ITServices Survey Cover Page

ITServices Customer Satisfaction Survey

Section I - Satisfaction with Technology & Services

For a full description of services, click on the link named, Services , which will open in a separate browser window.

Instructions: For each service below, click along the scale range (1-6) between 1=Very Dissatisfied and 6=Very Satisfied.
Use the following definitions for your choices:
1= Very Dissatisfied, 2= Dissatisfied, 3= Somewhat Dissatisfied, 4= Somewhat Satisfied, 5= Satisfied, 6= Very Satisfied


Please indicate if you do not currently use a service.
1) Tivoli Storage Manager (TSM) Personal Backup
Very Dissatisfied                   Very Satisfied
             
I do not use this service
2) Server Hosting in ITServices Data Centre
Very Dissatisfied                   Very Satisfied
             
I do not use this service
3) Windows file sharing for your office or group
Very Dissatisfied                   Very Satisfied
             
I do not use this service
4) QShare for online file sharing and storage
Very Dissatisfied                   Very Satisfied
             
I do not use this service
5) Computer Sales and Service - payroll deduction financing service
Very Dissatisfied                   Very Satisfied
             
I do not use this service
6) Computer Sales and Service - Computer Setup and Configuration Service
Very Dissatisfied                   Very Satisfied
             
I do not use this service
7) Kiosks - standalone banks of computers to access Internet and email
Very Dissatisfied                   Very Satisfied
             
I do not use this service
8) Computing Sites - labs providing access to computers and applications
Very Dissatisfied                   Very Satisfied
             
I do not use this service
9) Web Conferencing tool (Blackboard Collaborate)
Very Dissatisfied                   Very Satisfied
             
I do not use this service
10) Videoconferencing Rooms
Very Dissatisfied                   Very Satisfied
             
I do not use this service
11) Secure hard drive data deletion for repurposing a computer or hard drive
Very Dissatisfied                   Very Satisfied
             
I do not use this service
12) Computer-based training (e.g., Atomic Learning, Element K)
Very Dissatisfied                   Very Satisfied
             
I do not use this service
13) Workshops on how to use the electronic classrooms
Very Dissatisfied                   Very Satisfied
             
I do not use this service
14) ITServices Workshops for new services and software
Very Dissatisfied                   Very Satisfied
             
I do not use this service
15) Email Mailing Lists (e.g., Listserv Class Lists)
Very Dissatisfied                   Very Satisfied
             
I do not use this service
16) IDA - ITServices Desktop Assistant
Very Dissatisfied                   Very Satisfied
             
I do not use this service
17) Security assessment to detect computer, network and application vulnerabilities
Very Dissatisfied                   Very Satisfied
             
I do not use this service
18) Computer and network security incident reporting and investigation
Very Dissatisfied                   Very Satisfied
             
I do not use this service
19) Campus Wireless Network service
Very Dissatisfied                   Very Satisfied
             
I do not use this service
20) Gartner Gateway access - view research on global IT issues
Very Dissatisfied                   Very Satisfied
             
I do not use this service
21) Multimedia services (e.g., digital production, podcasting, streaming, video capture)
Very Dissatisfied                   Very Satisfied
             
I do not use this service
22) Course management system (Moodle)
Very Dissatisfied                   Very Satisfied
             
I do not use this service
23) Lecture Capture service - automatically record a lecture for online viewing
Very Dissatisfied                   Very Satisfied
             
I do not use this service
24) Electronic classroom Audio/Visual emergency support services
Very Dissatisfied                   Very Satisfied
             
I do not use this service
25) IT Support Centre
Very Dissatisfied                   Very Satisfied
             
I do not use this service
26) Video Captioning and Subtitles services
Very Dissatisfied                   Very Satisfied
             
I do not use this service
27) Trying out new technology in the Emerging Technology Centre (ETC)
Very Dissatisfied                   Very Satisfied
             
I do not use this service
28) Queen's Wiki - online collaboration tool that allows users to create, share and publish content
Very Dissatisfied                   Very Satisfied
             
