17. What is the single most important thing Blackboard can do to create a better client experience for your institution?

Provide successful workarounds or bug fixes to the identified issues in a timely manner. A timely manner means within 5 days to the user and 180 days to me. By the end of 5 days, the affected users have given up on ever getting a solution. We know we have lost that user ever giving us the benefit of the doubt about our service again. We only keep the ticket open in hopes of preventing the same issue from happening to another user and losing them as well.

All you other Blackboard customers out there. What did you put here? Or any of the other freeform answers. If you didn’t get to do the survey, then what would you have liked to put there?