Information technology received the highest satisfaction rating among all administrative service areas at UW–Madison in the university’s 2024 Administrative Quality Satisfaction Survey.
With a stellar 4.08 rating on a 5-point scale, IT not only topped the charts but also showed steady improvement from its already strong performance of 3.98 in 2022. Nearly 6,000 employees weighed in on IT services—more than any other administrative area except human resources.
“Respondents were overwhelmingly positive in their comments regarding IT services,” according to the report authors. “Individuals appreciated the responsiveness and helpfulness of IT professionals in providing support.”
IT demonstrated strong performance across all service delivery models. Employees highly rated both central IT services (4.00) and local departmental support (4.13). This balanced performance across different service levels reflects the commitment of university IT professionals to maintaining quality standards throughout the organization.
The secret sauce: responsiveness and security
What’s driving IT’s success? Employees consistently praise IT professionals’ rapid response times and helpful approach to problem-solving.
“IT professionals have been effective in implementing cybersecurity and data privacy measures,” survey respondents noted, with many highlighting continuous improvements in training and communication.
Graduate assistants emerged as IT’s biggest fans, giving services a 4.16 rating — the highest among all employee groups. Academic staff (4.10) and university staff (4.07) weren’t far behind, while faculty, though more critical across all university services, still rated IT positively at 3.80.
The survey showed improvements over 2022 findings across the board in application development, educational technologies, infrastructure and operations, user support, and security and privacy. User support received the highest praise of any IT service with an average satisfaction rating near 4.2.
This chart compares satisfaction scores across 6 IT service areas on a 5-point scale (1=very poor, 5=excellent). User Support received the highest 2024 score, followed by Educational Technologies, Security/Privacy, Infrastructure and Operations, Application Development, and Other. All areas except Other scored at or above 4.0 in 2024 and improved over the corresponding 2022 rating.
Employee wish list: deeper training and faster fixes
Despite the accolades, employees also shared areas where IT services could improve, including:
- Cybersecurity training that goes beyond the basics: Employees want comprehensive cybersecurity training that dives deeper than surface-level awareness. Many called for “refresher” options instead of mandatory repeat courses every year.
- Communication in real-time: While IT excels at support, employees want better early communication of system updates and changes, especially for Mac users who feel left behind in current communications.
- Support during off-hours: Evening class instructors and students need IT support that matches their schedules, pointing to an opportunity for extended service hours.
- High-tech classrooms: Aging technology in teaching spaces remains a pain point, with outdated equipment sometimes undermining the learning experience.
Building on success
The results demonstrate that excellent IT service isn’t just about fixing problems quickly (though that helps). It’s about building relationships, anticipating needs and continuously evolving to meet the university’s evolving needs.
For IT staff, these results validate their hard work and provide a roadmap for future improvements. In an era where technology underpins nearly every aspect of operations, IT’s satisfaction leadership positions IT professionals as true partners in the university’s mission.