I am a sucker for data driven decisions. Happy Signals enables you to link user feedback to each support ticket. The value of this is that all the metadata from the ticket is directly relatable to the user feedback. As user feedback is harvested the statistics highlight not only if users are happy but WHY they are happy and WHY they are unhappy, as the case might be. An example: Users using Service A are significantly less happy than the users of other services. What might be the root cause(s)? Ah, look, these unhappy users are using predominantly using email as the support channel instead of the other channels such as the service portal of phone. Furthermore these unhappy users's tickets are passing significantly more steps (reassignments) than the average. Ah, could it be that tickets generated from mail are not categorized correctly, leadning to bouncing tickets, increased resolution time and below par user service? This jypothesis is worth testing, and improvements are relatively easy to implement. Thank you, Happy Signals, for directing our improvement efforts in the direction that actually matter instead of us using our assumptions as we have done in the past.

The surveys are user friendly and the analytics have a very straight forward approach. Easy and quick access to filtered data by Teams/Location or others The factors are a great quick view of the main pain points VS gain points.

Within the last few years, the HappySignals tool has helped our company to steadily improve our end user experience. It is a valuable tool also for our partners and an important part in our common IT service development. It provides us possibility to recognize the areas which need to be improved and is used also to motivate our customer service agents in their daily operations.