Key IT Issues Highlighted in the Global IT Experience Benchmark Report

Helsinki, Finland – HappySignals, a leading provider of IT Experience Management solutions, has released its highly anticipated 2023 Global IT Experience Benchmark Report. The report, which is released biannually, offers valuable insights into corporate IT performance for both in-house and outsourced service providers.

The HappySignals IT Experience Management (ITXM™) Framework is designed to prioritize continual improvement activities for IT organizations, focusing on what matters most to end-users. As the demand for exceptional IT experiences continues to grow, the 2023 benchmark report aims to guide IT leaders, CIOs, and IT service owners in making informed decisions based on data-driven insights to enhance overall IT service delivery.

Key Highlights from the Global IT Experience Benchmark Report

The latest report has revealed some noteworthy insights, including:

– IT support services have the most significant positive impact on the overall IT experience
– The average happiness score for incident handling is +79, with an average of 3 hours and 12 minutes lost per ticket
– Ticket reassignments result in a decrease of more than seven happiness points and an average of 1 hour and 46 minutes of lost work time
– The attitude of IT personnel plays a significant role in end-users’ perception of IT, with a majority citing it as a reason for positive experiences
– Enterprise applications, mobile devices, and laptops and computers rank as the lowest-scoring IT areas in the overall IT experience
– While end-users report losing more time due to remote-work-related issues, they still rate remote work +42 points higher than the office environment
– Outsourced service desks have happier end-users compared to internal ones, scoring +80 and +79, respectively
– The number of employees in an organization has little impact on happiness scores, but the perception of lost time with each incident increases with the size of the company
– Western European end-users are the most critical of their IT support, despite losing less time with incidents compared to other regions
– End-users in the financial and insurance sectors report high satisfaction and minimal disruption, while those in the technology industry report the lowest levels of happiness and the longest wait times.

These insights are derived from 1.86 million pieces of end-user feedback collected from 130 countries, between January and December 2023. The data was gathered from HappySignals’ IT Experience Management Platform, which is used by large enterprises, public sector organizations, and Managed Service Providers (MSPs).

Sami Kallio, CEO of HappySignals, emphasized the importance of experience data and insights for IT leadership. “Leaders have moved beyond using experience data to simply increase IT service desk performance to leverage the insights to improve strategic decision-making and evolve the corporate IT service provider to better meet business and employee IT enablement needs,” he said.

Gathering Experience Data

HappySignals’ IT Experience Management Platform connects with customers’ IT service management platforms to collect operational data. Along with measuring happiness, the platform also collects data on productivity, where end-users estimate the amount of work time lost due to IT-related issues. End-users can also select factors that influenced their happiness rating from a list of suggested reasons.

To access the full report, click here.

About HappySignals

HappySignals is a SaaS company that specializes in IT Experience Management solutions. Their platform enables IT leaders to gain real-time insights into the experiences of end-users across all IT services, empowering them to make informed decisions to improve employee satisfaction and productivity.

Since its establishment in 2014, HappySignals has collected feedback from millions of employees in 130 countries, helping customers increase employee happiness and productivity by 26%. For more information, please visit

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Eva Taskinen

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