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User Survey Results 2002
INFORMATION TECHNOLOGY SERVICES
IUN USER SATISFACTION SURVEY
MASTER 2002
Instructions:
Please fill out each question as completely
as possible by circling your choice (or choices) 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.
INFORMATION TECHNOLOGY SERVICES
SURVEY ON INFORMATION SERVICES AT INDIANA UNIVERSITY-NORTHWEST, GARY -
MASTER 2002
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., open computing labs, 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 Satisfied |
|
|
|
Very
Satisfied |
Cannot
Evaluate |
Never
Heard of Service |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
3. On a weekly basis, approximately
how many hours do you use a computer? [All]
4. How would you rate your computer expertise? [All]
5. 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 #6) |
a. If you have a computer in your residence, what
type of computer is it? [All]
1. |
Intel-compatible
computer running Windows 95, 98/ME |
2. |
Intel-compatible
computer running Windows NT or Windows 2000 |
3. |
Apple Macintosh
or compatible |
4. |
Unix workstation
(including microcomputers running LINUX) |
5. |
Other (Please
specify): _____________________________ |
b. If you access IUN computing systems, please indicate the service you
use. Please circle 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. |
Digital Subscriber
Line (DSL) service from an Internet service provider with high-speed
connectivity (e.g., Ameritech) |
4. |
Cable Modem
Service from local cable television service provider that offers
high-speed connectivity (e.g., TCI, Ameritech, etc.) |
5. |
Campus Network |
6. |
Other
(please specify): ________________________________________________ |
ELECTRONIC MAIL
6. IUNITS supports electronic mail systems
to send messages (e-mail) to others at IUN and worldwide. If you use
such facilities and services, please indicate your overall satisfaction
by circling the appropriate response. [All]
|
Not
at All Satisfied |
|
Very
Satisfied |
Cannot
Evaluate |
Never
Heard of Service |
Pine
(the mailer on the IUB computers) |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
IUN WebMail |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
IU WebMail |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Outlook
Express |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Netscape
Messenger |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
7.
Which e-mail system do you use most often (please circle one)? [All]
Pine |
IUN
WebMail |
IU
WebMail
|
Outlook Express |
Netscape
Messenger
|
Other
(please specify): __________________________ |
8. If you use an external mail service
(e.g. Hotmail, Yahoo mail, AOL, etc.), indicate the usage frequency
(please circle one): [All]
Always |
Frequently |
Occasionally |
9. How satisfied are you
with the central e-mail list server (Listserv@indiana.edu)? [All]
Not
at All Satisfied |
|
|
|
Very
Satisfied |
Cannot
Evaluate |
Never
Heard of Service |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
10. 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
11. 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
circling 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 |
UITS
News Vehicle (Monitor) |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Availability
of information concerning IUNITS computers and services
|
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Education
Program Hands-on Computing Classes |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
NETg
online training |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Getting software
via IUWare Online |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
IUWare
CD-ROM |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
12. 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 |
INSTRUCTIONAL AND STUDENT COMPUTING SERVICES
13. IUNITS 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 circling the appropriate response. Note:
Student Technology Centers, or STC, were formerly known as Open Computer
Labs.
|
Not
at All Satisfied |
|
Very
Satisfied |
Cannot
Evaluate |
Never
Heard of Service |
Student Technology
Centers hardware (computers, scanners, etc.) [S] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Student Technology
Centers software [S] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Student Technology
Centers consulting overall [S] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Knowledge and
ability of Student Technology Centers consultants [S] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Courtesy and
helpfulness of Student Technology Centers consultants [S]
|
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Student Technology
Centers overall [S] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Oncourse (Internet-based
distributed learning environment) [S] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
14. Overall, how satisfied are you with
instructional and student computing 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
15. 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 circling the appropriate response.[F]
|
Not
at All Satisfied |
|
Very
Satisfied |
Cannot
Evaluate |
Never
Heard of Service |
Instructional Media Services staff |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Instructional Media Services classroom equipment |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Advanced
Technology Classrooms |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Your
experience with the VIC technology |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Support
services for VIC |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
16. 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 |
17. 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 Satisfied |
|
|
|
Very
Satisfied |
Cannot
Evaluate |
Never
Heard of Service |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
UNIVERSITY INFORMATION SERVICES
18. Through the University Information
Services 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 circling
the appropriate response.
