INFORMATION TECHNOLOGY SERVICES
IUSB USER SATISFACTION SURVEY
MASTER 2005
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 mark 7 for cannot evaluate this service. If you have no knowledge of the service in question, please mark 8 for never heard of service rather than not answering the question.
INFORMATION TECHNOLOGIES SERVICES SURVEY ON INFORMATION SERVICES
AT INDIANA UNIVERSITY SOUTH BEND - MASTER 2005
COMPUTING AND COMPUTER NETWORKING
1. Overall, how satisfied are you with the computing environment offered by Information Technologies (IT) during the past year (e.g., student computing facilities, electronic mail, computer network, telephone consulting at the HelpDesk (520-5555), World Wide Web)? [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
2. Overall, how important are IT 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. How long have you been using computers? [All]
Less than one year / 1-4 years / 5-9 years / 10-19 years / 20 years or more1 / 2 / 3 / 4 / 5
4. On a weekly basis, approximately how many hours do you use a computer? [All]
______/ hours5. Your comfort level in using a computer. [All]
Very uncomfortable / Very comfortable1 / 2 / 3 / 4 / 5
6. 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 in your residence, what type of computer is it?
1. / Intel-compatible computer running Windows 95, 98/ME2. / Intel-compatible computer running Windows NT, Windows 2000, or Windows XP
3. / Apple Macintosh or compatible
4. / Unix workstation (including microcomputers running LINUX)
5. / Other (Please specify): ______
b. If you access IT computing resources from home, please indicate the service you use. Please mark all that apply.
1. / IT modem pool (520-0508)2. / IT express modem pool (520-4809)
3. / IT Elkhart modem pool (295-5929)
4. / Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, IQuest, INdynet, etc.)
5. / Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity (e.g., Ameritech)
6. / Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., ATT, Insight, Comcast, etc.)
7. / Other (please specify): ______
7. Do you use a PDA?[ [All]
Yes / No (if "No," GO TO Question #8)a. If you use a PDA, what type of PDA do you have?
Palm Pilot / iPAQ / BlackBerry / Other (Please specify)ELECTRONIC MAIL
8. IT supports a variety of electronic mail systems to send messages (e-mail) to others at IUSB 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 ServiceOutlook [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
WebMail [S] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Web browser (e.g. Netscape, Internet Explorer) [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
9. Which e-mail system do you use most often?
Outlook [F,Staff] / WebMail [S]Web browser [All] / Other (please specify): ______[All]
10. Is your IUSB e-mail account your primary or secondary account? [All]
Primary / Secondary11. 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
12. IT at IU 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 Service1 / 2 / 3 / 4 / 5 / 7 / 8
13. How many e-mail accounts do you have? [All]
1 / 2-4 / 5 or more1 / 2 / 3
14. 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
USER SUPPORT SERVICES
15. 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 marking the appropriate response. [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of ServiceTelephone consulting (IT HelpDesk, 520-5555) [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Walk in consulting at IT HelpDesk (DW1245) [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
IU Knowledge Base [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
IUSB IT Website [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
Con Ed Technology training classes [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
UCET Technology training classes [F] / 1 / 2 / 3 / 4 / 5 / 7 / 8
IUware CD-ROM [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
16. In summary, how satisfied are you with the IT user support services available at IUSB? [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
STUDENT COMPUTING LABS
17. 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 overall satisfaction by marking 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
18. Do you use the Net Express workstations? [All]
Yes / No19. Overall, how satisfied are you with IT instructional and student computing labs available at IUSB? [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
INSTRUCTIONAL MEDIA AND CLASSROOM TECHNOLOGY SERVICES
20. IT, through Instructional Media Services (IMS), 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 Media Services staff / 1 / 2 / 3 / 4 / 5 / 7 / 8
Instructional Media Services classroom equipment / 1 / 2 / 3 / 4 / 5 / 7 / 8
Old style tech desk / 1 / 2 / 3 / 4 / 5 / 7 / 8
New tech desk / 1 / 2 / 3 / 4 / 5 / 7 / 8
21. IT provides technology support for Distance Education via the TV/Polycom Classrooms. If you use this technology, and support services, please indicate your overall satisfaction by marking the appropriate response. [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of ServiceYour experience with the Distance Ed technology / 1 / 2 / 3 / 4 / 5 / 7 / 8
