# LIENT 3AT ISFACTION 3UR VEY - uit.stanford.edu · - iscellane ous 3ervicesfr om the 'e ne ral 3ur...

Watertown, MA 02472tel: 617.924.4501 fax:

617.924.8070morassociates.com

Brian McDonald, [email protected]

Survey Population

Selection Criteria - All Communities• Had to have a SUNet ID number.• Must have an email address.

Selection Criteria - Faculty• Tenured, Tenure Line, Appointment Line are included.• SLAC Faculty were excluded given they rely on their own systems to a large

extent.• Visiting faculty were not included.

Selection Criteria - Students• Included undergraduates and graduates living on campus.• Off campus were excluded.

Selection Criteria - Administrative• ITSS staff were excluded.• Certain staff members were excluded given computers are not part of how

they get their work done.• SLAC (Stanford Linear Accelerator Center) staff were excluded.

The following table presents a summary of the population and sample size esti-mates that result from applying the above criteria.

Since 2003, MIT’s Information Services and Technology (IS&T) has partnered with IT Services in IT survey efforts at both schools. In 2005 MIT IS&T moved from a 5-point scale to a 6-point scale for rating satisfaction. Beginning with this survey, we have adopted the 6-point scale as well. Because we have an interest in tracking changes in satisfaction over time, we conducted a parallel survey with students and administrative staff that was identical in all respects, save it used a 5-point scale for satisfaction questions onlyfor satisfaction questions only. While this provided us with the necessary data to for satisfaction questions only. Wh i l e t h i s p ro v i d e d u s w i t h t h e n e c e s s ar y d at a t o for satisfaction questions onlydevelop a formula for converting satisfaction means from previous surveys, this report does not reflect satisfaction responses from the parallel survey. However, given that all of the other questions were identical, we have incorporated these additional responses into this report.

6-Point Satisfaction Scale Questions SampleThe Target Sample Size was derived assuming a Confidence Interval of .20 and a Confidence Level of 99%. For satisfaction questions, Stanford received a 45% response rate from the randomly selected population that was asked to complete the survey. For all other questions, Stanford received a response rate of 49% from the randomly selected population. This robust response rate increases the likelihood that these results accurately represent the views of the Stanford community.

Group Initial Sample Size

Target No. Responses

Actual No. Responses

Projected Response

Rate

Actual Response

Rate

Faculty 500 150 172 30% 34%

Students 376 150 162 40% 43%

Admin Staff 300 150 197 50% 66%

Total 1176 450 531 30%-50% 45%

• For any cumulative statistics there will be relative over and under weighting of the specific groups (faculty, students and staff) because each groups representation of the population is not equal to their target sample representation of 33%.

Mean Tot Pos Count

13a. Reliability of wired network 4.98 93% 427

3e. HelpSU: Ease of submitting online request 4.96 92% 382

36a. Keeps the IT systems it provides up and running 4.95 95% 473

3c. HelpSU: Professionalism 4.94 93% 379

20c. ESS: Ease of installing software 4.93 96% 394

13b. Availability of wired network 4.92 91% 427

25d. Symantec/Norton Antivirus 4.90 92% 378

2d. 5-HELP: Professionalism 4.84 91% 342

14. Stanford network Services overall 4.77 93% 469

24a. Timeliness of security software updates 4.74 95% 413

Mean Tot Neg Count

18b. Stanford Web Mail features 3.91 34% 463

9b. Telephone billing system/statements 3.97 31% 239

12c. Wireless guest registration process 3.98 34% 229

15e. Ability to use Stanford services while traveling outside the U.S. 4.09 28% 224

18a. Stanford Web Mail speed 4.09 29% 472

18c. Stanford Web Mail ease of use 4.10 27% 468

21d. Sftwr Lic: Cost 4.13 25% 213

15a. Ability to use Stanford services working from home using Stanford modem 4.19 25% 165

12b. Availability of wireless network on campus 4.24 25% 367

25b. SpySweeper 4.29 25% 287

Question Mean Tot Pos Count







2d. 5-HELP: Professionalism 4.88 91% 116


24a. Timeliness of security software updates 4.81 96% 138

21e. Sftwr Lic: Responsiveness of staff to your requests 4.78 92% 59









13c. High-speed (gigabit) access to other universities 4.71 86% 93

20d. ESS: Helpfulness of Stanford-specifi c software documentation 4.62 91% 128

14. Stanford network services overall 4.60 91% 152



13c. High-speed (gigabit) access to other universities 5.09 94% 90






2d.5-HELP: Professionalism 4.96 93% 149

25a. BigFix 4.94 97% 68

14. Stanford network services overall 4.94 96% 159

Question Mean Tot Neg Count

15e. Ability to use Stanford servics while traveling outside the U.S. 3.94 37% 106


18b. Web Mail features 4.01 33% 146

12b. Availability of network on campus 4.12 26% 133

18c. Web Mail ease of use 4.14 29% 149

25b. SpySweeper 4.16 30% 83


21c. Sftwr Lic: Ease of ordering/purchasing 4.16 21% 76

21d. Sftwr Lic: Cost 4.17 23% 77

18a. Web Mail speed 4.19 29% 150


S2. Wireless networking in the residences 3.36 49% 108

9c. Voice mail 3.37 45% 60


21d. Sftwr Lic: Cost 3.55 42% 69



25a. BigFix 3.72 40% 57

15a. Ability to use Stanford servics working from home using Stanford modem 3.74 37% 46

S10e. Central File Storage (AFS) 3.79 34% 85




15e. Ability to use Stanford servics while traveling outside the U.S. 4.15 20% 46




9a. Telephone problem resolution 4.34 22% 116


15a. Ability to use Stanford servics working from home using Stanford modem 4.38 20% 69

A2c. Ability to submit multiple requests at time of order 4.42 20% 71

2a. 5-HELP: Ability to get through to a person 4.45 17% 151

5-HELP

2003 2005 2006 Chnge Since 2005

2a. 5-HELP: Ability to get through to a person 4.57 4.43 4.43 0.00

2b. 5-HELP: Timeliness of initial response to your inquiry 4.54 4.45 4.49 0.04

2c. 5-HELP: Turnaround time for resolving your problem 4.45 4.41 4.40 -0.01

2d. 5-HELP: Professionalism 5.05 4.81 4.84 0.03

2e. 5-HELP: Ability to solve problem 4.73 4.62 4.49 -0.12

HelpSU

2003 2005 2006 Chnge

3a. HelpSU: Timeliness of initial response to your inquiry 4.77 4.53 4.59 0.06

3b. HelpSU: Turnaround time for resolving your problem 4.63 4.45 4.43 -0.03

3c. HelpSU: Professionalism 5.14 4.89 4.94 0.05

3d. HelpSU: Ability to solve problem 4.98 4.69 4.62 -0.08

3e. HelpSU: Ease of submitting online request 4.69 4.89 4.96 0.07

Problem Resolution Overall

2003 2005 2006 Chnge

4. Problem resolution 4.75 4.60 4.62 0.02

Telecommunications Services

2003 2005 2006 Chnge

9c. Voice mail 4.69 4.46 4.31 -0.15

11. Telecommunications overall 4.74 4.43 4.44 0.01

Network Services

2003 2005 2006 Chnge

12b. Availability of wireless network on campus 4.12 4.11 4.24 0.14

14. Stanford network services overall 4.92 4.74 4.77 0.03

Essential Stanford Software

2003 2005 2006 Chnge

20a. ESS: Available selection of software 5.03 4.52 4.62 0.10

20b. ESS: Timeliness of Stanford release of updated versions after vendor release 4.74 4.42 4.64 0.21

20d. ESS: Helpfulness of Stanford-specifi c software documentation 4.72 4.37 4.69 0.32

ITSS Overall

2003 2005 2006 Chnge

37. IT Services services as a whole 4.81 4.65 4.69 0.04

Additional Questions

2005 2006 Chnge Since 2005

1. Customer-oriented approach 4.54 4.61 0.07 *

9a. Telephone problem resoluion 4.25 4.26 0.01

9b. Billing system/statements 3.90 3.97 0.07

12a. Wireless signal strength/quality of connection 4.28 4.31 0.03

12c. Wireless guest registration process 3.88 3.98 0.10

S2. Wireless networking in the residences 4.14 3.36 -0.78

19. Stanford email overall 4.84 4.6 -0.24

21a. Sftwr Lic: Available selection of software 4.30 4.45 0.15 **

21b. Sftwr Lic: Timeliness of updates 4.18 4.56 0.38 **

21c. Sftwr Lic: Ease of ordering/purchasing 4.16 4.3 0.14 **

24a. Timeliness of security software updates 4.65 4.74 0.09

24b. Effectiveness of documentation and instructions in securing your computer and preventing attacks

4.45 4.53 0.08

24c. Effectiveness of documentation and instructions in recovering from incidents 4.27 4.41 0.14

Additional Questions (Students Only)

2005 2006 Chnge Since 2005

S10a. Web development and publishing tools 4.03 4.13 0.10

S10b. Email quota 3.94 4.27 0.33

S10c. Wired network bandwidth 4.36 4.48 0.12

S10d. Cable TV 3.96 4.02 0.06

S10e. Central File Storage (AFS) 3.94 3.79 -0.15

IT Services Site and Ordering Methods (Administrative Staff Only)

2005 2006 Chnge Since 2005

A1a. IT Services site 4.46 4.51 0.05

A1b. Online HelpSU request 4.57 4.93 0.36

A1c. Phone-in HelpSU request 4.25 4.73 0.48

A2a. Time to complete order form/communicate necessary information 4.39 4.64 0.25

A2b. Ease of access to ordering method 4.45 4.66 0.21

A2c. Ability to submit multiple requests at time of order 4.09 4.42 0.33

A2d. Time interval between submission of order and completion of order 4.17 4.57 0.40

Somewhat Important

Important Very Important

Total Imp

Mean Std Dev

99% CI+-

Count

17a. Better spam fi ltering 15% 21% 56% 91% 5.18 1.15 0.08 766

17b. Better centralized spam auto-deletion

16% 21% 51% 87% 4.98 1.35 0.10 750

17c. Better virus detection 16% 20% 47% 83% 4.87 1.39 0.10 753

17d. More reliable sending and receiving

19% 24% 38% 81% 4.70 1.37 0.10 739

6b. Self-help information on services you already have

22% 32% 28% 82% 4.61 1.25 0.10 635

6a. General information about services, features, rates and ordering

22% 31% 28% 81% 4.58 1.28 0.10 648

6c. News and status of systems and services (e.g., service outages)

