UITS - Indiana University
UITS
IUPUI 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. There are no neutral options. 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-PURDUE UNIVERSITY, INDIANAPOLIS - MASTER 2005
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, computer network, Support Center consulting at 274-4357, Internet, IUIS, Decision Support Services)? [All]
|Not at All | | | |Very Satisfied |Cannot Evaluate |Never Heard of |
|Satisfied | | | | | |Service |
|1 |2 |3 |4 |5 |7 |8 |
2. Overall, how important are UITS systems and services to your work or study?[All]
|Not at All | | | |Very Important |Cannot Evaluate |Never Heard of |
|Important | | | | | |Service |
|1 |2 |3 |4 |5 |7 |8 |
3. On a weekly basis, approximately how many hours do you use a computer?[All]
|1-5 hours |6-10 hours |11-15 hours |16-20 hours |Over 20 hours |
|1 |2 |3 |4 |5 |
4. How would you rate your computer expertise?[All]
|Novice | | | |Expert |
|1 |2 |3 |4 |5 |
5. Where do you live (please mark one)? [U, G]
|Campus Housing |Off-campus (apartment, house) |
6. Do you have a computer at your residence? [All]
|Yes |No (if "No," GO TO Question #7) |
a. What type of computer do you have at your residence? (Please check all that apply)
|1 |Computer running Windows |
|2 |Apple Macintosh or compatible |
|3 |Unix workstation (including microcomputers running LINUX) |
|4 |Other (Please specify): _____________________________ |
b. If you access IUPUI computing systems from your residence, indicate the service you use. Please mark all that apply.
|1 |UITS modem pool (278-5620, 278-5621) |
|2 |Commercial Internet service provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, |
| |America Online, IQuest, INdynet, etc.) |
|3 |Departmental modem pool or modem attached to office/laboratory workstation |
|4 |Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity |
| |(e.g., Ameritech) |
|5 |Cable modem service from local cable television service provider that offers high-speed connectivity |
| |(e.g., Insight, Comcast, etc.) |
|6 |Other (please specify): ________________________________________________ |
7. Do you use a PDA? [All]
|Yes |No (if "No," GO TO Question #8) |
a. What type of PDA do you have?
|Palm Pilot |iPAQ |BlackBerry |Other (Please specify) |
ELECTRONIC MAIL
8. 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 marking the appropriate response.
| |Not at All | |Very Satisfied |Cannot Evaluate|Never Heard of |
| |Satisfied | | | |Service |
|Pine (on the |1 |2 |3 |
|Jewel | | | |
|computers)[Al| | | |
|l] | | | |
|Blackberry-BES Service [F,Staff] |Other (please specify):__________________________[All] | |
10. UITS 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 | | | |Very Satisfied |Cannot Evaluate |Never Heard of |
|Satisfied | | | | | |Service |
|1 |2 |3 |4 |5 |7 |8 |
11. If you use an external mail service (e.g. Hotmail, Yahoo mail, AOL, etc.), please indicate the usage frequency. [All]
|Always |Frequently |Occasionally |Never |
12. How satisfied are you with the central e-mail list server (Listserv)?[All]
