What response rate can we expect with HappySignals, and how do you achieve it?

HappySignals is designed for high participation because the survey experience is lightweight and targeted, and the questions are optimized for IT support interactions. High response rates create trustworthy patterns across services and user groups—so you can act confidently instead of relying on occasional feedback.

Your IT metrics say performance. Your people say different.

Dashboards show uptime. SLAs show compliance. Sentiment tools show scores. But none of them show the full story.

HappySignals turns human experience into decision-grade data — so IT leaders can see what’s really happening, prove impact, and fix what matters most.

For ITSM

Go beyond CSAT, see more than the score and let AI help you analyse the results.

For DEX

Turn sentiment into action. Bring people data together with tech data.

CSAT is Not Enough - Webinar

Join on Tuesday, 24 February 2026, 16:00 CET│09:00 CT

Trusted by leading IT teams around the world

You’re tracking outputs. We show outcomes.

IT has never had more data. But decisions still rely on assumptions:

CSAT doesn’t explain why.
SLAs don’t reflect frustration.
Sentiment scores don’t tell you what to fix.
Telemetry doesn’t capture perceived lost time.

HappySignals connects experience to operational reality — so you stop guessing and start prioritizing.

Turn ITSM and DEX into one experience strategy

We’re not another survey tool. We’re not another DEX sentiment score.
We’re the IT Experience Management platform that connects end-user experience with productivity. So, IT can move from reactive firefighting to proactive, experience-led decisions.

IT Service Management (ITSM)

SLAs are green. Tickets are closed.
But employees still feel the friction.

HappySignals connects ticket-level feedback to services, categories, channels, reassignments, MTTR, and vendors — so you can see where trust erodes and time is lost.

From CSAT scores to decision-grade service health.

Digital Employee eXperience (DEX)

Devices are stable. Apps are up.
But sentiment says something’s off.

HappySignals turns employee sentiment into benchmarked, actionable experience signals — segmented by role, location, and workflow — so you know what to fix first.

From sentiment dashboards to productivity impact.

Users love us according to G2

- Updated Winter 2026 -

One platform. The whole experience.

ITSM and DEX measure different parts of IT. Employees experience them as one.

HappySignals connects both — with a standardized, benchmarked experience model built for decisions.

See the whole story

Go beyond a score. Understand the real reasons behind frustration — across services, devices, workflows, and teams.

Benchmark what good looks like

Validated surveys. External benchmarks.
Trend confidently across regions and functions.

Get response rates you can trust

Consistently high participation means reliable, segment-level insights — not just averages.

Segment experience meaningfully

Role. Location. Business unit. Support profile.
Find the pockets of friction others miss.

Let AI surface the themes

Thousands of comments summarized into clear drivers, root causes, and emerging risks — in real time.

Measure lost productivity

Turn experience into FTE impact and financial value. Prioritize improvements by business impact — not ticket volume.

Ready to deploy. Built for enterprise.

Measuring experience shouldn’t become a long survey project.

HappySignals is designed to go live fast — with proven methodology, ready-made surveys, benchmarks, and certified ITSM integrations built in.

No heavy design work. No constant tuning. No rebuilding reports.

Traditional CSAT tools create maintenance.
HappySignals creates decision-ready insight — from day one.

What you get out of the box

Research-backed surveys
Certified ITSM applications
Minimal setup and low admin overhead
ISO 27001:2022 certified, GDPR-aligned
Secured Microsoft Azure cloud with global data center options
Customer-owned experience data

Built for the leaders who shape IT experience.

Experience isn’t owned by one role. It runs across strategy, services, operations, and processes.

For CIOs

Lead with proof. Connect IT performance to productivity and business impact. Turn experience into measurable value.

For Service Delivery

Run services with one trusted view. Align SLAs, vendors, and employee experience — and see where time is really lost.

For Service Owners

Prioritize what truly matters. Link service performance to sentiment and lost time. Fix the few issues causing the most friction.

For Service Desks

Fix the daily friction. See which channels and ticket types frustrate users — and motivate your team with real feedback.

For Process Owners

Design processes that work in reality. Connect ITIL workflows to real experience. Improve handoffs, reduce rework, and remove hidden waste.

How the best IT teams achieve success

Our customers have increased end-user productivity by 26% using HappySignals IT Experience Management platform.

"Nestlé’s IT has a clear goal. We want to be recognized as a business partner in our organization."

