Service Delivery

What's behind your CSAT score?

CSAT isn't enough, because a score won’t tell you what to fix. HappySignals shows what's happening behind the scenes, who is affected, and what it's costing your business.

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The dashboardITSM report, this month

96%of incidents resolved within SLA

CSAT: 4.3 out of 5
First-contact resolution: 58%
Survey response rate: 7%

The peopleHappySignals, 6 months

10h 35mlost on a ticket reassigned five times, against 2h 07m at first contact

Happiness by hand-offsBenchmark 2026

Solved on first contact+83

One hand-off+71

Three hand-offs+55

Five hand-offs+42

The decisionAsk, 4 seconds

A decision

What should we fix first?

Check whether routing or issue type explains the gap. Each reassignment costs the employee hours and hours in lost time.

10h 35mlost on a ticket reassigned five times

2h 07mwhen solved on first contact

Illustrative data.

Why HappySignals

Find out what to fix next.

Seven things that make experience data useful for a service desk, and not just another score in the monthly report.

Speed of support29%

Attitude21%

Skills19%

Solving the ticket7%

The whole story behind the experience

Experience, employee, ITSM, and operational data together. A ticket score turns into actionable information: which service, which channel, which team, and why.

Validated surveys and benchmarks

No home-made CSAT questions. You get research-backed surveys after every ticket, and 1.77 million benchmark responses to show what good looks like for a service desk exactly like yours.

HappySignals average15 to 40%response rate

Typical CSAT5 to 10%response rate

Consistently high response rates

Surveys built for people to say how it went, so they answer. Enough responses to see patterns across each team and channel, not just the loudest voices in the organization.

Often needs helpRarely needs helpRemoteOfficeFrontlineFinanceSales

Lowest group: often needs help+22

Experience by user segment

A good average can hide the people your service desk is failing. See the real situation by role, location, and need for support.

Experience Intelligence

Why did lost time on incidents go up last month?

Your AI experience advisor

Ask is the AI-powered Experience Advisor inside HappySignals. It turns thousands of ticket comments into clear insights, builds a summary for the service review, or compiles a report for leadership in seconds.

Solved on first contact2h 07m

Bounced five times10h 35m

Measure where productivity is lost

Lost time turns a ticket into business impact. Prioritize by hours lost, not by ticket volume, and the case for fixing routing writes itself.

ServiceNowBMC HelixISO 27001:2022GDPRThird-party auditedCustomer-owned data

Time to go liveDays

Ready to deploy

Certified integrations with ServiceNow and BMC Helix, ready-made surveys and benchmarks. Live in days instead of months, with data you can use from day one.

From the benchmark

What the SLA dashboard leaves out.

80%

of lost productivity comes from 13% of tickets, the ones bounced between teams

Global IT Experience Benchmark 2026

10h 35m

lost on a ticket bounced five times, against 2h 07m when solved first time

Global IT Experience Benchmark 2026

€126

of productivity lost per incident while the employee waits

European loaded labor cost

Keep your CSAT

CSAT tells you someone was unhappy. Not why.

Your ITSM tool knows the ticket was closed on time. A CSAT survey shows that a few people were annoyed. Neither tells you what to change next.

Question	CSAT survey	ITSM reports	HappySignals
Is the employee happy with it?		–
How much time did they lose?	–	–
Why: speed, attitude, skills or the fix?	–	–
Which employee groups are affected the most?	–	Partly
How is the outsourced desk really doing?	Partly	Partly
How many people answer surveys?	5 to 10%	–	15 to 40%

Use cases

Where does technology get in the way?

Choose where you want to improve experience. Then pick a use case to see how HappySignals handles it.

Which tickets get bounced, and what does it cost?

Every time a ticket changes hands, someone waits longer. Usually, it's a small group of tickets that does most of the damage, so fixing how those are routed pays off quickly.

80%of lost time comes from 13% of tickets

Last 6 monthsServices · Incidents+78on 6420 responses

Reassignment Count

Happiness by how many times the ticket was reassigned

Each hand-off costs more than the last.

Screens use demo data. Figures named as benchmark come from the Global IT Experience Benchmark 2026.

Segment-level insight

Spot the hidden pockets of poor experience.

Understand experience by meaningful employee segments rather than a single average. Compare groups fairly, and target improvements precisely.

Assignment Groups

Last 60 days, 3,388 responses

Happiness+49

Internal Desk +84

Vendor A +68

Vendor B +47

Vendor C +36

Illustrative data. Green at or above the baseline, red below.

Customer stories

They stopped guessing what to fix.

Ahlstrom · 45 global locations

57%less lost time per IT incident

Lost time per incident, more than halved.

From over seven hours to just over three, across 45 locations without a physical IT presence in any of them.

The Scottish Government

£1.6Msaved across 2024 and 2025

Savings from experience, not cost-cutting.

£1M saved in 2024 and a further £600K in 2025, driven by service and process changes the experience data pointed to. It also found and removed a recurring source of rework: tickets closed without confirming the fix.

After you book

What happens after you book?

A conversation first. Then, have your tools connected and employees answering surveys in no time!

Day 1
A 30-minute call
You talk to a specialist about your services, your data and the questions you need answered.
Next
Connect ServiceNow or BMC Helix
Pre-built integrations, so measurement starts without a data project.
Then
Your first results
During first days of live data coming in, you see happiness and lost time, and the reasons behind them.
Ask
The questions your are interested in
Experience Intelligence starts to guide your decision-making.

What's behind your CSAT score?

A decision

Find out what to fix next.

The whole story behind the experience

Oh no! We want to do better, let us know what to improve!

Validated surveys and benchmarks

Consistently high response rates

Experience by user segment

Your AI experience advisor

Measure where productivity is lost

Ready to deploy

What the SLA dashboard leaves out.

CSAT tells you someone was unhappy. Not why.

Where does technology get in the way?

Which tickets get bounced, and what does it cost?

Which support channel costs people the most time?

Your outsourced desk hits its SLAs. Do your people agree?

What does a ticket really cost?

Are tickets closed before the problem is gone?

Spot the hidden pockets of poor experience.

They stopped guessing what to fix.

Lost time per incident, more than halved.

Savings from experience, not cost-cutting.

Works with the ITSM platform you already have.

What happens after you book?

A 30-minute call

Connect ServiceNow or BMC Helix

Your first results

The questions your are interested in

Fast does not mean fixed.