|Not at All | | | |Very Satisfied |Cannot Evaluate |Never Heard of |
|Satisfied | | | | | |Service |
|1 |2 |3 |4 |5 |7 |8 |
13. Overall, how satisfied are you with the electronic mail systems available at IUPUI?[All]
|Not at All | | | |Very Satisfied |Cannot Evaluate |Never Heard of |
|Satisfied | | | | | |Service |
|1 |2 |3 |4 |5 |7 |8 |
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 marking the appropriate response.[All]
| |Not at All | |Very Satisfied |Cannot Evaluate|Never Heard of|
| |Satisfied | | | |Service |
|Telephone |1 |2 |3 |4 |5 |7 |
|consulting UITS | | | | | | |
|Support Center | | | | | | |
|(274-4357) | | | | | | |
|1 |2 |3 |4 |5 |7 |8 |
DEPARTMENTAL SUPPORT
16. Does your position at IU require you to provide IT Support to faculty and staff in your school/department? [Staff]
|Yes |No (if "No," GO TO Question #19) |
17. 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. [Staff]
| |Not at All | |Very Satisfied |Cannot Evaluate|Never Heard of |
| |Satisfied | | | |Service |
|Local Support |1 |2 |3 |4 |5 |7 |
|Provider Services| | | | | | |
|(Advanced Server | | | | | | |
|& Desktop | | | | | | |
|Consulting | | | | | | |
|Support, LAN lab | | | | | | |
|LSPS@IU.EDU) | | | | | | |
|1 |2 |3 |4 |5 |7 |8 |
FACULTY AND ADMINISTRATIVE SUPPORT SERVICES
19. 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 | |Very Satisfied |Cannot Evaluate|Never Heard of|
| |Satisfied | | | |Service |
|Media Acquisition|1 |2 |3 |4 |5 |7 |
|(Digital Audio | | | | | | |
|and Video | | | | | | |
|Production, Slide| | | | | | |
|and Photograph | | | | | | |
|Scanning, Digital| | | | | | |
|Photography, | | | | | | |
|Media Conversion)| | | | | | |
|[F, Staff] | | | | | | |
|1 |2 |3 |4 |5 |7 |8 |
21. Overall, how satisfied are you with the quality of services provided by Faculty and Administrative Support Services? [F, Staff]
|Not at All | | | |Very Satisfied |Cannot Evaluate |Never Heard of |
|Satisfied | | | | | |Service |
|1 |2 |3 |4 |5 |7 |8 |
INSTRUCTIONAL AND STUDENT COMPUTING SERVICES
22. UITS maintains a 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 | |Very Satisfied |Cannot Evaluate|Never Heard of|
| |Satisfied | | | |Service |
|Student |1 |2 |3 |4 |5 |7 |
|Technology | | | | | | |
|Centers hardware | | | | | | |
|(computers, | | | | | | |
|scanners, | | | | | | |
|etc.)[All] | | | | | | |
|1 |2 |3 |4 |5 |7 |8 |
CLASSROOM TECHNOLOGY SERVICES
24. UITS 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 | |Very Satisfied |Cannot Evaluate |Never Heard of|
| |Satisfied | | | |Service |
|Classroo|1 |
|m | |
|Services| |
|staff | |
26. 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 | |Very Satisfied |Cannot Evaluate |Never Heard of|
| |Satisfied | | | |Service |
|Your experience |1 |2 |3 |4 |5 |7 |
|with the VIC | | | | | | |
|technology | | | | | | |
|1 |2 |3 |4 |5 |7 |8 |
28. 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 | | | |Very Satisfied |Cannot Evaluate |Never Heard of |
|Satisfied | | | | | |Service |
|1 |2 |3 |4 |5 |7 |8 |
RESEARCH AND ACADEMIC COMPUTING
29. 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 marking the appropriate response.
