IT Services Student Survey 2013/14 About the survey

IT Services Student Survey  2013/14 About the survey
IT Services Student Survey 2013/14
About the survey
The following report provides a summary of the responses received from the students survey.
An online IT student survey was conducted between 28th November and 19th December 2013.
The survey included a number of questions regarding services that are provided by IT Services which included:
IT Resources provided including IT Labs

University Web Site and Social Media usage

Advice and Help provided

Network services including WiFi service

Learning Environment and Student Portal

Evision
The comments included are a representative sample of those received .
NOTE: not all respondents answered all the questions.
About the respondents
379 Undergraduates
55 Postgraduates
=
Total Responses 434
352 of the respondents were from
the UK, 17 EU based and 61 were
other international.
Commentary
We had almost a 50% drop in the number of respondents in 2013 compared with 2011, although the profile of the respondents
was broadly similar.
1
IT Services Student Survey
Types of devices used by students
400
350
300
250
200
150
100
50
0
Chart 1
Chart 2
80
70
60
50
40
30
20
10
0
Commentary
Chart 1 shows the number of devices which are currently used by respondents and Chart 2 compares the percentage machine types used by respondents in 2013 (blue line) with those used by respondents in 2011 (red line), it
shows that there is a 2% increase in the number of Mac Books which are being used by students and a 4% decrease in Windows Laptops.
2
IT Services Student Survey
Types of handheld devices currently used by our students
Types of handheld devices which our students are thinking of purchasing in the next 12 months
3
IT Services Student Survey
Commentary
There is a significant increase in the number of handheld devices which are brought on to campus and this is reflected in
how students frequently access our resources with over 60% of students using Keele WiFi ‘eduroam’ and over 40% using
3G Mobile WiFi.
4
IT Services Student Survey
We asked about your use of the IT Suite
Commentary
65% of respondents thought the Service Desk was open when needed which compares to 55% of respondents in 2011.
Satisfaction with PC waiting times has improved from 28% (2011) to 42% (2013).
The majority of students found that our printing services is good quality and value for money.
5
IT Services Student Survey
Advice and Help
76% (n=331) of the respondents were kept informed of
the status of their logged
request.
Only 28% of respondents
were aware that you can
track the status of the request online
Chart compares the 2013 Survey with the 2011 Survey regarding the IT Advisor attributes
and the service received from the IT Service Desk
Commentry
Overall students were satisfied with the service that was provided on the IT Service Desk Only. The majority of
students were kept informed of their status of their IT request but only 28% of respondents were aware that
they could track the status of an IT request online.
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IT Services Student Survey
Students have asked the IT Service Desk for help with the following
services
Note: the comments relate to the use/knowledge of the availability of advice from the Service Desk and not regarding the
product itself.
Commentary
The service desk has had a significant increase in the number of questions regarding printing and connecting to the ‘eduroam’
WiFi. Some online training resources will be produced for September 2014.
7
IT Services Student Survey
Advice and Help Comments

Excellent people and service

Only used a few times mainly on the phone.I spoke to someone who wasn't very helpful or polite

My experience with the IT Service Desk this year as been limited but helpful. I now live off campus and only
use wifi and printers in the library.
Although, I'd like to highlight a problem that occurred when I was on student exchange in early 2012. I was
luckily placed in a lovely house with fellow international students but were given no-internet. Our problem
was moved from one office to the other (accommodation, international, IT) an IT advisor visited our house,
but when he saw that it was not a Hall, he returned to the library and said he couldn't do anything to help. I
understand it was not anyone problem personally, but we were five international students who couldn't get
internet because we did not have a phone landline and weren't british citizen to get a broadband that lasted
more than 3 months.
I enjoyed my time in Keele and am now back for a Masters' but now live off-campus to avoid such problem
repeating itself. The internet issue and the sometimes lack of help from the IT service was the only issue with
what was a lovely semester at Keele.

During Fresher's week I feel the service was very good, considering the amount of people trying to connect
to the WiFi.
However, both times I've had reason to go to the desk, I felt the service provided wasn't to standards that
the university would be proud of. They were very blunt and unenthused, and I felt the service provided was
poor. There wasn't anything much in the way of customer service to speak of.
The service which is provided is good, unfortunately the people who do provide it and the way they provide
it isn't.

they are great.

They have assisted me no end in getting my laptop up and running for use within Uni including a full re-install
and advice on products to buy. Not only this but they were informative, easy to talk to and extremely well
priced allowing students the break of not having to worry about getting their much needed computer fixed
quickly and well.

The staff on the IT Help Desk are very friendly, helpful and courteous. They are quick to serve each person
and have a great manner.

