IT Satisfaction Survey
Spring 2025
Executive Summary
The First Annual IT Satisfaction Survey gathered feedback from nearly 1,000 University of Arizona staff, faculty, and administrators on their experiences with core IT services such as Wi-Fi, Brightspace, UAccess, Zoom and technical support. While the results show strong satisfaction with day-to-day IT services and support, they also reveal communication and awareness gaps, especially around recent restructuring and centralization efforts. The insights point toward a need for more targeted, transparent, and role-specific communications as the university moves forward with its IT strategy and organizational planning.
Key Takeaways
1. High Confidence in Core IT Services
Respondents reported strong satisfaction with foundational services, citing reliable access to Wi-Fi, Zoom, and D2L and responsive IT support. Over 500 respondents strongly agreed that services are accessible and dependable, an encouraging sign that daily service delivery remains solid despite organizational change.
2. Communication Gaps Undermine Awareness
Feedback on restructuring communications was overwhelmingly clear: messaging could be clearer, more personal, and easier to understand. Many respondents noted that email overload or unclear subject lines made updates easy to miss. The survey highlighted an opportunity to strengthen communications by using concise, role-specific, and well-time messages across multiple channels.
3. Centralization Rollout Created Confusion
While overall service quality remains high, respondents expressed frustration about how centralization was communicated and implemented. The process left many feeling disconnected or uncertain about its purpose and impact. This underscores the importance of greater transparency, inclusion, and dialogue during future university-wide initiatives.
4. Commitment to Listening and Continuous Improvement
Next steps are a proactive response to feedback. UITS plans to launch organization-wide strategy planning, develop an operational roadmap, and embed a values-based framework supported by regular surveys and listening sessions. These efforts aim to strengthen connection, clarity, and trust across the university IT community.
In response to survey feedback, here’s what we are doing:
- Launched the UITS Strategy Planning Process to align the division’s IT priorities with the university’s strategic imperatives, focusing on Organizational Enablement, Student Success, Research, and Community Engagement.
- Streamlining support through a new Enterprise Support Services initiative that brings all IT teams onto a single ticketing platform, replacing more than a dozen legacy systems. This shift not only makes it easier for students, staff, and researchers to get help in one place but also provides better visibility to coordinate services across the university.
- Investing in clearer IT service definitions to make it easier for faculty, staff, and students to find the information and assistance they need.
- Strengthening research computing and storage capacity options.
- Developing more consistent communication channels to reach the right audience at the right time.
These are the first steps in a broader transformation, and we will continue to use survey insights and direct feedback to guide improvements in the months ahead.