19% 31% 26% 76% 4.47 1.35 0.10 636

17e. More disk space 18% 25% 31% 74% 4.44 1.51 0.11 744

34d. Expanded wireless networking

16% 24% 30% 69% 4.18 1.73 0.14 624

Satisfaction with Aspects of Telecommunications Mean N Detail

9c. Voice mail 4.31 341 Enter

9a. Telephone problem resolution 4.26 272 Enter

9b. Telephone billing

system/statements3.97 239 Enter

Satisfaction with Telecommunications Overall Mean N Detail

11. Telecommunications overall 4.44 457 Enter

F

S

A

F

S

A

Satisfaction that IT Services Takes a "Customer-Oriented" Approach Mean N Detail

1. Customer-oriented approach 4.61 419 Enter

Satisfaction with Aspects of 5-HELP Mean N Detail

2d. 5-HELP: Professionalism 4.84 342 Enter

2e. 5-HELP: Ability to solve

problem4.49 346 Enter

2b. 5-HELP: Timeliness of initial

response to your inquiry4.49 343 Enter

2a. 5-HELP: Ability to get through

to a person4.43 348 Enter

2c. 5-HELP: Turnaround time for

resolving your problem4.40 343 Enter

F

S

A

1 Customer-oriented approach

Mean VD D SD SS S VS Count Std. Dev. 99% CI+-

All 4.61 3% 3% 6% 24% 48% 16% 419 1.09 0.14

Faculty 4.63 3% 4% 5% 23% 43% 21% 135

Students 4.50 1% 2% 10% 31% 49% 8% 123

Admin 4.69 4% 2% 3% 20% 52% 19% 161

2a 5-HELP: Ability to get through to a person


All 4.43 3% 8% 7% 24% 42% 16% 348 1.22 0.17

Faculty 4.51 3% 8% 4% 23% 44% 18% 119

Students 4.27 1% 8% 14% 27% 40% 10% 78

Admin 4.45 3% 8% 7% 25% 41% 17% 151

2b 5-HELP: Timeliness of initial response to your inquiry


All 4.49 3% 5% 9% 23% 41% 18% 343 1.23 0.17

Faculty 4.48 6% 4% 4% 26% 40% 19% 118

Students 4.32 1% 6% 17% 26% 32% 17% 77

Admin 4.59 3% 4% 9% 19% 47% 18% 148

2c 5-HELP: Turnaround time for resolving your problem


All 4.40 5% 6% 9% 22% 41% 17% 343 1.30 0.18

Faculty 4.32 8% 6% 8% 22% 37% 19% 116

Students 4.32 4% 7% 9% 29% 37% 14% 76

Admin 4.51 3% 5% 10% 19% 46% 17% 151

2d 5-HELP: Professionalism


All 4.84 2% 3% 5% 18% 46% 27% 342 1.09 0.15

Faculty 4.88 2% 4% 3% 16% 43% 31% 116

Students 4.56 4% 4% 6% 22% 45% 18% 77

Admin 4.96 1% 1% 5% 16% 48% 29% 149

2e 5-HELP: Ability to solve problem


All 4.49 4% 7% 7% 20% 41% 21% 346 1.32 0.18

Faculty 4.47 5% 6% 7% 23% 40% 20% 120

Students 4.25 5% 9% 13% 18% 38% 17% 77

Admin 4.64 3% 6% 5% 18% 44% 23% 149

Satisfaction with Aspects of HelpSU Mean N Detail

3e. HelpSU: Ease of submitting

online request4.96 382 Enter

3c. HelpSU: Professionalism 4.94 379 Enter

3d. HelpSU: Ability to solve


3a. HelpSU: Timeliness of initial


3b. HelpSU: Turnaround time for


Satisfaction with Problem Resolution Overall Mean N Detail

4. Problem resolution overall 4.61 460 Enter

Satisfaction with Specified Web Sites as Computing Resources Mean N Detail

5b (F,A). helpsu.stanford.edu

(HelpSU: for submitting help

requests)

4.74 268 Enter

5a (F,A). computing.stanford.edu

(Stanford's Central Computing

Website)

4.71 171 Enter

5c (F,A). ithelp.stanford.edu (Self-

help site)4.55 121 Enter

5d (F,A). it-services.stanford.edu

(Our organization's website)4.47 148 Enter

3a HelpSU: Timeliness of initial response to your inquiry


All 4.59 2% 5% 8% 22% 43% 20% 395 1.15 0.15

Faculty 4.60 3% 5% 6% 21% 44% 21% 119

Students 4.56 0% 6% 10% 24% 45% 16% 105

Admin 4.61 2% 5% 9% 22% 42% 21% 171

3b HelpSU: Turnaround time for resolving your problem


All 4.43 5% 4% 11% 23% 39% 18% 388 1.28 0.17

Faculty 4.42 8% 4% 5% 25% 38% 20% 114

Students 4.39 2% 6% 11% 30% 36% 16% 103

Admin 4.46 4% 4% 14% 16% 43% 19% 171

3c HelpSU: Professionalism


All 4.94 1% 3% 3% 18% 46% 30% 379 0.99 0.13

Faculty 5.01 1% 3% 4% 14% 42% 36% 112

Students 4.73 0% 4% 6% 21% 51% 18% 100

Admin 5.02 1% 2% 1% 18% 45% 33% 167

3d HelpSU: Ability to solve problem


All 4.62 4% 4% 8% 20% 41% 24% 386 1.25 0.16

Faculty 4.57 5% 5% 4% 23% 38% 24% 115

Students 4.47 4% 4% 11% 23% 40% 19% 101

Admin 4.74 2% 4% 8% 17% 43% 26% 170

3e HelpSU: Ease of submitting online request


All 4.96 1% 2% 4% 16% 44% 32% 382 1.02 0.13

Faculty 4.92 2% 4% 5% 15% 38% 36% 112

Students 4.91 0% 1% 5% 21% 49% 25% 101

Admin 5.02 1% 2% 4% 14% 44% 35% 169

4 Problem resolution overall


All 4.62 3% 3% 7% 21% 46% 20% 460 1.17 0.14

Faculty 4.63 5% 5% 5% 18% 44% 24% 153

Students 4.47 2% 3% 8% 29% 46% 11% 122

Admin 4.71 3% 3% 6% 18% 48% 22% 185

Importance of Sources of Computing Help (for Students) Mean N Detail

S1a. Information outside of

Stanford (Google, Apple,

Microsoft, Red Hat, etc.)

4.67 265 Enter

S1e. Other students 4.33 259 Enter

S1f. RCCs 3.66 237 Enter

S1b. IT Services website 3.51 252 Enter

S1h. Residential Computing

website3.14 233 Enter

S1d. HelpSU 3.11 235 Enter

S1i. Other Stanford computing

websites2.96 230 Enter

S1c. 5-HELP 2.59 226 Enter

S1j. Training 2.36 211 Enter

S1g. Student Help Desk (Meyer

Help Desk)2.24 216 Enter

31h (S) Other, please specify below

Daily Weekly Monthly <Monthly Never Count

Students 6% 0% 2% 2% 90% 124

S1a Information outside of Stanford (Google, Apple, Microsoft, Red Hat, etc.)

Mean 1-VU 2 3 4 5 6-VI Count Std. Dev. 99% CI+-

Students 4.67 6% 4% 8% 20% 24% 38% 265 1.45 0.23

S1b IT Services website


Students 3.51 12% 14% 20% 27% 19% 8% 252 1.45 0.24

S1c 5-HELP


Students 2.60 35% 18% 19% 14% 10% 4% 226 1.54 0.26

S1d HelpSU


Students 3.12 24% 13% 19% 23% 14% 8% 235 1.59 0.27

S1e Other students


Students 4.33 8% 6% 12% 21% 26% 27% 259 1.52 0.24

S1f RCCs


Students 3.67 20% 10% 12% 18% 19% 21% 237 1.81 0.30

S1g Student Help Desk (Meyer Help Desk)


Students 2.25 49% 14% 12% 16% 6% 3% 216 1.48 0.26

S1h Residential Computing website


Students 3.15 22% 15% 21% 16% 21% 5% 233 1.58 0.27

S1i Other Stanford computing websites


Students 2.97 27% 15% 17% 20% 14% 6% 230 1.60 0.27

S1j Training


Students 2.37 40% 17% 21% 12% 7% 3% 211 1.43 0.25

Satisfaction with Aspects of HelpSU Mean N Detail

3e. HelpSU: Ease of submitting

online request4.96 382 Enter

3c. HelpSU: Professionalism 4.94 379 Enter

3d. HelpSU: Ability to solve


3a. HelpSU: Timeliness of initial


3b. HelpSU: Turnaround time for


Satisfaction with Problem Resolution Overall Mean N Detail

4. Problem resolution overall 4.61 460 Enter

Satisfaction with Specified Web Sites as Computing Resources Mean N Detail

5b (F,A). helpsu.stanford.edu

(HelpSU: for submitting help

requests)

4.74 268 Enter

5a (F,A). computing.stanford.edu

(Stanford's Central Computing

Website)

4.71 171 Enter

5c (F,A). ithelp.stanford.edu (Self-

help site)4.55 121 Enter

5d (F,A). it-services.stanford.edu

(Our organization's website)4.47 148 Enter

Importance of Specified Types of Documentation on Web Mean N Detail

6b. Self-help information on

services you already have4.61 635 Enter

6a. General information about

services, features, rates and

ordering

4.58 648 Enter

6c. News and status of systems

and services (e.g., service

outages)

4.47 636 Enter

Importance of Specified Telecommunications Offerings Mean N Detail

10a (F,A). Call forwarding for

your work phone3.63 433 Enter

10b (F,A). One mailbox for all

your telephone numbers3.57 415 Enter

10c (F,A). An integrated

messaging service linking voice

mail, email and fax

3.24 413 Enter

10e. Ability to make or receive

calls from your computer2.96 631 Enter

10d. Voice-over-Internet (VoIP)

phone services2.96 619 Enter

F

S

A

5a (F,A) computing.stanford.edu (Stanford's Central Computing Website)


All 4.71 0% 3% 5% 23% 56% 13% 171 0.87 0.17

Faculty 4.68 0% 3% 8% 20% 56% 13% 71

Admin 4.74 0% 3% 3% 25% 55% 14% 100

5b (F,A) helpsu.stanford.edu (HelpSU: for submitting help requests)


All 4.74 2% 4% 4% 21% 46% 23% 268 1.09 0.17

Faculty 4.60 3% 6% 5% 21% 47% 19% 108

y 4.84 1% 3% 3% 21% 46% 26% 160

5c (F,A) ithelp.stanford.edu (Self-help site)


All 4.55 1% 8% 7% 20% 48% 17% 121 1.15 0.25

Faculty 4.36 2% 9% 13% 15% 51% 11% 47

Admin 4.68 0% 8% 3% 23% 46% 20% 74

5d (F,A) it-services.stanford.edu (Our organization's website)


All 4.48 1% 8% 10% 21% 44% 16% 148 1.16 0.25

Faculty 4.29 2% 7% 18% 20% 38% 15% 55

Admin 4.59 0% 9% 5% 22% 47% 17% 93

6a General information about services, features, rates and ordering


All 4.58 3% 5% 11% 22% 31% 28% 648 1.28 0.13

Faculty 4.53 4% 7% 8% 23% 33% 27% 120

Students 4.37 4% 6% 14% 25% 26% 24% 251

Admin 4.80 1% 3% 10% 19% 35% 31% 277

6b Self-help information on services you already have


All 4.61 2% 4% 12% 22% 32% 28% 635 1.25 0.13

Faculty 4.54 3% 6% 10% 20% 34% 27% 116

Students 4.43 4% 5% 13% 25% 27% 26% 247

Admin 4.81 0% 2% 11% 19% 37% 30% 272

6c News and status of systems and services (e.g., service outages)


