2026 Results
The 2026 survey will take place from April 14 – May 8, and results will be published on this page in June.
To learn more about the 2026 survey in the meantime, visit the FAQs for 2026 UWIT Customer & Partner Experience Survey page.
2025 Results
The 2025 UWIT Customer & Partner Experience Survey was distributed to all UW students, faculty, staff and researchers (UW population groups) across all three campuses in April 2025. The survey achieved statistically significant response rates across all UW population groups, with 2,440 total responses.
Additionally, the survey successfully established baseline metrics for UWIT’s You Get Me Relationships strategic anchor that will be measured and acted upon annually as UWIT strives to continuously align its priorities and portfolio with the needs of the UW community.
Key Takeaways
- UWIT maintains positive satisfaction scores across all metrics for all population groups, meaning that UWIT is meeting the needs of the majority of its customers and partners.
- Improvement opportunities exist in software availability (particularly Adobe Creative Suite and AI tools) and continuing to improve service delivery fundamentals focused on making it easier for customers and partners to get what they need from UWIT.
Acting on Feedback
In response to the survey results, UWIT is launching targeted efforts to improve customer and partner experiences. These initiatives directly address the feedback we received and are part of UWIT’s ongoing commitment to strengthening services and supporting the UW community.
Reducing Customer and Partner Effort
UWIT kicked off our You Get Me Relationships (YGMR) Commitments Program to help our service teams be more responsive to reduce the effort it takes our customers and partners to get what they need from us. Visit the UWIT Metrics page for current responsiveness results.
Inclusive software planning
UWIT is building a new software planning webpage that lets the UW community see what new software is being considered, suggest new tools, and share input on proposed software. It’s in testing now and scheduled to launch in April 2026.
Over the last year, UWIT worked with campus partners to add more software options than ever before, including Canva, ChatGPT, Lucidchart, Copilot Chat, GitHub Copilot, PowerApps, Power Automate and others. You can find everything available in the UW Software Catalog (UWare).
Survey Results
Read the complete results (PDF) of the 2025 UWIT Customer & Partner Experience Survey.
Customer Satisfaction (CSAT)
Customer Satisfaction, or CSAT, is a key performance indicator that measures how satisfied customers are with an organization’s products, services, or experiences. UWIT surveys our customers and partners (students, faculty, staff, researchers) across all three UW campuses to collect this feedback.
The Partner Satisfaction, or PSAT, metric is identical to CSAT but measures the satisfaction of UWIT’s Business Partners, specifically.
CSAT/PSAT are “backward looking” metrics, as they evaluate past experience.
UWIT uses the following interpretations for CSAT and PSAT scores:
| Score Range | 1.0 – 2.0 | 2.1 – 3.0 | 3.1 – 3.9 | 4.0 – 4.4 | 4.5 – 5.0 |
|---|---|---|---|---|---|
| CSAT Interpretation | Very Low | Low | Moderate | High | Very High |
| PSAT Interpretation | Misaligned | Strained | Functional | Aligned | Strategic Fit |
CSAT Results by Customer Segment
“Based on your experiences with UWIT-provided technologies or services in the past 12 months, describe your OVERALL satisfaction level with UWIT.”
| Customer Segment | Score | Score Interpretation | Trend |
|---|---|---|---|
| All (N = 2,093) | 3.9 | Moderate | -0.01 change from 2021 Survey |
| Faculty (N = 364) | 3.9 | Moderate | -0.01 change from 2021 Survey |
| Student (N = 283) | 4.0 | Aligned | +0.09 change from 2021 Survey |
| Staff All (N = 1,385) | 3.9 | Moderate | -0.05 change from 2021 Survey |
| Staff Partner (N = 331) | 3.92 | Functional | |
| Staff User (N = 1,057) | 4.00 | Aligned | |
| Researcher (N = 581) | 3.9 | Moderate | -0.04 change from 2021 Survey |
For the purposes of this survey, “Partners” are those respondents who self-identified with the statement “I actively collaborate with UWIT to support the needs of my team, department, or unit. My role depends on regular engagement with UWIT.”
“Rate how much you agree or disagree with the following statements.”
| Statement | Score | Score Interpretation | Relevant UWIT Strategy |
|---|---|---|---|
| UWIT offers solutions that are secure | 4.42 | Aligned | Trusted Solutions Anchor |
| UWIT offers solutions that are focused on outcomes | 3.92 | Functional | |
| UWIT offers solutions that are accessible | 3.98 | Functional | |
| UWIT offers solutions that I can trust | 4.19 | Aligned | |
| UWIT understands my needs | 3.66 | Functional | You Get Me Relationships Anchor |
| UWIT cares about my needs | 3.83 | Functional | |
| UWIT offers solutions that fit my needs | 3.74 | Functional | |
| UWIT demonstrates being invested – understanding the impact their work has on others | 3.96 | Functional | Core Values |
| UWIT demonstrates being compassionate – recognizing that behind every inquiry lies a person seeking a meaningful experience | 3.91 | Functional | |
| UWIT demonstrates being team players – collaborating and sharing perspectives in support of a common goal | 3.96 | Functional |
For the purposes of this survey, “Researchers” are those respondents who answered “Yes” to the question “Do you currently conduct research as part of your academic or professional responsibilities at UW?”
