Case Study: Metropolitan Water Reclamation District achieves greater customer satisfaction and service visibility with Samanage

CSAT Surveys Help Craft a Service Strategy for MWRD

The Metropolitan Water Reclamation District of Greater Chicago (MWRD) is a large government utility operating seven locations across Cook County and supporting over 2,000 employees. Its IT organization inherited an antiquated help desk with roughly 500 open tickets, poor monitoring, and no transparency for users—creating an urgent need to connect employees to IT, track requests, and establish accountability.

MWRD implemented Samanage’s employee service portal, incident management, service catalog and SLAs, and began using CSAT surveys for real-time feedback and mandatory follow‑up on negative responses. The result was clear visibility into ticket status, faster response and resolution targets (1‑hour response, 2‑hour resolution, 3‑hour goal), high survey response rates with a 95% satisfaction target, better budget forecasting from catalog data, and overall improved communication and service delivery.

Metropolitan Water Reclamation District

John Sudduth

Director of IT