All 4.47 3% 6% 15% 19% 31% 26% 636 1.35 0.14

Faculty 4.57 3% 6% 12% 19% 30% 30% 120

Students 4.11 7% 7% 18% 24% 24% 20% 239

Admin 4.74 0% 5% 13% 15% 36% 31% 277

10a (F,A) Call forwarding for your work phone


All 3.63 19% 10% 15% 18% 18% 19% 433 1.76 0.22

Faculty 3.46 23% 9% 17% 18% 17% 16% 136

Admin 3.71 18% 10% 14% 19% 19% 21% 297

10b (F,A) One mailbox for all your telephone numbers


All 3.57 22% 8% 14% 18% 22% 16% 415 1.77 0.22

Faculty 3.42 23% 9% 16% 20% 17% 15% 132

Admin 3.64 21% 8% 13% 17% 24% 16% 283

10c (F,A) An integrated messaging service linking voice mail, email and fax


All 3.24 24% 13% 17% 17% 17% 12% 413 1.72 0.22

Faculty 3.25 26% 13% 19% 14% 13% 17% 133

Admin 3.24 24% 14% 16% 18% 19% 10% 280

10d Voice-over-Internet (VoIP) phone services


All 2.97 31% 12% 16% 17% 15% 8% 619 1.69 0.17

Faculty 3.08 26% 14% 19% 17% 12% 11% 129

Students 2.86 38% 10% 15% 15% 13% 10% 213

Admin 3.00 28% 14% 16% 20% 18% 5% 277

10e Ability to make or receive calls from your computer


All 2.97 31% 13% 15% 17% 17% 7% 631 1.69 0.17

Faculty 3.07 27% 16% 14% 16% 18% 8% 132

Students 2.88 37% 10% 14% 16% 12% 11% 218

Admin 2.99 28% 14% 16% 19% 20% 4% 281

7. Preferred Method for Learning About Computing

(Select one.) , n=706

0% 10% 20% 30% 40% 50%

One-on-one

training with

instructor

Online training

Hands-on,

instructor-led class

Asking a peer or

colleague for help

Self-instruction

Faculty

Students

Admin

S6. Relative Student Use of Specified Computing

Devices (n=529)

Laptop 65%

Desktop 24%

Cluster 8%

Handheld 3%

7

Hands-

on,

instructo

r-led

class

One-on-

one

training

with

instruc-

tor

Online

training

Self-

instruc-

tion

Asking a

peer or

col-

league

for help Count

All 20% 16% 18% 23% 22% 706

Faculty 7% 24% 17% 29% 22% 147

Students 14% 12% 12% 31% 30% 265

Admin 32% 16% 24% 13% 15% 294

28a In any given one month period

100GB 500GB 1TB >1TB Count

All 72% 23% 5% 1% 415

Faculty 66% 30% 4% 0% 97

Students 74% 22% 4% 0% 209

Admin 74% 17% 6% 2% 109

28b In any given three month period


All 60% 31% 8% 2% 386

Faculty 56% 38% 6% 1% 90

Students 61% 31% 8% 1% 198

Admin 61% 23% 10% 5% 98

28c In any given year


All 43% 39% 15% 3% 415

Faculty 37% 44% 15% 3% 99

Students 46% 37% 14% 3% 204

Admin 45% 38% 15% 3% 112

28d For over a year


All 35% 40% 17% 8% 413

Faculty 33% 41% 17% 9% 94

Students 35% 41% 16% 8% 213

Admin 37% 37% 19% 8% 106

What is your preferred method for learning about

computing? (Select one.)

Satisfaction with Aspects of Telecommunications Mean N Detail

9c. Voice mail 4.31 341 Enter

9a. Telephone problem resolution 4.26 272 Enter

9b. Telephone billing

system/statements3.97 239 Enter

Satisfaction with Telecommunications Overall Mean N Detail

11. Telecommunications overall 4.44 457 Enter

F

S

A

F

S

A

9a Telephone problem resolution


All 4.26 5% 5% 13% 24% 44% 10% 272 1.25 0.19

Faculty 4.39 4% 6% 11% 18% 51% 11% 84

Students 4.00 8% 7% 11% 33% 31% 10% 72

Admin 4.34 4% 3% 15% 22% 47% 9% 116

9b Telephone billing system/statements


All 3.97 9% 8% 15% 23% 38% 8% 239 1.39 0.23

Faculty 3.97 9% 6% 14% 23% 42% 5% 64

Students 3.93 9% 8% 15% 24% 34% 9% 86

Admin 4.02 8% 8% 15% 21% 40% 8% 89

9c Voice mail


All 4.31 5% 6% 11% 19% 47% 12% 341 1.30 0.18

Faculty 4.30 3% 8% 11% 21% 44% 12% 118

Students 3.37 18% 12% 15% 27% 27% 2% 60

Admin 4.67 2% 2% 10% 14% 56% 16% 163

11 Telecommunications overall


All 4.44 2% 2% 9% 31% 49% 8% 457 0.99 0.12

Faculty 4.45 3% 1% 6% 34% 46% 9% 155

Students 4.16 3% 4% 15% 35% 37% 6% 127

Admin 4.64 1% 1% 6% 25% 59% 8% 175

Importance of Specified Types of Documentation on Web Mean N Detail

6b. Self-help information on

services you already have4.61 635 Enter

6a. General information about

services, features, rates and

ordering

4.58 648 Enter

6c. News and status of systems

and services (e.g., service

outages)

4.47 636 Enter

Importance of Specified Telecommunications Offerings Mean N Detail

10a (F,A). Call forwarding for

your work phone3.63 433 Enter

10b (F,A). One mailbox for all

your telephone numbers3.57 415 Enter

10c (F,A). An integrated

messaging service linking voice

mail, email and fax

3.24 413 Enter

10e. Ability to make or receive

calls from your computer2.96 631 Enter

10d. Voice-over-Internet (VoIP)

phone services2.96 619 Enter

F

S

A

6a General information about services, features, rates and ordering


All 4.58 3% 5% 11% 22% 31% 28% 648 1.28 0.13

Faculty 4.53 4% 7% 8% 23% 33% 27% 120

Students 4.37 4% 6% 14% 25% 26% 24% 251

Admin 4.80 1% 3% 10% 19% 35% 31% 277

6b Self-help information on services you already have


All 4.61 2% 4% 12% 22% 32% 28% 635 1.25 0.13

Faculty 4.54 3% 6% 10% 20% 34% 27% 116

Students 4.43 4% 5% 13% 25% 27% 26% 247

Admin 4.81 0% 2% 11% 19% 37% 30% 272

6c News and status of systems and services (e.g., service outages)


All 4.47 3% 6% 15% 19% 31% 26% 636 1.35 0.14

Faculty 4.57 3% 6% 12% 19% 30% 30% 120

Students 4.11 7% 7% 18% 24% 24% 20% 239

Admin 4.74 0% 5% 13% 15% 36% 31% 277

10a (F,A) Call forwarding for your work phone


All 3.63 19% 10% 15% 18% 18% 19% 433 1.76 0.22

Faculty 3.46 23% 9% 17% 18% 17% 16% 136

Admin 3.71 18% 10% 14% 19% 19% 21% 297

10b (F,A) One mailbox for all your telephone numbers


All 3.57 22% 8% 14% 18% 22% 16% 415 1.77 0.22

Faculty 3.42 23% 9% 16% 20% 17% 15% 132

Admin 3.64 21% 8% 13% 17% 24% 16% 283

10c (F,A) An integrated messaging service linking voice mail, email and fax


All 3.24 24% 13% 17% 17% 17% 12% 413 1.72 0.22

Faculty 3.25 26% 13% 19% 14% 13% 17% 133

Admin 3.24 24% 14% 16% 18% 19% 10% 280

10d Voice-over-Internet (VoIP) phone services


All 2.97 31% 12% 16% 17% 15% 8% 619 1.69 0.17

Faculty 3.08 26% 14% 19% 17% 12% 11% 129

Students 2.86 38% 10% 15% 15% 13% 10% 213

Admin 3.00 28% 14% 16% 20% 18% 5% 277

10e Ability to make or receive calls from your computer


All 2.97 31% 13% 15% 17% 17% 7% 631 1.69 0.17

Faculty 3.07 27% 16% 14% 16% 18% 8% 132

Students 2.88 37% 10% 14% 16% 12% 11% 218

Admin 2.99 28% 14% 16% 19% 20% 4% 281

Satisfaction with Aspects of the Wireless Network Mean N Detail

12a. Wireless signal

strength/quality of connection4.30 372 Enter

12b. Availability of wireless

network on campus4.24 367 Enter

12c. Wireless guest registration

process3.98 229 Enter

Satisfaction with Wireless Networking in Student Residences Mean N Detail

S2. Wireless networking in the

residences3.36 108 Enter

Satisfaction with Aspects of the Wired Network Mean N Detail

13a. Reliability wired of network 4.98 427 Enter

13b. Availability of wired network 4.92 427 Enter

13c. High-speed (gigabit) wired

access to other universities4.85 262 Enter

F

S

A

F

S

A

Satisfaction with Network Services Overall Mean N Detail

14. Stanford network services

overall4.76 469 Enter

Satisfaction with Specified Modes of Remote Access Mean N Detail

15c. Using Stanford services

working from home using other

Internet service provider

4.55 308 Enter

15b. Using Stanford services

working from home using

Stanford DSL service

4.54 183 Enter

15d. Using Stanford services

while traveling within the U.S.4.42 338 Enter

15a. Using Stanford services


Stanford modem

4.19 165 Enter

15e. Using Stanford services

while traveling outside the U.S.4.08 224 Enter

F

S

A

F

S

A

12a Wireless signal strength/quality of connection


All 4.31 3% 6% 14% 24% 40% 13% 372 1.21 0.16

Faculty 4.31 3% 9% 11% 21% 43% 13% 132

Students 4.20 4% 4% 18% 31% 33% 11% 142

Admin 4.46 1% 7% 12% 18% 47% 14% 98

12b Availability of wireless network on campus


All 4.24 4% 8% 13% 25% 37% 14% 367 1.28 0.17

Faculty 4.12 5% 10% 11% 25% 41% 8% 133

Students 4.18 3% 8% 16% 32% 23% 18% 137

Admin 4.51 2% 5% 13% 14% 49% 15% 97

12c Wireless guest registration process


All 3.98 7% 10% 17% 24% 30% 12% 229 1.40 0.24

Faculty 4.16 4% 7% 17% 29% 26% 17% 70

Students 3.60 9% 14% 24% 25% 18% 10% 88

Admin 4.28 6% 7% 10% 18% 49% 10% 71

S2 Wireless networking in the residences


Students 3.36 18% 15% 17% 25% 17% 9% 108 1.58 0.39

13a Reliability of wired network


All 4.98 1% 1% 4% 14% 52% 28% 427 0.93 0.12

Faculty 5.05 1% 1% 1% 9% 60% 27% 142

Students 4.82 1% 2% 6% 20% 44% 27% 135

Admin 5.06 0% 1% 5% 12% 51% 31% 150

13b Availability of wired network


All 4.92 1% 2% 5% 13% 50% 28% 427 1.02 0.13

Faculty 4.87 3% 3% 5% 9% 56% 25% 144

Students 4.77 2% 3% 8% 18% 44% 26% 131

Admin 5.10 0% 1% 4% 13% 51% 32% 152

13c High-speed (gigabit) wired access to other universities


All 4.86 2% 3% 6% 12% 49% 28% 262 1.12 0.18

Faculty 4.77 4% 5% 5% 5% 58% 23% 79

Students 4.71 3% 2% 9% 22% 35% 29% 93

Admin 5.09 0% 2% 3% 9% 54% 31% 90

14 Stanford network services overall


All 4.77 1% 2% 4% 23% 54% 17% 469 0.90 0.11

Faculty 4.77 2% 3% 3% 18% 61% 15% 158

Students 4.60 1% 2% 5% 34% 43% 15% 152

Admin 4.94 0% 1% 4% 17% 58% 20% 159

15a Using Stanford services working from home using Stanford modem


All 4.19 5% 7% 12% 25% 37% 13% 165 1.32 0.27

Satisfaction with Network Services Overall Mean N Detail

14. Stanford network services

overall4.76 469 Enter

Satisfaction with Specified Modes of Remote Access Mean N Detail

15c. Using Stanford services

working from home using other

Internet service provider

4.55 308 Enter

15b. Using Stanford services


Stanford DSL service

4.54 183 Enter

15d. Using Stanford services

while traveling within the U.S.4.42 338 Enter

15a. Using Stanford services


Stanford modem

4.19 165 Enter

15e. Using Stanford services

while traveling outside the U.S.4.08 224 Enter

F

S

A

F

S

A

Interest in Specified Additions to Bundled Services (for Students) Mean N Detail

S4b. Cable TV 2.98 229 Enter

S4a. Domestic long distance 2.26 223 Enter

S11a Special function/reserved Unix clusters (e.g., specific software or cluster room reservations)


