UITS User Survey

2023 UITS User Survey Summary IU-Purdue University Columbus (IUPUC)

Brief guide to understanding the data

The UITS User Survey is administered by the Center for Survey Research. Surveys were sent to 271 randomly selected people at Indiana University-Purdue University Columbus (30 Faculty, 11 Staff, 209 Undergraduate students, 21 Graduate students). Please note that respondents who reported that they did not use UITS systems or services (see Question 1) were not asked any additional questions and were removed from the results presented here.

The questions on the survey are primarily Likert opinion scales (1-5 rating scales with 5 being the most favorable rating). Responses to open-ended questions are not presented here. The results include:

  • the average opinion score (generally labeled “Average (mean)”)
  • the percentage of people who were satisfied or neither satisfied or dissatisfied with the service, who rated it as important or neutral, or who rated it as easy or neutral in terms of ease of use (rated as a 3 or higher, labeled “Satisfaction Rate,” “Importance Rate,” or “Ease of Use Rate” respectively)
  • the percentage of people who find a service at least slightly helpful (rated as a 2 or higher, labeled “Helpfulness Rate”)
  • the percentage of people who agreed or neither agreed nor disagreed with a statement (rated as a 3 or higher, labeled “Agreement Rate”)
  • the number of people who used the service (the number of people who expressed an opinion about it by selecting one of the rating categories, labeled “n”)

For the average opinion and the satisfaction/importance/ease of use/helpfulness/agreement scores, confidence intervals are provided. The confidence intervals indicate the sampling error for each estimate at the 95% confidence level. Average opinion and satisfaction/importance/ease of use/helpfulness/agreement scores and their associated confidence intervals are not reported if they are based on fewer than 25 respondents. For categorical response questions that do not involve ratings such as whether the student lives in University housing or preferred method(s) of communications from UITS, data are not reported for the full question if they are based on fewer than 25 respondents and data are not reported for a particular category if at least one (1) but fewer than five (5) respondents selected the category. Data that are not reported are indicated by “N/A”. “Not Applicable/Do Not Use” responses were removed prior to the calculation of estimates. Missing data were excluded from estimates as well.

This summary includes data from 42 people who participated in the survey (10 Faculty, 6 Staff, 21 Undergraduate students, 5 Graduate students). Results were weighted to reflect the total counts of those employed by the university (Faculty and Staff, combined) and students (Undergraduate and Graduate students, combined) at IUPUC in the fall of 2023. This helps to correct for overrepresentation of some subpopulations (for example, staff) and underrepresentation of others (for example, students) among those who chose to respond to the survey by bringing their representation in line with the total counts in the overall IUPUC population. Sampling error estimates account for weighting of the data.

It is important to note that some services are only used by specific subpopulations, so questions were only asked to those groups. Subpopulations of users are indicated by FAC for faculty, STF for staff, GRD for graduate students, and UND for undergraduate students.

General Services

  1. Overall, how important are UITS systems and services to your work and/or study? [ALL]

Average (mean)

Importance Rate (%)

n

4.44 +/- 0.21

100.0 +/- 0.0

42

  1. Overall, how satisfied are you with the services and support offered by UITS (uits.iu.edu) during the past year? [ALL]

Average (mean)

Satisfaction Rate (%)

n

4.38 +/- 0.23

99.1 +/- 1.9

42

  1. Do you live in University housing? [UND, GRD]

 

Yes

No

n

Undergraduate

–

N/A

17

Graduate

–

N/A

5

  1. Which of the following personally-owned devices do you use to access UITS resources? (Select all that apply.) [ALL]

Response

Percent selected

Desktop computer

13.2%

Laptop computer

92.4%

Smart phone

64.9%

Tablet

N/A

I do not own any of the above

N/A

Other

–

n

42

  1. Please indicate which of the following platforms you regularly use to access UITS services. (Select all that apply.) [ALL]

Response

Percent selected

Microsoft Windows

70.1%

MacOS

34.5%

Linux (all distributions)

N/A

iOS/iPadOS

28.9%

Android

14.5%

Other

–

n

42

  1. Approximately how old is your primary computing device (e.g., your laptop or desktop) which you use for completing work? [ALL]

Response

Percent selected

Less than a year

26.6%

One year

13.6%

Two years

23.4%

Three years

23.8%

Four years

N/A

Five or more years

N/A

n

42

  1. Please rate the degree to which your primary computing device meets your needs. [ALL]

Response

Percent selected

Does not meet my needs at all

–

Somewhat meets my needs

26.9%

Meets all of my needs

73.1%

n

41

  1. What forms of support have you ever used when dealing with technology problems at IU? (Select all that apply.) [ALL]

Response

Percent selected

A local IT professional within your school or department

 

