HappySignals' Webinar

Is your CSAT stuck?

Year after year, the score lands on the same number — 3.7, give or take. Target hit, dashboard green, nothing left to do. Except the average is exactly what's hiding the problem. In this session, Senior ITXM Advisor Mark Bewick digs into 1.77 million employee responses from 130+ countries to show what's behind a stuck CSAT — and what to fix first.

June 24, 15:00 CET

Register now

Group 1982249870

Why CSAT scores get stuck, and how to fix it

One stuck number, taken apart piece by piece, with real data and war stories from the field:

  • Why does the average kill development? How a "good" 3.7, or even an NPS of 83, convinces teams there's nothing left to do, while whole groups of employees quietly struggle.
  • Segmentation that makes the invisible visible. How to find the countries, departments, and roles hiding inside your average — and what to do when you find them.
  • What do 1.77 million responses reveal? Fresh findings from the 2026 Global IT Experience Benchmark: where happiness is high, where it isn't, and where employees lose the most time.
  • The real cost of ticket bouncing. Every reassignment drops happiness and adds lost time. We'll show the numbers and how the best teams route 80%+ of tickets right the first time.
  • Where to automate first. High happiness plus low lost time equals opportunity. Clear the easy 68% of tickets so your team can focus on the 13% that matter most.

 

Your hosts

Mark Bewick

Senior ITXM Advisor at HappySignals. Mark spent 25 years in ITSM and used HappySignals as a customer for years before joining the team. He's seen stuck CSAT from both sides of the table.

Pasi Nikkanen

Co-founder of HappySignals. Pasi has spent more than a decade helping enterprise IT teams turn experience data into decisions.

Who should attend?

Service Desk Managers

See which channels and issues cause the most pain, improve processes based on real feedback, and use positive comments to motivate and defend your agents when volumes spike.

Service Delivery Managers

Get one coherent view of service performance from the employee’s perspective and move the organization from firefighting to proactive, experience-led service delivery.

IT Service Owners

Prioritize the right fixes, de-risk automation and AI decisions, and walk into leadership meetings with hard proof of the value your services create.

Save your seat to find out "Is Your CSAT Stuck?"

June 24, 15:00 CET