Students 2.83 36% 10% 18% 18% 11% 8% 120 1.70 0.40

S11b Moving away from on-site cluster access to remote access only


Students 2.90 33% 14% 13% 21% 12% 8% 120 1.70 0.40

S4a Domestic long distance

Mean

1-Not At

All Inter-

ested 2 3 4 5

6-Very

Inter-

ested Count Std. Dev. 99% CI+-

Students 2.27 55% 9% 12% 9% 9% 7% 223 1.67 0.29

S4b Cable TV

Mean

1-Not At

All Inter-

ested 2 3 4 5

6-Very

Inter-


Students 2.99 42% 8% 8% 12% 12% 18% 229 2.00 0.34

30 Central backup likelihood

Highly

Unlikely Unlikely

Neithr

Likly Nor

Unlikely Likely

Highly

Likely Count

All 7% 14% 20% 32% 28% 721

Faculty 8% 15% 20% 32% 25% 158

Students 6% 12% 22% 31% 29% 269

Admin 7% 14% 18% 32% 29% 294

Faculty 4.36 4% 8% 8% 18% 52% 10% 50

Students 3.74 9% 11% 17% 35% 17% 11% 46

Admin 4.38 4% 4% 12% 25% 39% 16% 69

15b Using Stanford services working from home using Stanford DSL service


All 4.54 3% 5% 8% 21% 45% 18% 183 1.19 0.23

Faculty 4.66 1% 4% 6% 19% 53% 16% 68

Students 4.09 7% 9% 9% 28% 33% 13% 54

Admin 4.80 0% 3% 8% 18% 46% 25% 61

15c Using Stanford services working from home using other Internet service provider


All 4.56 3% 5% 7% 23% 47% 16% 308 1.14 0.17

Faculty 4.61 3% 6% 6% 17% 53% 17% 108

Students 4.36 5% 3% 7% 34% 36% 15% 95

Admin 4.69 0% 5% 8% 19% 51% 17% 105

15d Using Stanford services while traveling within the U.S.


All 4.42 3% 6% 7% 25% 45% 13% 338 1.18 0.17

Faculty 4.35 5% 5% 11% 22% 45% 12% 153

Students 4.47 3% 4% 6% 30% 42% 14% 97

Admin 4.49 1% 9% 2% 27% 48% 13% 88

15e Using Stanford services while traveling outside the U.S.


All 4.09 6% 8% 14% 25% 36% 11% 224 1.34 0.23

Faculty 3.94 7% 11% 19% 19% 33% 11% 106

Students 4.26 4% 6% 11% 32% 33% 14% 72

Admin 4.15 7% 7% 7% 30% 46% 4% 46

Importance of Specified Improvements for Stanford Email Mean N Detail

17a. Better spam filtering 5.18 766 Enter

17b. Better centralized spam

auto-deletion4.97 750 Enter

17c. Better email virus detection 4.87 753 Enter

17d. More reliable sending and

receiving of email4.70 739 Enter

17e. More disk space for email 4.43 744 Enter

F

S

A

S5

Yes No Count

Students 86% 14% 274

Do you use an

@stanford.edu address as

your primary email address?

17a Better spam filtering


All 5.18 1% 3% 5% 15% 21% 56% 766 1.15 0.11

Faculty 5.16 1% 3% 5% 15% 21% 55% 170

Students 4.99 3% 5% 5% 16% 19% 51% 270

Admin 5.35 0% 1% 4% 13% 22% 60% 326

17b Better centralized spam auto-deletion


All 4.98 4% 4% 6% 16% 21% 51% 750 1.35 0.13

Faculty 5.01 4% 4% 6% 13% 21% 52% 163

Students 4.71 6% 6% 7% 18% 16% 46% 267

Admin 5.19 2% 2% 4% 15% 24% 53% 320

17c Better email virus detection


All 4.87 4% 4% 9% 16% 20% 47% 753 1.39 0.13

Faculty 4.81 3% 4% 12% 16% 20% 45% 167

Students 4.54 8% 5% 9% 19% 18% 41% 263

Admin 5.17 0% 2% 7% 14% 22% 54% 323

17d More reliable sending and receiving of email


All 4.70 3% 5% 10% 19% 24% 38% 739 1.37 0.13

Faculty 4.52 4% 7% 12% 20% 26% 31% 160

Students 4.51 5% 7% 12% 20% 22% 34% 264

Admin 4.96 1% 3% 9% 17% 25% 45% 315

17e More disk space for email


All 4.44 6% 6% 13% 18% 25% 31% 744 1.51 0.14

Faculty 4.33 7% 8% 14% 17% 25% 29% 163

Students 4.37 7% 7% 15% 16% 22% 33% 268

Admin 4.56 5% 4% 12% 19% 28% 32% 313

Satisfaction with Aspects of Email Mean N Detail

18d. Stanford Web Mail reliability 4.42 456 Enter

18c. Stanford Web Mail ease of

use4.10 468 Enter

18a. Stanford Web Mail speed 4.09 472 Enter

18b. Stanford Web Mail features 3.91 463 Enter

Satisfaction with Email Overall Mean N Detail

19. Stanford email overall 4.60 520 Enter

F

S

A

F

S

A

F

S

A

F

S

A

18a Stanford Web Mail speed


All 4.09 5% 10% 14% 23% 37% 11% 472 1.33 0.16

Faculty 4.19 5% 9% 15% 21% 35% 16% 150

Students 3.66 7% 14% 24% 23% 24% 8% 148

Admin 4.37 3% 7% 6% 25% 51% 8% 174

18b Stanford Web Mail features


All 3.91 4% 13% 17% 27% 31% 8% 463 1.30 0.16

Faculty 4.01 3% 12% 17% 26% 29% 12% 146

Students 3.52 7% 18% 22% 26% 22% 5% 148

Admin 4.17 3% 8% 12% 30% 41% 7% 169

18c Stanford Web Mail ease of use


All 4.10 4% 10% 13% 26% 37% 10% 468 1.29 0.15

Faculty 4.14 5% 9% 15% 23% 34% 13% 149

Students 3.89 6% 13% 14% 26% 34% 6% 148

Admin 4.25 2% 9% 10% 29% 41% 9% 171

18d Stanford Web Mail reliability


All 4.43 3% 5% 8% 25% 48% 11% 456 1.14 0.14

Faculty 4.56 3% 3% 7% 26% 48% 14% 145

Students 4.11 6% 9% 10% 29% 35% 10% 144

Admin 4.59 1% 4% 7% 21% 58% 9% 167

19 Stanford email overall


All 4.60 1% 3% 7% 23% 54% 12% 520 0.98 0.11

Faculty 4.68 2% 3% 4% 23% 52% 16% 171

Students 4.30 2% 6% 11% 27% 46% 7% 157

Admin 4.78 0% 2% 6% 18% 62% 13% 192

7. Preferred Method for Learning About Computing

(Select one.) , n=706

0% 10% 20% 30% 40% 50%

One-on-one

training with

instructor

Online training

Hands-on,

instructor-led class

Asking a peer or

colleague for help

Self-instruction

Faculty

Students

Admin

S6. Relative Student Use of Specified Computing

Devices (n=529)

