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Discover the latest findings from the Global IT Experience Benchmark H1/2023
This report presents the findings from 860,339 end-user responses in over 130 countries. Discover our latest ITSM benchmarks as well as insights into response rates and the relationship between Time to Resolve and end-user perceived lost time with IT incidents.
If you're a CIO, IT Leader, Experience Owner, or Service Owner, you need to understand what the word "experience" refers to in contexts of DEX, XLA and other three-letter acronyms.
End-user perceived lost work time per reassignment has increased, increasing the importance for IT to understand the impact of reassignments.
Response rates vary significantly across countries, providing valuable insights into where end-users may not believe their feedback matters.
The faster tickets are solved the higher the response rate. Our data shows a linear relationship between how long a ticket is open and response rates.
For the first time, remote work satisfaction surpasses IT service satisfaction, indicating strong end-user appreciation for remote work capabilities and benefits.
To navigate this landscape, IT organizations must first define and measure the user experience. At HappySignals, we prioritize a human-centric approach, where the end-user's perspective takes precedence. This perspective is similar to the experience of taking a car to the garage for a warning light and returning to find it fixed — for the end-user, the experience is the end-to-end view, while the diagnostic and resource planning steps are for internal purposes.
In the world of internal IT, users often lack choice in which technologies and services they can use. This means certain telemetry-based metrics, like usage time, etc, don't always indicate more than how long the application was used. Just because someone uses an application extensively doesn't guarantee a positive experience. Maybe the end-user didn't know how to use the application correctly, and that was the reason for the long time of use. We believe a human-centric IT experience approach helps drive better decision-making and highlights improvements that matter most to end-users. While process and technology analysis play a role, they can't replace direct end-user feedback.
Choosing to prioritize understanding end-users means asking end-users how they feel, preferably on a continuous basis, to get a steady stream of experience data. It means asking for feedback from end-users, which means many can and sometimes will choose not to provide feedback. This is why response rates are often a topic of discussion when new customers are getting onboarded.
Some feel that the reliance on end-users to provide feedback can be replaced with process and technology data, omitting end-user feedback for XLAs. We believe this can and has already started to lead to "XLA Watermelons," which are similar to the symptoms that created the need for the "experience movement" in the first place.
This was recently highlighted by Gartner when studying how XLAs currently work when engaging with IT service providers. Gartner stated:
"... (IT) providers often disguise legacy SLAs as XLAs for clients, driving the wrong perception about the effectiveness of XLAs."
Clients often lack a proper understanding of what an XLA is and, therefore, are unable to articulate their requirements properly, leading to uncertainties and dissatisfactions related to implementation.
It can sound cliché, but humans are still the best sensor when evaluating the actualquality of IT experience. While technology metrics and data analysis can provide valuable insights, they can never fully capture the nuances and emotions that users experience. The subjective feedback from end-users is essential to understand how IT services are truly perceived and utilized.
By prioritizing the voice of the end-user, organizations can gain a deeper understanding of their needs, frustrations, and expectations. This enables IT decision-makers to make informed choices that align with the actual user experience, leading to improvements that matter most to the people using the technology.
Choosing a human-centric IT experience acknowledges that technology alone cannot fully capture the user's perspective.
We hope that this benchmark report can help you, as representatives of IT organizations, better understand how you can improve your IT experience in alignment with end-user needs and expectations.
The Global IT Experience Benchmark H1/2023 Report presents and analyzes data from 860,339 end-user responses collected through the HappySignals IT Experience Management Platform between January and June 2023.
On this webpage, we primarily included the 2023 data along with a few selected trends over a longer period of time.
Our benchmark data is collected from all HappySignals customers. These include large enterprises, as well as Managed Service Providers (MSPs) who use the HappySignals Platform with their customers – enterprises and public sector organizations.
Around 60% of HappySignals customers are using Outsourced Service Desk providers.
All responses are from IT end-users – employees using internal IT services – and reflect their feelings and perceptions about IT.
HappySignals IT Experience Management Platform connects operational data (e.g. from customers’ IT service management (ITSM) platforms) with continuous survey data from end-users about Ticket-based IT and Proactive IT areas.
Ticket-based IT (Incidents and Requests):
End-user responses are immediately collected when tickets are resolved. Surveys are sent after each ticket, asking end-users to accept the resolution by giving feedback about their experience. The average response rate for HappySignals customers in 2023 is around 22%, with variations between different companies and geographies.
Surveys are sent proactively to end-users about Proactive IT areas (e.g. Overall IT Experience, Enterprise Applications, Laptops and Computers, Remote Work, Office Environment) rather than in connection with tickets. These surveys can be scheduled to target relevant end-users at optimal frequencies, enabling continuous measurement of non-ticket-based IT areas.
End-users rate how happy they are with the IT area being measured (e.g. recent ticket-based service experience, Enterprise Applications, Mobile Devices, etc) on a scale from 0-10.
HappySignals then calculates the % of 9-10 scores - % of 0-6 scores = Overall Happiness (a number between -100 to 100).
End-users estimate how much work time they lost due to the IT touchpoint being measured.
End-users select from a list of suggested reasons – which we call Factors – that influenced their Happiness rating. Multiple factors can be selected. These factors could be seen as experience indicators, a term also used in the IT Experience Management area.
The surveys automatically tailor the factors shown to each end-user depending on what IT area is being measured and whether the Happiness rating given in the first question was positive, negative, or neutral. Examples of factors include “It was difficult to know where to start” (Ticket-based Services) and “Applications are too slow” (Enterprise Applications).
|Overall IT Experience
|Collaboration with IT
|Laptops and Computers
NB! Numbers may vary from the last report due to data quality improvements, which have been applied to historical data as well for better comparability. Scores are calculated with the same mathematical model as NPS. (Read about What is the difference between NPS and HappySignals?)
What is the business impact of ITXM on the Overall IT Experience?
One of the common mistakes is assuming which IT touchpoints make IT end-users happy. New customers are often surprised by the touchpoints highly rated by their end-users. Contrary to popular belief, IT services are frequently among the most highly rated IT areas.
If the goal is to enhance the overall employee experience with digital technologies, it's crucial to be aware of which areas are liked the most and the least.
Real-time experience data across different IT touchpoints provides valuable insights that facilitate conversations between IT, HR, and business functions.
Having a comprehensive understanding of the IT experience enables the company to allocate resources based on employee feedback data rather than the gut feelings of leadership team members. This, in turn, leads to a higher success rate in digital transformation projects.
The Overall IT Experience survey is an alternative to annual IT surveys. It provides continuous insights into how people generally feel about IT and the amount of time end-users perceive as lost each month due to IT-related issues. After end-users provide their scores on a scale of 0 to 10, they're asked to identify which specific aspects of IT influenced their ratings.
Below, we present the findings of the areas that end-users selected as contributing factors for their given scores. This data offers a quick and digestible view of the factors shaping end-user perceptions of IT services.
Based on the percentages of factors selected by end-users giving a neutral score (7-8) for IT service management, we see some differences compared to the positive scores.
Based on the percentages of factors selected by end-users giving negative scores (0-6) for IT service management, here are some conclusions you might draw:
End-user happiness with IT services is an outcome influenced by a combination of factors, including both people and processes. The quality of IT support services largely drives positive experiences, the attitude of IT personnel, and effective communication and training, highlighting the paramount role of the human element in delivering satisfactory IT services. However, the analysis also reveals that hardware and software-related concerns, such as Computers & Equipment and Work Applications, are equally vital in shaping both neutral and positive experiences.
In neutral experiences, the focus shifts to maintaining a balance between addressing hardware and software issues while ensuring the quality of IT support services. This suggests that neutral satisfaction is a result of addressing both people-centric and process-centric factors, emphasizing the significance of both the human touch and effective operational procedures.
In contrast, negative experiences are primarily process-related, with IT support services, hardware problems, and software applications playing central roles in shaping dissatisfaction. This highlights the critical need for process improvement, but it doesn't negate the importance of the human element in delivering IT services.
Ultimately, IT service management needs to consider a holistic approach to ensure a positive IT experience for end-users in a large enterprise setting.
Differences between regional differences for incidents and requests
We observe interesting regional differences between how the numbers vary between incident and request Happiness and Lost Time.
These numbers appear to suggest that Western European end-users are more demanding in handling incidents, but North American end-users have higher expectations for requests. We’ll continue to track these numbers and report more in-depth in future reports.
Findings for regional differences in experience with resolved requests
Different cultures perceive and evaluate IT services in different ways. A specific score in one region is not directly comparable to the same specific score in another region. Having comparable benchmark data helps set expectations and provides an external angle for a better understanding end-user experience.
How to use this information in practice
IT service desk leaders can compare the scores to the country benchmark data to choose which countries to focus on. Using the comparison to benchmark data (in addition to internal averages) can help avoid pushing agents towards unachievable goals or reversely avoid getting too comfortable in regions where higher scores are culturally more common.
Understanding the variation in IT survey response rates across different countries provides a perspective that the overall average fails to capture. These variations can be attributed to cultural differences, local work dynamics, and user expectations. Taking these considerations into account allows you to work specifically on communication methods and support approaches to encourage end-users to provide feedback. Making sure end-users know their feedback actually matters is the best way to drive higher response rates.
In simple terms, if the survey recipient doesn't believe the response to make a difference, then the motivation to fill out the survey will be low.
McKinsey studied this in more detail in this article and they conclude:
"A common belief is that survey fatigue is driven by the number and length of surveys deployed. That turns out to be a myth. We reviewed results across more than 20 academic articles and found that, consistently, the number one driver of survey fatigue was the perception that the organization wouldn’t act on the results."
Therefore, when looking at response rates across different countries, we encourage you to consider if the end-users in low response rate locations really feel that their voice matters as much as those in high response rate countries.