2017 Unified Communications (Lync) Feedback

In 2014, we asked about your satisfaction with Unified Communications tools like Skype for Business, Instant Messaging, Lync phones and headsets, conference calls and desktop sharing. In three years, we've made improvements. We want your feedback again to measure adoption and satisfaction level. This survey will take about 10 minutes and it's very valuable to us as we move forward with your communications tools. Thank you! KCIT

Question Title

* 1. Do you use Unified Communications (Lync Phone/Skype for Business)? (Please check all that apply)

Yes, I currently use Lync Phone/Skype for Business

No, I do not use Lync Phone/Skype for Business

Other (please specify)

Question Title

* 2. Please indicate which device you use. If you have more than one, please indicate the device you use most often.

Aastra desk phone

SNOM

Polycom CX300 USB desk phone

Plantronics wireless headset

Plantronics single ear wired headset

Plantronics double ear wired headset

Personal headset

Not Applicable

Other

Other (please specify)

Question Title

* 3. Which of these Communications tools do you use and how often?

	5+ times a day	1 - 4 times a day	Twice a week	Occasionally	Rarely	Not Applicable	Never	I would if I knew how
Lync Phone	Lync Phone 5+ times a day	Lync Phone 1 - 4 times a day	Lync Phone Twice a week	Lync Phone Occasionally	Lync Phone Rarely	Lync Phone Not Applicable	Lync Phone Never	Lync Phone I would if I knew how
Presence Status (check if someone is around)	Presence Status (check if someone is around) 5+ times a day	Presence Status (check if someone is around) 1 - 4 times a day	Presence Status (check if someone is around) Twice a week	Presence Status (check if someone is around) Occasionally	Presence Status (check if someone is around) Rarely	Presence Status (check if someone is around) Not Applicable	Presence Status (check if someone is around) Never	Presence Status (check if someone is around) I would if I knew how
Instant Messaging	Instant Messaging 5+ times a day	Instant Messaging 1 - 4 times a day	Instant Messaging Twice a week	Instant Messaging Occasionally	Instant Messaging Rarely	Instant Messaging Not Applicable	Instant Messaging Never	Instant Messaging I would if I knew how
Conference Calls	Conference Calls 5+ times a day	Conference Calls 1 - 4 times a day	Conference Calls Twice a week	Conference Calls Occasionally	Conference Calls Rarely	Conference Calls Not Applicable	Conference Calls Never	Conference Calls I would if I knew how
Video conferencing	Video conferencing 5+ times a day	Video conferencing 1 - 4 times a day	Video conferencing Twice a week	Video conferencing Occasionally	Video conferencing Rarely	Video conferencing Not Applicable	Video conferencing Never	Video conferencing I would if I knew how
Online Meetings/Desktop Sharing	Online Meetings/Desktop Sharing 5+ times a day	Online Meetings/Desktop Sharing 1 - 4 times a day	Online Meetings/Desktop Sharing Twice a week	Online Meetings/Desktop Sharing Occasionally	Online Meetings/Desktop Sharing Rarely	Online Meetings/Desktop Sharing Not Applicable	Online Meetings/Desktop Sharing Never	Online Meetings/Desktop Sharing I would if I knew how
Response group	Response group 5+ times a day	Response group 1 - 4 times a day	Response group Twice a week	Response group Occasionally	Response group Rarely	Response group Not Applicable	Response group Never	Response group I would if I knew how

Other (please specify)

Question Title

* 4. In the past 90 days, if you've experienced any problems using the Unified Communications/Lync/Skype for Business services listed here, how often has it happened?

	0 times	1-5 times	6-10 times	11-15 times	16+ times
Call quality	Call quality 0 times	Call quality 1-5 times	Call quality 6-10 times	Call quality 11-15 times	Call quality 16+ times
Dropped calls	Dropped calls 0 times	Dropped calls 1-5 times	Dropped calls 6-10 times	Dropped calls 11-15 times	Dropped calls 16+ times
Failed call transfers	Failed call transfers 0 times	Failed call transfers 1-5 times	Failed call transfers 6-10 times	Failed call transfers 11-15 times	Failed call transfers 16+ times
Call pick up audio delay	Call pick up audio delay 0 times	Call pick up audio delay 1-5 times	Call pick up audio delay 6-10 times	Call pick up audio delay 11-15 times	Call pick up audio delay 16+ times
Content/Desktop sharing problems	Content/Desktop sharing problems 0 times	Content/Desktop sharing problems 1-5 times	Content/Desktop sharing problems 6-10 times	Content/Desktop sharing problems 11-15 times	Content/Desktop sharing problems 16+ times
Failed online Meetings	Failed online Meetings 0 times	Failed online Meetings 1-5 times	Failed online Meetings 6-10 times	Failed online Meetings 11-15 times	Failed online Meetings 16+ times

Other (please specify)

Question Title

* 5. If you have experienced problems, how often do you report them to the IT Service Center?