Bill is great. He is very good at his job.

they are very polite - but don't seem to be happy in their jobs!

It's an amazing asset! How many other universities get people waiting to help you fix your xbox connection!!

When I requested help with my KLE account, the service that I received was really wonderful. As a post-grad
student, it is often difficult to manage your time and to accomodate work & study at the same time. Given
this, I was really impressed with the service that I received as it was straight to the point, efficient & resolved
quickly, thank you IT team :)

Workshops should be carried out to teach people the basic skills in making presentations and using the various office softwares.
8
IT Services Student Survey
Using Gmail and Google Apps
The following criteria was considered for the Keele IT identity and for Gmail.
The Google apps which are being used by the respondents
Others Google Apps Used

Maps

Scholar

You Tube

Wallet

Newstand

Translate
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IT Services Student Survey
Using Gmail and Google Apps Comments

Being able to type people's names in on the gmail site is very helpful, however there's no way

no. all good

Usernames are unlogical - no relation to name or personal info, which is good for anonymity but tricky to
remember

I think it's really useful to have everybody's email address available, thanks.

I'm very happy with the current system

The username is simple to use and easy to remember. I prefer using the short 5 character username. There
are no issues emailing others, as the email address appears when you start typing the name of the staff
member/student.
Although [email protected] would be better aesthetically, this is not an issue for me as I
only use the Keele address for my studies.

If you could change logging in to eduroam wifi to just your keele number rather than the full email, that'd be
good. On that note, eduroam occasionally logs out meaning you have to re-log in, stopping that would solve
the problem too.

Name rather than code like staff may be easier

Possibly include our ID photos on the system for those that do not have Google+. Sometimes when searching
for someone to email, students with similar names (if you don't know their username) can be a bit tricky to
distinguish.

Other university's have the students name as the first part of the email address. Maybe Keele could do this
too. Students should have the option to have a different password to log on to the PC's and a different password for Emails, saying that it should be optional so students who wish to have the same password could do.

1. Keele gmail username can be their initials + (part of ) student number.
2. There is a concern about people having same name. I have experienced that I didnt receive any email because my lecturer sent it to "another me".

Could just use our names as an email?

It is quite complex as I have 2 separate usernames and e-mail addresses. This is because I am a member of
staff who is taking a module as a student. It would be simpler if I could use the same username and e-mail for
both.

Usernames should be [email protected], its difficult to email other students with the
code system and also it would make it easy for employers to contact students

Sometimes tricky to get staff/ students from own name.
Commentary
The usage of Google apps is steady but there perhaps needs to be further promotion of the features and benefits of using Google
apps. Fewer than 50% of students are using any of the Google Apps although there has been an increase in the number of students using Google Forms, Presentations and Spreadsheets.
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IT Services Student Survey
WiFi at Keele
The respondents use the WiFi ‘eduroam’ service from the following
And they use it for the following services
Commentary
Compared with 2011 where only 2% of respondents have used ‘eduroam’ away from Keele, 41% of respondents have now
used ‘eduroam’ away from Keele.
11
IT Services Student Survey
WiFi at Keele Comments
What you like…..
And what was not great……...

Most of the time the connection is reliable but
sometimes doesn't work for no apparent reason


As stated above, but is better now but still gets
very slow

I had a lot of trouble to begin with regarding the
Wi-Fi connection, however I am now very satisfied with the speed and connection

The connection is not always reliable, speeds
vary, the connection is frequently unstable but
when it does allow me to connect it is very
strong and reliable
NO. I get almost no reception in my room, a man
came in to do a test on it and told me that my
service was awful and nothing has been done
about it. 2gb of download is ridiculous considering we LIVE here, it’s not just for work, we do
other things as well such as watch iPlayer etc
seeing as tv points don’t work we need it as a
release from work. It's awful. the being able to
print from anywhere feature is brilliant so well
done for that but the service is terrible, the
speed is diabolical and the allowance is pitiful.

Very inconsistent. Sometimes connection is fine,
other times the network can't even be found

My connection is awful in my room, I cannot access the internet for more than 9 minutes at a
time although my internet connection is fine in
the library

To their credit, the IT team worked hard to resolve my problem and were extremely patient
and polite. I'm not blaming them.

Slow at times but mostly good

Would prefer a bigger quota in the future, if
possible.

I know plenty of people who have suffered
problems but the wireless booster is right outside my door so i have no problems
Poor connection and very variable speed over a
short distance (2 meters!)