Support services for Distance Ed / 1 / 2 / 3 / 4 / 5 / 7 / 8
22. How often do you use the Polycom facilities? [All]
At least 5 times / semester / 2-4 times / semester / Once / semester / Never1 / 2 / 3 / 4
23. Classroom facilities vary from building to building and room to room. Overall, how satisfied are you with presentation technology in the upgraded classrooms (e.g. lighting, acoustics, and projector screens)? [F, S]
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
25. 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
26. Overall, how satisfied are you with the 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
27. 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 marking 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
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 [S] / 1 / 2 / 3 / 4 / 5 / 7 / 8
28. 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
29. 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
WEB-BASED INFORMATION SERVICES
30. IT 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 ServiceThe IUSB homepage ( / 1 / 2 / 3 / 4 / 5 / 7 / 8
Ease of navigation on IUSB Web site / 1 / 2 / 3 / 4 / 5 / 7 / 8
Personal Web home pages / 1 / 2 / 3 / 4 / 5 / 7 / 8
31. Overall, how satisfied are you with web-based information services? [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
DATA / TELECOM SERVICES
32. IT provides campus networking, dial-in modem, data activations, telephone services, 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 ServiceDial-in modem services [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
Data jack activations [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Data jack repair services [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Wireless network access [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Campus Switchboard (520-4111 or 0) [All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Telephone repair service [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Campus office telephone service [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Telephone equipment (e.g., telephone sets) [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Printed telephone directories [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Installation of campus office data jacks and telephones [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
Monthly invoice format [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
33. Overall, how satisfied are you with the services offered by the Data and Telecom Division of IT during the past year
(e.g., dial–in modem, campus telephone services)? [All]
1 / 2 / 3 / 4 / 5 / 7 / 8
GENERAL ASSESSMENT
34. How helpful has the information technology environment at IUSB been in your teaching activities? [F]
Not at All helpful / Very helpful / Cannot Evaluate1 / 2 / 3 / 4 / 5 / 7
35. How helpful has the information technology environment at IUSB been in your research activities? [S,F]
Not at All helpful / Very helpful / Cannot Evaluate1 / 2 / 3 / 4 / 5 / 7
36. How helpful has the information technology environment at IUSB been in your learning experience? [S]
Not at All helpful / Very helpful / Cannot Evaluate1 / 2 / 3 / 4 / 5 / 7
37. Please state your level of agreement with the following statement: The information technology environment was an important factor in my decision to attend or work at IUSB. [All]
Strongly disagree / Strongly agree / Cannot Evaluate1 / 2 / 3 / 4 / 5 / 7
38. Overall, how satisfied are you with the information technology services (Help Desk, classroom technology, student labs, telephone systems, Web-based information) offered by IT during the past year? [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate1 / 2 / 3 / 4 / 5 / 7
IMPROVEMENTS AND SUGGESTIONS
39. Are there additional comments you would like to make about Information Technologies? [All]
______
______
______
______
ABOUT YOU
40. Please respond to the following items to give us a better understanding of you as a student at IUSB. [S]
a. How many classes do you take in a typical semester?
1 or 2 / 3 or 4 / More than 4b. Would you describe yourself as a:
Traditional student (entered college immediately after high school; 24 years or under) / Non-traditional student (many years between high school and college; 25 years or older when starting college)c. While a student, do you:
Work full-time / Work part-time / Have no paid employmentd. Are you a:
Male / Female41. If you need an IT staff member to contact you to discuss any aspect of IT services at IU South Bend, please provide the information requested below. This information will be passed on to the IT, 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 IU South Bend.
Please mail completed questionnaire to:
Center for Survey Research
1022 East Third St.
Bloomington, IN. 47405