Case Study: Nottingham Trent University achieves 96% customer satisfaction with Zendesk Support

Nottingham Trent University transforms IT process with Zendesk CX

Nottingham Trent University (NTU), a campus of 26,000 students and 2,500 staff, was struggling with a fragmented, hard-to-measure support operation: a slow, costly legacy system, unclear problem reporting, and support roles spread across departments that let requests fall through the gaps despite handling roughly 300 tickets a day. Leadership needed a solution that would be quick to implement, provide visibility, and improve collaboration across IT, Library Services, Student Services, Estates and other teams.

NTU implemented Zendesk Support in two months and rolled it out to 257 agents, using mobile apps, FAQs, forums and social integrations to create a one-stop support hub. The platform boosted cross-department collaboration and self-service, improved business continuity, and delivered measurable results: service satisfaction consistently between 96–100% (with ~40% survey response), documented cost savings versus the old system, and concrete operational wins such as reduced print-shop queues and 92% satisfaction during peak deadlines.

Nottingham Trent University

Mike Day

Director of Information Systems