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User Survey Results 2008

2008 User Satisfaction Survey Master

Welcome to the Information Technology User Satisfaction Survey 2008

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 csr@indiana.edu or call 1-888-226-9234.

What it’s about —

This survey of IU Northwest 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 need to exit the survey before finishing, you can return at a later time. When you return, use the "Continue" button to review your previous answers and return to where you exited. 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 csr@indiana.edu.

On to the survey —

If you have read this form and agree to take part in this survey, please click the "Proceed to the survey" button.

Proceed to the survey
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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.

Computing and Computer Networking

1. Overall, how satisfied are you with the computing environment offered by Information Technology Services (IUNITS) during the past year (e.g., Student Technology Centers, computer equipped classrooms, electronic mail, computer network, telephone consulting at 981-HELP, World Wide Web)? [All]

Not at all satisfied				Very satisfied	Cannot evaluate	Never heard of service
1	2	3	4	5	7	8

2. Overall, how important are Information Technology systems and services to your work or study? [All]

Not at all important				Very important	Cannot evaluate	Never heard of service
1	2	3	4	5	7	8

3. How would you rate your computer expertise? [All]

Novice				Expert
1	2	3	4	5

4. How long have you been using computers? [All]

Less then one year	1-4 years	5-9 years	10-19 years	20 years or more
1	2	3	4	5

5. On a weekly basis, approximately how many hours do you use a computer? [All]

Less then 1 hour	1-5 hours	6-10 hours	11-15 hours	16-20 hours	Over 20 hours
1	2	3	4	5	6

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 # 8)

a. What type of computer do you have at your residence? (Please select all that apply.) [All]

1. PC running Windows Vista

2. PC running Windows XP

3. PC running other Windows operating Systems (e.g. , NT, 98/ME,2000)

4. Apple Macintosh

5. Unix workstation (including microcomputers running LINUX)

6. Other (Please specify): _________

b. If you access IU Northwest computing systems from home, please indicate the service you use. (Please select all that apply.) [All]

1. Local modem pool

2. Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, NetNitco, etc.)

3. High Speed DSL or cable modem connection (e.g., Comcast)

4. Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., TCI, SBC, etc.)

5. Other (please specify): _________

7. Do you use a laptop computer while on campus? [All]

Yes

No (if "No" go to Question # 8)

I don't own a laptop computer

a. If you bring a laptop computer to campus, how do you access the network? [ALL]

1. Wireless

2. I don't plug into the network

Electronic Mail

8. UNITS supports a variety of electronic mail systems to send messages (e-mail) to others at IU Northwest 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 service
IU 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

9. Which e-mail system do you use most often for university business? (Please mark only one.)

1. IU WebMail [All]

2. Microsoft Exchange/Outlook [F,Staff]

3. Outlook Web Access [F,Staff]

4. Other (please specify) __________ [All]

10. If you use an external mail service (e.g. Hotmail, Yahoo mail, AOL, etc.), indicate the usage frequency. [All]

Always	Frequently	Occasionally	Never
1	2	3	4

11. How satisfied are you with the following email services? [All]

	Not at all satisfied			Very satisfied		Cannot evaluate	Never heard of service
Anti-spam service to move spam e-mail into a special folder	1	2	3	4	5	7	8
Central e-mail list server (Listserv)?	1	2	3	4	5	7	8

12. Overall, how satisfied are you with the electronic mail systems available at IUN? [All]

Not at all satisfied				Very satisfied	Cannot evaluate	Never heard of service
1	2	3	4	5	7	8

User Support Services

13. IUNITS 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 service
Telephone consulting (IUNITS Support Center, 981-HELP, formerly "Help Desk")	1	2	3	4	5	7	8
Walk-in consulting at IUNITS Support Center (Raintree 204, account services, E-mail, microcomputer assistance, academic software installation)	1	2	3	4	5	7	8
Online consulting resources (Support Center Web Site, Knowledge Base, Computing Help Online)	1	2	3	4	5	7	8
Online account creation process for central UITS computers	1	2	3	4	5	7	8
UITS communications and publications on paper	1	2	3	4	5	7	8
Availability of information concerning IUNITS computers and services	1	2	3	4	5	7	8
IT Awareness events (e.g., Making IT Happen)	1	2	3	4	5	7	8
IT Training and Hands-On Computing Classes	1	2	3	4	5	7	8
NETg online training	1	2	3	4	5	7	8
Getting software downloads via IUWare Online	1	2	3	4	5	7	8
Purchasing software at a discounted rate through the Barnes & Noble Bookstore at IUN	1	2	3	4	5	7	8

14. Overall, how satisfied are you with the user support services available at IUN? [All]

Not at all satisfied				Very satisfied	Cannot evaluate	Never heard of service
1	2	3	4	5	7	8

