How Rosie’s Place set up IT feedback that runs on its own

Rosie’s Place, the first women’s shelter in the United States, brought its IT support in-house and wanted a reliable way to see how well it was working. They built a survey that gets sent the moment a ticket closes, and it began changing how the team works even before the responses started coming in.

At-a-glance:

• Organization: Rosie’s Place — Boston, MA
• Team size: ~110 staff supported by a small in-house IT team
• IT volume: ~180 tickets/month
• Survey motion: Post-ticket survey, triggered automatically at ticket closure
• With Simplesat since: October 2025

Bringing IT in-house

Rosie’s Place is a multi-service community center in Boston, founded in 1974 as the first women’s shelter in the United States. It offers women emergency shelter and meals, plus a food pantry, ESOL classes, legal assistance, wellness care, one-on-one support, housing and job search services, and community outreach.

All of this depends on staff being able to do their jobs reliably: logging in, reaching their files, moving information between departments. For years, Rosie’s Place handled IT through an outside provider. But over the past five years, they moved it in-house, and today a small internal team supports about 110 staff — devices and access, secure logins, and the daily fixes that keep work moving.

Carlos A., Director of Information Technology at Rosie’s Place, wanted a reliable read on how that support was performing as his team took on more work. The best moment to ask, he said, is right after a request is resolved.

Why Simplesat

Rosie’s Place looked at a few tools before picking one. What stood out about Simplesat was how quickly a team that is new to feedback could get a program running.

“The part that attracted me… the name says that it’s simple. Simple to use, simple to create. It was very easy to understand and… work with what you guys have built and make it our own.”
— Carlos A., Director of Information Technology, Rosie’s Place

Setting up a survey inside a live ticketing system takes some back-and-forth. The Simplesat team stayed hands-on throughout: building the survey with Carlos, refining it, and fitting it into the ticketing process Rosie’s Place was already using.

A survey that fits how tickets close

Carlos didn’t want the survey to be one more task that busy people could skip. He wanted it to run on its own.

Once a ticket moves to Closed, the setup emails a short survey to the person who opened the ticket, while the exchange is still fresh. Nobody has to remember to hit send.

It took a few rounds to get right; the survey went through several versions before the team was satisfied.

What changed before the data did

The response numbers are still low, but Carlos has already noticed a shift in how his team works.

“It motivates me and my team to be more proactive and more efficient when dealing with issues for sure. Some sense of accountability.”
— Carlos A., Director of Information Technology, Rosie’s Place

For a small team handling around 180 tickets a month, that change matters more than a score would right now. Knowing feedback is coming keeps everyone a step ahead of the work.

What’s next

From here, the plan is straightforward: let the survey run and gather enough responses to trust the pattern. In a few months, Rosie’s Place will have a real baseline to work from. From there, they will find new ways to improve their service.