Listening at Scale: UITS Launches “Voice of the Customer” Initiative
Every interaction with information technology tells us a story.
Whether it’s a support request, a quick comment after a service interaction, or feedback shared through a form, those experiences help shape how technology services evolve across the university. To better capture and learn from those experiences, University Information Technology Services (UITS) has launched a new Voice of the Customer initiative.
The program is designed to bring together feedback that is already being shared across many different internal feedback channels and turn it into meaningful insight that can guide improvements to IT services, service delivery, communication, documentation or resources.
“Today we receive feedback from many different places,” said Stella Le, Program Manager for Voice of the Customer. “It comes from service interactions, surveys, requests, and other conversations across our service areas. What we’re doing with Voice of the Customer is creating a systematic way to gather that feedback in one place so we can identify patterns and themes for where we can make improvements.”
By bringing together information from multiple sources, the initiative helps UITS better understand the experiences of the university community. That insight allows UITS teams to make more informed decisions about where services are working well and where improvements may be needed.
Instead of reviewing feedback one interaction at a time, the program identifies broader trends that can guide service improvements and help ensure technology solutions continue to meet the changing needs of faculty, staff, researchers, and students.
One of the simplest ways members of the campus community can contribute to this effort is by sharing their feedback with UITS through a new online form on the it.arizona.edu website created specifically for the initiative. The form provides a simple way for anyone to share ideas, concerns, or suggestions related to IT services.
“We want to make it easy for people to tell us what’s working and what could be better,” Le said. “The more feedback we receive, the better we can understand the experience of our users and make meaningful improvements.”
UITS encourages members of the campus community to take a moment to share their perspective.
Your input helps ensure that university technology services continue to evolve in ways that best support teaching, research, and the daily work of the campus community.