Near the end of every Spring semester, ITSO will conduct an annual user satisfaction survey to solicit feedbacks from staff and students on various ITSO services. This has been a very important exercise in our IT service management framework emphasizing continuous service improvement. Namely, the survey helps us learn directly and objectively whether the services provided do meet our users’ needs, and identify those areas that need improvement or enhancement. These feedbacks have been helping steer the upcoming development of the campus IT infrastructure and services.