Measuring and Improving Customer Satisfaction with IT

Wednesday, October 31 | 3:30PM–4:15PM MT | Mile High Ballroom 4C/D, Ballroom Level
Session Type: Breakout Session
Delivery Format: Interactive Presentation
Customer satisfaction is arguably the most important metric by which any business can measure itself. In 2016, Emory University embarked on an initiative to gauge customer satisfaction with IT services. This presentation will outline the methodology and lessons learned from our ongoing journey to improve engagement with IT across the enterprise.

Outcomes: Explore methodologies for and benefits of evaluating customer satisfaction with IT services across the enterprise * Recognize the impact of a dedicated customer services team on institutional success with IT resources * Construct a plan for measuring and evaluating customer satisfaction at your institution


  • Jason Brewer

  • James Leonard

    CIO, Rollins School of Public Health, Emory University

Resources & Downloads

  • Customer Relationship Improvement Worksheet

    Updated on 11/26/2019