UITS
IUB 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 BLOOMINGTON - 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, library online catalog, computer network, telephone consulting at 855-6789, World Wide Web, IUIS, Focus, Decision Support Services)? [All]
Not at All Important / Very Important / 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 computer, laptop, or PDA that you use at home)? [All]
Yes / No (if "No," please go to Question #7)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 or 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 the IU computing systems, please indicate the service you use. Please mark all that apply.
1. / UITS modem pool (856-5200, 856-5202)2. / Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, Blue Marble, Kiva, 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 mark 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 marking the appropriate response.
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of ServicePine (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
8. Which e-mail system do you use most often. (Please mark only one.)
Pine[All] / Webmail[All] / Microsoft Exchange/Outlook[F,Staff] / Outlook Web Access[F,Staff]Other (please specify):______[All]
9. If you use an external mail service (e.g. Hotmail, Yahoo mail, AOL, etc.), please indicate the usage frequency. [All]
Always / Frequently / Occasionally / Never10. How satisfied are you with the central e-mail list servers (Majordomo, Listserv)? [All]
Not at All Important / Very Important / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
11. Overall, how satisfied are you with the electronic mail systems available at IU? [All]
Not at All Important / Very Important / Cannot Evaluate / Never Heard of Service1 / 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 marking the appropriate response. [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of ServiceTelephone consulting (UITS Support Center, 855-6789) / 1 / 2 / 3 / 4 / 5 / 7 / 8
Walk-In consulting at UITS Support Center (IMU M084, Information Commons Main Library, disk recovery, account services, how-to guides, wireless setups) / 1 / 2 / 3 / 4 / 5 / 7 / 8
Online consulting resources (Knowledge Base, IT Help Online, Support Center web site) / 1 / 2 / 3 / 4 / 5 / 7 / 8
E-mail consulting () / 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 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
13. Overall, how satisfied are you with the user support services available at IU?[All]
Not at All Important / Very Important / Cannot Evaluate / Never Heard of Service1 / 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? [Staff]
Yes / No15. 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. [F,Staff]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of ServiceLSP Services (PICS, consulting support to LSPs, LAN lab) / 1 / 2 / 3 / 4 / 5 / 7 / 8
Departmental Support Laboratory (855-4960, IMU M086) / 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 and instructional support for databases, spreadsheets, remote sensing, and geographic information systems, ) / 1 / 2 / 3 / 4 / 5 / 7 / 8
16. Overall, how satisfied are you with departmental support services available at IU? [F,Staff]
Not at All Important / Very Important / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
FACULTY AND ADMINISTRATIVE SUPPORT SERVICES
17. 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 / 7 / 8
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
18. Overall, how satisfied are you with the quality of projects completed by Digital Media Services [F, Staff]
Not at All Important / Very Important / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
INSTRUCTIONAL AND STUDENT COMPUTING SERVICES
19. 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 marking the appropriate response.
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 (STC b/w printing services & STC color printing services)[All] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Infostations (public computers for brief, stand-up e-mail sessions)[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
Teaching & Learning Technologies Centers (TLTC, Main Library 305 and 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
20. On average, how many hours a week do you use the Student Technology Centers?[All]
1-5 hours / 6-10 hours / 11-15 hours / 16-20 hours / Over 20 hours / Never1 / 2 / 3 / 4 / 5 / 6
21. Do you live in campus housing, or use the Residential Technology Centers located throughout campus housing? [U,G]
Yes / No (if "No," please go to Question #23)22. UITS maintains the Residential Technology Centers located throughout campus housing (dormitories and apartments). In addition, Residential I.T. Services (RITS) provides in-room consulting appointments for help with your personal computer, as well as consulting in the Residential Technology Centers. If you live in campus housing and use such facilities and services, please indicate your overall satisfaction by marking the appropriate response. [U,G]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of ServiceResidential Technology Centers hardware (computers) / 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
Residential Technology Centers overall / 1 / 2 / 3 / 4 / 5 / 7 / 8
Knowledge and Ability of RITS consultants / 1 / 2 / 3 / 4 / 5 / 7 / 8
Courtesy and helpfulness of RITS consultants (in-room & RTC consulting) / 1 / 2 / 3 / 4 / 5 / 7 / 8
RITS Consulting overall / 1 / 2 / 3 / 4 / 5 / 7 / 8
23. On average, how many hours a week do you use the Residential Technology Centers? [U,G]
1-5 hours / 6-10 hours / 11-15 hours / 16-20 hours / Over 20 hours / Never1 / 2 / 3 / 4 / 5 / 6
24. Overall, how satisfied are you with instructional and student computing services available at IU? [All]
Not at All Important / Very Important / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
CLASSROOM TECHNOLOGY SERVICES
25. 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 marking the appropriate response. [ F]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of ServiceInstructional 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
26. 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 #28)27. 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 Satisfied / Cannot Evaluate / Never Heard of ServiceYour experience with VIC technology / 1 / 2 / 3 / 4 / 5 / 7 / 8
Support services for Virtual Indiana Classrooms / 1 / 2 / 3 / 4 / 5 / 7 / 8
28. 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 Important / Very Important / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
29. 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 Important / Very Important / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
RESEARCH AND ACADEMIC COMPUTING