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Experience data offers valuable insights for IT service providers

Experience data

Experience data is essential for IT service providers seeking to improve or address end-user experience issues.

CIOs, IT leaders or service owners that need to deliver great IT experiences to end-users must start making informed improvement decisions based on experience data. The superior experiences that result will drive better business operations and outcomes and ultimately improve the corporate bottom line.

A new report The Global IT Experience Benchmark Report (H2/2022) shares aggregated experience insights into various aspects of corporate IT performance – for both in-house and outsourced IT service providers – to inspire organisations to target their continual improvement efforts on what matters most.

Findings of the biannual global benchmark report by HappySignals include: Ticket-based services (incidents and requests), collaboration with IT, and remote work are still the highest-rated areas of IT.

Employees rate remote work +37 points higher than their office environment even though they feel they lose more time with remote work than with office environment-related issues.

IT support capabilities are important to what end-users think of IT as a whole. End-users most frequently selected IT support services (60 per cent) and IT personnel’s attitude (53 per cent) as contributing factors to their positive overall IT experience rating. At the same time, 69 per cent of respondents gave it as a contributing factor to their poor score.

Western European end-users are still the most critical of their IT service providers’ incident handling (scoring +72) despite losing less time (2h 41min) than the end-users in other regions.

South American end-users are the happiest with their IT service providers’ incident handling (+89) despite losing more time than end-users in all the other regions except Africa.

North American end-users are the least happy with service requests and report losing over twice as much time with service requests as end-users in Western Europe.

Seventy-nine per cent of customers’ service desk teams now have experience targets, while 18 per cent have yet to set any.

Customers are ceasing service provider sanctions, with this dropping from an 87 per cent usage level in 2020 to 52 per cent. 89 per cent of customers identify improvement areas using experience data. 89 per cent of customers feel happier end-users are a key benefit of experience management. 64 per cent cite better IT teams focus, better decision-making based on data, and more motivated IT employees.

Eighty per cent of employee perceived lost time with IT incidents comes from only 13 per cent of tickets. Each time a ticket is reassigned, end-user happiness decreases by nearly eight points, and end-users perceive they lose an average of one hour and 49 minutes of work time per additional reassignment.

It’s important to appreciate that these insights relate to organisations already investing in improvements to address end-user experience issues rather than reflecting “average” IT organisations still reliant on traditional IT metrics.

“In recent years, customers have moved from making small service desk improvements to bigger budgeting decisions based on experience data. I believe this is the future of experience management – using the experience data for IT decision-making.” said Sami Kallio, CEO, HappySignals.

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