UW-IT strives to consistently deliver a positive customer experience and to serve as an advocate for customer needs across the University. We support approximately 15,000 monthly requests submitted via phone (206-221-5000), email (help@uw.edu) and online chat.
The operational and survey metrics below are a few examples of how UW-IT is regularly measuring customer and partner experience performance in key areas aligned to our mission, values and strategy.
On This Page:
Operational Metrics
Incident Resolution Achievement
Incident Resolution Achievement measures UW-IT’s ability to resolve IT Incidents within the service level agreements (SLA) shown below. UW-IT’s target is to resolve at least 80% of Incidents within SLA.
- Priority 1 (Critical): Resolution time of two hours (24×7)
- Priority 2 (High): Resolution time of four hours (24×7)
- Priority 3 (Moderate): Resolution time of one Business Day
- Priority 4 (Low): Resolution time of two Business Days
- Priority 5 (Lowest): Resolution time of five Business Days
The following chart shows the percentage of UW-IT managed Incidents that achieved resolution SLA.
Priority 1 (P1) Incident Mean Time To Resolution (MTTR)
The Incident Mean Time to Resolution (MTTR) metric measures the average time it takes to resolve Incidents, from the moment they are created to the time they are marked as resolved. The targets for this metric are:
- Priority 1 (Critical): Mean resolution time of four hours (24×7)
- Priority 2 (High): Mean resolution time of eight hours(24×7)
- Priority 3 (Moderate): Mean resolution time of one Business Day
- Priority 4 (Low): Mean resolution time of five Business Days
- Priority 5 (Lowest): Mean resolution time of five Business Days
The following chart shows mean resolution time, in hours, for P1 Incidents managed by UW-IT, alongside the count of resolved P1 Incidents. The target SLA for P1 Incidents is a four-hour mean resolution time.
First Response Achievement
First Response Achievement measures UW-IT’s ability to respond to help ticket requests within the service level agreements (SLA) shown below. UW-IT’s target is to respond to at least 80% of requests within SLA.
- Priority 3 (Urgent): Response time of three Business Hours
- Priority 4 (Elevated): Response time of six Business Hours
- Priority 5 (Standard): Response time of one Business Day
The following chart shows the percentage of UW-IT managed help ticket requests that achieved First Response SLA.
Customer Update Achievement
Customer Update Achievement measures UW-IT’s ability to respond to help ticket follow-up questions within the service level agreements (SLA) shown below. UW-IT’s target is to provide updates to at least 80% of follow-up questions within SLA.
- Priority 3 (Urgent): Response time of one Business Day
- Priority 4 (Elevated): Response time of one Business Day
- Priority 5 (Standard): Response time of two Business Days
The following chart shows the percent of Requests and Incidents that achieved the 80% Customer Update target SLA in Q2.
2025 UW-IT Customer & Partner Experience Survey Results
The 2025 UW-IT 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 UW-IT’s You Get Me Relationships strategic anchor that will be measured and acted upon annually as UW-IT strives to continuously align its priorities and portfolio with the needs of the UW community.
Key Takeaways:
- UW-IT maintains positive satisfaction scores across all metrics for all population groups, meaning that UW-IT 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 UW-IT.
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. UW-IT 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 UW-IT’s Business Partners, specifically.
CSAT/PSAT are “backward looking” metrics, as they evaluate past experience.
UW-IT 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 UW-IT-provided technologies or services in the past 12 months, describe your OVERALL satisfaction level with UW-IT.”
| 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 UW-IT to support the needs of my team, department, or unit. My role depends on regular engagement with UW-IT.”
“Rate how much you agree or disagree with the following statements.”
| Statement | Score | Score Interpretation | Relevant UW-IT Strategy |
|---|---|---|---|
| UW-IT offers solutions that are secure | 4.42 | Aligned | Trusted Solutions Anchor |
| UW-IT offers solutions that are focused on outcomes | 3.92 | Functional | |
| UW-IT offers solutions that are accessible | 3.98 | Functional | |
| UW-IT offers solutions that I can trust | 4.19 | Aligned | |
| UW-IT understands my needs | 3.66 | Functional | You Get Me Relationships Anchor |
| UW-IT cares about my needs | 3.83 | Functional | |
| UW-IT offers solutions that fit my needs | 3.74 | Functional | |
| UW-IT demonstrates being invested – understanding the impact their work has on others | 3.96 | Functional | Core Values |
| UW-IT demonstrates being compassionate – recognizing that behind every inquiry lies a person seeking a meaningful experience | 3.91 | Functional | |
| UW-IT 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 UW-IT.”
| 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 UW-IT-provided technologies or services in the past 12 months, please select your OVERALL satisfaction level with UW-IT.”
| 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.
UW-IT 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).
UW-IT 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 UW-IT-provided technologies or services in the past 12 months, how easy was it to get what you needed from UW-IT?”
| 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 UW-IT-provided technologies or services in the past 12 months, how easy was it to get what you needed from UW-IT?”
| 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. UW-IT surveys our customers and partners (students, faculty, staff, researchers) across all three UW campuses to collect this feedback.
UW-IT 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.
UW-IT 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 UW-IT-provided technologies or services in the past 12 months, how likely are you to recommend UW-IT 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 UW-IT-provided technologies or services in the past 12 months, how likely are you to recommend UW-IT 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 |
Questions?
Contact us and mention the UW-IT Customer Analytics Team in your request.