Laptop 65%

Desktop 24%

Cluster 8%

Handheld 3%

S6a Desktop

0 1-20% 21-40% 41-60% 61-80% 81-100% Count

Students 35% 29% 4% 10% 10% 11% 240

S6b Laptop

0 1-20% 21-40% 41-60% 61-80% 81-100% Count

Students 4% 9% 5% 7% 15% 61% 261

S6c Handheld/PDA

0 1-20% 21-40% 41-60% 61-80% 81-100% Count

Students 88% 8% 1% 1% 0% 1% 213

S6d Cluster machine

0 1-20% 21-40% 41-60% 61-80% 81-100% Count

Students 44% 49% 4% 2% 0% 1% 234

27a By you


All 10% 11% 13% 31% 34% 667

Faculty 16% 18% 17% 28% 21% 146

Students 3% 7% 14% 42% 34% 273

Admin 13% 13% 11% 21% 42% 248

27b By someone else


All 19% 9% 3% 11% 59% 601

Faculty 19% 9% 1% 13% 58% 117

Students 0% 2% 1% 10% 86% 232

Admin 36% 15% 5% 10% 34% 252

27


All 23% 15% 13% 29% 20% 743

Faculty 26% 21% 14% 27% 13% 164

Students 4% 8% 14% 42% 32% 273

Admin 38% 19% 11% 18% 14% 306

Backed up at all

Satisfaction with Aspects of ESS Mean N Detail

20c. ESS: Ease of installing

software4.93 394 Enter

20d. ESS: Helpfulness of

Stanford-specific software

documentation

4.68 352 Enter

20b. ESS: Timeliness of Stanford

release of updated versions after

vendor release

4.63 382 Enter

20a. ESS: Available selection of


F

S

A

20a ESS: Available selection of software


All 4.62 0% 3% 5% 29% 51% 12% 411 0.89 0.11

Faculty 4.55 1% 4% 7% 28% 51% 10% 137

Students 4.54 1% 3% 6% 33% 49% 9% 138

Admin 4.78 0% 1% 3% 27% 53% 15% 136

20b ESS: Timeliness of Stanford release of updated versions after vendor release


All 4.64 1% 2% 7% 27% 49% 14% 382 0.92 0.12

Faculty 4.54 2% 3% 9% 26% 48% 13% 128

Students 4.54 0% 3% 7% 34% 45% 11% 128

Admin 4.83 0% 1% 5% 22% 55% 17% 126

20c ESS: Ease of installing software


All 4.93 1% 1% 3% 21% 52% 24% 394 0.84 0.11

Faculty 4.93 1% 1% 4% 18% 50% 26% 134

Students 4.86 1% 1% 3% 22% 54% 19% 134

Admin 5.01 0% 0% 2% 21% 52% 25% 126

20d ESS: Helpfulness of Stanford-specific software documentation


All 4.69 1% 3% 5% 27% 46% 18% 352 0.99 0.14

Faculty 4.59 1% 5% 4% 28% 48% 14% 113

Students 4.62 2% 3% 5% 30% 45% 16% 128

Admin 4.86 1% 0% 5% 23% 46% 24% 111

Satisfaction with Aspects of Software Licensing Mean N Detail

21e. Sftwr Lic: Responsiveness

of staff to your requests4.64 181 Enter

21b. Sftwr Lic: Timeliness of

updates4.55 196 Enter

21a. Sftwr Lic: Available selection

of software4.44 229 Enter

21c. Sftwr Lic: Ease of

ordering/purchasing4.30 208 Enter

21d. Sftwr Lic: Cost 4.12 213 Enter

F

S

A

F

S

A

21a Sftwr Lic: Available selection of software


All 4.45 0% 7% 7% 30% 47% 9% 229 0.99 0.17

Faculty 4.39 0% 8% 6% 31% 47% 7% 83

Students 4.25 0% 7% 10% 39% 40% 4% 72

Admin 4.72 0% 4% 7% 19% 54% 16% 74

21b Sftwr Lic: Timeliness of updates


All 4.56 0% 3% 6% 30% 54% 7% 196 0.84 0.15

Faculty 4.51 0% 5% 5% 28% 54% 7% 74

Students 4.42 0% 2% 7% 45% 42% 5% 60

Admin 4.74 0% 2% 6% 18% 65% 10% 62

21c Sftwr Lic: Ease of ordering/purchasing


All 4.30 2% 7% 8% 34% 40% 9% 208 1.09 0.19

Faculty 4.16 3% 11% 8% 33% 39% 7% 76

Students 4.27 0% 5% 8% 50% 31% 6% 64

Admin 4.50 3% 4% 9% 21% 50% 13% 68

21d Sftwr Lic: Cost


All 4.13 4% 8% 13% 32% 33% 10% 213 1.23 0.22

Faculty 4.17 1% 5% 17% 35% 35% 6% 77

Students 3.55 7% 16% 19% 36% 16% 6% 69

Admin 4.67 3% 3% 3% 24% 49% 18% 67

21e Sftwr Lic: Responsiveness of staff to your requests


All 4.64 2% 4% 4% 29% 40% 21% 181 1.09 0.21

Faculty 4.78 2% 3% 3% 22% 46% 24% 59

Students 4.41 0% 5% 7% 46% 28% 15% 61

Admin 4.74 3% 5% 2% 20% 46% 25% 61

Satisfaction with Aspects of Shared Software Mean N Detail

22d (F,S). Shrd Sftwr: Stability of

the software4.57 104 Enter

22b (F,S). Shrd Sftwr: Timeliness

of updates4.49 105 Enter

22a (F,S). Shrd Sftwr: Availability

of software for course and

research needs

4.43 116 Enter

22c (F,S). Shrd Sftwr:

Documentation and

announcements of software

packages

4.29 99 Enter

Satisfaction with Aspects of Computer Security Mean N Detail

24a. Timeliness of security

software updates4.73 413 Enter

24b. Effectiveness of

documentation and instructions

in securing your computer and

preventing attacks

4.52 387 Enter

24c. Effectiveness of


in recovering from incidents

4.40 311 Enter

F

S

A

22a (F,S) Shrd Sftwr: Availability of software for course and research needs


All 4.43 1% 5% 7% 37% 37% 13% 116 1.03 0.25

Faculty 4.54 0% 4% 6% 35% 40% 15% 48

Students 4.35 1% 6% 7% 38% 35% 12% 68

22b (F,S) Shrd Sftwr: Timeliness of updates


All 4.50 0% 4% 8% 33% 46% 10% 105 0.91 0.23

Faculty 4.66 0% 4% 6% 23% 51% 15% 47

Students 4.36 0% 3% 9% 41% 41% 5% 58

22c (F,S) Shrd Sftwr: Documentation and announcements of software packages


All 4.29 0% 5% 11% 41% 34% 8% 99 0.95 0.25

Faculty 4.29 0% 7% 12% 38% 31% 12% 42

Students 4.30 0% 4% 11% 44% 37% 5% 57

22d (F,S) Shrd Sftwr: Stability of the software


All 4.58 0% 3% 7% 32% 47% 12% 104 0.89 0.22

Faculty 4.74 0% 2% 5% 26% 50% 17% 42

Students 4.47 0% 3% 8% 35% 45% 8% 62

24a Timeliness of security software updates


All 4.74 0% 2% 3% 26% 56% 13% 413 0.83 0.11

Faculty 4.81 1% 1% 1% 23% 59% 14% 138

Students 4.56 1% 3% 5% 33% 50% 9% 120

24b


All 4.53 1% 4% 7% 28% 47% 13% 387 1.03 0.13

Faculty 4.64 2% 2% 6% 26% 48% 16% 128

Students 4.32 1% 6% 8% 38% 39% 8% 117

Admin 4.60 1% 4% 8% 21% 51% 15% 142

24c Effectiveness of documentation and instructions in recovering from incidents


All 4.41 2% 6% 9% 30% 41% 13% 311 1.11 0.16

Faculty 4.39 2% 4% 10% 34% 34% 16% 89

Students 4.25 1% 8% 10% 36% 36% 9% 102

Admin 4.54 2% 6% 8% 21% 50% 14% 120

Effectiveness of documentation and instructions in securing your computer and

preventing attacks

Satisfaction with Aspects of Shared Software Mean N Detail

22d (F,S). Shrd Sftwr: Stability of

the software4.57 104 Enter

22b (F,S). Shrd Sftwr: Timeliness

of updates4.49 105 Enter

22a (F,S). Shrd Sftwr: Availability

of software for course and

research needs

4.43 116 Enter

22c (F,S). Shrd Sftwr:

Documentation and

announcements of software

packages

4.29 99 Enter

Satisfaction with Aspects of Computer Security Mean N Detail

24a. Timeliness of security

software updates4.73 413 Enter

24b. Effectiveness of


in securing your computer and

preventing attacks

4.52 387 Enter

24c. Effectiveness of


in recovering from incidents

4.40 311 Enter

F

S

A

Satisfaction with Specified Security Software Mean N Detail

25d. Symantec/Norton Antivirus 4.89 378 Enter

25c. Stanford's Security Self-

Help Tool4.39 172 Enter

25a. BigFix 4.39 169 Enter

25b. SpySweeper 4.29 287 Enter

Satisfaction with Specified Services (for Students) Mean N Detail

S10c. Wired network bandwidth 4.48 104 Enter

S10f. Web portal for ordering

services (phone, cable TV, etc.)4.28 66 Enter

S10b. Email quota 4.26 130 Enter

S10a. Web development and

publishing tools4.13 68 Enter

S10d. Cable TV 4.01 65 Enter

S10e. Central File Storage (AFS) 3.78 85 Enter

22a (F,S) Shrd Sftwr: Availability of software for course and research needs


All 4.43 1% 5% 7% 37% 37% 13% 116 1.03 0.25

Faculty 4.54 0% 4% 6% 35% 40% 15% 48

Students 4.35 1% 6% 7% 38% 35% 12% 68

22b (F,S) Shrd Sftwr: Timeliness of updates


All 4.50 0% 4% 8% 33% 46% 10% 105 0.91 0.23

Faculty 4.66 0% 4% 6% 23% 51% 15% 47

Students 4.36 0% 3% 9% 41% 41% 5% 58

22c (F,S) Shrd Sftwr: Documentation and announcements of software packages


All 4.29 0% 5% 11% 41% 34% 8% 99 0.95 0.25

Faculty 4.29 0% 7% 12% 38% 31% 12% 42

Students 4.30 0% 4% 11% 44% 37% 5% 57

22d (F,S) Shrd Sftwr: Stability of the software


All 4.58 0% 3% 7% 32% 47% 12% 104 0.89 0.22

Faculty 4.74 0% 2% 5% 26% 50% 17% 42

Students 4.47 0% 3% 8% 35% 45% 8% 62

24a Timeliness of security software updates


All 4.74 0% 2% 3% 26% 56% 13% 413 0.83 0.11

Faculty 4.81 1% 1% 1% 23% 59% 14% 138

Students 4.56 1% 3% 5% 33% 50% 9% 120

24b


All 4.53 1% 4% 7% 28% 47% 13% 387 1.03 0.13

Faculty 4.64 2% 2% 6% 26% 48% 16% 128

Students 4.32 1% 6% 8% 38% 39% 8% 117

Admin 4.60 1% 4% 8% 21% 51% 15% 142

24c Effectiveness of documentation and instructions in recovering from incidents


All 4.41 2% 6% 9% 30% 41% 13% 311 1.11 0.16

Faculty 4.39 2% 4% 10% 34% 34% 16% 89

Students 4.25 1% 8% 10% 36% 36% 9% 102

Admin 4.54 2% 6% 8% 21% 50% 14% 120

Effectiveness of documentation and instructions in securing your computer and

preventing attacks

25a BigFix


All 4.39 7% 4% 11% 19% 44% 16% 169 1.33 0.26

Faculty 4.41 7% 5% 11% 16% 41% 20% 44

Students 3.72 14% 7% 19% 21% 30% 9% 57

Admin 4.94 0% 0% 3% 19% 59% 19% 68

25b SpySweeper


All 4.29 5% 8% 11% 17% 43% 15% 287 1.37 0.21

Faculty 4.16 7% 10% 13% 13% 43% 13% 83

Students 4.09 9% 9% 12% 22% 35% 14% 93

Admin 4.57 1% 7% 10% 15% 50% 17% 111

25c Stanford's Security Self-Help Tool


All 4.40 2% 6% 8% 30% 38% 15% 172 1.17 0.23

Faculty 4.37 2% 7% 12% 24% 37% 17% 41

Students 4.08 3% 8% 11% 38% 34% 6% 71

Admin 4.78 2% 3% 2% 25% 45% 23% 60

25d Symantec/Norton Antivirus


All 4.90 1% 3% 4% 16% 50% 26% 378 0.97 0.13

Faculty 4.93 1% 2% 3% 16% 56% 23% 127

Students 4.90 1% 2% 5% 19% 44% 29% 125

Admin 4.87 1% 4% 5% 14% 50% 26% 126

26. Percent Taking Specified Preventive Security

Measures On a Regular Basis, n=799

0% 20% 40% 60% 80% 100%

Passwords changed

every 6 mos.

Apps updates

installed when

available

Antivirus/anti-

spyware disk-

scanning on

OS auto update

Antivirus/anti-

spyware auto

update

Faculty

Students

Admin

S12 Three most common activities on cluster machines

Email 90

Class work 70

Problem sets 65

Programming 65

Other homework 63

Web browsing 60

Simulations 40

Thesis research 32

Other 25

Commum. Other than newsgroups 10

26 Which of the following preventive security measures are regularly followed

Antivirus/anti-

spyware auto

update

OS auto update Antivirus/anti-

spyware disk-

scanning on

Apps updates

installed when

available

Passwords

changed every 6

mos.

