The 10th Global IT Experience Benchmark Report

If you’re a CIO, IT Leader, Experience Owner, or Service Owner, it is important for you to understand what the word “experience” refers to in contexts of DEX, XLA, and other three-letter acronyms. The HappySignals IT Experience Benchmark tells the story from a purely human internal end-user experience with IT and identifies how people feel about IT across different IT touchpoints. Every response in the data represents a real human relying on IT to do their daily work in large enterprises.The data in this half-year report is based on 860,339 end-user responses from 130+ countries.
 
Key findings in the report:
 
  • 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.

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.

Get in Touch
See how HappySignals Platform works

Watch Demo
HappySignals Platform

Ready to get started?

Contact Sales

Contact Sales