“Thinking specifically about your research experiences during the past 12 months, please select your satisfaction level with the IT tools and IT support provided by UWIT.”
| Researcher Segment | Scores (IT tools/IT support) |
Score Interpretation |
|---|---|---|
| All Researchers | 3.75 / 3.83 | Moderate |
| Faculty Researcher | 3.66 / 3.73 | Moderate |
| Student Researchers | 3.84 / 3.92 | Moderate |
| Staff Researchers | 3.77 / 3.86 | Moderate |
| Activity | Scores (IT tools/IT support) |
Score Interpretation |
|---|---|---|
| Using High Performance Computing (e.g. Hyak) | 3.69 / 3.88 | Moderate |
| Using Cloud Computing (e.g. AWS, GCP, Azure) | 3.69 / 3.82 | Moderate |
| Using Research Storage (e.g. Kopah, Lolo) | 3.76 / 3.89 | Moderate |
| Using Research Computing Consulting (e.g. office hours) | 3.54 / 3.70 | Moderate |
“Based on your experiences with UWIT-provided technologies or services in the past 12 months, please select your OVERALL satisfaction level with UWIT.”
| Activity | Score | Score Interpretation |
|---|---|---|
| Using High Performance Computing (e.g. Hyak) | 4.07 | High |
| Using Cloud Computing (e.g. AWS, GCP, Azure) | 3.98 | Moderate |
| Using Research Storage (e.g. Kopah, Lolo) | 3.94 | Moderate |
| Using Research Computing Consulting (e.g. office hour) | 3.81 | Moderate |
Customer Effort Score (CES)
Customer Effort Score, or CES, measures the effort that a customer spends in obtaining a desired outcome, such as resolving an issue or fulfilling a request.
UWIT uses two versions of this metric, CES and PES, to measure customers and partners, respectively.
CES/PES are “present-focused” metrics, as they evaluate the current efficiency of a process(es).
UWIT uses the following interpretations for CES and PES scores:
| Score Range | 1.0 – 2.0 | 2.1 – 3.0 | 3.1 – 3.9 | 4.0 – 4.4 | 4.5 – 5.0 |
|---|---|---|---|---|---|
| CES Interpretation | Very High Effort | High Effort | Moderate Effort | Low Effort | Very Low Effort |
| PES Interpretation | Misaligned | Inefficient | Tolerable | Aligned | Strategic Fit |
CES Results by Customer Segment
“Based on your experiences with UWIT-provided technologies or services in the past 12 months, how easy was it to get what you needed from UWIT?”
| Customer Segment | Score | Score Interpretation |
|---|---|---|
| All (N = 2,093) | 3.85 | Moderate Effort |
| Faculty (N = 364) | 3.81 | Moderate Effort |
| Student (N = 283) | 3.82 | Moderate Effort |
| Staff All (N = 1,385) | 3.87 | Moderate Effort |
| Staff Partner (N = 331) | 3.73 | Tolerable |
| Staff User (N = 1,057) | 3.91 | Moderate Effort |
| Researcher (N = 581) | 3.80 | Moderate Effort |
For the purposes of this survey, “Researchers” are those respondents who answered “Yes” to the question “Do you currently conduct research as part of your academic or professional responsibilities at UW?”
“Based on your experiences with UWIT-provided technologies or services in the past 12 months, how easy was it to get what you needed from UWIT?”
| Activity | Score | Score Interpretation |
|---|---|---|
| Using High Performance Computing (e.g. Hyak) | 3.75 | Moderate Effort |
| Using Cloud Computing (e.g. AWS, GCP, Azure) | 3.67 | Moderate Effort |
| Using Research Storage (e.g. Kopah, Lolo) | 3.76 | Moderate Effort |
| Using Research Computing Consulting (e.g. office hour) | 3.57 | Moderate Effort |
Net Promoter Score (NPS)
Net Promoter Score, or NPS, is a customer loyalty metric that measures how likely customers are to recommend an organization’s products or services to others. UWIT surveys our customers and partners (students, faculty, staff, researchers) across all three UW campuses to collect this feedback.
UWIT uses two versions of the NPS metric, cNPS and pNPS, to measure customers and partners, respectively.
NPS is a “forward looking” metric, as it predicts customers’ future behavior.
UWIT uses the following interpretations for cNPS and pNPS scores:
| Score Range | -100 – 0 | 1 – 30 | 31 – 50 | 51 – 70 | 71+ |
|---|---|---|---|---|---|
| cNPS Interpretation | Poor | Acceptable | Great | Excellent | World Class |
| pNPS Interpretation | At Risk | Stable | Strong | Strategic Partner | Trusted Advisor/Ally |
NPS Results by Customer Segment
“Based on your experiences with UWIT-provided technologies or services in the past 12 months, how likely are you to recommend UWIT to a colleague or peer?”
| Customer Segment | Score | Score Interpretation |
|---|---|---|
| All (N = 2,093) | 35 | Great |
| Faculty (N = 364) | 39 | Great |
| Student (N = 283) | 25 | Acceptable |
| Staff All (N = 1,385) | 35 | Great |
| Staff Partner (N = 331) | 31 | Strong |
| Staff User (N = 1,057) | 37 | Great |
| Researcher (N = 581) | 54 | Excellent |
For the purposes of this survey, “Researchers” are those respondents who answered “Yes” to the question “Do you currently conduct research as part of your academic or professional responsibilities at UW?”
“Based on your experiences with UWIT-provided technologies or services in the past 12 months, how likely are you to recommend UWIT to a colleague/peer?”
| Activity | Score | Score Interpretation |
|---|---|---|
| Using High Performance Computing (e.g. Hyak) | 28 | Acceptable |
| Using Cloud Computing (e.g. AWS, GCP, Azure) | 33 | Great |
| Using Research Storage (e.g. Kopah, Lolo) | 38 | Great |
| Using Research Computing Consulting (e.g. office hour) | 18 | Acceptable |