All 555 437 411 371 174

Faculty 122 97 92 74 47

Students 196 167 147 145 32

Admin 237 173 172 152 95

26 Which of the following preventive scuity measures are regularly followed

Antivirus/anti-

spyware auto

update


spyware disk-

scanning on

Apps updates

installed when

available

Passwords

changed every 6

mos.

All 69% 55% 51% 46% 22%

Faculty 70% 56% 53% 43% 27%

Students 68% 58% 51% 50% 11%

Admin 70% 51% 51% 45% 28%

27. Percent of Cohort With No Backup of Their Data for

the Specified Period's Worth of Work, n=743

0% 20% 40% 60% 80% 100%

>One Month's

7-31 Day's

1-7 Day's

<1 Day's

Faculty

Students

Admin

Faculty 13% 40% 54% 74%

Students 32% 74% 88% 96%

Admin 14% 32% 43% 62%

>One Month's 7-31 Day's 1-7 Day's <1 Day's

S6a Desktop

0 1-20% 21-40% 41-60% 61-80% 81-100% Count

Students 35% 29% 4% 10% 10% 11% 240

S6b Laptop

0 1-20% 21-40% 41-60% 61-80% 81-100% Count

Students 4% 9% 5% 7% 15% 61% 261

S6c Handheld/PDA

0 1-20% 21-40% 41-60% 61-80% 81-100% Count

Students 88% 8% 1% 1% 0% 1% 213

S6d Cluster machine

0 1-20% 21-40% 41-60% 61-80% 81-100% Count

Students 44% 49% 4% 2% 0% 1% 234

27a By you


All 10% 11% 13% 31% 34% 667

Faculty 16% 18% 17% 28% 21% 146

Students 3% 7% 14% 42% 34% 273

Admin 13% 13% 11% 21% 42% 248

27b By someone else


All 19% 9% 3% 11% 59% 601

Faculty 19% 9% 1% 13% 58% 117

Students 0% 2% 1% 10% 86% 232

Admin 36% 15% 5% 10% 34% 252

27


All 23% 15% 13% 29% 20% 743

Faculty 26% 21% 14% 27% 13% 164

Students 4% 8% 14% 42% 32% 273

Admin 38% 19% 11% 18% 14% 306

Backed up at all

28d. Percent Requiring Specified Allotment of Storage

Space For Over a Year, n=413

0% 10% 20% 30% 40% 50%

>1TB

1TB

500GB

100GB

Faculty

Students

Admin

Likelihood of Backing Up to a Central Server Instead of Own Computer N Detail

30. Central backup likelihood 721 Enter

7

Hands-

on,

instructo

r-led

class

One-on-

one

training

with

instruc-

tor

Online

training

Self-

instruc-

tion

Asking a

peer or

col-

league

for help Count

All 20% 16% 18% 23% 22% 706

Faculty 7% 24% 17% 29% 22% 147

Students 14% 12% 12% 31% 30% 265

Admin 32% 16% 24% 13% 15% 294

28a In any given one month period


All 72% 23% 5% 1% 415

Faculty 66% 30% 4% 0% 97

Students 74% 22% 4% 0% 209

Admin 74% 17% 6% 2% 109

28b In any given three month period


All 60% 31% 8% 2% 386

Faculty 56% 38% 6% 1% 90

Students 61% 31% 8% 1% 198

Admin 61% 23% 10% 5% 98

28c In any given year


All 43% 39% 15% 3% 415

Faculty 37% 44% 15% 3% 99

Students 46% 37% 14% 3% 204

Admin 45% 38% 15% 3% 112

28d For over a year


All 35% 40% 17% 8% 413

Faculty 33% 41% 17% 9% 94

Students 35% 41% 16% 8% 213

Admin 37% 37% 19% 8% 106

What is your preferred method for learning about

computing? (Select one.)



Students 2.83 36% 10% 18% 18% 11% 8% 120 1.70 0.40



Students 2.90 33% 14% 13% 21% 12% 8% 120 1.70 0.40


Mean

1-Not At

All Inter-

ested 2 3 4 5

6-Very

Inter-


Students 2.27 55% 9% 12% 9% 9% 7% 223 1.67 0.29

S4b Cable TV

Mean

1-Not At

All Inter-

ested 2 3 4 5

6-Very

Inter-


Students 2.99 42% 8% 8% 12% 12% 18% 229 2.00 0.34


Highly

Unlikely Unlikely

Neithr

Likly Nor

Unlikely Likely

Highly

Likely Count

All 7% 14% 20% 32% 28% 721

Faculty 8% 15% 20% 32% 25% 158

Students 6% 12% 22% 31% 29% 269

Admin 7% 14% 18% 32% 29% 294

iPod or other MP3 device

31. Percent Making Some Use of Specified Portable

Computing Devices, n=682

0% 20% 40% 60% 80% 100%

Blackberry

Pocket PC device/Windows Mobile

Treo

Other cell phone with data capabilities

(Internet)

Palm OS device

High capacity storage devices other than

iPods or other MP3 devices

iPod or other MP3 device

Faculty

Students

Admin

31a Palm OS device


All 17% 3% 1% 5% 73% 615

Faculty 31% 4% 0% 6% 59% 139

Students 5% 3% 2% 3% 87% 235

Admin 21% 4% 2% 6% 67% 241

31b Pocket PC device/Windows Mobile


All 2% 1% 1% 3% 93% 560

Faculty 2% 0% 0% 2% 96% 113

Students 2% 2% 1% 3% 93% 233

Admin 3% 0% 1% 3% 92% 214

31c Blackberry


All 1% 0% 0% 1% 97% 555

Faculty 2% 0% 0% 0% 98% 113

Students 0% 0% 1% 1% 98% 231

Admin 1% 0% 0% 2% 97% 211

31d Treo


All 12% 1% 0% 1% 86% 574

Faculty 23% 2% 0% 0% 74% 132

Students 2% 0% 0% 1% 97% 229

Admin 16% 1% 0% 1% 81% 213

31e Other cell phone with data capabilities (Internet)


All 12% 4% 2% 4% 78% 558

Faculty 9% 4% 2% 5% 80% 112

Students 12% 5% 2% 4% 77% 231

Admin 14% 3% 2% 4% 77% 215

31f iPod or other MP3 device


All 21% 15% 5% 7% 52% 604

Faculty 13% 14% 6% 7% 61% 125

Students 31% 19% 5% 7% 38% 250

Admin 15% 12% 4% 7% 61% 229

31g


All 11% 13% 8% 5% 63% 567

Faculty 18% 17% 8% 6% 51% 121

Students 10% 10% 9% 6% 64% 228

Admin 7% 15% 8% 4% 67% 218

High capacity storage devices other than iPods or other

MP3 devices

31h (S) Other, please specify below


Students 6% 0% 2% 2% 90% 124

S1a Information outside of Stanford (Google, Apple, Microsoft, Red Hat, etc.)


Students 4.67 6% 4% 8% 20% 24% 38% 265 1.45 0.23

S1b IT Services website


Students 3.51 12% 14% 20% 27% 19% 8% 252 1.45 0.24

S1c 5-HELP


Students 2.60 35% 18% 19% 14% 10% 4% 226 1.54 0.26

S1d HelpSU


Students 3.12 24% 13% 19% 23% 14% 8% 235 1.59 0.27

S1e Other students


Students 4.33 8% 6% 12% 21% 26% 27% 259 1.52 0.24

S1f RCCs


Students 3.67 20% 10% 12% 18% 19% 21% 237 1.81 0.30

S1g Student Help Desk (Meyer Help Desk)


Students 2.25 49% 14% 12% 16% 6% 3% 216 1.48 0.26

S1h Residential Computing website


Students 3.15 22% 15% 21% 16% 21% 5% 233 1.58 0.27

S1i Other Stanford computing websites


Students 2.97 27% 15% 17% 20% 14% 6% 230 1.60 0.27

S1j Training


Students 2.37 40% 17% 21% 12% 7% 3% 211 1.43 0.25

Importance of Specified Services for Completing Daily Work Mean N Detail

34d. Expanded wireless

networking4.17 624 Enter

34c. Expanded disk quota 3.71 612 Enter

34f. A university-wide

calendaring system3.70 620 Enter

34a. Central file storage services 3.69 631 Enter

34b. Email and calendaring on

PDAs3.33 619 Enter

34e. Stanford cell services 3.32 373 Enter

Importance of Specified Sweet Hall Cluster Options (for Students) Mean N Detail

S11b. Moving away from on-site

cluster access to remote access

only

2.9 120 Enter

S11a. Special function/reserved

Unix clusters (e.g., specific

software or cluster room

reservations)