52.8%

UITS Support Center (telephone, email, chat, walk-in)

50.5%

UITS computing lab consultants (known on some campuses as “red shirts”)

 

N/A

Self-service resources (e.g., UITS Webpage, UITS Knowledge Base)

 

36.9%

Kaybee – the UITS Chatbot

13.1%

Other IU resources

N/A

Unsure

–

None of the above

N/A

n

42

  1. How do you prefer to receive communications from UITS? (Select all that ) [ALL]

Response

Percent selected

Email

100.0%

Text

35.9%

Postal mail

–

Social media

N/A

Other

–

n

42

  1. How satisfied are you with communications you receive from UITS? [ALL]

Average (mean)

Satisfaction Rate (%)

n

4.38 +/- 0.25

100.0 +/- 0.0

42

  1. Please indicate your overall satisfaction with the quality of the following services UITS offers to all students, faculty, and staff. If you have no basis for rating the quality of these services, please select “Not applicable/Do not use.” 

 

Average (mean)

Satisfaction Rate (%)

 

n

Office 365/OneDrive [ALL]

4.30 +/- 0.34

91.2 +/- 9.5

40

Zoom for videoconferencing [ALL]

4.43 +/- 0.26

98.9 +/- 2.2

37

IUanyWare (the virtual system enabling access to most IU-supported software from your personal computing device.) [ALL]

 

 

4.49 +/- 0.24

 

 

98.9 +/- 2.2

 

 

34

Microsoft Exchange/Outlook/Outlook Web Application [FAC, STF, GRD]

 

N/A

 

N/A

 

20

Qualtrics survey administration platform [ALL]

 

4.25 +/- 0.31

 

98.7 +/- 2.5

 

30

Adobe Creative Cloud [ALL]

4.02 +/- 0.39

92.2 +/- 10.3

28

Microsoft Teams for videoconferencing [ALL]

 

3.97 +/- 0.35

 

96.0 +/- 4.7

 

31

 

Support Services

12. UITS provides a wide range of IT support resources and services for IU faculty, staff, and students. If you have used or received support from any of the following sources in the past year, please indicate your satisfaction with the quality of these services by selecting the appropriate response. If you have no basis for rating the quality of these services, please select “Not applicable/Do not use.” [ALL]

 

Average (mean)

Satisfaction Rate (%)

 

n

Telephone support

N/A

N/A

22

Walk-in support (at your campus UITS Support Center)

 

4.83 +/- 0.15

 

98.8 +/- 2.5

 

34

UITS chat consulting (http://ithelplive.iu.edu)

 

N/A

 

N/A

 

16

Email support

4.58 +/- 0.23

98.3 +/- 3.3

28

Self-service support resources [e.g., Web pages, Knowledge Base (http://kb.iu.edu)]

 

4.29 +/- 0.33

 

93.0 +/- 6.4

 

30

Kaybee – the UITS Chatbot

N/A

N/A

15

Computing lab consultants (If labs on your campus are not staffed, please select Not Applicable)

 

N/A

 

N/A

 

14

The Video Help Desk (812-856-2020) for conference rooms and other video tools

 

N/A

 

N/A

 

10

13. Overall, how satisfied are you with the UITS support services available at your campus? [ALL] 


Average (mean)

Satisfaction Rate (%)

n

4.56 +/- 0.22

99.0 +/- 2.0

41

Instructional and Student Computing Services

14. 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 with the quality of these facilities and services by selecting the appropriate If you have no basis for rating the quality of these facilities and services, please select “Not applicable/Do not use.”

Reliability of resources and services in the Student Technology Centers (open and instructional labs):

 

Average (mean)

Satisfaction Rate (%)

 

n

Student desktop machines [UND, GRD]

 

N/A

 

N/A

 

24

Printing [UND, GRD]

N/A

N/A

21



Availability of resources and services in the Student Technology Centers (open and instructional labs):

 

Average (mean)

Satisfaction Rate (%)

 

n

Student desktop machines [UND, GRD]

 

N/A

 

N/A

 

21

Printing [UND, GRD]

N/A

N/A

23



15. How often do you visit the Student Technology Centers for the following reasons? [UND, GRD] 

 