Student Technology Centers

15. IUNITS maintains computer facilities and services designated specifically for student use. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response. (Note: Student Technology Centers, or STCs, were formerly known as Open Computer Labs.) [S]

	Not at all satisfied			Very satisfied		Cannot evaluate	Never heard of service
Student Technology Centers hardware (computers, scanners, etc.)	1	2	3	4	5	7	8
Student Technology Centers software	1	2	3	4	5	7	8
Lab printers	1	2	3	4	5	7	8
Library Commons	1	2	3	4	5	7	8
Availability of student computers where and when you need access	1	2	3	4	5	7	8
Knowledge and ability of Student Technology Centers consultants	1	2	3	4	5	7	8
Courtesy and helpfulness of Student Technology Centers consultants	1	2	3	4	5	7	8
Student Technology Centers overall	1	2	3	4	5	7	8

16. Overall, how satisfied are you with Student Technology Center services available at IUN? [S]

Not at all satisfied				Very satisfied	Cannot evaluate	Never heard of service
1	2	3	4	5	7	8

Classroom Technology Services

17. IUNITS 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 selecting the appropriate response. [F]

	Not at all satisfied			Very satisfied		Cannot evaluate	Never heard of service
Instructional Media Services classroom equipment	1	2	3	4	5	7	8
Advanced Technology (Multi-media) Classrooms	1	2	3	4	5	7	8
Video Teleconferencing for meetings	1	2	3	4	5	7	8
Video Teleconferencing for distance education courses	1	2	3	4	5	7	8
Video production (editing, taping)	1	2	3	4	5	7	8
Media duplication services	1	2	3	4	5	7	8
Your experience with video teleconferencing technology	1	2	3	4	5	7	8
Support services for video teleconferencing	1	2	3	4	5	7	8
Instructional Media Services Staff	1	2	3	4	5	7	8

18. Over the current academic year, did you teach in one of the technology classrooms? [F]

Yes:	No (if "No," GO TO Question #21)

a. How often do you use the following devices in the technology classrooms? [F]

	Never	Occasionally	Frequently	Always
Computer/Projector	1	2	3	4
Document camera	1	2	3	4
Your own laptop	1	2	3	4
VCR	1	2	3	4
DVD	1	2	3	4

19. 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 service
1	2	3	4	5	7	8

20. Overall, how satisfied are you with instructional technology support available in classrooms over the past year (e.g. delivery of equipment, permanent class room equipment equipment ordering procedures, support staff, selection of equipment)? [F]

Not at all satisfied				Very satisfied	Cannot evaluate	Never heard of service
1	2	3	4	5	7	8

Enterprise Software

21. Through the Enterprise Software (ES) Division, UITS supports a number of information systems in support of administrative and academic services on campus. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

Academic Systems: Student Information Systems	Not at all satisfied			Very satisfied		Cannot evaluate	Never heard of service
General functionality (Admissions, Advising, Bursar, Records, Financial Aid) [F, Staff]	1	2	3	4	5	7	8
Academic Advising Services [F, Staff]	1	2	3	4	5	7	8
Student Self Service (Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [S]	1	2	3	4	5	7	8
Faculty Services (rosters, grades) [F]	1	2	3	4	5	7	8
Oncourse CL (Web-based distributed learning environment) [S,F]	1	2	3	4	5	7	8
Library online catalog (INDYCAT/IUCAT) [All]	1	2	3	4	5	7	8

Business Systems: Human Resources Management System (HRMS)	Not at all satisfied			Very satisfied		Cannot evaluate	Never heard of service
E-Doc Services [Staff]	1	2	3	4	5	7	8
General Functionality and Employee Self Service (Payroll Direct Deposit, View Paycheck, Electronic W-2, etc.) [F, Staff]	1	2	3	4	5	7	8

Business Systems: Fiscal Systems	Not at all satisfied			Very satisfied		Cannot evaluate	Never heard of service
Financial Information System (FIS) [F, Staff]	1	2	3	4	5	7	8
Purchasing/Accounts Payable (EPIC) [F, Staff]	1	2	3	4	5	7	8
Travel System [F, Staff]	1	2	3	4	5	7	8
Maintenance Management System (MMS) [Staff]	1	2	3	4	5	7	8
E-Commerce Systems [All]	1	2	3	4	5	7	8

Integration Systems	Not at all satisfied			Very satisfied		Cannot evaluate	Never heard of service
IU Information Environment (IUIE) [F, Staff]	1	2	3	4	5	7	8
OneStart Portal: Navigation/Usability [All]	1	2	3	4	5	7	8
OneStart Calendar / Classifieds [All]	1	2	3	4	5	7	8

22. Overall, how satisfied are you with academic systems made available by Enterprise Software at IU Northwest (e.g., Oncourse CL, student self-service, IUCAT, etc.) [S,F]

