University Information Technology Services Survey-Indiana University Bloomington 2010
UNIVERSITY INFORMATION TECHNOLOGY SERVICES
IUB USER SATISFACTION SURVEY 2010
University Information Technology Services Survey-Indiana University Bloomington 2010
Welcome to the Information Technology User Satisfaction Survey 2010
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 [email protected] or call 1888-226-9234.
What it’s about-This survey of IUB faculty, staff and students is being conducted to assess and improve the services that
UITS 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 UITS 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 are interested in previous survey results, visit http://www.indiana.edu/~uitssur.
If you need to exit the survey before finishing, you can return at a later time. 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 [email protected].
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University Information Technology Services Survey-Indiana University Bloomington 2009
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 and computer networking services offered by
University Information Technology Services (UITS) during the past year (e.g., Support Center
Consulting at 855-6789, Student Technology Centers, electronic mail, Internet, research computers,
library online catalog, computer network, and administrative systems)? [ALL]
Not at all
Satisfied
1
2
3
Very
Satisfied
Cannot
Evaluate
Never
Heard of
Service
5
7
8
4
2. Overall, how important are UITS systems and services to your work or study? [ALL]
Not at all
Important
1
2
3
Very
Important
Cannot
Evaluate
Never
Heard of
Service
5
7
8
4
3. How would you rate your computer expertise? [ALL]
Novice
1
Expert
2
3
4
5
4. Do you live on campus? [UND, GRD]
a) Yes
b) No
5. Do you have a computer at your residence? [ALL]
a) Yes
b) No (if No, please go to Question #9)
6. What type of computer do you have at your residence? [ALL]
a) Only Workstation
b) Only Laptop (netbook or mini notebook)
c) Both Workstation and Laptop
7. What operating system/s do you have on your residence computer? (Please select all that apply.) [ALL]
a) Windows 7
University Information Technology Services Survey-Indiana University Bloomington 2009
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
Windows Vista
Windows XP
Windows (other)
Mac OS X 10.6
Mac OS X 10.5/10.4
Mac OS X (other)
Mac OS 9 or older
Linux
Unix
Other system/s (please specify): ____________________
8. If you access the IUB computing systems from your off-campus residence, indicate the service you use.
(Please select all that apply.) [ALL] [skip if Question #4=Yes or Question #5=No]
a) UITS modem pool (856-5200, 856-5202)
b) Departmental modem pool or modem attached to office/laboratory workstation
c) Commercial Internet service provider for lower speed service, 56kb/s and below (e.g., Microsoft Network,
America Online, Bluemarble, Kiva, etc.)
d) Digital Subscriber Line (DSL) service from an Internet service provider that offers high-speed connectivity
(e.g., Smithville Telephone, Bluemarble, AT&T, HoosierNet, etc.)
e) Cable modem service from a local cable television service provider that offers high-speed connectivity
(e.g., Comcast, etc.)
f) Other (Please specify): __________________________
University Information Technology Services Survey-Indiana University Bloomington 2009
Electronic Mail
9. UITS supports a variety of electronic mail systems to send messages (e-mail) to others at the university
and worldwide. If you use such facilities and services, please indicate your overall satisfaction by
selecting the appropriate response.
Never
Not at all
Very
Cannot Heard of
Satisfied
Satisfied Evaluate Service
Imail/Umail [UND, GRD]
1
2
3
4
5
7
8
WebMail/Cyrus [FAC, STF]
1
2
3
4
5
7
8
Microsoft Exchange/Outlook [FAC, STF]
1
2
3
4
5
7
8
Outlook Web Access [FAC, STF]
