Technology Solutions Surpasses 5,000 Customer Experience Surveys
Introduction
Technology Solutions is proud to announce a major milestone: we have officially received over 5,000 UIC Help Center Customer Experience Surveys.
The UIC Help Center, is a modern, mobile-friendly service management tool that provides the UIC community with a one-stop-shop to get support, request services, find answers and so much more. When students, faculty or staff request a service, they may receive a Customer Experience Survey inviting them to share feedback about their experience. This input can help us improve.
Since the launch of the Customer Experience Survey in August 2021, feedback has been collected continuously from UIC students, faculty, and staff—every single month for the past 47 months. This consistent engagement averages out to 106 surveys per month, reflecting a meaningful commitment to improving IT services based on real client input.
Of the 5,000+ responses, approximately 75% have come from faculty and staff, 13% from students, and 12% are listed under “None/Not Found,” according to the affiliation field populated by the TeamDynamix platform.
This milestone is not just a numeric achievement—it’s a reflection of how deeply Technology Solutions values client feedback as a driver of service excellence and continuous improvement.
A History of Listening
Technology Solutions has a long-standing tradition of gathering client input. Over the past 15+ years, the department has conducted a variety of one-time surveys and four longitudinal annual surveys. However, the longest-running effort has been our post-service helpdesk survey, in place since 2007. Now in its third iteration—RT v.1, RT v.2, and currently TDX v.1—each version has seen rising response rates and deeper analytical value.
Quote 1
An after-service help desk survey does more than collect feedback: it opens the door to meaningful follow-up. Whether it’s an unresolved issue, a suggestion for improvement, or a request to enhance service availability, client comments help us uncover valuable insights and take action where it matters most.
| Assistant Director of Client Experience
More Than a Metric: Five Ways the Survey Adds Value
Client-Centered Troubleshooting
The survey’s primary purpose is to assess satisfaction with IT support services and staff—helping teams pinpoint opportunities to improve service delivery.
Real-Time Follow-Up
When a respondent leaves a notable comment—whether it’s a concern, suggestion, or request—our teams can follow up directly. This creates a valuable feedback loop that goes beyond generic metrics.
Topical Insights for Service Owners
All open-ended responses are assigned topic codes (e.g., C11_TDX_Ticketing_System). These codes create an indexed repository of client feedback, enabling service owners and department leadership to quickly review what users have been saying about any specific topic across nearly four years.
Trend Tracking and Strategic Planning
Whether through comment coding or rating-scale data, trends over time can be visualized to show both seasonal and long-term shifts in client priorities. This helps guide everything from staffing and training to new service development.
Understanding Sentiment at Scale
The survey provides not just data, but insight—answering important questions like, “What circumstances tend to lead to client dissatisfaction?” or “Where do clients feel we’ve exceeded expectations?”
Quote 2
The real power of a helpdesk survey goes beyond ratings; it lies in the ability to follow up on notable client comments, track shifting priorities over time, and pinpoint moments of dissatisfaction — all to better shape IT services around the people who rely on them.
| Statistical Software and Support Analyst
Survey Responses
Positive Feedback Summary
We value the positive feedback we receive through our surveys. These comments highlight what we’re doing right and help reinforce the practices and team members who are making a meaningful impact. We take these insights seriously and use them to shape our strategic decisions, celebrate excellent service, and build on what’s working well.
- “Very thankful for my interaction. My issue was addressed well before the scheduled date of service. Staff supported me without a sense of need for me to hurry up and understand—i.e., took time to let me catch on to what I had issues with. Many thanks!!”
- “I encountered a fast, courteous, and knowledgeable staff. I was in and out. Thank you very much.”
- “Working with Gerry was FANTASTIC, one of my best experiences with Technology Solutions. No suggestions for improvement!”
Constructive Feedback Summary
We value all feedback from our community, and we carefully consider comments like the ones below when making strategic decisions to improve IT services. Constructive criticism helps us identify key areas for growth and allows us to better support the needs of faculty, staff, and students.
- “It would be helpful to have a way to contact support staff directly by phone. Some issues are just easier to explain in real-time than over email.”
- “Better follow-up would be appreciated. Sometimes I don’t hear back after the initial response unless I send a reminder.”
- “Although the problem was eventually resolved, the process took much longer than expected and required multiple back-and-forths that could have been avoided with clearer instructions.”
Moving Forward
Surpassing 5,000 surveys is a significant achievement—and it’s thanks to the continued participation of our clients across campus. Every completed survey provides a clearer picture of what we’re doing well, what we can do better, and how we can evolve alongside the needs of the UIC community.
Technology Solutions remains committed to listening, learning, and leading with service. Here’s to the next 5,000.
Quote 3
With nearly four years of continuous feedback and a 15-year legacy of survey-based improvement, Technology Solutions has transformed post-service surveys into a strategic tool for service development, client engagement, and operational insight.
| Statistical Software and Support Analyst