UITS IUPUI User Satisfaction Survey
Master 2011
Welcome to the Information Technology User Satisfaction Survey 2011
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 1888-226-9234.
What it's about-This survey of IUPUI 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 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.
1. Proceed to the survey
2. I do not wish to participate
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 fivepoint 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 University Information
Technology Services (UITS) during the past year (e.g., Support Center Consulting at 274-4357, 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
satisfied
1
2
3
Very satisfied
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? [U, G]
1. Yes
2. 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 the residence computer? (Please select all that apply.) [All]
1. Windows 7
2. Windows Vista
3. Windows XP
4. Windows (other)
5. Mac OS X 10.6
6. Mac OS X 10.5/10.4
7. Mac OS X (other)
8. Mac OS 9 or older
9. Linux
10. Unix
11. Other system(s) (please specify): ____________________
8. If you access the IUPUI computing systems from your off-campus residence, indicate the service you
use. (Please select all that apply.) [All]
a) UITS modem pool (278-5620, 278-5621)
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, Lightbound, Midwest Internet, etc.)
d) Digital Subscriber Line (DSL) service from an Internet service provider that offers high-speed
connectivity (e.g., Ameritech)
e) Cable modem service from a local cable television service provider that offers high-speed
connectivity (e.g., Insight, Comcast, etc.)
f) Other (please specify)
⇑
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.
Not at all
satisfied
Very satisfied
Cannot
evaluate
Never
heard
of
service
Imail/Umail [U, G]
1
2
3
4
5
7
8
WebMail/Cyrus [F, Staff]
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
10. Which e-mail system do you use most often [F, Staff]?
a) WebMail/Cyrus
b) Microsoft Exchange/Outlook
c) Outlook Web Access
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 e-mail services? [All]
Not at all satisfied
Very satisfied
Never
Cannot
heard of
evaluate
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
13. Overall, how satisfied are you with the electronic mail systems available at IUPUI? [All]
Not at all
satisfied
1
2
3
4
Very satisfied
Cannot
evaluate
Never heard
of service
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 selecting the appropriate
response. [All]
Not at all satisfied
Very satisfied
Never
Cannot heard
evaluate
of
service
Telephone consulting UITS Support Center
(274-4357)
1
2
3
4
5
7
8
Walk in consulting UITS Support Center
(ICTC)
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
(ithelp@iu.edu)
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 instructor-led training (e.g.,
STEPS workshops and certificate series, IT
Training Live! webinars)
1
2
3
4
5
7
8
IT Training self-study services (e.g.,
lynda.com, STEPS downloadable workshop
materials, Skillsoft and Microsoft eLearning
courses, IT Training Tips blog, OnCourse
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, Symantec)
1
2
3
4
5
7
8
15. Overall, how satisfied are you with the UITS user support services available at IUPUI? [All]
Not at all
satisfied
1
2
3
4
Very satisfied
Cannot
evaluate
Never heard
of service
5
7
8
⇑
USER COMMUNICATION
16. UITS communicates with students, faculty, staff, and external audiences through a variety of media
and activities. If you have received information 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
Never
Cannot heard
evaluate
of
service
UITS electronic news (Newsbit; IT@IU; News,
Events, & Spotlight at uits.iu.edu; UITS items
in JagNews)
1
2
3
4
5
7
8
IT awareness events (e.g., Making IT Happen,
special IT conferences and presentations)
1
2
3
4
5
7
8
17. Overall, how satisfied are you with UITS user communication at IUPUI? [All]
Not at all
satisfied
1
2
3
4
Very satisfied
Cannot
evaluate
Never heard
of service
5
7
8
⇑
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.
Not at all
satisfied
Very satisfied
Never
Cannot
heard of
evaluate
service
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
Student Technology Centers 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 [U,
G]
1
2
3
4
5
7
8
Infostations (conveniently located stand up
email stations) [All]
1
2
3
4
5
7
8
Center for Teaching and Learning (UL 1125)
[F]
1
2
3
4
5
7
8
Media Design and Production (University
system-wide web development, video and
1
2
3
4
5
7
8
audio production, graphic design and
animation, photography, and media
conversion services.) [F, Staff]
19. Overall, how satisfied are you with UITS instructional and student computing services available at
IUPUI? [All]
Not at all
satisfied
1
2
3
Very satisfied
Cannot
evaluate
Never heard
of service
5
7
8
4
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? [F]
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.
