Helsinki March 1, 2023 – HappySignals, the leading provider of user-centric experience management for IT and creator of the IT Experience Management (ITXM™) framework, was released today The Global IT Experience Benchmark Report (H2/2022). This semi-annual global benchmark report shares aggregated insights into different aspects of enterprise IT performance – for both in-house and outsourced IT service providers – to inspire organizations to focus their continuous improvement efforts on what matters most.
If you’re a CIO, IT leader, or service owner who needs to deliver great IT experiences to end users in 2023, you need to start making informed decisions about improvement based on experience data. These superior experiences that result will lead to better business operations and outcomes, ultimately improving the company’s bottom line.
The highlights of the global IT experience benchmark
In the latest Global IT Experience Benchmark Report, some of the key experience insights are as follows:
- Ticket-based services (incidents and requests), collaboration with IT, and remote work remain the top-ranked areas of IT.
- Employees rate remote work +37 points higher than their office environment, although they feel they lose more time working remotely than problems related to the office environment.
- IT support skills are important to what end users think of IT as a whole. End-users most frequently selected IT support services (60%) and IT staff attitude (53%) as factors contributing to their positive overall rating of the IT experience. At the same time, 69% of respondents indicated that this was a factor contributing to their poor rating.
- End-users in Western Europe are still the most critical of incident handling by their IT service providers (score +72), although they lose less time (2h41) than end-users in other regions.
- South American end users are the most satisfied with incident handling by their IT service providers (+89), although they lose more time than end users in all other regions except Africa.
- End-users in North America are the least satisfied with service requests, reporting that they spend twice as much time on service requests as end-users in Western Europe.
- 79% of customer service desk teams now have experience goals, while 18% have not yet set one.
- Customers are stopping service provider penalties, with this usage falling from 87% in 2020 to 52%.
- 89% of customers identify areas for improvement based on experience data.
- 89% of customers agree that happier end users are a key benefit of experience management. 64% cite better focus from IT teams, better data-driven decision making, and more engaged IT staff.
- 80% of employee-perceived time wasted on IT incidents comes from just 13% of tickets.
- Every time a ticket is reassigned, end-user satisfaction drops by nearly eight points, and end-users perceive that they lose an average of 1 hour and 49 minutes of work time per additional reassignment.
These insights are based on 1,642,555 end-user feedbacks collected between January and December 2022 from customers using the HappySignals IT Experience Management Platform. These customers include large corporations, public sector organizations and managed service providers (MSPs) that use the HappySignals platform with their customers. About 60% of HappySignals’ customers use outsourced service desk providers.
It’s important to understand that these insights apply to organizations that are already investing in improvements to solve end-user experience issues, and not to “average” IT organizations that still rely on traditional IT metrics.
“In recent years, customers have moved from small service desk improvements to larger budget decisions based on experience data. I believe this is the future of experience management – using the experience data for IT decisions.” said Sami Kallio, CEO of HappySignals.
How the experience data is collected
HappySignals’ IT Experience Management Platform connects operational data from customers’ IT Service Management (ITSM) platforms. HappySignals surveys ask questions about:
- Happiness: End users indicate on a scale of 0-10 how satisfied they are with the measured IT area (e.g. recent ticket-based service experience, enterprise applications or mobile devices). The NPS model is then used to derive the satisfaction rating.
- Productivity:where end-users estimate how much working time they have lost, i.e. productivity, due to the measured IT area.
End users can also select the factors that influenced their satisfaction rating from a list of suggested reasons.
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About HappySignals
HappySignals is the leading SaaS company for IT Experience Management, empowering organizations to transform their culture to become more open, results-oriented and data-driven. The HappySignals platform enables IT leaders to get real-time visibility into the experiences they are delivering to end users. With HappySignals, customers can make informed decisions that increase employee satisfaction and productivity.
HappySignals was founded in 2014 and is based in Helsinki, Finland. HappySignals discovers the experiences of over a million employees in 130 countries. Our customers have seen employees happier and increased productivity by an average of 26%. For more information visit www.happysignals.com.
media contact
Eva Taskinen
Vice President Marketing
eva.taskinen@happysignals.com
+358 -40 -552 9084