1
2
3
4
5
7
8
10. Which UITS supported e-mail system do you use most often [FAC, STF]?
a) WebMail/Cyrus
b) Microsoft Exchange/Outlook
c) Outlook Web Access
University Information Technology Services Survey-Indiana University Bloomington 2009
11. If you use an external mail service (e.g., Gmail, Hotmail, Yahoo! Mail, AOL, etc.), please indicate the
usage frequency. [ALL]
Always
Frequently
Occasionally
Never
1
2
3
4
12. How satisfied are you with the following UITS supported e-mail services? [ALL]
Never
Very
Cannot Heard of
Satisfied Evaluate Service
Not at all
Satisfied
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
13. Overall, how satisfied are you with the UITS electronic mail systems available at IUB? [ALL]
Never
Not at all
Very
Cannot
heard of
satisfied
satisfied
evaluate
service
1
2
3
4
5
7
8
University Information Technology Services Survey-Indiana University Bloomington 2009
User Support Services
14. 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 selecting the appropriate
response. [ALL]
Never
Not at all
Very Cannot heard of
satisfied
satisfied evaluate service
Telephone consulting UITS Support Center (8556789)
1
2
3
4
5
7
8
Walk-in consulting UITS Support Center
(Information Commons Main Library)
1
2
3
4
5
7
8
Chat consulting UITS Support Center
(http://ithelplive.iu.edu)
1
2
3
4
5
7
8
E-mail consulting UITS Support Center
([email protected])
1
2
3
4
5
7
8
Online support resources (Knowledge Base,
http://uits.iu.edu)
1
2
3
4
5
7
8
Online account creation process for central UITS
computers (https://itaccounts.iu.edu/)
1
2
3
4
5
7
8
IT Training and Education: STEPS Instructor-led
Computing Workshops
1
2
3
4
5
7
8
IT Training and Education: Self-study services
(e.g., lynda.com, Skillsoft and Microsoft eLearning
courses, IT Training Tips blog, STEPS self-study
materials, Oncourse CL Feature Demos)
1
2
3
4
5
7
8
IUware online
1
2
3
4
5
7
8
Software deals via IU contracts (e.g., Microsoft ,
Adobe, Symantec)
1
2
3
4
5
7
8
15. Overall, how satisfied are you with the UITS user support services available at IUB? [ALL]
Not at all
satisfied
1
2
3
4
Very
satisfied
Cannot
evaluate
Never
heard of
service
5
7
8
University Information Technology Services Survey-Indiana University Bloomington 2009
User Communication
16. UITS communicates with students, faculty, staff, and external audiences through a variety of media
and activities. If you have seen information from any of the following sources in the past year, please
indicate your satisfaction by selecting the appropriate response. [ALL]
Never
Very
Cannot heard of
satisfied evaluate service
Not at all
satisfied
UITS electronic news (Monitor email newsletter,
uitsnews.iu.edu, IT@IU, nu2it.iu.edu, Facebook,
Twitter, RSS, News & Spotlight sections at
uits.iu.edu)
1
2
3
4
5
7
8
IT awareness events (e.g., Making IT Happen
TechFest, special IT conferences and presentations)
1
2
3
4
5
7
8
17. Overall, how satisfied are you with UITS user communication at IUB? [ALL]
Not at all
satisfied
1
2
3
4
Very
satisfied
Cannot
evaluate
Never
heard of
service
5
7
8
University Information Technology Services Survey-Indiana University Bloomington 2009
Instructional and Student Computing Services
18. UITS maintains a large number of computer facilities and services designated to facilitate student
learning and enhance instruction. If you use such facilities and services, please indicate your overall
satisfaction by selecting the appropriate response.
Never
Very Cannot heard of
satisfied evaluate service
Not at all
satisfied
Student 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
Black & white and color printing services[ALL]
1
2
3
4
5
7
8
Student Technology Centers consulting [ALL]
1
2
3
4
5
7
8
Campus In-room Residential consulting and
Residential Technology Centers consulting
[UND,GRD]
1
2
3
4
5
7
8
Infostations (conveniently located stand up email
stations)[ALL]
1
2
3
4
5
7
8
Teaching & Learning Technologies Centers
(TLTC, Main Library 305 and Ballantine Hall 307)
[FAC]
1
2
3
4
5
7
8
Media Design and Production (University systemwide web development, video and audio
production, graphic design and animation,
photography, and media conversion services.
