Not them, but I worked at a University in their IT dept, and our chief metric was solely 'customer satisfaction' (and 'customer' meant 'faculty'). We almost nev

Not them, but I worked at a University in their IT dept, and our chief metric was solely 'customer satisfaction' (and 'customer' meant 'faculty'). We almost never wanted to pass tickets, because that tended to make the 'customers' upset. They wanted white glove service, and that's what they got. It also meant that some people had "forever tickets", that were a continuous series of tacked-on asks by the same faculty member. HigherEd IT can be crazy (and crazily-laid back).