NEWS: UC Office of the President IT Client Services Earns Top Customer Satisfaction Rating Among Higher Education Peers

In 2024, UC Office of the President’s IT Client Services (ITCS) team showcased exceptional survey results, achieving high satisfaction ratings within their key service areas: Senior Management Support (93%), Telecom Services (92%), and Technology Support (86%). These results highlight ITCS’s dedication to operational excellence, customer service, and innovation.

Performance Highlights

Notably, ITCS scored 4.22 out of 5.0 in overall satisfaction, and earned near- “Excellent” ratings in helpful staff (4.36), knowledgeable staff (4.33), and problem resolution (4.28).

Category	2022	2024
Overall Satisfaction	3.87	4.22
Understands Needs and Requirements	3.87	4.19
Accessible to Customers	3.99	4.28
Responds in an Acceptable Time	3.83	4.23
Effective Advice, Support, and Guidance	3.88	4.27
Problem Resolution	3.91	4.28
Knowledgeable Staff	4.06	4.33
Helpful Staff	4.08	4.36
Effective Website Usage	3.77	4.14
Positive Direction	3.83	4.23

Ratings range from 0 – 5 with a 3 or higher being “good” and a 4 or higher being “excellent.” The chart above shows how the team performed. The team achieved improvements in every category.

ITCS’s success is validated through a professional survey widely used by academic institutions across the U.S.

“These results didn’t happen by accident. They reflect a deliberate mindset and intentional approach to understanding and meeting our customers’ needs. We prioritize listening, adapting, and consistently delivering exceptional service.” – Shirley Bittlingmeier, Executive Director IT Client Services

Key Data Insights

The survey findings offer valuable insights into ITCS’s strengths and opportunities for improvement. With scores consistently in the “Good” (3.60–4.29) and “Excellent” (above 4.30) ranges. ITCS’s progress places them among top performing peer institutions.

ITCS’s combined Net Promoter Score (NPS) for the three service areas surged from 14 in 2022 to 44 in 2024, reflecting growing customer enthusiasm and loyalty. Based on the question, “How likely are you to share a positive impression of IT Client Services?”, this leap places ITCS firmly in the “Good” range and nearing “Excellent.” The increase highlights ITCS’s ongoing commitment to improving the customer experience.

“We’re proud of these numbers, especially given the challenges of supporting a hybrid work environment. It speaks to our team’s adaptability and focus on understanding customer business needs. This mindset is key to our success.” – Shirley Bittlingmeier, Executive Director IT Client Services

Customer Voices: Stories of Excellence

ITCS’s proactive and responsive approach to service is evident in customer feedback:

“ITCS made my remote onboarding seamless. My equipment arrived ahead of schedule, was configured perfectly, and the team followed up to ensure everything worked smoothly. Their support was exceptional.”

“The team defines customer service excellence. I can rely upon them for thoughtful guidance and follow-up. Their follow-up time is amazing—even when I assure them that there is no rush.”

“The team is so helpful and super professional. They are a delight to work with! They are open to problem-solving and do a great job of communicating!”

Intentional Improvements: Meeting Evolving Needs

ITCS’s success stems from a deliberate focus on innovation, efficiency, and customer service improvements. Recent initiatives include:

Proactive Onboarding Support: Streamlining equipment delivery and virtual setup for remote and hybrid employees.

Self-Service Tools: Launching a login feature for password resets, reducing call volume and freeing up staff to focus on critical issues.

Ask ITCS Zoom Channel: A real-time support hub fostering community problem-solving, enabling customers to help each other while ITCS provides timely updates.

IT Operations Council: Establishing a monthly forum for departmental representatives to share feedback on IT initiatives and projects.

Continuous Improvement: Sustaining Excellence

Despite excelling in areas like helpful and knowledgeable staff, the team continues to focus on opportunities for growth, such as understanding departmental needs more deeply and enhancing proactive solutions.

“The ITCS team are the unsung heroes of UCOP. They don’t just solve problems; they pave the path for sustained excellence. These satisfaction scores recognize their dedication, their grit, and their essential role in keeping the wheels of innovation turning at the most innovative university system in the world.” – Van Williams, UC Chief Information Officer

Looking Ahead: Building on Success

IT Client Services remains committed to continuous improvement, leveraging data and customer feedback to further refine processes and exceed expectations.

“We’re not stopping here. We’re looking at ways to deepen our understanding of customer needs, improve collaboration, and create even more efficient processes. These survey results show that our customers recognize and value the work we do, and we’re only getting better.” – Shirley Bittlingmeier, Executive Director IT Client Services

With their unwavering dedication, ITCS continues to set a benchmark for excellence, empowering UCOP staff to thrive and contribute to the University of California’s mission. ITCS expresses its gratitude for customer support and feedback, which remain central to its journey toward innovation and excellence.

A huge thank you to the UC Office of the President Operations team for including ITCS in the survey evaluation.