Research administrators (RA) at institutions of higher education (IHE) provide critical support to faculty throughout the lifecycle of research, which include developing research, applying to funding opportunities, managing awards through closeout, and maintaining compliance. Fulfilling these tasks requires well-developed RA processes and clear customer service pathways for faculty. Metric collection on faculty satisfaction provides insight to how RA infrastructure is successfully supporting research and areas needing improvement. In 2019 RAs were surveyed on faculty satisfaction metric collection practices regarding processes and customer service, and if these metrics influenced change. After this initial data collection, the COVID-19 pandemic started and temporarily changed how research was performed, further impacting RA processes and customer service with mandatory remote work. Three years after the start of the pandemic, a survey was distributed to RAs to compare results and understand how COVID-19 impacted the collection of faculty satisfaction metrics. Results showed during the height of the pandemic there was not an increase in metric collection, however, within the last year of the pandemic, when RA offices were looking forward to a new permanent normal, there was a surge. The pandemic changed "where" faculty support was provided with initial necessary remote work; data showed permanent changes to the RA work environments with maintaining hybrid and fully remote work after the shutdown had ended across different types of offices and IHE sizes. COVID-19 impacted research, and this study examines how it impacted collecting faculty satisfaction metrics when RA offices were forced to pivot processes and customer services.