[FAC, STF]
1
2
3
4
5
7
8
19. Overall, how satisfied are you with UITS instructional and student computing services available at
IUB? [ALL]
Never
Not at all
Very
Cannot
heard of
satisfied
satisfied
evaluate
service
1
2
3
4
5
7
8
University Information Technology Services Survey-Indiana University Bloomington 2009
Classroom Technology Services
20. UITS provides Classroom Technology Services (e.g., permanently installed classroom equipment,
delivery of equipment, classroom technology support staff) designed to facilitate the use of
information technologies in the classroom. Overall, how satisfied are you with the quality of these
services? [FAC]
Not at all
satisfied
1
2
3
Very
satisfied
Cannot
evaluate
Never
heard of
service
5
7
8
4
Research Technologies
21. 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 selecting
the appropriate response.
Never
Very Cannot heard of
satisfied evaluate service
Not at all
satisfied
Central research and high performance
computers (Big Red, Quarry, and RDC clusters)
[FAC, STF, GRD]
1
2
3
4
5
7
8
Central instructional and general purpose Unix
computers (Quarry) [ALL]
1
2
3
4
5
7
8
Center for Statistical and Mathematical
Computing (Stat/Math Center,
[email protected], 855-4724) [ALL]
1
2
3
4
5
7
8
1
2
3
4
5
7
8
Massive Data Storage Service (MDSS/HPSS)
[FAC, STF, GRD]
1
2
3
4
5
7
8
Research File System (RFS) [FAC, STF, GRD]
1
2
3
4
5
7
8
Geographic Information Systems (GIS) Services
[email protected] [ALL]
22. Overall, how satisfied are you with the UITS research technology services available at IUB? [ALL]
Not at all
satisfied
1
2
3
4
Very
satisfied
Cannot
evaluate
Never
heard of
service
5
7
8
University Information Technology Services Survey-Indiana University Bloomington 2009
Enterprise Software
23. 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
Never
Very Cannot heard of
satisfied evaluate service
Not at all
satisfied
General functionality (Admissions, Advising,
Bursar, Records, Financial Aid) [FAC, STF]
1
2
3
4
5
7
8
Academic Advising Services [FAC, STF]
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.) [UND, GRD]
1
2
3
4
5
7
8
Faculty Services (rosters, grades) [FAC]
1
2
3
4
5
7
8
Oncourse CL (Web-based distributed learning
environment) [FAC, UND,GRD]
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)
Never
Very Cannot heard of
satisfied evaluate service
Not at all
satisfied
E-Doc Services [STF]
1
2
3
4
5
7
8
TIME -IU time keeping system [FAC, STF]
1
2
3
4
5
7
8
General Functionality and Employee Self Service
(Payroll Direct Deposit, View Paycheck,
Electronic W-2, etc.) [FAC, STF]
1
2
3
4
5
7
8
1
2
3
4
5
7
8
Faculty Annual Report (FAR) [FAC, Staff]
Business Systems: Fiscal Systems
Not at all
satisfied
Very
satisfied
Cannot
evaluate
Never heard
of service
Financial Information System (FIS) [FAC, STF]
1
2
3
4
5
7
8
Purchasing/Accounts Payable [FAC, STF]
1
2
3
4
5
7
8
Travel System [FAC, STF]
1
2
3
4
5
7
8
Maintenance Management System (MMS)
[STF]
1
2
3
4
5
7
8
E-Commerce Systems [ALL]
1
2
3
4
5
7
8
University Information Technology Services Survey-Indiana University Bloomington 2009
Integration Systems
Never
Very Cannot heard of
satisfied evaluate service
Not at all
satisfied
IU Information Environment (IUIE) [STF]
1
2
3
4
5
7
8
User eXperience Group (UXG) [STF]
1
2
3
4
5
7
8
OneStart Portal: Navigation/Usability [ALL]
1
2
3
4
5
7
8
OneStart Calendar / Classifieds [UND, GRD]
1
2
3
4
5
7
8
24. Overall, how satisfied are you with academic systems made available by Enterprise Software at IUB
(e.g., Oncourse CL, student self-service, IUCAT, etc.) [FAC, UND, GRD]