2.82 120 Enter

F

S

A

F

S

A

34a Central file storage services


All 3.70 19% 10% 14% 15% 21% 20% 631 1.79 0.18

Faculty 3.69 21% 10% 14% 12% 22% 22% 146

Students 3.58 20% 10% 15% 17% 23% 15% 215

Admin 3.79 17% 11% 14% 16% 19% 23% 270

34b Email and calendaring on PDAs


All 3.34 34% 9% 10% 11% 12% 25% 619 2.04 0.21

Faculty 3.69 31% 6% 8% 10% 9% 36% 146

Students 2.78 42% 13% 11% 9% 12% 14% 207

Admin 3.57 29% 8% 10% 12% 13% 28% 266

34c Expanded disk quota


All 3.71 18% 8% 17% 17% 20% 20% 612 1.75 0.18

Faculty 3.94 14% 8% 14% 20% 19% 24% 145

Students 3.76 18% 7% 16% 17% 24% 17% 213

Admin 3.55 20% 10% 19% 16% 16% 19% 254

34d Expanded wireless networking


All 4.18 13% 7% 10% 16% 24% 30% 624 1.73 0.18

Faculty 4.50 9% 4% 11% 15% 27% 34% 151

Students 4.55 7% 6% 8% 18% 28% 33% 225

Admin 3.65 22% 11% 12% 14% 17% 24% 248

34e Stanford cell services


All 3.33 29% 10% 14% 12% 16% 20% 373 1.92 0.17

Faculty 3.39 32% 8% 13% 8% 16% 23% 130

Students

Admin 3.29 28% 11% 14% 14% 15% 18% 243

34f A university-wide calendaring system


All 3.70 19% 10% 12% 18% 20% 20% 620 1.78 0.18

Faculty 3.43 25% 15% 10% 15% 14% 22% 144

Students 3.60 20% 9% 14% 20% 24% 14% 203

Admin 3.93 16% 8% 12% 19% 21% 24% 273



Students 2.83 36% 10% 18% 18% 11% 8% 120 1.70 0.40



Students 2.90 33% 14% 13% 21% 12% 8% 120 1.70 0.40


Mean

1-Not At

All Inter-

ested 2 3 4 5

6-Very

Inter-


Students 2.27 55% 9% 12% 9% 9% 7% 223 1.67 0.29

S4b Cable TV

Mean

1-Not At

All Inter-

ested 2 3 4 5

6-Very

Inter-


Students 2.99 42% 8% 8% 12% 12% 18% 229 2.00 0.34


Highly

Unlikely Unlikely

Neithr

Likly Nor

Unlikely Likely

Highly

Likely Count

All 7% 14% 20% 32% 28% 721

Faculty 8% 15% 20% 32% 25% 158

Students 6% 12% 22% 31% 29% 269

Admin 7% 14% 18% 32% 29% 294

Usefulness of Specified Services for Completing Daily Work Mean N Detail

35e. Integrated email,

calendaring, lists4.12 632 Enter

35g. Web services (design, data) 3.81 600 Enter

35b. Document management


35d. Instant messaging 3.36 606 Enter

35c (F). Facility to support high-

performance computing3.30 132 Enter

35a. Collaboration software 3.30 585 Enter

F

S

A

35a Collaboration software

Mean

1-Not At

All

Useful 2 3 4 5

6-Very

Useful Count Std. Dev. 99% CI+-

All 3.30 24% 12% 17% 17% 16% 14% 585 1.74 0.19

Faculty 3.28 26% 15% 17% 8% 14% 20% 136

Students 3.20 25% 11% 17% 24% 12% 11% 211

Admin 3.41 21% 13% 16% 17% 21% 12% 238

35b Document management software

Mean

1-Not At

All

Useful 2 3 4 5

6-Very


All 3.56 20% 10% 17% 17% 19% 17% 586 1.75 0.19

Faculty 3.52 20% 11% 18% 17% 14% 19% 134

Students 3.36 24% 9% 18% 19% 16% 14% 212

Admin 3.75 17% 10% 15% 15% 24% 19% 240

35c (F) Facility to support high-performance computing

Mean

1-Not At

All

Useful 2 3 4 5

6-Very


Faculty 3.30 23% 16% 15% 17% 10% 19% 132 1.82 0.41

35d Instant messaging

Mean

1-Not At

All

Useful 2 3 4 5

6-Very


All 3.37 24% 13% 13% 19% 16% 16% 606 1.78 0.19

Faculty 2.57 38% 19% 15% 14% 6% 9% 127

Students 3.59 21% 10% 13% 22% 18% 18% 221

Admin 3.58 20% 12% 12% 19% 19% 17% 258

35e Integrated email, calendaring, lists

Mean

1-Not At

All

Useful 2 3 4 5

6-Very


All 4.12 13% 7% 11% 19% 22% 27% 632 1.70 0.17

Faculty 3.90 18% 8% 9% 20% 21% 24% 137

Students 4.05 13% 6% 14% 21% 20% 25% 220

Admin 4.29 11% 8% 10% 16% 25% 31% 275

35g Web services (design, data)

Mean

1-Not At

All

Useful 2 3 4 5

6-Very


All 3.81 15% 9% 17% 20% 19% 20% 600 1.67 0.18

Faculty 3.92 16% 9% 14% 19% 17% 26% 140

Students 3.55 18% 7% 22% 22% 14% 16% 209

Admin 3.97 11% 10% 16% 19% 24% 20% 251

Satisfaction with Specified Security Software Mean N Detail

25d. Symantec/Norton Antivirus 4.89 378 Enter

25c. Stanford's Security Self-

Help Tool4.39 172 Enter

25a. BigFix 4.39 169 Enter

25b. SpySweeper 4.29 287 Enter

Satisfaction with Specified Services (for Students) Mean N Detail

S10c. Wired network bandwidth 4.48 104 Enter

S10f. Web portal for ordering

services (phone, cable TV, etc.)4.28 66 Enter

S10b. Email quota 4.26 130 Enter

S10a. Web development and

publishing tools4.13 68 Enter

S10d. Cable TV 4.01 65 Enter

S10e. Central File Storage (AFS) 3.78 85 Enter

S10a Web development and publishing tools


Students 4.13 4% 3% 16% 31% 43% 3% 68 1.11 0.35

S10b Email quota


Students 4.27 3% 7% 15% 21% 45% 10% 130 1.22 0.28

S10c Wired network bandwidth


Students 4.48 2% 4% 8% 29% 46% 12% 104 1.05 0.27

S10d Cable TV


Students 4.02 8% 9% 12% 29% 28% 14% 65 1.43 0.46

S10e Central File Storage (AFS)


Students 3.79 9% 11% 14% 29% 31% 6% 85 1.39 0.39

S10f Web portal for ordering services (phone, cable TV, etc.)


Students 4.29 3% 8% 9% 26% 47% 8% 66 1.17 0.37

S12. Count of Three Most Common Activities

on Cluster Machines, n=182

0 20 40 60 80 100

Commum. Other than newsgroups

Other

Thesis research

Simulations

Web browsing

Other homework

Problem sets

Programming

Class work

Email

S12 Three most common activities on cluster machines

Email 90

Class work 70

Problem sets 65

Programming 65

Other homework 63

Web browsing 60

Simulations 40

Thesis research 32

Other 25

Commum. Other than newsgroups 10

26 Which of the following preventive security measures are regularly followed

Antivirus/anti-

spyware auto

update


spyware disk-

scanning on

Apps updates

installed when

available

Passwords

changed every 6

mos.

All 555 437 411 371 174

Faculty 122 97 92 74 47

Students 196 167 147 145 32

Admin 237 173 172 152 95

26 Which of the following preventive scuity measures are regularly followed

Antivirus/anti-

spyware auto

update


spyware disk-

scanning on

Apps updates

installed when

available

Passwords

changed every 6

mos.

All 69% 55% 51% 46% 22%

Faculty 70% 56% 53% 43% 27%

Students 68% 58% 51% 50% 11%

Admin 70% 51% 51% 45% 28%

Satisfaction with Specified Ordering Methods (for Admin) Mean N Detail

A1b. Online HelpSU request 4.92 120 Enter

A1c. Phone-in HelpSU request 4.73 89 Enter

A1a. IT Services site 4.50 81 Enter

Satisfaction with Aspects of the Ordering Process (for Admin) Mean N Detail

A2b. Ease of access to ordering

method4.66 101 Enter

A2a. Time to complete order

form/communicate necessary

information

4.63 107 Enter

A2d. Time interval between

submission of order and

completion of order

4.57 100 Enter

A2c. Ability to submit multiple

requests at time of order4.42 71 Enter

A1a IT Services site


Admin 4.51 1% 7% 10% 17% 49% 15% 81 1.16 0.33

A1b Online HelpSU request


Admin 4.93 1% 3% 6% 14% 48% 29% 120 1.01 0.24

A1c Phone-in HelpSU request


Admin 4.73 2% 7% 4% 12% 51% 24% 89 1.20 0.33

A2a Time to complete order form/communicate necessary information


Admin 4.64 3% 3% 7% 18% 56% 14% 107 1.08 0.27

A2b Ease of access to ordering method


Admin 4.66 3% 4% 8% 14% 51% 20% 101 1.18 0.30

A2c Ability to submit multiple requests at time of order


Admin 4.42 3% 7% 10% 17% 52% 11% 71 1.20 0.37

A2d Time interval between submission of order and completion of order


Admin 4.57 3% 7% 5% 14% 57% 14% 100 1.19 0.31

Importance of Methods for Communicating About Service Offerings Mean N Detail

A4c. Email News Flash 4.18 253 Enter

A4e. Individual conversations

with IT Services staff4.06 224 Enter

A4d. IT Services Web pages 4.02 242 Enter

A4f. Other, please specify below 3.81 38 Enter

A4b. Articles, ads, and tips in the

Stanford Daily and Report3.30 240 Enter

A4a. IT Services Review

presentations3.16 224 Enter

A4a IT Services Review presentations


Admin 3.17 22% 15% 22% 17% 14% 10% 224 1.62 0.28

A4b Articles, ads, and tips in the Stanford Daily and Report


Admin 3.30 18% 13% 20% 25% 17% 7% 240 1.52 0.25

A4c Email News Flash


Admin 4.19 8% 6% 13% 24% 26% 22% 253 1.50 0.24

A4d IT Services Web pages


Admin 4.02 9% 6% 19% 26% 22% 18% 242 1.47 0.24

A4e Individual conversations with IT Services staff


Admin 4.06 9% 10% 15% 18% 27% 21% 224 1.57 0.27

A4f Other, please specify below


Admin 3.82 18% 3% 13% 26% 24% 16% 38 1.67 0.70

Satisfaction with Specified Service Attributes Mean N Detail

36a. Keeps the IT systems it

provides up and running4.94 473 Enter

36b. Delivers promised services

on a timely basis4.68 447 Enter

36d. Provides services that are

valuable to you4.67 463 Enter

36c. Helps you use technology

effectively4.53 447 Enter

Satisfaction with IT Services Overall Mean N Detail

37. IT Services services as a

whole4.68 490 Enter

36a Keeps the IT systems it provides up and running


All 4.95 0% 1% 3% 17% 55% 23% 473 0.82 0.10

Faculty 4.99 0% 3% 3% 11% 60% 23% 159

Students 4.78 0% 1% 6% 26% 50% 18% 141

Admin 5.05 0% 1% 2% 14% 55% 27% 173

36b Delivers promised services on a timely basis


All 4.68 1% 4% 5% 24% 49% 18% 447 1.02 0.12

Faculty 4.65 2% 6% 3% 20% 52% 17% 152

Students 4.59 2% 2% 6% 31% 47% 13% 129

Admin 4.79 1% 3% 5% 22% 47% 22% 166

36c Helps you use technology effectively


All 4.53 1% 5% 7% 29% 41% 16% 447 1.08 0.13

Faculty 4.42 1% 9% 7% 30% 40% 14% 149

Students 4.40 2% 5% 9% 33% 40% 11% 131

Admin 4.74 2% 1% 7% 25% 44% 22% 167

36d Provides services that are valuable to you


All 4.67 1% 3% 6% 24% 47% 18% 463 1.03 0.12

Faculty 4.69 1% 4% 6% 21% 49% 19% 155

Students 4.48 1% 4% 8% 30% 44% 12% 138

Admin 4.81 1% 2% 5% 22% 47% 23% 170

37 IT Services services as a whole


All 4.69 1% 2% 6% 22% 54% 14% 490 0.96 0.11

Faculty 4.67 2% 2% 6% 19% 55% 15% 164

Students 4.56 1% 3% 7% 28% 52% 9% 144

Admin 4.81 1% 2% 4% 20% 55% 18% 182

F S A

Faculty Students Administrative Staff

While the majority of questions were directed at all three cohorts (faculty, students and administrative staff), some questions in the survey were directed at only one or two cohorts. These questions have been fl agged with a colored letter box indicating which cohort(s) were asked.

F A

S

F A

F A

F A

S

S

S

S

S

S

S

S

S

F A

F A

F A

S

S

SS

F S

F S

F S

F S

S

A

A

A

A

A

A

A

A

A

A

A

A

A

A

A

S

S

S

S

S

S

F

S

S

S

S

Summary

There have been two major changes to most of the rating scales to be used in this year’s client survey:

• The number of rating categories was increased from five to six.• There were substantial changes to how the categories are defined.

In previous surveys we used five point satisfaction scales of the form:

Very Dissatisfied

1Dissatisfied

2Neutral

3Satisfied

4

VerySatisfied

5NA

The six point scale we used this year is of the form:

Very Dissatisfied

1Dissatisfied

2

SomewhatDissatisfied

3

SomewhatSatisfied

4Satisfied

5

Very Satisfied

6

These changes should result in the following improvements:

• A greater ability to identify differences in the perception of services from one survey to the next; and between services within the same survey. This should result from the increase in the number of effective rating categories.

• Improved reliability and validity for rating questions by addressing the response problems associ-ated with the ambiguity of the Neutral and NA options.