– Osvaldo Santos, Nestlé

“IT is usually remembered for what breaks, but with this, we can finally celebrate what works.”

- Feisar Joya, Manager of the Service Management Office

"HappySignals is the same for CIOs that CRM is for Sales Directors"

– Chris Woods, ex-CIO, Campari Group

Your Trusted Partners in the Era of Experience

We partner with Global Systems Integrators, Managed Service Providers, Consulting and Implementation companies, who are forerunners with the ITXM Framework™ to help our customers to embrace human-centric experience management and achieve business outcomes.

Ready to drive Experience Management in your organization?

Let's talk!

Book a 30-min meeting to discuss your challenges and how Experience Management can help.

See how HappySignals Platform works

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IT Experience Management FAQs

CSAT is a single score captured at a single moment—usually after ticket closure. It doesn’t explain why people struggled, where time was lost, or which services, channels, or handoffs created friction. You can hit green SLAs and still leave employees blocked, frustrated, or rework-heavy.

SLAs measure process targets (like response and resolution time), not the effort employees spend chasing updates, repeating context, or being reassigned. A ticket can be “within SLA” while the employee experience is slow, fragmented, or unclear—so operational green can still feel red for the business.

Measure experience continuously and connect it to the operational reality behind it: ticket category, service, channel, reassignment count, resolution path, and timing. That’s how feedback becomes decision-grade—showing patterns, not anecdotes, and highlighting what to fix first for the biggest experience and productivity impact.

The best alternative isn’t “another survey score”—it’s experience measurement that adds context and comparability. Look for a standardized approach with benchmarks, consistently high response rates, and the ability to link feedback to services, c

You need to connect each experience signal to what happened during resolution: reassignments, delays, waiting time, unclear ownership, and channel friction. When feedback is tied to ticket data and segmented by user group, you can see which drivers repeat—and target the few changes that remove the most friction.

Ask people how much work time they felt they lost—and link that “lost time” to the tickets, services, and workflows causing it. This turns experience into business impact: you can quantify where productivity is being drained, prioritize fixes by impact (not volume), and build an ROI story leaders understand.

ITSM metrics describe operational performance (e.g., MTTR, SLA compliance). DEX telemetry shows device/app performance and stability. Experience data explains how it felt to the employee and what it cost them in effort and time—especially when connected to ITSM context so you can act.

Stop trying to improve “the average” and focus on the highest-impact friction. Segment experience by service, channel, and user group; identify the operational drivers behind negative experiences; then remove repeat handoffs, clarify ownership, and target automation where it reduces employee effort—not just ticket handling time.

HappySignals is built specifically for IT experience management—not generic surveying. It combines consistently high response rates with ITSM context, so feedback isn’t just a score: it’s linked to tickets, services, channels, and operational drivers. That means you can prioritize the fixes that measurably improve experience and productivity.

HappySignals integrates with your ITSM data to attach experience feedback to what actually happened during support: service and category, channel, ticket flow, ownership changes, and timing. This turns “people are unhappy” into a clear picture of where friction happens—by service, team, vendor, or workflow.

HappySignals captures perceived lost time directly from employees and connects it to the tickets and services that caused it. This makes experience comparable and actionable: you can quantify where time is being lost, identify recurring drivers, and prioritize improvements based on business impact—not just ticket volume.

Most teams start seeing actionable insights quickly, in days, because HappySignals connects experience signals to existing ITSM data and highlights the biggest drivers of friction. Early value typically comes from identifying where reassignments, waiting, or channel choices are creating repeat pain—and fixing the few things that move the needle fastest.

Yes. HappySignals provides benchmarking so you can see how your experience compares and where gaps are most meaningful. Benchmarks also help leadership conversations: instead of debating whether a score is “good,” you can compare trends and prioritize improvements with context.

Yes. HappySignals complements ITSM and DEX by adding the missing layer: how employees experience support and what it costs them in effort and time. ITSM tells you what happened operationally, DEX shows device and app performance, and HappySignals connects experience to the operational drivers so you can take targeted action.

Implementation is straightforward: connect HappySignals to your ITSM data by installing the platform specific application (ServiceNow Store for example), select the experience areas you want to measure, and start collecting experience signals. Because it’s designed to use existing operational data, the workload is focused and practical—so teams can move from setup to insights without a heavy internal project.