Fails to allow access to websites at times, despite the mac being connected to the wifi. Also
very slow at times

Have to disconnect and reconnect often as the
Wi-Fi becomes limited instead of available

It does not work with Linux. It is slow. The signal
strength is very bad even though the Wi-Fi supplier supposedly made changes two weeks ago.
But it only got worse. Very dis satisfied

If have no or little internet connection for at
least 3 hours a day due to the high demand in
the area.

Poor coverage of my room, only signal on bed
and window-sill. haven’t been able to connect
Xbox to LIVE and windows 8 was awful to connect to eduroam. I am A computer Science
'nerd'. 2GB of data is nowhere enough.


More quota!

I am not unhappy, but it definitely needs improvement

The internet speed is so slow and very unreliable

at times

The connection is temperamental and not particularly fast sometimes.

Always manage to get a stable connection although the connection seems to become very
slow at times
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IT Services Student Survey
HallsNet
From September 2013 our HallsNet Service was changed from a wired connection to the
‘eduroam’ wifi. The following questions were answered by 220 respondents who live in
the Halls of the Residence. For the purpose of the questions the WiFi is refered to as HallsNet ‘eduroam’
The following graphs compare the HallsNet Wired Service 2011 (red line) to the HallsNet
WiFi Service 2013 (blue line) for Speed and Reliability.
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IT Services Student Survey
HallsNet
65% of respondents were overall happy
with HallsNet ‘eduroam’ connection
35% of respondents were overall unhappy
with HallsNet ‘eduroam’ connection
HallsNet Comments

NO. I get almost no reception in my room, a man came in to do a test on it and told me that my service was awful and
nothing has been done about it. 2gb of download is ridiculous considering we LIVE here, its not just for work, we do
other things as well such as watch iplayer etc seeing as tv points dont work we need it as a release from work. It's awful.
the being able to print from anywhere feature is brilliant so well done for that but the service is terrible, the speed is
diabolical and the allowance is pitiful.

Very inconsistent. Sometimes connection is fine, other times the network can't even be found

My connection is awful in my room, I cannot access the internet for more than 9 minutes at a time although my internet
connection is fine in the library

Speed is good when it is running properly but fluctuates too much. Service is highly unreliable especially for online gaming. Run through the 2GB quota too quickly. "Manage Network Quota" Page on website not working, would be pretty
useful.

Extremely slow at peak times e.g. in weekdays 7pm onwards and weekends, otherwise works fine. Sometimes takes up
to ten minutes to get onto a website, frustrating when trying to study.

sometimes slow. often disconnects suddenly from laptop. sometimes unable to get connection

I had a lot of trouble to begin with regarding the wifi connection, however I am now very satisfied with the speed and
connection

It does not work with Linux. It is slow. The signal strength is very bad even though the wifi supplier supposedly made
changes two weeks ago. But it only got worse.
very dissatisfied!

The signal keeps dropping, and it worse in some areas of the room than others, and seem to have gotten worse since
the wifi was mapped a few weeks ago...

It is unreliable sometimes as it disconnects ocassionally

I am not unhappy, but it definitely needs improvement.

Can sometimes be really slow (taking a good 5 minutes to load lecture notes to print out for example) & it seems I disconnect very frequently which means I need to manually reconnect every 30 minutes or so - annoying when you're trying to let something download and you get distracted or multitask for a while hoping it's finished but in reality you disconnected after a few minutes and you've made no progress in downloading it..

The 2GB limit is not enough, and speed can drop for no reason at all. I spend a lot of time while doing work on YouTube,
and also playing games on my PC so a bigger quota/faster speed would help me for my work and play needs.
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IT Services Student Survey
HallsNet Comments (cont…..)

During the first few weeks the internet was very unreliable and very slow

Wired connections are inherently superior to wireless ones in every way, and as a student with little to no income I resented being forced to pay £20 for an adapter I otherwise didn't need.
The wireless adapter which the IT team recommended also didn't work for me, and I wasted much more time and effort
getting an adapter which worked.
To their credit, the IT team worked hard to resolve my problem and were extremely patient and polite. I'm not blaming
them.

It's slower than a nun with rickets. And it drops out constantly.

I have to reconnect frequently

Hallsnet keeps on dropping out in the desk area of my room, not ideal when trying to work!

Always dis-connected

I am kicked off frequently, I have to disconnect and reconnect so that my laptop is able to browse the internet again,
i've contacted IT a couple of times and rarely had a response.