Some details and rational for these scale changes are provided below.

Background

There are a wide variety rating scales but the five point scale is arguably the most common and its wide-spread use is largely a matter of familiarity or convention, rather than a deliberate choice of the most optimum scale. To some degree, all rating scales have problems with contraction bias and contraction bias a n d contraction bias satisficing as discussed below. The changes to our rating scales are intended to reduce these problematic effects.

Contraction Bias

As discussed by Tourangeau (2002), contraction bias - the tendency to avoid the end points of rating scales - is a common phenomenon in survey instruments. This typically results in clustered responses towards the middle of a scale and consequently makes it particularly problematic to detect changes over time, and identify differences across questions within the same survey. We’ve observed this problem directly in our own results and those of other institutions. The fewer the number of scale points, the more problematic this effect may be.

Satisficing

The concept of satisficing was forwarded by Krosnick and Alan (1987) as a particular type of response bias in which there is a tendency for survey respondents to often use the path of least cognitive work to minimally comply with survey obligations. Krosnick, et al. (2002), used the satisficing model to exam-ine the effect of no-opinion options in survey response and concluded that the “inclusion of no-opinion options in attitude measures may not enhance data quality and instead may preclude measurement of some meaningful opinions.” Our recent direct experience shows that the satisficing problem is further compounded by the ambiguity of Neutral or NA options, which appear to be used somewhat inter-changeably by respondents.

Contraction Bias, Satisficing and the Number of Scale Points

Our strategy was to reduce contraction bias by increasing the number of scale points, and to moderate satisficing effects by using a even numbered “forced choice” scale without a neutral mid point, or other explicit no-opinion option. Respondents were instructed to simply skip questions that did not apply. This left a well defined problem of determining the maximum even numbered scale. In a review of the litera-ture Krosnick and Fabrigar (1997) indicate that when there are greater than seven response categories, respondents fail to reliably distinguish between adjacent categories. This would indicate that since we wished to avoid an odd numbered scale with a neutral mid point, a six point scale should be optimal for our purposes.

Specific Changes to the Rating Scale

As noted above, our five point satisfaction scales have been of the form:

Very Dissatisfied

1Dissatisfied

2Neutral

3Satisfied

4

VerySatisfied

5NA

The NA (Not Applicable) choice is not technically considered part of the scale because it is not included in computations for level of satisfaction. There is also the option of skipping the question which provides a seventh response option. Note that:

• Of the seven available responses above (1,2,3,4,5, NA, skip), three of them (Neutral, NA, and skip) provide no, or ambiguous, information.

• There are really only four choices for level of satisfaction (1,2,4,5).• There is no obvious choice for a respondent who may “slightly” agree or disagree.

The six point scale we used this year is of the form:

Very Dissatisfied

1Dissatisfied

2

SomewhatDissatisfied

3

SomewhatSatisfied

4Satisfied

5

Very Satisfied

6

-Continued

There is an additional seventh response option, which is to skip the question. Note that:

• All the numbered choices indicate some level of satisfaction or dissatisfaction. • There is only one option for not providing information about level of satisfaction, and that is to skip

the question.• There is an unambiguous option for respondents who are only “somewhat” satisfied or dissatisfied.

Comparing Ratings between Five and Six Point Scales

A conversion process is required so that this years responses for the six point scale can be compared to the previous years ratings based on the five point scale. An additional 400 respondents were included in this years survey invitation, but these used a five point scale similar to those from previous years. Those responses were be used to develop a conversion table between the five and six point scales.

References

Groves, R.M., Fowler, F.J. Jr., Couper, M.P., Lepkowski, J.M., Singer, E., Tourangeau, R. (2004), Survey

Methodology. New York: Wiley-Interscience

Krosnick, J.A., Alwin, D.F. (1987). An evaluation of a cognitive theory of response ordereffects in survey measurement. Public Opinion Quarterly, 51, 201-219.

Krosnick, J.A., Holbrook, A.L., Berent, M.K., Carson, R.T., Hanemann, W.E., Kopp, R.J., Mitchell, R.C., Presser, S., Ruud, P.A., Smith, V.K., Moody, W.R., Green, M.C., and Conaway, M. 2002. “The Impact of ‘No Opinion’ Response Options on Data Quality.” Public Opinion Quarterly 66:371–403.Public Opinion Quarterly 6 6 : 3 7 1 – 4 0 3 .Public Opinion Quarterly

Krosnick, J.A. and L.R. Fabrigar. (1997). Designing rating scales for effective measurement in sur-veys. In: Survey Measurement and Process Quality, L. Lyberg, M. Collins, L. Decker, E. Deleeuw, C. Dippo, N. Schwarz, and D. Trewing eds. New York: Wiley-Interscience.

Tourangeau, R., Rips, L. J., & Rasinski, K. (2000), The psychology of survey response. Cambridge University Press.

FacultyQuestion Items in blue indicate questions that are primarily related to direct support. Items in green indicate questions dealing with broad facets of IT.

R2* N Strength of correlation

5-HELP Turnaround time for resolving your problem 68% 112

Delivers promised services on a timely basis 67% 146

Provides services that are valuable to you 66% 149 High

5-HELP Timeliness of initial response to your inquiry 64% 114

Problem resolution overall 64% 145

Helps you use technology effectively 61% 143

HelpSU Timeliness of initial response to your inquiry 56% 114

HelpSU: for submitting help requests (Admin, Faculty) 56% 103

5-HELP Ability to solve problem 56% 115

Customer-oriented approach 55% 129

HelpSU Turnaround time for resolving your problem 55% 109

5-HELP Ability to get through to a person 55% 115

HelpSU Ability to solve problem 50% 110

Self-help site (Admin, Faculty) 49% 44 Moderate

5-HELP Professionalism 48% 112 to high

Our organization’s website (Admin, Faculty) 47% 52

Keeps the IT systems it provides up and running 46% 153

High-speed (gigabit) access to other universities 43% 72

Telecomm Problem resolution 40% 81

HelpSU Professionalism 39% 107

BigFix 36% 42

Network services overall 35% 148

Documentation ... recovering from incidents 33% 84

Reliability of network: Wired 32% 134

Availability of network: Wired 31% 136

Stanford’s Central Computing Website (Admin, Faculty) 30% 66

Telecommunications overall 28% 145

ESS: Available selection of software 28% 131

Helpfulness of Stanford-specifi c software documentation 27% 109

Documentation ... securing your computer and preventing attacks 27% 121 Moderate

Wireless signal strength/quality of connection 23% 125 to low

HelpSU Ease of submitting online request 22% 106

Shrd Software: Timeliness of updates (Faculty, Student) 21% 45

Stanford’s Security Self-Help Tool 20% 40

Timeliness of security software updates 19% 130

Email overall 19% 160

ESS: Ease of installing software 19% 128

Software Lic: Responsiveness of staff to your requests 19% 58

Working from home using Stanford modem 18% 46

Shrd Software: Stability of the software (Faculty, Student) 17% 40

ESS: Timeliness of Stanford release of updated versions after vendor release 16% 123 Low

Shrd Software: Docs and announcements of software packages (Faculty, Student)

14% 40

Remote access while traveling within the U.S. 14% 145

Software Lic: Available selection of software 14% 78

Email Reliability 13% 136

Telecomm Billing system/statements 12% 60

Email Features 12% 137

Remote access while traveling outside the U.S. 12% 99

Working from home using Stanford DSL service 11% 63

Wireless availability of network on campus 10% 126

Shrd SW: Availability of software for course and research needs (Faculty, Student)

10% 46

Working from home using other Internet service provider 9% 103

Wireless guest registration process 8% 66

Email Speed 6% 141

Symantec/Norton Antivirus 6% 121 Very low

Email Ease of use 6% 141

Software Lic: Cost 5% 74

Voice mail 5% 111

Software Lic: Ease of ordering/purchasing 5% 73

Software Lic: Timeliness of updates 4% 71

SpySweeper 3% 78

* R2 is Pearson’s Correlation squared expressed as a percentage.

StudentsQuestion Items in blue indicate questions that are primarily related to direct support. Items in green indicate questions dealing with broad facets of IT.

R2 N Strength of correlation

Helps you use technology effectively 62% 128 High


Provides services that are valuable to you 56% 135


5-HELP Professionalism 50% 69

5-HELP Ability to solve problem 49% 69

Web development and publishing tools (Student) 48% 67 Moderate

Delivers promised services on a timely basis 44% 126 to high




BigFix 37% 53

5-HELP Turnaround time for resolving your problem 36% 68

Central File Storage (AFS) (Student) 35% 82

Shrd SW: Availability of software for course and research needs (Faculty, Student)

33% 66





Telecomm Problem resolution 24% 65 Moderate

Web portal for ordering services (phone, cable TV, etc.)(Student) 22% 63 to low



Email quota (Student) 20% 123

Shrd Software: Timeliness of updates (Faculty, Student) 20% 56








Wired network bandwidth (Student) 16% 100 Low




Voice mail 14% 57

Shrd Software: Docs and announcements of software packages (Faculty, Student)

14% 55

Documentation ... securing your computer and preventing attacks 14% 111

Email Speed 12% 138

SpySweeper 11% 87



Shrd Software: Stability of the software (Faculty, Student) 10% 60








Cable TV (Student) 6% 63 Very low

ESS: Ease of installing software 6% 125

Wireless signal strength/quality of connection 5% 128



ESS: Helpfulness of Stanford-specifi c software documentation 5% 120


ESS: Timeliness of Stanford release of updated versions after vendor release 4% 119



Symantec/Norton Antivirus 1% 116


Wireless networking in the residences (Student) 0% 98

* R2 is Pearson’s Correlation squared expressed as a percentage.

AdministrativeQuestion Items in blue indicate questions that are primarily related to direct support. Items in green indicate questions dealing with broad facets of IT.

R2 N Strength of correlation

Helps you use technology effectively 71% 159

Delivers promised services on a timely basis 61% 159 High

Provides services that are valuable to you 61% 162

Phone-in HelpSU request (Admin) 53% 84



5-HELP Professionalism 51% 140



IT Services site (Admin) 47% 74


5-HELP Turnaround time for resolving your problem 45% 141 Moderate

5-HELP Ability to solve problem 43% 139 to high




Ability to submit multiple requests at time of order (Admin) 39% 68

Telecomm Problem resolution 38% 108

Self-help site (Admin, Faculty) 37% 68


Online HelpSU request (Admin) 36% 113


Time to complete order form/communicate necessary information (Admin) 34% 101

HelpSU: for submitting help requests (Admin, Faculty) 32% 149

Ease of access to ordering method (Admin) 32% 97


Time interval between submission of order and completion of order (Admin) 30% 95 Moderate

Our organization’s website (Admin, Faculty) 25% 87 to low



ESS: Helpfulness of Stanford-specifi c software documentation 19% 107

Stanford’s Central Computing Website (Admin, Faculty) 18% 94




Documentation ... securing your computer and preventing attacks 17% 132 Low





BigFix 14% 65

ESS: Timeliness of Stanford release of updated versions after vendor release 14% 121







Symantec/Norton Antivirus 9% 119



Voice mail 7% 152

SpySweeper 7% 104

ESS: Ease of installing software 6% 120 Very low





Wireless signal strength/quality of connection 4% 93



Email Speed 3% 160



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