|
Not
at All Satisfied |
|
Very
Satisfied |
Cannot
Evaluate |
Never
Heard of Service |
Library online
catalog [All] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Financial
Information System (FIS) [F,Staff] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
The Online
Purchasing System (TOPS) [F,Staff] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Web Based
Purchasing [F,Staff] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Information
Access Services: |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
IU Information
Environment[F,Staff] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Financial
Data Retrieval System (FDRS) [F,Staff] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Information
Center (FOCUS)[F,Staff] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Safeword
cards [F,Staff] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
INSITE (http://insite.indiana.edu,
Web-based course listings, Bursar information, student advising,
etc.) [S] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Online student
advising (IUCARE) [S] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Bursar bill
payment through the automated telephone payment system [S] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Registration
and Drop/Add using automated telephone system [S] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
19. Overall, how satisfied are you with
student support systems made available by University Information Services
at IUN? [S]
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
the administrative support systems available at IUN?[F,Staff]
Not
at All Satisfied |
|
|
|
Very
Satisfied |
Cannot
Evaluate |
Never
Heard of Service |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
NETWORK-BASED INFORMATION SERVICES
21. 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
circling the appropriate response.[All]
|
Not
at All Satisfied |
|
Very
Satisfied |
Cannot
Evaluate |
Never
Heard of Service |
Publishing
on IUB Web servers (www.indiana.edu) |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Browsing
on IUN Web servers (www.indiana.edu)
|
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Personal
Web home pages (php.indiana.edu) |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
IU Search
(www.indiana.edu/resources/search.html)
|
1 |
2 |
3 |
4 |
5 |
7 |
8 |
IUN Events
Calendar (http://www.iun.edu/~cal)
|
1 |
2 |
3 |
4 |
5 |
7 |
8 |
22. Overall, how satisfied are you with
network-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
23. 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 circling the appropriate response.
|
Not
at All Satisfied |
|
Very
Satisfied |
Cannot
Evaluate |
Never
Heard of Service |
Limited 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 [F,Staff] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Data jack
repair services [F,Staff] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
Internet
and Web (WWW) access [All] |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
24. Overall, how satisfied are you with
the 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
25. 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 circling 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 |
Printed telephone
directories [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 |
26. 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
27. How helpful has the information technology
environment at IUN been in your teaching activities? [F]
Not
at All Satisfied |
|
|
|
Very
Satisfied |
Cannot
Evaluate |
Never
Heard of Service |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
28. How helpful has the information technology
environment at IUN been in your research activities? [S,F]
Not
at All Satisfied |
|
|
|
Very
Satisfied |
Cannot
Evaluate |
Never
Heard of Service |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
29. How helpful has the information technology environment been in your
learning experience at IUN? [S]
Not
at All Satisfied |
|
|
|
Very
Satisfied |
Cannot
Evaluate |
Never
Heard of Service |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
30.
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]
Not
at All Satisfied |
|
|
|
Very
Satisfied |
Cannot
Evaluate |
Never
Heard of Service |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
31.
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 |
Never
Heard of Service |
1 |
2 |
3 |
4 |
5 |
7 |
8 |
IMPROVEMENTS AND SUGGESTIONS
32. Are there additional comments you would
like to make about University Information Technology Services?
______________________________________________________________________________
33.
If you need an IT staff to contact you to discuss any aspect of IT 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: |
Thank You for Your Assistance!
Center for Survey Research
1022 East Third St.
Bloomington, IN. 47405
|
|