Perfect ITSM into outcomes people love

HappySignals helps ITSM teams understand how employees truly experience IT services — and where to focus improvements that boost productivity and satisfaction.

Here’s what it delivers:

• Real-time experience insights: Measures Happiness and Lost Time for incidents, requests, and portal interactions — showing how IT impacts daily work.

• High-quality feedback you can trust: Research-backed surveys drive 20–40% response rates, giving ITSM reliable data instead of guesswork.

• AI-powered analysis: Automatically summarizes thousands of free-text comments so teams don’t need to read them manually. You instantly see the top themes, pain points, and improvement ideas.

• Root-cause visibility: Combines experience data with ITSM operational data (services, assignment groups, channels, locations) to pinpoint issues fast.

• Clear improvement priorities: Benchmarks and AI insights highlight where IT can reduce lost time and improve service quality.

• Stronger business alignment: Helps IT move from SLA-driven reporting to experience-led decisions that show measurable business value.

In short: HappySignals turns ITSM data and employee sentiment into actionable insights — helping IT improve services, reduce productivity loss, and make employees happier.

Standard CSAT tells you if a user was satisfied. HappySignals shows you how IT services impact employees and productivity.

Here’s how we differ:

• Higher response rates: CSAT typically gets 5–10%, while HappySignals delivers 20–40% thanks to simple, research-backed surveys.

• Measures impact, not just satisfaction: We track Happiness and Lost Time, helping IT see where productivity is being lost.

• Shows the “why,” not just the score: Built-in experience indicators explain what actually drove the rating.

• Connected to operational data: You can instantly drill down by service, assignment group, channel, country, or vendor.

• Benchmarked and actionable: Global benchmarks and AI summaries highlight where to focus your improvements.

In short: CSAT is a score. HappySignals is experience management — helping IT prioritize the changes that matter for employees.

HappySignals reveals the real reasons employees get frustrated with IT services—the things traditional metrics and CSAT scores typically miss.

Here’s what it uncovers:

• Hidden productivity killers: Which incidents or services cause the most lost time, even if SLAs look green.

• Root causes of poor experiences: Clear insights into factors like unclear instructions, slow communication, repeated reassignments, or long wait times.

• Channel friction: Whether certain channels (portal, chat, email, phone) make work harder instead of easier.

• Technical vs. human gaps: When issues feel “resolved” in the system but don’t feel resolved to the employee — the “Watermelon Effect.”

• Employee profile differences: How frustrations vary by role, location, tech confidence, or work style.

• Theme-level insights: AI summarizes thousands of free-text comments so IT can instantly see the top pain points without reading everything manually.

In short: HappySignals identifies the everyday friction employees face — and shows IT exactly where to focus to remove it.

HappySignals helps IT move from a cost center to a value-driving partner by showing how IT services impact productivity, employee satisfaction, and business performance.

Here’s how it enables the business:

• Quantifies productivity gains: Measures Lost Time so IT can show how improvements return hours — or FTEs — back to the business.

• Proves the value of IT investments: Links changes (new tools, processes, vendors) directly to employee experience and business outcomes.

• Prioritizes what matters most: Highlights which issues affect productivity and happiness, helping IT focus resources where they deliver the biggest impact.

• Supports experience-based governance (XLAs): Shifts conversations from SLA compliance to delivering real business value through better experiences.

• Accelerates decision-making: AI summarizes feedback and themes so leaders can quickly understand what’s working — and what needs action.

• Improves adoption of digital initiatives: Shows how employees perceive new tools and services, helping IT drive smoother rollouts and higher adoption rates.

In short: HappySignals turns ITSM data into business insights, helping IT make decisions that improve productivity, demonstrate value, and enable the whole organization to perform better.