Thank you to everyone who participated in this year’s Survey of Administrative Services. Your insights help us align ITS services with the needs of our students, faculty, and staff. I’m pleased to share this summary of the 2024 findings. 

Survey Participation and Satisfaction Trends

This year, 266 community members responded to the survey to provide invaluable feedback. Overall satisfaction reached 4.42 on a 5-point scale—the highest we’ve ever seen—demonstrating strong, positive growth.

Staff and Service Quality

Across all service areas, including staff courtesy, professionalism, knowledge, and timely resolution, satisfaction has trended upward. These results reflect our commitment to providing responsive and reliable support that meets your needs and resolves issues to your satisfaction.

Communication and Access to Resources

Satisfaction with communication and support services continues to rise as well. Respondents reported improvement in key areas, such as having the right tools, accessible training, regular updates, and clear communications on technology changes.

Please note that our Internal Site has been updated with new information on ITS policies, project management, cybersecurity awareness, and more. We’ll continue to keep you informed about the status of your tickets and upcoming changes to campus technology. This is a key priority area for us in the coming year, and we are committed to ensuring you stay updated on all developments.

Commitment to Core Values 

We’re also pleased to see that satisfaction with how ITS embodies Drake’s core values—joyful accountability, generosity of spirit, all in this together, and commitment to mission—continues to grow. These values guide our approach to service and foster collaboration across campus.

Looking Ahead

We’ll use your feedback to guide future improvements, focusing on effective training options, clear communication, and seamless service. Thank you for your engagement and trust in ITS as we work to provide reliable, responsive technology solutions for our campus.

In addition to the annual survey, we gather regular feedback through ticket surveys sent after each support interaction. This continuous feedback loop helps us quickly identify and address issues while validating trends seen in the annual survey, such as improvements in staff professionalism and communication. Your responses to these surveys enable us to respond promptly and effectively to your needs year-round.

If you have additional feedback or questions, please reach out. Together, we’re building a better ITS experience for everyone.

—Keren Fiorenza, ITS