INFORMATION TECHNOLOGY SERVICES
IU SOUTH BEND USER SATISFACTION SURVEY
MASTER 2010
Welcome to the Information Technology User Satisfaction Survey 2010
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 or call 1-888-226-9234.
What it’s about--
This survey of IU South Bend faculty, staff and students is being conducted to assess and improve the services that IT 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 IT 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 are interested in previous survey results, visit http://www.indiana.edu/~regitsur/.
If you need to exit the survey before finishing, you can return at a later time. 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 .
On to the survey—
If you have read this form and agree to take part in this survey, 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.
GENERAL USER SUPPORT SERVICES
1. Information Technologies (IT) 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 ServiceIT HelpDesk staff (DW 1245) - knowledge and ability [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
IT HelpDesk staff (DW 1245) - courtesy & helpfulness [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
IT HelpDesk staff (DW 1245) - responsiveness [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Database programming and support [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
IT Web pages [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Availability of information concerning IT computers and services [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
STARTUP classes in computing labs [F,S] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Technology training classes provided through Extended Learning Services [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
UCET Technology training classes [F] / 1 / 2 / 3 / 4 / 5 / 7 / 8
IU Knowledge Base [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
IUware Online [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
2. Overall, how satisfied are you with the general IT user support services available at IU South Bend? [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
STUDENT COMPUTING LABS
3. IT maintains a number of student computing labs designated specifically for student use and instruction. If you use such facilities and services, please indicate your satisfaction by selecting the appropriate response.
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of ServiceStudent Computing Labs hardware [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Student Computing Labs software [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Availability of Student Computing Labs [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Knowledge and ability of Student Computing Labs consultants [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Courtesy and helpfulness of Student Computing Labs consultants [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Cleanliness of Computing Labs [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
4. Net Express workstations are located in hallways and lobbies on campus. Please indicate your satisfaction by selecting the appropriate response. [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
5. If you have used one of our mobile laptop PC units in the classroom, please indicate your satisfaction by selecting the appropriate response. [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
6. Overall, how satisfied are you with IT instructional and student computing labs available at IU South Bend? [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
CLASSROOM TECHNOLOGY SERVICES
7. IT provides permanently installed classroom technology equipment and support for all generally-scheduled classrooms. If you use these facilities and services, please indicate your satisfaction by selecting the appropriate response. [F]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of ServiceClassroom tech staff – knowledge and ability / 1 / 2 / 3 / 4 / 5 / 7 / 8
Classroom tech staff – courtesy and helpfulness / 1 / 2 / 3 / 4 / 5 / 7 / 8
Classroom tech staff - responsiveness / 1 / 2 / 3 / 4 / 5 / 7 / 8
Classroom technology equipment / 1 / 2 / 3 / 4 / 5 / 7 / 8
8. Overall, how satisfied are you with classroom technology services? [ALL]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
DATA / TELECOM SERVICES
9. IT provides campus networking, data activations, telephone service and phone repair. If you use such facilities and services, please indicate your satisfaction by selecting the appropriate response.
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of ServiceReliability 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
Wireless network availability [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Wireless network reliability [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Campus Switchboard (520-4872 or 0) [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Telephone support staff – knowledge and ability [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Telephone support staff – courtesy and helpfulness [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Telephone support staff – responsiveness [F, Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Telephone equipment (e.g., telephone sets) [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Online telephone directories [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Campus office voice mail services (520-4848) [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
10. Overall, how satisfied are you with data and telecommunication services? [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
GENERAL ASSESSMENT
11. How helpful has the information technology environment at IU South Bend been in your teaching activities? [F]
Not at All helpful / Very helpful / Cannot Evaluate1 / 2 / 3 / 4 / 5 / 7
12. How helpful has the information technology environment at IU South Bend been in your research activities? [S,F]
Not at All helpful / Very helpful / Cannot Evaluate1 / 2 / 3 / 4 / 5 / 7
13. How helpful has the information technology environment at IU South Bend been in your learning experience? [S]
Not at All helpful / Very helpful / Cannot Evaluate1 / 2 / 3 / 4 / 5 / 7
14. Overall, how satisfied are you with information technology services (including Help Desk, classroom technology, student labs, database support, office computers, Web-based information, network and telephone systems) offered by IU South Bend IT during the past year? [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate1 / 2 / 3 / 4 / 5 / 7
ELECTRONIC MAIL
15. IT 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 selecting the appropriate response.
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of ServiceImail [S] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Umail [S] / 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
16. Which e-mail system do you use most often?
a) Microsoft Exchange/Outlook [F, Staff]
b) Outlook Web Access [F, Staff]
17. If IU e-mail is not your primary account, have you set it to automatically forward to your primary e-mail account? [All]
Yes / No18. How often do you check your IU e-mail? [All]
Several times a day / Once a day / Several times a week / Once a week / Less than once a week1 / 2 / 3 / 4 / 5
19. IT at IU provides an anti-spam service to quarantine potential spam e-mail. Indicate your overall satisfaction by selecting the appropriate response. [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
20. Overall, how satisfied are you with the e-mail services provided by IU? [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
ONCOURSE
21. Oncourse, a tool for creating and maintaining Web-based teaching and learning resources, is available to faculty and students at Indiana University. Respond to the following in reference to your experience with Oncourse. [F,S]
a. From where do you connect to Oncourse?
Campus / Home / Both locations / Do not useb. Indicate your level of satisfaction with Oncourse at IU:
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
RESEARCH AND ACADEMIC COMPUTING
22. Overall, how satisfied are you with the IU IT research computing services available centrally? [S,F]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
UNIVERSITY INFORMATION SERVICES
23. IT Computing Services helps to support 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 selecting the appropriate response.
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of ServiceStudent Information Systems:
General functionality (Admissions, Advising, Bursar, Records, Financial Aid) [All] / 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 [S] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Student Information Systems:
Bursar Services [S] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Student Information Systems:
Financial Aid Services [S] / 1 / 2 / 3 / 4 / 5 / 7 / 8
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
Faculty Annual Report (FAR) [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
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 [S] / 1 / 2 / 3 / 4 / 5 / 7 / 8
24. 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, etc.) [S, F]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
25. 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 Service1 / 2 / 3 / 4 / 5 / 7 / 8
IMPROVEMENTS AND SUGGESTIONS
26. Are there additional comments you would like to make about Information Technologies? [All]
______
______
______
27. What IT-related needs or expectations do you have that aren’t being met? [All]
______
______
______
ABOUT YOU
28. How would you rate your computer expertise? [All]
Novice / Expert1 / 2 / 3 / 4 / 5
29. Do you have a computer (laptop or desktop) at your residence? [All]
Yes / No (if "No," GO TO Question #30)a. What type of computer is it?
1. / Computer running Windows2. / Apple Macintosh or compatible
3. / Unix workstation
4. / Other (Please specify): ______
b. If you have a laptop, do you bring it to campus?