University of Bradford

1. University of Bradford IT Services Student Survey 2011 CLIENT LOGO SPA Future Thinking contacts: Dane Krambergar, Research Executive, dane.krambergar@spafuturethinking.com Stuart Wright, Research Manager, stuart.wright@spafuturethinking.com LONDON IOXFORD I NEW YORK I PARIS I BOLOGNA

2. BACKGROUND AND METHODOLOGY

3. Background and methodology • In 2009, the IT Services within the University of Bradford wished to conduct an online survey with a sample of their students in order to better understand attitudes towards the services they provide • An online survey was produced, which covered a number of key performance indicators that could be used as the basis for any tracking research • In 2011 IT Services wished to repeat the survey in order to gauge how usage and attitudes of services and facilities had changed over time • The questionnaire was also designed to provide comparable data to findings from the 2009 survey • In total, the survey was sent to a random cross section of 3,000 students. • To help incentivise students to take part in the survey, a prize draw was held offering a £100 Amazon voucher as the prize. • 250 students responded to the survey, giving a response rate of c.8% (N.B. The survey was closed once the target of 250 responses was achieved)

4. SUMMARY AND CONCLUSIONS

5. Summary (I) Summary Usage of computing facilities has changed significantly since the survey was last conducted, with 73% of students using their own laptop computer compared to just 13% in 2009. This movement coincides with a significant reduction in the proportion of students using their own desktop PCs, which is just under a quarter (23%), compared to 72% in 2009. This movement is likely to be due to the increased affordability and convenience of laptops. Portable device popularity is possibly another factor, with 30% of students using other devices such as PDAs and smartphones compared to just 12% in 2009. The frequency with which students use computing facilities has remained largely stable with the exception of the wireless network which students are using almost twice as frequently as they did in 2009. On average, students report using the network twice a week (1.96) compared to once a week (1.04) in 2009. Usage is significantly higher amongst students that use a PDA/ smartphone device at three times a week (3.11). Students use their university email account and internet access the most frequently at six (5.54) and five times a week respectively. On average, the PC booking system is used the least frequently at 0.40 times a week, followed by the mobile service at 0.79 times a week. IT support services are used relatively infrequently in comparison. Student IT workshops are used most often with 10% of respondents using this service at least once a week. Whilst IT advice from the learner support centre is not the most frequently used service, it is utilised by the most students but largely on an occasional basis – three quarters of students that use the service are occasional users. In contrast, the mobile service is used the second most frequently by students with 7% using it at least once a week, however only 21% ever use it. Four in five students are satisfied with the opening hours of the University computing facilities. However, availability of computing facilities has become an issue. Satisfaction with availability has declined significantly to 64% from 78% in 2009 with over a quarter of respondents (26%) being actively dissatisfied. Whilst satisfaction with the reliability of systems has improved modestly since 2009, over one in five students (22%) are still dissatisfied. Past experience has shown that it is not the actual number of computers available but having them where students want them that can impact on these scores.

6. Summary (II) Summary (continued) Availability of PCs continues to be a major issue with 38% of students citing this as a possible area of improvement compared to 30% in 2009. The increased usage of laptops and other portable devices has impacted heavily on the demand for the wireless network and as a result a significantly higher proportion (21% vs. 12% in 2009) of students cited extending the wireless network as a possible improvement. Positively, however, the proportion of students spontaneously mentioning other areas for improvement has declined, suggesting facilities and services have generally improved since 2009. Nearly four in five students (79%) agree that they have been able to access general IT resources when they have needed to, despite the fact that over a quarter of students (26%) are dissatisfied with the availability of computing facilities. Encouragingly, availability of specialised equipment and facilities has improved with 61% agreeing that they have been able to access specialised equipment/ facilities when they needed to compared to 54% in 2009.

7. Conclusions Conclusions As mobile technology becomes more affordable and increasingly popular, it is apparent that students are rapidly switching to portable alternatives and the University needs to gear facilities and services towards this growing trend. Given the increased number of laptop and mobile device users, the wireless network is in greater demand and students appear keen to see the network coverage extended. Improved wireless connectivity also has the potential to reduce demand for PCs. However, it is recommended that other measures are also put in place to improve PC availability as it is becoming a major concern. Access to specialised equipment and facilities has slightly improved but there is still clearly room for further improvement. Addressing the issue of availability of computing facilities in general is likely to facilitate this. Whilst satisfaction with the reliability of systems has risen, it is still an issue that needs addressing – perhaps additional maintenance checks are necessary to ensure the systems in place run as smoothly as possible.

