The Q4/2020 Happiness Score™ Report
The Happiness Score™ is compiled by measuring the Employee Happiness towards the organization's IT Services and is based on continuous measurement of all HappySignals customers. This anonymised benchmark is part of HappySignals Employee Experience Management Platform, but is also made available free to all in service management industry once per quarter.
In this report, we have carried out additional research with our customers to find out how employee experience and end-user productivity differs between Internal and External (Outsourced) Service Desks.
Also, Sami Kallio, Pasi Nikkanen, and Sakari Kyrö share their highlights from the Q4 2020 release of the global ITSM benchmark report for IT- and Service Experience ('Happiness Score™'), consisting of 979,061 latest responses (June-November) in more than 130 countries from our IT Benchmark database.
The highlights from the latest Q4 Report :
- What has been the most significant changes compared to the previous Report?
- How much happier and more productive internal service desk end-users are, compared to outsourced service-desk end-user/customers.
- Why internal service desks have more satisfied end-users?
- Why are outsourced Service Providers faster than internal service desks at improving results?
- What are the main ways of working that make end-users happier?
Watch the Happiness Score™ 2020Q4 webinar "How Experience Differs Between Internal and External Service Desk's" below:
Download the webinar presentation deck here - 