I do not use this service
29) Personal web space
Very Dissatisfied                   Very Satisfied
             
I do not use this service
30) Faculty/school/department level web space on ITServices web servers
Very Dissatisfied                   Very Satisfied
             
I do not use this service
31) Use of the web content authoring tool (WebPublish)
Very Dissatisfied                   Very Satisfied
             
I do not use this service
32) Web Content Accessibility Review of your website
Very Dissatisfied                   Very Satisfied
             
I do not use this service
33) The Queen's Web/Phone Directory
Very Dissatisfied                   Very Satisfied
             
I do not use this service
34) Telephone sets - requests for move/add/changes
Very Dissatisfied                   Very Satisfied
             
I do not use this service
Service Improvement
Your input is important. Responses to this question will ensure that faculty and staff priorities for service improvement will be integrated with ITServices improvement planning initiatives.

Instructions: In order of importance to your work, please list up to three service improvements.

1. 100 characters
2. 100 characters
3. 100 characters

Section II - Importance of Technology & Services

Instructions: Please indicate the extent to which the following technology and services are important in the performance of your role at Queen's.

Click along the scale range (1-6) between 1=Not Important and 6=Very Important.

1) PDF version of the Queen's phone directory for printing
Not Important                   Very Important
             
I do not use this service
2) Management of your Windows server in ITServices
Not Important                   Very Important
             
I do not use this service
3) Access to email from mobile devices
Not Important                   Very Important
             
I do not use this service
4) QShare for online file sharing and storage
Not Important                   Very Important
             
I do not use this service
5) Unified desktop productivity email/calendar/task lists
Not Important                   Very Important
             
I do not use this service
6) Single sign on - login once and have access to all services
Not Important                   Very Important
             
I do not use this service
7) Enterprise directory (query LDAP from email address book)
Not Important                   Very Important
             
I do not use this service
8) Dialup modem access
Not Important                   Very Important
             
I do not use this service
9) Extended after business hours support for systems and applications at a cost
Not Important                   Very Important
             
I do not use this service
10) Personal web space
Not Important                   Very Important
             
I do not use this service
11) Jeffery 156 computer classroom site
Not Important                   Very Important
             
I do not use this service
12) Office telephone forwarding to mobile telephone
Not Important                   Very Important
             
I do not use this service

Section III - Importance of Additional Services

Below are services not currently provided by ITServices. To what extent would the following services be important in the performance of your role if they became available in the future?

Instructions: Please click along the scale range (1-6) between 1=Not Important and 6=Very Important.

1) Instructor support for tablets in classrooms
Not Important                   Very Important
             
2) Electronic business process management tools
Not Important                   Very Important
             
3) Wireless Network Access in outside spaces on campus
Not Important                   Very Important
             
4) Telephone voice messages delivered to your email inbox
Not Important                   Very Important
             
5) Instructor support for smart phones in classrooms
Not Important                   Very Important
             
6) Communicate ITServices notices and news via Twitter and Facebook
Not Important                   Very Important
             
7) Client focused data center for hosting campus users hardware (Separate from ITServices hardware)
Not Important                   Very Important
             
8) Shared email distribution lists
Not Important                   Very Important
             
General Comments
Instructions: We would be very interested in reading your comments about our services.

 




About You

Instructions: This last section is important and will allow ITServices to consider the diversity of responses common to and between faculty and staff groups on campus.

1) What is your primary role at Queen's?
Faculty Staff
2) How many years have you been employed in your primary role at Queen's University?
Less than 5 5-10 11-15 16 or more
3) In general, which best describes your current skill level using computing technology?
Novice Advanced beginner Proficient Expert
4) Which personal computer or workstation do you use most frequently for your work?
Windows Macintosh Linux
5) ITServices invited over 300 customers to Pilot Test this survey.
Please check YES below only if you submitted a survey during the plot testing.
YES, I submitted an earlier version of this survey during testing.
© 2012 ITServices, Queen's University