Response

Percent who use at least “Rarely”

n

To use a desktop computer

76.0%

25

To use a laptop docking station with a large monitor

52.0%

25

To collaborate with others on projects

84.0%

25

To have a comfortable place to study

84.0%

25

To have a high-speed connection to do work

88.0%

25



Overall, how satisfied are you with the space design of the open study spaces and/or technology lounges in the Student Technology Centers? If you have no basis for rating your satisfaction, please select “Not applicable/Do not use.” [UND, GRD]

Average (mean)

Satisfaction Rate (%)

n

N/A

N/A

24

Classroom Technology Services

16. UITS provides Classroom Technology Services (e.g., permanently installed classroom 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? If you have no basis for rating your satisfaction, please select “Not applicable/Do not use.” [FAC]

Average (mean)

Satisfaction Rate (%)

n

N/A

N/A

9



17. UITS provides several services for video communications and Web collaboration for teaching and If you use these services and facilities, please indicate your overall satisfaction with the quality of these services by selecting the appropriate response. If you have no basis for rating your satisfaction, please select “Not applicable/Do not use.”

 

Average (mean)

Satisfaction Rate (%)

 

n

Kaltura Lecture Capture or class recording [FAC]

 

N/A

 

N/A

 

6

Kaltura Mediaspace for media management [ALL]

 

4.18 +/- 0.33

 

98.6 +/- 2.9

 

26

Zoom for meetings and video conferencing [ALL]

4.39 +/- 0.22

98.8 +/- 2.4

34

Microsoft Teams for meetings and video conferencing [ALL]

4.12 +/- 0.42

90.4 +/- 11.0

28




18. Overall how satisfied are you with the design of classroom learning spaces? If you have no basis for rating your satisfaction, please select “Not applicable/Do not use.” [FAC, UND, GRD] 

Average (mean)

Satisfaction Rate (%)

n

4.26 +/- 0.27

95.2 +/- 7.5

34

Digital Learning

19. UITS provides digital learning resources and services in support of student learning. If you use such resources and services, please indicate your satisfaction with the quality of these services by selecting the appropriate response. If you have no basis for rating your satisfaction, please select “Not applicable/Do not use.” 

 

Average (mean)

Satisfaction Rate (%)

 

n

IU eTexts and digital course materials [FAC, UND, GRD]

 

4.08 +/- 0.41

 

92.3 +/- 8.9

 

28

IT Training (e.g., classroom training, online courses, certificate series, online training material) [ALL]

 

N/A

 

N/A

 

24

Instructional design support for online courses [FAC, STF]

 

N/A

 

N/A

 

6

Faculty production studios [FAC]

N/A

N/A

3

Centers for Teaching and Learning [FAC]

N/A

N/A

8

Teaching.IU (online portals for university- wide teaching resources) [FAC]

 

N/A

 

N/A

 

3

Learning.IU (online portals for university- wide learning resources) [UND, GRD]

 

N/A

 

N/A

 

16

Top Hat Student Response System [ALL]

N/A

N/A

11




20. Canvas is the learning management system used at Indiana Overall, how satisfied are you with Canvas at IU? [ALL] 

Average (mean)

Satisfaction Rate (%)

n

4.59 +/- 0.21

98.0 +/- 2.9

38




21. Overall, how satisfied are you with the following components of Canvas? [ALL (Excludes those who indicated they do not use Canvas)] 

 

Average (mean)

Satisfaction Rate (%)

 

n

Ease of use

4.69 +/- 0.17

99.0 +/- 2.0

38

Technical support

4.08 +/- 0.33

99.0 +/- 2.0

38

Communication about Canvas

4.43 +/- 0.24

99.0 +/- 2.0

38

Guides and information

4.14 +/- 0.33

94.5 +/- 7.3

38

Reliability

4.53 +/- 0.23

99.0 +/- 2.0

38

Research Technologies

22. UITS provides facilities and services in support of research, discovery, and creative activity. If you use such facilities and services, please indicate your overall satisfaction with the quality of these facilities and services by selecting the appropriate response. If you have no basis for rating your satisfaction, please select “Not applicable/Do not use.” [FAC, STF, GRD]

 

Average (mean)

Satisfaction Rate (%)

 

n

Supercomputers and high performance computers (e.g., Big Red 200, Carbonate, Quartz)

 

N/A

 

N/A

 

1

Interactive research computing (e.g., Research Desktop, Jetstream)

 

N/A

 

N/A

 

1

High-speed disk storage (e.g., Data Capacitor, Slate, Geode/Research Home Directories)

