 8

Local Area Network support (LAN lab) 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 support for GIS in research, [email protected]) 1 2 3 4 5 7 8

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


Very Satisfied


1 2 3 4 5 7 8

INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

17. 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 circling the appropriate response.


Cannot Evaluate


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

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

Infostations (public computers for brief, stand-up e-mail sessions) 1 2 3 4 5 7 8

[All]

Teaching and Learning Technologies Laboratory (TLTL, 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

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

1-5 hours 6-10 hours 10-15 hours 16-20 hours Over 20 hours Never

1 2 3 4 5 6

19. UITS maintains the network infrastructure Residential Technology Centers (RTC) located throughout campus housing (dormitories and apartments) for student use. If you live in campus housing and use such facilities and services, please indicate your overall satisfaction by circling the appropriate response. [U,G]


Cannot Evaluate


Residential Technology Centers hardware (computers, printers) 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

Ease and speed of connecting your computer to the halls network 1 2 3 4 5 7 8

Residential Technology Centers overall 1 2 3 4 5 7 8

Knowledge and Ability of RTC consultants 1 2 3 4 5 7 8

Courtesy and helpfulness of RTC consultants (in-room & RTC consulting) 1 2 3 4 5 7 8

Residential Technology Centers consulting overall 1 2 3 4 5 7 8

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

1-5 hours 6-10 hours 10-15 hours 16-20 hours Over 20 hours Never

1 2 3 4 5 6

21. Overall, how satisfied are you with instructional and student computing services available at IU? [All]


Very Satisfied


1 2 3 4 5 7 8

CLASSROOM TECHNOLOGY SERVICES

22. 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 circling the appropriate response. [ F]


Cannot Evaluate


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

23. 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 circling the appropriate response. [F]


Cannot Evaluate


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

24. 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]


Very Satisfied


1 2 3 4 5 7 8

25. 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]


Very Satisfied


1 2 3 4 5 7 8

RESEARCH AND ACADEMIC COMPUTING

26. 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 circling the appropriate response.


Cannot Evaluate


Central research and high performance computers (Research SP, Sun E10000, PC Cluster) [G,F,S] 1 2 3 4 5 7 8

Central instructional and general purpose computers (Steel) [All] 1 2 3 4 5 7 8

Support for high performance computing ([email protected]) [G,F,Staff] 1 2 3 4 5 7 8

Center for Statistical and Mathematical Computing (Stat/Math Center; [email protected], 855-4724 ) [F,G,Staff] 1 2 3 4 5 7 8

Unix Workstation Support Group (UWSG, 855-2627) [All] 1 2 3 4 5 7 8

Bioinformatics software and support [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

27. Overall, how satisfied are you with the research computing services available at IU? [G,F,Staff]


Very Satisfied


1 2 3 4 5 7 8

UNIVERSITY INFORMATION SYSTEMS

28. 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 circling the appropriate response.


Cannot Evaluate


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

29. Overall, how satisfied are you with student support systems made available by University Information Systems at IU (e.g., IUCAT, online schedule of classes, financial aid, registration, add/drop, etc.)? [U,G]


Very Satisfied


1 2 3 4 5 7 8

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


Very Satisfied


1 2 3 4 5 7 8

NETWORK-BASED INFORMATION SERVICES

31. 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 circling the appropriate response. [All]


Cannot Evaluate


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 news groups 1 2 3 4 5 7 8

SiteScape Forums for instruction conferencing 1 2 3 4 5 7 8

32. Overall, how satisfied are you with network-based information services? [All]


Very Satisfied


1 2 3 4 5 7 8

DATA NETWORK SERVICES

33. 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 circling the appropriate response.


Cannot Evaluate


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

34. Overall, how satisfied are you with the network services available at IU? [All]


Very Satisfied


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 circling the appropriate response.

Not at All Satisfied Very

SatisfiedCannot Evaluate


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

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]


Very Satisfied


1 2 3 4 5 7 8

GENERAL ASSESSMENT

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


Very Satisfied


1 2 3 4 5 7 8

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


Very Satisfied


1 2 3 4 5 7 8

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


Very Satisfied


1 2 3 4 5 7 8

40. 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


1 2 3 4 5 7 8

41. 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]]


Very Satisfied


1 2 3 4 5 7 8

NON-UITS SERVICES

42. 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 circling the appropriate response.


Cannot Evaluate


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

Statistical Consulting Service ([email protected]) [G,F] 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

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

Thank You for Your Assistance!

Center for Survey Research

1022 East Third Street

Bloomington, Indiana 47405

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