Not at all satisfied				Very satisfied	Cannot evaluate	Never heard of service
1	2	3	4	5	7	8

23. Overall, how satisfied are you with the business systems available at IUN? [Staff]

Not at all satisfied				Very satisfied	Cannot evaluate	Never heard of service
1	2	3	4	5	7	8

Web-Based Services

24. IUNITS 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 selecting the appropriate response. [All]

	Not at all satisfied			Very satisfied		Cannot evaluate	Never heard of service
Publishing on IU Northwest Web servers (www.iun.edu)	1	2	3	4	5	7	8
Browsing on IU Northwest web site (www.iun.edu)	1	2	3	4	5	7	8
Personal Web home pages	1	2	3	4	5	7	8
IU Search (search.iu.edu)	1	2	3	4	5	7	8
IUN Calendar (http://www.iun.edu/~cal)	1	2	3	4	5	7	8
IUN Web applications (e.g., events scheduler, schedule of classes)	1	2	3	4	5	7	8

25. Overall, how satisfied are you with web-based information services? [All]

Not at all satisfied				Very satisfied	Cannot evaluate	Never heard of service
1	2	3	4	5	7	8

Data Network Services

26. IUNITS provides campus networking, limited dial-in modem, data activations, and repair services. 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 service
Dial-in modem service [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
Internet and Web (WWW) access [All]	1	2	3	4	5	7	8
Wireless network access [All]	1	2	3	4	5	7	8

27. Overall, how satisfied are you with the speed and reliability of data network services available at IUN? [All]

Not at all satisfied				Very satisfied	Cannot evaluate	Never heard of service
1	2	3	4	5	7	8

Voice Services

28. The Telecommunications Division of IUNITS provides a wide range of telephone services to faculty, student, and staff customers. 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 service
Campus Switchboard [All]	1	2	3	4	5	7	8
Telephone repair service [F,Staff]	1	2	3	4	5	7	8
Campus emergency telephone service [All]	1	2	3	4	5	7	8
Telephone equipment (e.g., telephone sets) [F,Staff]	1	2	3	4	5	7	8
Centrally printed telephone directories [F,Staff]	1	2	3	4	5	7	8
Laminated quick phone list [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 long distance service [F,Staff]	1	2	3	4	5	7	8
Campus office voice mail services (274-6245) [All]	1	2	3	4	5	7	8
Monthly invoice format [F,Staff]	1	2	3	4	5	7	8
Campus office telephone service consulting [F,Staff]	1	2	3	4	5	7	8
Teleconference service [F,Staff]	1	2	3	4	5	7	8

29. Overall, how satisfied are you with the services offered by the Telecommunications Division of IUNITS during the past year (e.g., long distance calling service, telephone service, telephone features, voice mail, Campus Switchboard, and telephone equipment)? [All]

Not at all satisfied				Very satisfied	Cannot evaluate	Never heard of service
1	2	3	4	5	7	8

General Assessment

30. Please state your level of agreement with the following statement(s) concerning your experience at IUN:

a. I am given class assignments that require the use of computers.[S]

Strongly disagree				Strongly disagree	Cannot evaluate
1	2	3	4	5	7

b. Enough training is available in the use of technological tools required for class. [S, F]

Strongly disagree				Strongly disagree	Cannot evaluate
1	2	3	4	5	7

c. Instructors make adequate use of technology in the courses they teach. [S]

Strongly disagree				Strongly disagree	Cannot evaluate
1	2	3	4	5	7

31. How helpful has the information technology environment at IU Northwest been in your teaching activities? [F]

Not at all helpful				Very helpful	Cannot evaluate
1	2	3	4	5	7

32. How helpful has the information technology environment at IU Northwest been in your research activities? [S,F]

Not at all helpful				Very helpful	Cannot evaluate
1	2	3	4	5	7

33. How helpful has the information technology environment at IU Northwest been in your learning experience? [S]

Not at all helpful				Very helpful	Cannot evaluate
1	2	3	4	5	7

34. Please state your level of agreement with the following statement: The information technology environment was an important factor in my decision to attend IUN. [S]

Strongly disagree				Strongly disagree	Cannot evaluate
1	2	3	4	5	7

35. Overall, how satisfied are you with the information technology services (including telecommunications, instructional media, computing, and computer networking) offered by IUNITS during the past year? [All]

Not at all satisfied				Very satisfied	Cannot evaluate
1	2	3	4	5	7

Improvements and Suggestions

36. Are there additional comments you would like to make about University Information Technology Services? [ALL]

___________________________________________________________________________________________

37. If you need an IT staff member to contact you to discuss any aspect of Information Technology Services at IU Northwest please provide the information requested below. This information will be passed on to the IT office, but your survey responses will remain confidential.

Name: ____________	Phone: ___________
E-mail: _____________	Question/problem related to: _______________________

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