Always

Sometimes

Rarely

Never

Question Title

* 6. How responsive was the IT Service Center to reported issues?

Very Responsive

Somewhat Responsive

Not Very Responsive

Not at all Responsive

Not applicable

Other (please specify)

Question Title

* 7. Please indicate your level of satisfaction with each Unified Communications (Lync/Skype for Business) service.

	Very Satisfied	Somewhat Satisfied	Somewhat Dissatisfied	Very Dissatisfied	Not Applicable
Lync/Skype phone for voice calls	Lync/Skype phone for voice calls Very Satisfied	Lync/Skype phone for voice calls Somewhat Satisfied	Lync/Skype phone for voice calls Somewhat Dissatisfied	Lync/Skype phone for voice calls Very Dissatisfied	Lync/Skype phone for voice calls Not Applicable
Presence Status (green, yellow, and red lights next to people's names)	Presence Status (green, yellow, and red lights next to people's names) Very Satisfied	Presence Status (green, yellow, and red lights next to people's names) Somewhat Satisfied	Presence Status (green, yellow, and red lights next to people's names) Somewhat Dissatisfied	Presence Status (green, yellow, and red lights next to people's names) Very Dissatisfied	Presence Status (green, yellow, and red lights next to people's names) Not Applicable
Instant Messaging	Instant Messaging Very Satisfied	Instant Messaging Somewhat Satisfied	Instant Messaging Somewhat Dissatisfied	Instant Messaging Very Dissatisfied	Instant Messaging Not Applicable
Conference calls	Conference calls Very Satisfied	Conference calls Somewhat Satisfied	Conference calls Somewhat Dissatisfied	Conference calls Very Dissatisfied	Conference calls Not Applicable
Video conferencing (using your video camera to connect and chat)	Video conferencing (using your video camera to connect and chat) Very Satisfied	Video conferencing (using your video camera to connect and chat) Somewhat Satisfied	Video conferencing (using your video camera to connect and chat) Somewhat Dissatisfied	Video conferencing (using your video camera to connect and chat) Very Dissatisfied	Video conferencing (using your video camera to connect and chat) Not Applicable
Voice messages delivered via Outlook	Voice messages delivered via Outlook Very Satisfied	Voice messages delivered via Outlook Somewhat Satisfied	Voice messages delivered via Outlook Somewhat Dissatisfied	Voice messages delivered via Outlook Very Dissatisfied	Voice messages delivered via Outlook Not Applicable
Lync/Skype mobile app on smartphone	Lync/Skype mobile app on smartphone Very Satisfied	Lync/Skype mobile app on smartphone Somewhat Satisfied	Lync/Skype mobile app on smartphone Somewhat Dissatisfied	Lync/Skype mobile app on smartphone Very Dissatisfied	Lync/Skype mobile app on smartphone Not Applicable
Online Meetings (incl desktop sharing, presenting)	Online Meetings (incl desktop sharing, presenting) Very Satisfied	Online Meetings (incl desktop sharing, presenting) Somewhat Satisfied	Online Meetings (incl desktop sharing, presenting) Somewhat Dissatisfied	Online Meetings (incl desktop sharing, presenting) Very Dissatisfied	Online Meetings (incl desktop sharing, presenting) Not Applicable
Response group	Response group Very Satisfied	Response group Somewhat Satisfied	Response group Somewhat Dissatisfied	Response group Very Dissatisfied	Response group Not Applicable

Question Title

* 8. How do you use Skype for Business?

Question Title

* 9. Please Indicate your level of satisfaction with your Unified Communications (Lync Phone/Skype) devices and support.

