The Global IT Experience Benchmark Report from HappySignals shares aggregated experience insights into various aspects of corporate IT performance – for both in-house and outsourced IT service providers.
Experience insights from the latest report include that IT support capabilities are important to what end-users think of IT as a whole.
End-users most frequently selected IT support services (60%) and IT personnel’s attitude (53%) as contributing factors to their positive overall IT experience rating.
At the same time, 69% of respondents gave it as a contributing factor to their poor score.
The report also found that:
80% of employee perceived lost time with IT incidents comes from only 13% 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 1 hour and 49 minutes of work time per additional reassignment.
79% of customers’ service desk teams now have experience targets, while 18% have yet to set any.
Customers are ceasing service provider sanctions, with this dropping from an 87% usage level in 2020 to 52%.
89% of customers feel happier end-users are a key benefit of experience management.
64% cite better IT teams focus, better decision-making based on data, and more motivated IT employees.
