1,600+ Responses from Voice of the Customer efforts

Over the next few months, the Great Service Team (GST) will be providing a series of updates on how we are progressing with the three pillars of our program (Voice of the Customer, Great Service Philosophy, and Training). For this month’s update we wanted to focus on the Voice of the Customer and share with you some results from the standardized customer satisfaction survey which was implemented in late May (see original announcement here)

During the development of the standardized customer satisfaction survey we consulted with Josh Morrill who informed us of the importance of keeping the survey short and concise. Therefore, we created the new survey with fewer, strategically chosen questions. This has resulted in an average completion time of only 90 seconds.

Continue reading “1,600+ Responses from Voice of the Customer efforts”

Phas3 Update

The User Services Phas3 Space Planning team is pleased to announce that we have completed our proposal for updating the shared User Services spaces in room B213, 1150A, and 1150B and have submitted it to Brandon and the User Services Leadership Team for review!  The proposal is composed of three different sections which provide low, medium, and high cost estimates for improving the space.  We are now working with the Leadership Team to make a selection that is both fiscally responsible and provides the maximum value for User Services team members.

We were also happy to share our proposal with DoIT’s COO John Krogman last week!  John was provided an overview of the Phas3 team’s work, as well as a tour of our spaces.  He was impressed by the team’s efforts, and made a commitment to User Services that the larger organization will help support our improvement efforts!

We hope to have some additional updates for the department by our next User Services All Staff Lunch on August 24.  As always, be sure to let the Phas3 Space Planning Team know if you have any questions, thoughts, or comments.  A list of all team members as well as project updates is available on our landing paging:


contributed by: Chris Poser, chris.poser@wisc.edu

Internship Team Prepares for the End

The summer has been filled with hard work, thrilling projects, ice cream, and an occasional bit of humor and sarcasm for this year’s internship cohort. The nine members of this year’s cohort have been creating improvements and leading projects in each of the departments within User Services. I’m positive everyone who is reading this article has been affected by their hard work.

The beginning of the program started off with the Adventure Learning Program, where the interns got to know each other, and some of their fears for those afraid of heights, a little better. The day on the low and high ropes course emphasized team work, communication, and trust within the group.

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Counting Inventory in the Tech Store: 1, 2, 3…


The Tech Store group counts all of its tangible inventory at the end of each fiscal year. This year was no exception. We received in over $9.5 million of inventory over the entire year which was a 10% increase over the prior year.

During the week of June 19, the Tech Store group counted over 19,000 items in 4 main locations (including our 3 Tech Store locations, and the Dayton Storeroom in B202) that contain 138 unique locators. (Locators are specific locations where product is placed within a main location.)

The Tech Store completes double counts of all the items in our Tech Store locations at Dayton, East Campus Mall, and at HSLC. Tech Store staff are paired up with a partner, a scanner, and a laptop, and scan in each item individually until all items have been scanned. Then, a second pair of staff counts the same items to verify that all of our counts are accurate.


Of the 19,137 physical products that were counted, 49 items required a 3rd count (a recount) because of discrepancies between the first two counts. This commonly happens when boundaries between individual locators are not clearly defined, or when product is misplaced or not where it would normally be.


In the Tech Store location at Dayton, Hannah Pringle and Brian Rucinski scanned the largest number of items of any team (1,364 items). Bret Vlach & Maggie Buday counted the second largest number of items (1,255).

Jeff Meyers spent over 11hrs across 6 days to complete the processing and reconciliation of all the counts. Jeff had to resolve 400+ discrepancies, which resulted in 130 adjustments.

The Tech Store will complete a post-project review of Inventory to find ways to improve it for next year!

A special thank you to the staff from Repair and Product Management for helping with Inventory counting this year.


Significant contributions for this article were made by Jeff Meyers & Lloyd Carter. Photographs were contributed by Dawn Karls

User Services Phas3 Space Planning Update: The FAQs are in!

The User Services Phas3 Space Planning team is happy to announce that we have created a FAQ on our project landing page!  The FAQ is composed of questions we received from the survey sent to User Services staff and students several weeks ago, along with questions that came up in our last round of small group engagements.


Please take a look if you’re interested in learning more, and be sure to check in with your Phas3 alderperson if you have any additional questions about the project.


contributed by Chris Poser

A Customer Appreciation Day Like Never Before


The Tech Store at 1210 W. Dayton on the morning of the Customer Appreciation Event

On May 18 the DoIT Tech Store held its biggest Customer Appreciation Day ever. Over 400 customers made a purchase that day. The majority of them went home with brand new MacBooks or iPads. Customers received an extra 8% off the already educationally discounted Apple products in the store. Customers who purchased Dell laptops received a $150 rebate, as well as a free backpack (while supplies lasted).

Tech Store staff were on-hand to provide customers with free new computer setups upon request. Many customers also checked-in their computers to the Tech Store Repair group for free data transfer (guaranteed ready in 1-business day) from their old computers to their new ones.

Overall, customers were friendly and patient and a pleasure to work with. The Tech Store attributes this to a Design Thinking initiative to improve the customer experience in the Tech Store by taking steps to reduce the chaos in the front of the store and improve the checkout process. (This same initiative changed the way the Tech Store is approaching SOAR this year.)


Customer Appreciation Days like this only come once a semester. They take weeks of planning. They require collaborative efforts from multiple teams including Product Management, DoIT Communications, the Help Desk, and the Tech Store (including the Logistics and the Repair teams).

Why it was so successful:

According to analysis by our Communications team, the single most successful marketing effort was an email blasted out to all faculty and staff on campus on May 9. This email garnered over 2,000 clicks back to our promo site. Back to back Tech News articles on May 3 and May 17 resulted in over 2,000 clicks back to our promo site, too. Other efforts including an Inside UW posting, a Tech Store banner on our website, and social media efforts on Twitter and Facebook, were moderately successful and contributed to the momentum up until the day of the event.

By the end of the day on May 18 the in-person orders in the Tech Store combined with the Help Desk orders had set a sales volume record in which they had more than doubled the sales volume of their busiest day prior to that.


Edward Hoover’s former office stocked with pre-ordered MacBooks, iPads, and iMacs


(Updated 6/15/2017 to incorporate the significant contributions from the Help Desk for the Customer Appreciation event. BV)