Not at all
satisfied
1
2
3
Very
satisfied
Cannot
evaluate
Never
heard of
service
5
7
8
4
25. Overall, how satisfied are you with the business systems available at IUB? [STF]
Not at all
satisfied
1
2
3
Very
satisfied
Cannot
evaluate
Never
heard of
service
5
7
8
4
Network-based Services
26. UITS supports access to and use of various web services, wireless access, and video conferenceing.
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 Web servers
(www.indiana.edu)
1
2
3
4
5
7
8
Personal Web home pages (Mercury,
mypage.iu.edu)
1
2
3
4
5
7
8
IU Search (search.iu.edu)
1
2
3
4
5
7
8
Wireless access points available on campus
1
2
3
4
5
7
8
Video conferencing (polycom and video
bridges) [FAC, STF]
1
2
3
4
5
7
8
University Information Technology Services Survey-Indiana University Bloomington 2009
27. UITS provides campus networking, dial-in modems, data activations, and repair services. How
satisfied are you with such network services available at IUB? [ALL]
Never
Not at all
Very
Cannot
heard of
satisfied
satisfied
evaluate
service
1
2
3
4
5
7
8
Voice Services
28. UITS 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.
Never
Not at all
Very Cannot heard of
satisfied
satisfied evaluate service
Campus housing voice mail services [UND,GRD]
1
2
3
4
5
7
8
Campus Switchboard (855-4848 or 0) [ALL]
1
2
3
4
5
7
8
Teleconference service provided by Campus
Switchboard (855-4848 or 0) [FAC, STF]
1
2
3
4
5
7
8
Installation and repair of campus data jacks and
telephones [FAC, STF]
1
2
3
4
5
7
8
Campus office telephone equipment (single line
sets, business sets, etc.) [FAC, STF]
1
2
3
4
5
7
8
Campus office telephone service [FAC, STF]
1
2
3
4
5
7
8
Campus office telephone customer support [FAC,
STF]
1
2
3
4
5
7
8
Campus office voice mail services [FAC, STF]
1
2
3
4
5
7
8
Campus office long distance [FAC, STF]
1
2
3
4
5
7
8
Campus housing telephone customer service
[UND,GRD]
General Assessment
29. How helpful has the information technology environment at IUB been in your teaching activities?
[FAC]
Never
Not at all
Cannot
heard of
helpful
evaluate
service
Very helpful
1
2
3
4
5
7
8
University Information Technology Services Survey-Indiana University Bloomington 2009
30. How helpful has the information technology environment at IUB been in your research activities? [FAC,
GRD]
Not at all
helpful
1
2
3
Very helpful
Cannot
evaluate
Never
heard of
service
5
7
8
4
31. How helpful has the information technology environment been in your learning experience at IUB?
[UND, GRD]
Not at all
helpful
1
2
3
Very helpful
Cannot
evaluate
Never
heard of
service
5
7
8
4
32. Overall, how satisfied are you with the information technology services (including computing,
computer networking, and telecommunications) offered by University Information Technology
Services (UITS) during the past year? [ALL]
Not at all
satisfied
1
2
3
4
Very
satisfied
Cannot
evaluate
Never
heard of
service
5
7
8
Improvements and Suggestions
33. Are there additional comments you would like to make about University Information Technology
Services? [ALL]
34. If you would like an IT staff member to contact you to discuss with you any aspect of IT services at
IUB, please provide the information requested below. This information will be passed on to UITS, but
your survey responses will remain confidential. [ALL]
Name: _______________
Phone: _______________
E-mail: _______________
Question/problem related to: _______________
University Information Technology Services Survey-Indiana University Bloomington 2009
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