| |Not at All | |Very Satisfied |Cannot Evaluate|Never Heard of|
| |Satisfied | | | |Service |
|Central research |1 |2 |3 |4 |5 |7 |
|and high | | | | | | |
|performance | | | | | | |
|computers | | | | | | |
|(Research SP, | | | | | | |
|RDC, AVIDD Linux | | | | | | |
|Cluster) [G,F,S] | | | | | | |
|1 |2 |3 |4 |5 |7 |8 |
UNIVERSITY INFORMATION SERVICES
31. Through the University Information Systems Division, UITS supports 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 | |Very Satisfied |Cannot Evaluate|Never Heard of Service |
| |Satisfied | | | | |
|Student |1 |2 |3 |4 |5 |7 |
|Information | | | | | | |
|Systems: | | | | | | |
|General | | | | | | |
|functionality | | | | | | |
|(Admissions, | | | | | | |
|Advising, Bursar,| | | | | | |
|Records, | | | | | | |
|Financial Aid) | | | | | | |
|[Staff] | | | | | | |
|1 |2 |3 |4 |5 |7 |8 |
33. Overall, how satisfied are you with the administrative support systems available at IUPUI? [F,Staff]
|Not at All | | | |Very Satisfied |Cannot Evaluate |Never Heard of |
|Satisfied | | | | | |Service |
|1 |2 |3 |4 |5 |7 |8 |
NETWORK-BASED INFORMATION SERVICES
34. UITS 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 | |Very Satisfied |Cannot Evaluate|Never Heard of|
| |Satisfied | | | |Service |
|Publishing on |1 |2 |3 |4 |5 |7 |
|IUPUI Web servers| | | | | | |
|(iupui.edu) | | | | | | |
|1 |2 |3 |4 |5 |7 |8 |
DATA NETWORK SERVICES
36. UITS provides campus networking,, dial-in modem, data activations, and repair services. If you use such facilities and services, please indicate your overall satisfaction by marking the appropriate response.
| | | | |Cannot Evaluate|Never Heard of|
| |Not at All | |Very Satisfied | |Service |
| |Satisfied | | | | |
|Dial-in modem |1 |2 |3 |4 |5 |7 |
|services | | | | | | |
|(278-5620, | | | | | | |
|278-5621) [All] | | | | | | |
|1 |2 |3 |4 |5 |7 |8 |
38. UITS has installed approximately 1,500 wireless access points for PDA and laptop connectivity. Please indicate your overall satisfaction with this service by marking the appropriate response. [All]
|Not at All | | | |Very Satisfied |Cannot Evaluate |Never Heard of |
|Satisfied | | | | | |Service |
|1 |2 |3 |4 |5 |7 |8 |
VOICE SERVICES
39. 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 marking the appropriate response.
| |Not at All | |Very Satisfied |Cannot Evaluate|Never Heard of|
| |Satisfied | | | |Service |
|Campus |1 |2 |3 |4 |5 |7 |
|Switchboard | | | | | | |
|(274-5555 or | | | | | | |
|0)[All] | | | | | | |
|1 |2 |3 |4 |5 |7 |8 |
GENERAL ASSESSMENT
41. How helpful has the information technology environment at IUPUI been in your teaching activities? [F]
|Not at All Helpful | | | |Very Helpful |Cannot Evaluate |
|1 |2 |3 |4 |5 |7 |
42. How helpful has the information technology environment at IUPUI been in your research activities? [G,F]
|Not at All Helpful | | | |Very Helpful |Cannot Evaluate |
|1 |2 |3 |4 |5 |7 |
43. How helpful has the information technology environment been in your learning experience at IUPUI? [U,G]
|Not at All Helpful | | | |Very Helpful |Cannot Evaluate |
|1 |2 |3 |4 |5 |7 |
44. Please state your level of agreement with the following statement: The information technology environment was an important factor in my decision to attend IUPUI. [U,G]
|Strongly Disagree | | | |Strongly Agree |Cannot Evaluate |
|1 |2 |3 |4 |5 |7 |
45. Overall, how satisfied are you with the information technology services (including, computing, computer networking, and telecommunications) offered by UITS during the past year? [All]
|Not at All Satisfied| | | |Very Satisfied |Cannot Evaluate |
|1 |2 |3 |4 |5 |7 |
IMPROVEMENTS AND SUGGESTIONS
46. Are there additional comments you would like to make about University Information Technology Services? [All]
47. If you need an IT staff to contact you to discuss with you any aspect of IT services at IU, 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: _______________
Thank You for Your Assistance!
We hope your comments will contribute to an improved information technology environment at IUPUI.
Please mail completed questionnaire to
Center for Survey Research
1022 East Third St.
Bloomington, IN. 47405
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