Perhaps it may be an idea to post specific maintenance information more regularly/publicly and perhaps via twitter?

sometimes im having trouble with connecting to eduroam in my room. perhaps there were signal disruptions.
Commentary
HallsNet a wired network connection in 2011 was replaced by a wireless connection in the Summer 2013. We are aware that
there has been some reliability issue with WiFi in the period leading up to the survey, and hence the drop in reliability satisfaction from 2011. Many of the problems have been addressed now and in the further information section at the end of this survey
you can see comments from a number of students who we called.
15
IT Services Student Survey
The Keele University Web Site and Social Media
The recipients scored the University
Web Site
And what you didn’t like….
7.5 /10

It looks old and out of date.

It's a good website, but it doesn't stand out. It
doesn't have a mobile browser friendly version,
so is tricky to navigate on my phone. The Keele
app is unsupported on W8 phones.

The search engine isn't brilliant, although I think
that may be due to the amount of material on the
Keele website anyway. When trying to search for
e.g. the health centre, many irrelevant links come
up.

It's difficult to know who to let know when you
find inaccurate information or if a page needs
changing.
What you like about the Keele Website………

It presents Keele well and I can always find what I need!

It's very useful and easy to use. Things like the student
section, study abroad and library are extremely useful

It has good contents and is easy enough to navigate
around.

can generally find what i need without too many clicks
80% prefer to access
information via the KLE rather than
the Keele Website
And why do your prefer….

The KLE is easier to use and more personal

The KLE is far more relevant

The KLE is quick and easy to use, plus I have the app making things much easier

Because Blackboard (KLE) is awesome!

The Keele Website as it is easier to navigate...probably
because the general public can use it.
16
IT Services Student Survey
The Keele University Web Site and Social Media (cont\…..)
Before you arrived at the University you told us that you used the following sources of social media…...
Plus you also used……
Weibo, Bebo, Tumblr
And you used social media for the following reasons…...
17
IT Services Student Survey
The Keele University Web Site and Social Media (cont\…..)
And what did you find the most USEFUL thing about using Social Media to research Keele University

I found it nice that I got to talk to other students and get their thoughts of the university

Being able to ask questions and get direct answers from current students and staff

The student input made the information seem more reliable

Communicating with other people, and students already at the Uni was extremely helpful in answering
questions and helping me feel at ease and less worried about starting here.

Communicating with other students for social and course-related purposes, fnding out about current events
at Keele, charity events, applications such as KUBE radio, AU teams such as hockey and getting involved at
Keele to make most of my university experiences.

Easy to find answers about the University quickly from current students who are helpful on the facebook
page

It made me comfortable about starting at a new place

You can see who else is on your course and who is in your flats before you arrive.
You can see posts of information relating to Keele and also ask questions to other students

You can see who else is on your course and who is in your flats before you arrive.
You can see posts of information relating to Keele and also ask questions to other students

reminders of events
And some further comments about the use of Social Media…….

Nothing - didn't use it - but then I am over 50

Not a fan of social media
18
IT Services Student Survey
Your student record on eVision
We asked you about using eVision
And you provided the following comments and suggestions about eVision…….

As far as I know none of my marks are actually updated onto eVision so as of yet it's fairly useless and I've
properly used it twice in total: once when I was registering as an undergrad and secondly to fill out my Study
Abroad app.

could do with some better index perhaps?

simplicity in the layout and easy accessiblilty

Needs to be more user friendly. It is difficult to work out where the section I am after is located. The categories are not named clearly to show the user what things it contains.

I found 'eVision' an obscure name - why not have a name for it that 'does what it says on the tin'?

It sometimes randomly has information missing about your own grade etc, that will reappear later.

Make it easier to read module results and assessment deadlines

When there's something I have to do using e-vision, I cross my fingers and hope that it's in my intray because if it hasn't appeared (yes, that's happened to me) then it's not possible for ANYONE to find it.
19
IT Services Student Survey
Your online learning experience using the KLE
We asked what you thought of the Keele Learning Environment
94% of respondents have submitted an
essay via the KLE
And we asked whether you had clear instructions or found submitting easy
20
IT Services Student Survey
Your online learning experience using the KLE
And where do you access the KLE from…..
21
IT Services Student Survey
Further Comments
As part of the survey we gave the you the opportunity to discuss any issues further. The IT Service Desk team contact
by telephone 120 students of which 35 made the following comments. A summary of the comments are as below:-
Wi-Fi
Resources
After a few network and connectivity issues, the Wi-fi on the whole became very stable and
reliable for a vast majority of users.
Requests for higher or more quota: more PC in the Open Access, overall the majority are happy with the resources.
Systems
Happy with KLE on the whole. A few issues with Gmail, Pebble-Pad and Black Board App request
Support
Good feedback on the whole, most are happy with Support from the University.
General
Very positive feedback from the Student Survey. Most are very happy with the University on
the Service, Support and Resources provided.
22
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