 

N/A

 

N/A

 

1

Scholarly Data Archive (formerly HPSS)

N/A

N/A

3

Research Data Services (e.g., Research Database Complex, RADaRS enclave, geospatial data and software, consulting for data workflows)

 

N/A

 

N/A

 

3

Advanced Visualization Lab (Visualization and VR/AR consulting, IQ-Walls, 3D object digitization)

 

N/A

 

N/A

 

1

IU3D Services (3D space digitization with Matterport, NavVis, photogrammetry, drones)

 

N/A

 

N/A

 

1

Support for statistical and mathematical software distribution and licensing (Research Analytics/Stat Math)

 

N/A

 

N/A

 

5

Support for life sciences (e.g., RedCap, genomics analysis support)

 

N/A

 

N/A

 

3

Support for AI applications

N/A

N/A

2

SecureMyResearch

SecureMyResearch provides self-service resources and one-on-one consulting to help Indiana University researchers, faculty, and staff protect regulated and unregulated research data. Its purpose is to reduce the burden of meeting cybersecurity and compliance requirements in grants, contracts, and data use agreements so that IU researchers can concentrate on conducting world-class research.

23. Are you aware of SecureMyResearch? [FAC, GRD] 

Response

Percent selected

Yes

–

No

92.4%

Unsure

–

n

14





24. If you have used SecureMyResearch, please indicate your level of satisfaction with the quality of the following services: [FAC, GRD (Excludes those who are unaware of SecureMyResearch)] 

 

Average (mean)

Satisfaction Rate (%)

 

n

SecureMyResearch Cookbook (a self-service resource providing “recipes” for common research use cases that incorporate security and compliance considerations

 

 

–

 

 

–

 

 

0

SecureMyResearch One-on-One consulting

 

–

 

–

 

0

Enterprise Systems

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 with these systems by selecting the appropriate response. If you have no basis for rating your satisfaction, please select “Not applicable/Do not use.”

 

 

25. Enterprise Student Systems

Average (mean)

Satisfaction Rate (%)

 

n

General SIS functionality (Admissions, Advising, Bursar, Records, Financial Aid) [FAC, STF]

 

N/A

 

N/A

 

7

Academic Advising Services (Degree Map, AdRx) [FAC, STF]

 

N/A

 

N/A

 

5

Student Self-Service (Student Center, Register for Classes, My Unofficial Transcript, My Bursar Account, Make a Payment, My Financial Aid Account Summary, etc.) [UND, GRD]

 

 

 

N/A

 

 

 

N/A

 

 

 

23

iGPS (Plan, Degree Maps, Course Search) [UND]

 

N/A

 

N/A

 

18

 

 

26. Enterprise Business Systems

Average (mean)

Satisfaction Rate (%)

 

n

Chrome River [FAC, STF]

N/A

N/A

6

BUY.IU by Jaggaer [FAC, STF]

N/A

N/A

5

FireForm (EBPS) [FAC, STF]

N/A

N/A

2

OnBase (EBPS) [STF]

N/A

N/A

3

Employee Center (HRMS) [ALL]

N/A

N/A

20

Talent Acquisition Manager (Staff Jobs.IU) [STF]

 

N/A

 

N/A

 

2

Timekeeping (aka Kuali Time) (HRMS) [FAC, STF]

 

N/A

 

N/A

 

5

eDossier (HRMS) [FAC]

N/A

N/A

1

IUCAT (ELS) [ALL]

N/A

N/A

15

Conflict of Interest and Commitment (RAS) [FAC, STF]

 

N/A

 

N/A

 

8

 

 

27. Enterprise Applications

Average (mean)

Satisfaction Rate (%)

 

n

CrimsonCard Management [ALL]

N/A

N/A

22

IU Parking Portal [ALL]

4.40 +/- 0.37

94.6 +/- 10.3

25

IU Login: Two-step Duo [ALL]

4.20 +/- 0.47

86.2 +/- 12.6

39

IU Login: Guest Accounts [ALL]

N/A

N/A

18

Security Center (securitycenter.iu.edu/) [ALL]

 

N/A

 

N/A

 

16

Group Accounts [FAC, STF]

N/A

N/A

9

Affiliate Accounts [FAC, STF]

N/A

N/A

4

Create My First IU Account [ALL]

N/A

N/A

20

 

Institutional Analytics

Institutional Analytics produces official university reports on admissions, enrollment, retention, graduation rates, degree completions, and financial aid for Indiana University and all its campuses. [FAC, STF]