	Very Satisfied	Somewhat Satisfied	Somewhat Dissatisfied	Very Dissatisfied	Not applicable
Your headset	Your headset Very Satisfied	Your headset Somewhat Satisfied	Your headset Somewhat Dissatisfied	Your headset Very Dissatisfied	Your headset Not applicable
Your desk phone	Your desk phone Very Satisfied	Your desk phone Somewhat Satisfied	Your desk phone Somewhat Dissatisfied	Your desk phone Very Dissatisfied	Your desk phone Not applicable
Lync phone training	Lync phone training Very Satisfied	Lync phone training Somewhat Satisfied	Lync phone training Somewhat Dissatisfied	Lync phone training Very Dissatisfied	Lync phone training Not applicable
Skype conferencing training (set up meetings, presentation sharing, etc)	Skype conferencing training (set up meetings, presentation sharing, etc) Very Satisfied	Skype conferencing training (set up meetings, presentation sharing, etc) Somewhat Satisfied	Skype conferencing training (set up meetings, presentation sharing, etc) Somewhat Dissatisfied	Skype conferencing training (set up meetings, presentation sharing, etc) Very Dissatisfied	Skype conferencing training (set up meetings, presentation sharing, etc) Not applicable
Unified Communications (Lync Phone/Skype) support and resources	Unified Communications (Lync Phone/Skype) support and resources Very Satisfied	Unified Communications (Lync Phone/Skype) support and resources Somewhat Satisfied	Unified Communications (Lync Phone/Skype) support and resources Somewhat Dissatisfied	Unified Communications (Lync Phone/Skype) support and resources Very Dissatisfied	Unified Communications (Lync Phone/Skype) support and resources Not applicable
Do you know where to find self-training documents?	Do you know where to find self-training documents? Very Satisfied	Do you know where to find self-training documents? Somewhat Satisfied	Do you know where to find self-training documents? Somewhat Dissatisfied	Do you know where to find self-training documents? Very Dissatisfied	Do you know where to find self-training documents? Not applicable

Question Title

* 10. Given your overall Unified Communications (Lync/Skype) experience, what would you like to see changed to make it better?

Question Title

* 11. How important are the following resources in helping you learn to use Unified Communications (Lync)?

	Very Important	Somewhat Important	Not Very Important	Not Important At All	Not Applicable
Trial and error on my own	Trial and error on my own Very Important	Trial and error on my own Somewhat Important	Trial and error on my own Not Very Important	Trial and error on my own Not Important At All	Trial and error on my own Not Applicable
Assistance from my peers	Assistance from my peers Very Important	Assistance from my peers Somewhat Important	Assistance from my peers Not Very Important	Assistance from my peers Not Important At All	Assistance from my peers Not Applicable
Printed training materials	Printed training materials Very Important	Printed training materials Somewhat Important	Printed training materials Not Very Important	Printed training materials Not Important At All	Printed training materials Not Applicable
Microsoft product support site, knowledge base, or community	Microsoft product support site, knowledge base, or community Very Important	Microsoft product support site, knowledge base, or community Somewhat Important	Microsoft product support site, knowledge base, or community Not Very Important	Microsoft product support site, knowledge base, or community Not Important At All	Microsoft product support site, knowledge base, or community Not Applicable
Web resources or user communities	Web resources or user communities Very Important	Web resources or user communities Somewhat Important	Web resources or user communities Not Very Important	Web resources or user communities Not Important At All	Web resources or user communities Not Applicable
Assistance from my organization’s help desk	Assistance from my organization’s help desk Very Important	Assistance from my organization’s help desk Somewhat Important	Assistance from my organization’s help desk Not Very Important	Assistance from my organization’s help desk Not Important At All	Assistance from my organization’s help desk Not Applicable
Classroom instructor-led training	Classroom instructor-led training Very Important	Classroom instructor-led training Somewhat Important	Classroom instructor-led training Not Very Important	Classroom instructor-led training Not Important At All	Classroom instructor-led training Not Applicable
Online instructor-led training	Online instructor-led training Very Important	Online instructor-led training Somewhat Important	Online instructor-led training Not Very Important	Online instructor-led training Not Important At All	Online instructor-led training Not Applicable
Unified Communications online reference materials	Unified Communications online reference materials Very Important	Unified Communications online reference materials Somewhat Important	Unified Communications online reference materials Not Very Important	Unified Communications online reference materials Not Important At All	Unified Communications online reference materials Not Applicable
Email tips or newsletters	Email tips or newsletters Very Important	Email tips or newsletters Somewhat Important	Email tips or newsletters Not Very Important	Email tips or newsletters Not Important At All	Email tips or newsletters Not Applicable
Hands on Technology Day	Hands on Technology Day Very Important	Hands on Technology Day Somewhat Important	Hands on Technology Day Not Very Important	Hands on Technology Day Not Important At All	Hands on Technology Day Not Applicable

Other (please specify)

Question Title

* 12. Please indicate if there are one or more tasks that you would like to learn more about.

Searching for a Lync contact

Initiating an instant message

Accepting an instant message invite

Turning an instant message into a phone call

Scheduling Lync meetings

Attending online meetings that others schedule and set up

Using a webcam to video chat with someone

Utilizing audio provided by Lync/Skype for your meetings (via your PC)

Recording Lync/Skype meetings

Watching Lync/Skype recordings

Sharing a file or desktop to collaborate with a colleague

Giving or taking control of a shared desktop

Checking your voice mail messages from your inbox

Using Lync/Skype to dial your personal contacts and send a voice message

Other (please specify)