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»Customer Satisfaction (CSAT)
»Topics
»Customer Satisfaction (CSAT)
Topic: Customer Satisfaction (CSAT)
CSAT is not enough for IT support
See beyond the score, uncover what drives frustration, and prove the impact of fixes with experience + operational data. Upgrade traditional CSAT into a system for continual improvement with HappySignals.
Compare and benchmark
See how your CSAT and experience trends stack up across services, channels, regions, and against proven benchmarks.
Experience indicators
Understand why people are unhappy: long wait times, too many handovers, poor communication, recurring issues, or slow resolution.
Decisions based on people
Prioritize improvements by what employees actually experience — and by how much productive time they lose.
How does HappySignals help you move beyond traditional CSAT?
Turn a score into a clear
“what to fix” list
Traditional CSAT gives you a number. HappySignals connects feedback to the operational reality behind it — ticket categories, services, channels, reassignments, vendors, and resolution paths — so the root causes become visible.
- See where dissatisfaction concentrates (not just the average)
- Pinpoint which services and teams create the most friction
- Track improvements over time with confidence
Features
Improve experience and productivity — at the same time
In IT, “CSAT improvement” often turns into more effort, more reporting, and unclear outcomes. HappySignals adds two simple, decision-ready signals to CSAT: happiness and lost time.
That means you can:
- Spot issues that block work — not just annoy people
- Prioritize fixes by productivity impact
- Quantify outcomes in business language
Features
Compare your CSAT against the Global IT Experience Benchmark
Seeing your CSAT trend is useful — but how do you know if it’s actually good?
The Global IT Experience Benchmark gives you an automatically updated reference point, so you can compare your CSAT and experience results against a trusted global baseline. See where you’re truly leading (or lagging) by service, region, and support journey — and focus improvements where they’ll reduce frustration and lost time the most.
Features
Learn how HappySignals works to replace your CSAT?
The whole story behind the score
HappySignals connects experience feedback to your ITSM operational data—so every ticket becomes a story about what happened and why.
You can drill down by service, category, channel, location, business unit, vendor, assignment group, and more.
Outcome: You don’t just see that experience is bad—you see where to act next.
Validated surveys and benchmarks (no survey design project)
Stop reinventing CSAT questions and targets. HappySignals provides pre-designed, research-backed surveys for ITSM that are built to be comparable over time and across organizations—plus global benchmarks for context.
Outcome: You get a trusted baseline for “what good looks like,” and faster time-to-value.
Consistently high response rates (and better response quality)
HappySignals surveys are designed for humans: quick, clear, and meaningful. Employees can express:
- how they feel,
- what caused the experience,
- and (crucially) how much time they lost.
That drives higher participation and a steadier flow of usable data.
Outcome: Enough data to segment, trend, and trust.
AI summarizes open feedback into themes you can use
Open comments are where the truth lives—but reading thousands of them doesn’t scale.
HappySignals uses built-in AI to summarize feedback into themes, highlight what’s trending, and let you filter by negative/positive/neutral and operational context.
Outcome: You get “what’s happening” and “what to do about it” in minutes, not days.
Measure where productivity is lost (the missing half of CSAT)
MTTR tells you how long the ticket took. It doesn’t tell you how much time the employee lost.
HappySignals measures perceived lost time alongside sentiment—so you can prioritize issues that cause the biggest productivity impact and quantify value in business language.
Outcome: Prioritization by impact, not volume—and an executive-ready value story.
"A smiley face doesn’t tell you what to fix. CSAT alone isn’t enough to improve the IT experience."
- Shaun Brown, Director of Global Service Delivery, GEA
Leading IT teams drive their ITSM with experience data
ITSM operations people love
Learn how HappySignals helps ITSM teams uncover where frustration builds up, why it happens, and how to fix what truly matters —creating happier, more productive end-users.
In case you're wondering
HappySignals collects feedback after key interactions (like ticket resolution) and through proactive surveys. Responses are connected to operational context from your ITSM environment so you can analyze experience by service, channel, assignment group, vendor, category, and more.
You can start seeing reliable channel insights once you have about 30 responses. As responses accumulate, segmentation becomes increasingly confident — especially across services, regions, and channels.
We support the major ITSM platforms. You can find the full list on our integrations page.