  1. On average, how often do you use the following resources?

Percent who use at least “Once per semester”

n

IUIE (IU Information Environment)

40.0%

15

AM 360

–

14

DS.IU.EDU

N/A

14

IUIA.IU.EDU

N/A

14





  1. Given your use of the following resources, how helpful are they in facilitating your work?

Average (mean)

Helpfulness Rate (%)

n

IUIE (IU Information Environment)

N/A

N/A

6

AM 360

–

–

0

DS.IU.EDU

N/A

N/A

1

IUIA.IU.EDU

N/A

N/A

2





  1. Were you able to find what you were looking for the last time you used the following resources?

 

 

Yes

 

No

Unsure/ Don’t recall

 

n

IUIE (IU Information Environment)

N/A

N/A

N/A

6

AM 360

–

–

–

0

DS.IU.EDU

N/A

N/A

N/A

1

IUIA.IU.EDU

N/A

N/A

N/A

2





  1. Given your use of the following resources, how would you rate the ease of use?

 

Average (mean)

Ease of Use Rate (%)

n

IUIE (IU Information Environment)

N/A

N/A

6

AM 360

–

–

0

DS.IU.EDU

N/A

N/A

1

IUIA.IU.EDU

N/A

N/A

1





  1. Are you aware of the unit known as Institutional Analytics? [FAC, STF]

Response

Percent selected

No, I have not heard of it.

64.3%

Yes, I’ve heard the name but do not know what it does.

 

N/A

Yes, I know what it does but have not utilized its services/website.

 

N/A

Yes, I know what it does and have utilized its services/website.

 

N/A

n

14

Information Security

33. In general, how satisfied are you with the information provided by UITS about security threats that might affect your use of technology on the IU network? [FAC, STF]

Average (mean)

Satisfaction Rate (%)

n

N/A

N/A

14


 

To what extent do you agree with the following statements? 

 

Average (mean)

Agreement Rate (%)

n

34. The tools and information related to identifying and reporting phishing messages are helpful. (e.g., the “Report Phishing” plug-in for Outlook, tips at protect.iu.edu, etc.) [FAC, STF]

 

 

N/A

 

 

N/A

 

 

15

35. The tools and information related to storing, accessing and using institutional data are helpful. (e.g., Data Handling & Sharing DSH tool, Data Classification Matrix, IDS Checklist, Critical Data Guide, KB, etc.) [FAC, STF]

 

 

 

N/A

 

 

 

N/A

 

 

 

15

36. I know where to go for help with IT security, reporting an incident and/or IT policy. [ALL]

 

4.27 +/- 0.27

 

95.6 +/- 6.9

 

40

37. The tools and information related to identifying and reporting/mitigating IT incidents are helpful. [ALL]

 

4.08 +/- 0.30

 

96.6 +/- 6.6

 

40

Web Services

  1. UITS supports access to and the use of various web services and tools. If you use these services, please indicate your overall satisfaction with the quality of these services and tools by selecting the appropriate If you have no basis for rating your satisfaction, please select “Not applicable/Do not use.”

 

Average (mean)

Satisfaction Rate (%)

 

n

Departmental publishing on IU Web servers (IU Sitehosting for Linux, CHE for Windows) [FAC, STF]

 

N/A

 

N/A

 

2

Individual publishing on IU Web servers (pages.iu.edu) [ALL]

 

N/A

 

N/A

 

11

Web Content Management (Cascade Server/WCMS) [FAC, STF]

 

N/A

 

N/A

 

5

Network Services

39. UITS provides Wi-Fi network access via Eduroam and IU If you use these resources and services, please indicate your overall satisfaction by selecting the appropriate response. If you have no basis for rating your satisfaction, please select “Not applicable/Do not use.” 

 

Average (mean)

Satisfaction Rate (%)

 

n

Wi-Fi access available on campus [ALL]

 

4.61 +/- 0.24

 

98.0 +/- 2.9

 

38

Wired network access available on campus [FAC, STF]

 

N/A

 

N/A

 

11

Campus Voice Services

40. UITS provides voice and telephone services to the university. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response. If you have no basis for rating your satisfaction, please select “Not applicable/Do not use.” [FAC, STF] 

 

Average (mean)

Satisfaction Rate (%)

 

n

Microsoft Teams Calls

N/A

N/A

10

Customer Interaction Center/Pure Connect

N/A

N/A

1

IU Fax Service

N/A

N/A

3