96%of finance cases closed within the agreed time
- Cases this month
- 1,650
- Mean time to resolve
- 3 days 17 hours
- Reassigned twice or more
- 9%
Enterprise Service Management
Closed in HR. Still open for the employee.
HappySignals measures how employees experience any business service that runs on your ITSM platform: HR, finance, facilities and shared services, with the same surveys, targets and reporting you use for IT.
+17UK accounts payable desk. The US desk is at +61.
Happiness by deskFinance average +49 · 6 months
US AP support desk+61
UK finance operations desk+28
UK AP support desk+17
A decision
Why is the UK AP desk so far behind the US?Speed. It is the weakest experience driver in Finance at +14, and the UK desk takes longest on expense reimbursements. A third of unhappy employees also say the instructions were hard to understand. Fix the expense process and its guidance in the UK first.
+14speed, the lowest driver in Finance
33%found the instructions hard to understand
Why HappySignals
Measure HR, finance and facilities the way you measure IT.
Six things that turn case reports into experience intelligence for every business service.
Finance happiness by service and country
USUKSpain
Payroll and employee payments+58+52+55
Corporate card and expenses+47+21+44
Accounts payable access+61+17+49
Collections and credit+44+39+51
Lowest: AP access in the UK+17
One measure across every service
IT, HR, finance and facilities answer the same short survey, so a +49 in finance means the same as a +49 in IT. For the first time the services can be compared, by service and by country.
What made people unhappy · FinanceLast 6 months, 440 negative responses
Service personnel's skills
Instructions were hard to understand
I had to explain my case several times
Service was slow
NegativePositive
Why, not just what
Employees pick the reasons behind their score, the same Experience Indicators you use for IT. In finance the answer is rarely the answer itself. It is the speed, the instructions and explaining the case twice.
Lost per finance ticket3h 27minBenchmark 2026
Lost per HR ticket1h 37minBenchmark 2026
Lost time, in every function
Employees say how much work time a case cost them. Finance scores highest in the benchmark and still costs the most time per ticket. A score and lost time have to be read together.
A target for every service
Pick a service and set a target for it. XLAs for HR, finance or facilities work exactly like XLAs for IT, and the provider sees the same number you do.
ServiceNowBMC HelixFreshserviceISO 27001:2022GDPR
New tools for the businessNone
The same ITSM platform
If a business service already runs on ServiceNow or BMC Helix, the survey goes out from the case you already have. No new tool for HR or finance to learn.
Experience Intelligence
Which finance desk costs employees the most time?Your AI experience advisor
Ask which service costs employees the most time, where a hand-off breaks, or what to show the GBS steering group, in seconds.
Customer stories
From the IT service desk to Global Business Services.
PepsiCo · Global Business Services
One experience across IT, HR, procurement and facilities.
Whether it’s HR, procurement, or facilities, employees should receive a unified, seamless experience across departments.Prashant Arora, Director of Strategy and Transformation, PepsiCo
PepsiCo started with the global service desk and digital experience, added Experience Level Agreements next to its SLAs, and is extending the same measurement beyond IT to an end-to-end service experience in Global Business Services.
- XLAs alongside SLAs
- An effort score for getting support
- Live experience data shared across regions
Public HappySignals customer story. Approval for this use to confirm.
Experience Intelligence
Demo experience