Not at all satisfied
Very satisfied
Never
Cannot heard
evaluate
of
service
Central research and high performance
computers (Big Red, Quarry and RDC
clusters) [F, Staff, G]
1
2
3
4
5
7
8
Center for Statistical and Mathematical
Computing (Stat/Math Center;
statmath@indiana.edu, 278-4740) [F, Staff,
G]
1
2
3
4
5
7
8
Massive Data Storage Service
(MDSS/HPSS) [F, Staff, G]
1
2
3
4
5
7
8
Advanced Visualization Laboratory (AVL);
1
2
3
4
5
7
8
www.avl.iu.edu [F, Staff, G]
Support for software applications using IU's
high performance computing resources [F,
Staff, G]
1
2
3
4
5
7
8
Support for life sciences research
(Bioinformatics and the Center for
Computational Cytomics in Bloomington;
Biomedical Applications and Advanced IT
Core at IUPUI) [F, Staff, G]
1
2
3
4
5
7
8
22. Overall, how satisfied are you with the UITS research technology services available at IUPUI? [All]
Not at all
satisfied
1
2
3
Very satisfied
Cannot
evaluate
Never heard
of service
5
7
8
4
⇑
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
Not at all satisfied
Very satisfied
Never
Cannot
heard of
evaluate
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.) [U, G]
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) [F, U, G]
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
Never
Cannot heard
evaluate
of
service
E-Doc Services [Staff]
1
2
3
4
5
7
8
TIME - IU time keeping system [F, 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
Faculty Annual Report (FAR) [F, Staff]
1
2
3
4
5
7
8
Business Systems: Fiscal Systems
Not at all satisfied
Very satisfied
Never
Cannot heard
evaluate
of
service
Financial Information System (FIS) [F, Staff]
1
2
3
4
5
7
8
Purchasing/Accounts Payable [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
Never
Cannot heard
evaluate
of
service
IU Information Environment (IUIE) [Staff]
1
2
3
4
5
7
8
User eXperience Group (UXG) [Staff]
1
2
3
4
5
7
8
OneStart Portal: Navigation/Usability [All]
1
2
3
4
5
7
8
OneStart Calendar / Classifieds [U, G]
1
2
3
4
5
7
8
24. Overall, how satisfied are you with academic systems made available by Enterprise Software at IUPUI
(e.g., Oncourse CL, student self-service, IUCAT, etc.) [F, U, G]
Not at all
satisfied
1
2
3
4
Very satisfied
Cannot
evaluate
Never heard
of service
5
7
8
25. Overall, how satisfied are you with the business systems available at IUPUI? [Staff]
Not at all
satisfied
1
⇑
2
3
4
Very satisfied
Cannot
evaluate
Never heard
of service
5
7
8
NETWORK-BASED SERVICES
26. UITS supports access to and use of various web 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
evaluat
e
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) [F, Staff]
1
2
3
4
5
7
8
27. UITS provides campus networking, dial-in modems, data activations, and repair services. Overall,
how satisfied are you with such network services available at IUPUI? [All]
Not at all
satisfied
1
2
3
4
Very satisfied
Cannot
evaluate
Never heard
of service
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.
Not at all
satisfied
Very satisfied
Cannot
evaluat
e
Never
heard
of
service
Campus Switchboard (274-5555 or 0) [All]
1
2
3
4
5
7
8
Teleconference service provided by
Campus Switchboard (274-5555 or 0) [F,
Staff]
1
2
3
4
5
7
8
Installation and repair of campus data jacks
1
2
3
4
5
7
8
and telephones [F, Staff]
Campus office telephone equipment (single
line sets, business sets, etc.) [F, Staff]
1
2
3
4
5
7
8
Campus office telephone service [F, Staff]
1
2
3
4
5
7
8
Campus office telephone customer support
[F, Staff]
1
2
3
4
5
7
8
Campus office voice mail services [F, Staff]
1
2
3
4
5
7
8
Campus office long distance [F, Staff]
1
2
3
4
5
7
8
Pager Services [F, Staff]
1
2
3
4
5
7
8
⇑
GENERAL ASSESSMENT
29. How helpful has the information technology environment at IUPUI been in your teaching activities? [F]
Not at all
satisfied
1
2
3
4
Very satisfied
Cannot
evaluate
Never heard
of service
5
7
8
30. How helpful has the information technology environment at IUPUI been in your research activities? [F,
G]
Not at all
satisfied
1
2
3
4
Very satisfied
Cannot
evaluate
Never heard
of service
5
7
8
31. How helpful has the information technology environment been in your learning experience at IUPUI?
[U, G]
Not at all
satisfied
1
2
3
4
Very satisfied
Cannot
evaluate
Never heard
of service
5
7
8
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
Very satisfied
Cannot
evaluate
Never heard
of service
1
2
3
4
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 need an IT staff member 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: ________________
E-mail: ________________
Phone: _______________
Question/problem related to: _______________
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