UITS
IUPUI USER SATISFACTION SURVEY
MASTER 2004
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. 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 2004
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, telephone consulting at 274-4357, World Wide Web, IUIS, Decision Support Services)? [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 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 Service1 / 2 / 3 / 4 / 5 / 7 / 8
3. On a weekly basis, approximately how many hours do you use a computer?[All]
______/ hours4. How would you rate your computer expertise?[All]
Novice / Expert1 / 2 / 3 / 4 / 5
5. Do you have a computer or PDA at your residence (desktop, laptop or PDA that you sue at home)? [All]
Yes / No (if "No," please go to Question #6)a. What type of computer, laptop, or PDA do you have at your residence? (Please check all that apply)
1 / Intel-compatible computer running Windows 95, 98/ME2 / Intel-compatible computer running Windows NT or Windows 2000/XP
3 / Apple Macintosh or compatible
4 / Unix workstation (including microcomputers running LINUX)
5 / PDA (Please specify): ______
6 / Other (Please specify): ______
b. Do you have a printer at your residence?
Yes / Noc. If you access IUPUI computing systems, please indicate the service you use. Please mark all that apply.[All]
1 / UITS Local modem pool (278-5619)2 / UITS World modem pool (278-5620)
3 / UITS Express modem pool (278-5621)
4 / Commercial Internet service provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, IQuest, Earthlink, etc.)
5 / Departmental modem pool or modem attached to office/laboratory workstation
6 / 6. Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity (e.g., SBC)
7 / Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., Insight, Comcast, etc.)
8 / Other (please specify): ______
ELECTRONIC MAIL
6. UITS supports a variety of electronic mail systems to send messages (e-mail) to others at IUPUI 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 ServicePine (the mailer 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
7. Which e-mail system do you use most often?
Pine[All] / Webmail[All] / Microsoft Exchange/Outlook[F,Staff] / Outlook Web Access[F,Staff]Other (please specify):______[All]
8. If you use an external mail service (e.g. Hotmail, Yahoo mail, AOL, etc.), please indicate the usage frequency. [All]
Always / Frequently / Occasionally / Never9. How satisfied are you with the central e-mail list server (Listserv)?[All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
10. 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 Service1 / 2 / 3 / 4 / 5 / 7 / 8
USER SUPPORT SERVICES
11. 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 ServiceTelephone consulting (UITS Support Center, 274-4357, formerly "Help Desk") / 1 / 2 / 3 / 4 / 5 / 7 / 8
Walk-in consulting at UITS Support Center (ES2126, account services, how-to guides) / 1 / 2 / 3 / 4 / 5 / 7 / 8
On-line consulting resources (Knowledge Base, IT Help On-line, Support Center web site) / 1 / 2 / 3 / 4 / 5 / 7 / 8
Online account creation process for central UITS computers (http://www.iupui.edu/it/dags) / 1 / 2 / 3 / 4 / 5 / 7 / 8
UITS communications and publications on paper / 1 / 2 / 3 / 4 / 5 / 7 / 8
UITS News Vehicles (Newsbit, IT@IU, UITS items in JagNews) / 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 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
Software downloads via IUWare Online / 1 / 2 / 3 / 4 / 5 / 7 / 8
IUWare CD-ROM / 1 / 2 / 3 / 4 / 5 / 7 / 8
12. 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 Service1 / 2 / 3 / 4 / 5 / 7 / 8
DEPARTMENTAL SUPPORT
13. Does your position at IU require you to provide IT Support to faculty and staff in your school/department? [Staff]
Yes / No14. 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.
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of ServiceEducation/Certification Classes (EdCert) for departmental computing support staff [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
LSP Services (Consulting support to LSPs, LSPS Lab) [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Computer-based technical education software for departmental computing support staff (NETg) [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Online service request and problem tracking system for departmental support staff (Falcon) [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
E-mail Services and Support Team (ESST, advanced e-mail support for Exchange/Outlook) [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Data Management Support (DMS, consulting and instructional support for databases, spreadsheets, remote sensing, and geographic information systems, ) [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
15. 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 Service1 / 2 / 3 / 4 / 5 / 7 / 8
FACULTY AND ADMINISTRATIVE SUPPORT SERVICES
16. 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 ServiceMedia Acquisition (Digital Audio and Video Production, Slide and Photograph Scanning, Digital Photography, Media Conversion) [F, Staff] / 1 / 2 / 3 / 4 / 5 / 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
17. Overall, how satisfied are you with the quality of projects completed by Digital Media Services? [F, Staff]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
INSTRUCTIONAL AND STUDENT COMPUTING SERVICES
18. 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. Note: Student Technology Centers, or STC, were formerly known as Learning Centers.
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of ServiceStudent 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 UC2137[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
Central instructional and general purpose computers (Cord, Auburn)[All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Audio-based learning facilities (self-serve tape duplication, RealLecture streaming audio resource on Web) [U,G,F] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Oncourse (Internet-based distributed learning environment) [U,G,F] / 1 / 2 / 3 / 4 / 5 / 7 / 8
19. 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 Service1 / 2 / 3 / 4 / 5 / 7 / 8
CLASSROOM TECHNOLOGY SERVICES
20. 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 ServiceInstructional Technology Resources staff / 1 / 2 / 3 / 4 / 5 / 7 / 8
Instructional Technology Resources classroom equipment / 1 / 2 / 3 / 4 / 5 / 7 / 8
Advanced Technology Classrooms / 1 / 2 / 3 / 4 / 5 / 7 / 8
21. 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 #23)22. 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 Satisfie / Cannot Evaluate / Never Heard of ServiceYour experience with the VIC technology / 1 / 2 / 3 / 4 / 5 / 7 / 8
Support services for VIC / 1 / 2 / 3 / 4 / 5 / 7 / 8
23. 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 Service1 / 2 / 3 / 4 / 5 / 7 / 8
24. 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 Service1 / 2 / 3 / 4 / 5 / 7 / 8
RESEARCH AND ACADEMIC COMPUTING
25. 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 ServiceCentral 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 () [G,F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Center for Statistical and Mathematical Computing (Stat/Math Center; , 278-4740 ) [F,G,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
26. 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 Service1 / 2 / 3 / 4 / 5 / 7 / 8
UNIVERSITY INFORMATION SERVICES