8. MAIN FINDINGS SIGNIFICANCE TESTING Significantly higher than 2009 data Significantly lower than 2009 data Significantly higher than total Significantly lower than total

9. Computing facilities used Total 2011 Undergraduate: 84% Postgraduate: 56% % Base: (All respondents: 250) Q1. What computing facilities do you use?

10. Printing facilities used Total 2011 Undergraduate: 71% Postgraduate: 51% Undergraduate: 63% Postgraduate: 50% % No significant differences vs. 2009 Base: (All respondents: 250) Q2. What printing facilities do you use?

11. Frequency of using the following university computing and network facilities during term time (I) 2011 Average frequency of use (per week) % Every day 3-4 times a week 1-2 times a week Every 2 weeks Occasionally Never Base: (All respondents: 250) Q3. How often do you use the following University computing and network facilities during term time?

12. Frequency of using the following university computing and network facilities during term time (II) Average frequency of use (per week) Younger age groups demonstrate a higher frequency of usage of IT services than older students # Caution – low base size Base: (All respondents) Q3. How often do you use the following University computing and network facilities during term time?

13. Frequency of using the following support services provided by University IT services staff % Use at least once a week 2011 2009 Every day 3-4 times a week 1-2 times a week Every 2 weeks Occasionally Never No significant differences vs. 2009 Base: (All respondents: 250) Q4. How often do you use the following support services provided by University IT services staff?

14. Satisfaction with the following aspects of University computing facilities 2009 % Very/ fairly satisfied 2011 % Very/ fairly satisfied % Don’t know % Very dissatisfied % Neither satisfied nor dissatisfied % Very satisfied Base: (All respondents) Base: (Those answering) Q5. How satisfied are you with the following aspects of University computing facilities?

15. Possible areas of improvement Total 2011 1st choice of improvement 2nd choice of improvement % Base: (All respondents: 250) Q6. Here is a list of possible improvements. Which would be your first and second choice of things to improve?

16. Agreement with the following statements 2011 % Definitely/ mostly agree 2009 % Definitely/ mostly agree % Not Applicable I have been able to access general IT resources when I needed to (243) The IT resources and services are good enough for my needs (241) I have been able to access specialised equipment, facilities, or rooms when I needed to (203) % Definitely/ mostly disagree % Neither agree nor disagree % Mostly/ definitely agree Base: (All respondents) No significant differences vs. 2009 Base: (Those answering) Q7. For each statement below, please indicate the extent of your agreement or disagreement

17. Spontaneous comments about the computing services/ facilities “Computer rooms not quiet at all due to large number of students using them as places of discussion and generally causing disruptive behaviour” “I think compared to other universities that I have been to the amount of computers and computer clusters are a lot less” “People using PC's for extended periods to access facebook, You Tube etc. is infuriating when people are trying to access a PC to legitimately undertake academic work” “When the IT desk goes to lunch, someone should be there to cover/ give advice/ support” “I feel that the silent study areas are abused by students, I think that these should be monitored” “The most important problem I see is the number of PCs, I never find a free one and if I find one it is always broken” “I think most people these days have laptops - more provision for them (e.g. Printing from them to library printers while on the WLAN/LAN) seems like a better way of spending money than putting in more PCs” “The system is always down which cause a lot of problems including completing assignments and printing them as well” Q8. Please use this space to make any other relevant comments about the Computing services/ facilities. In particular it would be useful if you could explain your reasons for any dissatisfaction or desired improvement.

18. APPENDIX

19. Student profile

20. Frequency of using the following support services provided by university it services staff Average frequency of use (per week) # Caution – low base size Base: (All respondents) Q4. How often do you use the following support services provided by University IT services staff?

21. Satisfaction with the following aspects of university computing facilities % Very/ fairly satisfied * Please note that base sizes may vary for each aspect depending on those answering # Caution – low base size Base: (Those answering) Q5. How satisfied are you with the following aspects of University computing facilities?

22. Agreement with the following statements % Definitely/ mostly agree No significant differences * Please note that base sizes may vary for each aspect depending on those answering # Caution – low base size Base: (Those answering) Q7. For each statement below, please indicate the extent of your agreement or disagreement