Helsinki, April 16, 2024 – HappySignals, a leader in human-centric experience management for IT, has released the full 2023 version of its Global IT Experience Benchmark Report. This highly anticipated biannual report aims to provide insights and benchmarks for in-house and outsourced IT service providers, helping them to identify areas of improvement and enhance the overall IT experience for end-users.
The report, which is based on 1.86 million pieces of end-user feedback collected between January and December 2023, reveals some key insights into the current state of IT experiences in organizations around the world. One of the most significant findings is the impact of IT support services on the overall IT experience. The report shows that IT support services have the most significant positive impact, highlighting the importance of providing efficient and effective support for end-users.
Another critical aspect of the report is the impact of incident handling on end-user happiness. The report found that the average happiness with incident handling is +79, with an average loss of 3 hours and 12 minutes per ticket. However, each time a ticket is reassigned, end-user happiness decreases by more than seven points, resulting in an average loss of 1 hour and 46 minutes of work time. This highlights the importance of minimizing ticket reassignments to ensure a positive end-user experience.
Furthermore, the report shows that the attitude of IT personnel plays a significant role in how end-users perceive IT. A majority of end-users indicate that IT personnel’s attitude is a reason for positive experiences. Additionally, the report highlights that 80% of the lost time with IT incidents still comes from only 13% of tickets, emphasizing the need for targeted improvement actions.
The report also sheds light on the impact of service request handling on the overall IT experience. The average happiness with service request handling is +84, with an average loss of 3 hours and 16 minutes. The report also highlights the lowest-scoring IT areas in the Overall IT Experience, including Enterprise Applications, Mobile Devices, and Laptops and Computers.
One of the most interesting findings of the report is the difference in end-user satisfaction between outsourced and internal service desks. Despite losing less time with internal service desks, end-users report higher levels of happiness with outsourced service desks (+80 versus +79). This highlights the need for internal IT organizations to improve their services to meet the standards set by outsourced service providers.
The report also highlights regional differences in IT support experiences. While Western European end-users score incident resolutions 6 points lower than North American end-users, they still lose almost 1 hour more work time per incident. Similarly, North American end-users score service requests 4 points lower than Western European end-users and perceive losing 3.5 hours more per request.
Sami Kallio, CEO of HappySignals, commented on the insights of the report, saying, “Experience data and insights are now vital to the IT leadership management tool kit. Leaders have moved beyond using experience data to simply increase IT service desk performance to leverage the insights to improve strategic decision-making and evolve the corporate IT service provider to better meet business and employee IT enablement needs.”
The report also provides insights into how the experience data is gathered, with the HappySignals IT Experience Management Platform connecting with operational data from customers’ IT service management platforms. The platform uses surveys to collect data on Happiness, Productivity, and factors influencing the end-user experience.
To download the full report, please click here.
HappySignals is a leading SaaS company for IT Experience Management, empowering enterprises to improve employee experiences. Founded in 2014 and based in Helsinki, Finland, HappySignals aims to help IT leaders understand the experiences they deliver to end-users across all IT services. Customers have been able to make employees happier and increase productivity by 26%. For more information, visit www.happysignals.com.
Media Contact:
Eva Taskinen
eva.taskinen@happysignals.com
Derick is an experienced reporter having held multiple senior roles for large publishers across Europe. Specialist subjects include small business and financial emerging markets.