INFORMATION TECHNOLOGY SERVICES
IU SOUTH BEND USER SATISFACTION SURVEY
MASTER 2007
INFORMATION TECHNOLOGIES SERVICES SURVEY ON INFORMATION SERVICES
AT INDIANA UNIVERSITY SOUTH BEND - MASTER 2007
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 - 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
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
9. Although IT is not directly responsible for the classroom facilities, overall, how satisfied are you with the physical characteristics of the generally-scheduled classrooms (e.g., lighting, acoustics, cleanliness, temperature, and projector screens)? [F, S]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
WEB SERVICES
10. IT supports access to and use of various network-based information services and tools. If you use such facilities and services, please indicate your satisfaction by selecting the appropriate response. [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of ServiceThe IU South Bend homepage (www.iusb.edu) / 1 / 2 / 3 / 4 / 5 / 7 / 8
Ease of navigation on IU South Bend
Web site / 1 / 2 / 3 / 4 / 5 / 7 / 8
Personal Web home pages (mypage.iusb.edu) / 1 / 2 / 3 / 4 / 5 / 7 / 8
11. Overall, how satisfied are you with Web services? [All]
Not at All Satisfied / Very Satisfied / Cannot Evaluate / Never Heard of Service1 / 2 / 3 / 4 / 5 / 7 / 8
DATA / TELECOM SERVICES
12. 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
Printed telephone directories [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Monthly invoice format [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
13. 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
14. 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
15. 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
16. 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
17. 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
UNIVERSITY INFORMATION TECHNOLOGY SERVICES
Many services are provided through University Information Technology Services (UITS) in Bloomington and Indianapolis for all IU campuses, including e-mail, Oncourse and administrative information systems.
ELECTRONIC MAIL
18. 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 ServiceMicrosoft Exchange/Outlook [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
WebMail/Cyrus [S] / 1 / 2 / 3 / 4 / 5 / 7 / 8
Outlook Web Access [F,Staff] / 1 / 2 / 3 / 4 / 5 / 7 / 8
19. Which e-mail system do you use most often?
Microsoft Exchange/Outlook [F,Staff] / WebMail/Cyrus [S]Outlook Web Access [F,Staff] / Other, please specify: [All]
20. If IU e-mail is not your primary account, have you set it to automatically forward to your primary e-mail account? [All]
Yes / No21. 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
22. 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
23. 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
24. 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
25. 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
26. 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
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
27. 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
28. 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
29. Are there additional comments you would like to make about Information Technologies? [All]
______
______
______
______
ABOUT YOU
30. How would you rate your computer expertise? [All]
Novice / Expert1 / 2 / 3 / 4 / 5
31. Do you have a computer (laptop or desktop) at your residence? [All]
Yes / No (if "No," GO TO Question #32)a. What type of computer is it?
1. / PC running Windows XP or Vista2. / PC running older versions of Windows
3. / Apple Mac OS
4. / LINUX
5. / Other (Please specify): ______
b. If you access IU South Bend IT computing resources from home, please indicate the service you use. Please mark all that apply.
1. / Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity2. / Cable Modem Service from local cable television service provider that offers high-speed connectivity
3. / Commercial Internet Service Provider for lower speed service, 56kb/s and below
7. / Other (please specify): ______
c. If you bring a laptop to campus, do you:
Use it in the classroom? / Yes / NoUse the campus wireless network? / Yes / No
32. Please respond to the following items to give us a better understanding of you as a student at IU South Bend. [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: