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Discover the latest findings from the Global IT Experience Benchmark H2/2022
In total, 1,642,555 end-user responses in over 130 countries were collected and analyzed in 2022. In this report, we focus on Overall IT Experience of enterprise end-users and IT Experience Management maturity among our customers.
If you're a CIO, IT Leader, Experience Owner, or Service Owner wanting to make informed decisions based on experience data, this report is for you.
IT Support services have the most significant impact on the Overall IT Experience of end-users
The key benefits of IT Experience Management are happier end-users, focused IT teams, better decisions, and more motivated IT employees
Fewer sanctions are linked to service desk KPIs than two years ago
More than 30% of companies have or plan to start creating an Experience Management Office (XMO)
Service Portal happiness has increased +22 points in the last year.
Insights about the global IT experience for Enterprise end-users across different touchpoints.
5.1 IT incidents
5.2 IT incident factors for happiness
5.3 IT incident channel distribution
5.4 Ticket reassignments
5.5 IT Support Profiles
5.6 IT Requests
5.7 IT Request channel distribution
5.8 IT Request factors for happiness
The Global IT Experience Benchmark H2/2022 Report presents and analyzes data from 1,642,555 end-user responses collected through the HappySignals IT Experience Management Platform between January-December 2022.
On this webpage, we mainly included the 2022 data and a few selected trends across time (from before H2/2022).
Our benchmark data is collected from all HappySignals customers. These include large enterprises, as well as Managed Service Providers (MSP) who use the HappySignals Platform with their customers – enterprises and public sector organizations.
About 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’ 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 collected immediately 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 is around 25-30%.
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.
Data about IT Experience Management Maturity and ways of working:
This report includes some analysis of ITXM maturity among HappySignals customers. This data was collected through a separate survey that we sent to our customers in January 2023. The data contains answers from enterprise IT professionals. The survey was not sent to representatives of outsourced IT service providers on this occasion.
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: % 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 area 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.
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).
|Measurement Areas||2021 Happiness||2022 Happiness|
|Overall IT Experience||n/a||+35|
|Collaboration with IT||+82||+84|
|Laptops and Computers||+13||+7|
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 Overall IT Experience?
One of the common mistakes is assuming which IT touchpoints make IT end-users happy. However, new customers are often surprised by the touchpoints that are 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.
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 for 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 better understanding of 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.