Getting started with HappySignals

What is HappySignals?

HappySignals Experience Management Platform enables enterprises to manage end-user experiences across all IT areas, increase employee happiness and productivity, and achieve better business outcomes with IT.

The platform supports enterprises in every step of IT Experience Management (ITXM™): Measure end-user happiness and productivity across all IT touchpoints, share real-time data and get all stakeholders on the same page, identify focus areas by drilling down into experience data, and discover actionable insights for improvement.

What can you do with HappySignals?

Header menu

HappySignals platform has four main pages – Dashboard, Reports, Feedback, and Benchmarks – which are easily accessible from the header.

The following four sections will highlight the most important features on each page, and explain what you can do with them.

1. Dashboard

The Dashboard is your high-level view of end-user experiences in your organization.

With ‘Your IT at a glance’, see an overview of how happy people are across Measurement Areas in the selected Service Area, and how much time they are losing. Monitor trends and targets, or click on any Measurement Area to go to its specific Reports page and drill down further.

Dashboard_Your IT at a glance


Access all your saved data shortcuts under ‘Shortcuts’. Share focused experience data with your colleagues by sending shortcut links, which will take recipients directly to a Reports page with the saved filters applied.

Dashboard_Shortcuts


Learn more about using Dashboard: https://support.happysignals.com/dashboard

2. Reports

The Reports page is where you can analyze your experience data, drill down to discover actionable insights, and share real-time data with others directly from this page.

Analyze Happiness and Lost time on all of the Measurement Areas, across different countries, locations, services, etc. See a graph of how Happiness and Lost time have changed over time, and monitor if they are meeting targets. Select one or more titles to apply them as filters and drill down into the data.

Reports_Top


Analyze your filtered data
with greater granularity, with categories like Channels, IT Support Profiles, Vendors, etc.

Reports_Categories


At the bottom of the page, see which are the most common reasons end-users selected for being happy or unhappy. For example, you could find that 49% of end-users who rated their experiences negatively selected “Service was slow” as a factor, and find ways to improve in that aspect.

Reports_Factors


Instead of building custom reports manually, share real-time data by just showing the Reports page in meetings with colleagues and stakeholders. Select different filters to focus on the specific areas you are discussing.

You can also save pre-selected filters as a Shortcut and share the shortcut link, so others can look at the data in their own time.

Reports_Save shortcut


Learn more about using Reports: https://support.happysignals.com/reports

3. Feedback

On the Feedback page, read the open feedback end-users wrote in connection with the scores they gave for their experiences. In addition to Happiness and Lost Time, these open text responses give even more qualitative and granular insight into how your end-users feel.

Filter the open feedback based on scores. For example, set the Score Filter to 0-6 to see only negative feedbacks, 7-8 for neutral feedbacks, and 9-10 for positive feedbacks.

Feedback_Score filter


Tag feedback responses
as “Follow-up”, “Highlight” or “Idea”. 

Feedback_Tagging


Easily return to your tagged feedback when planning improvement initiatives by filtering feedback by selected tags. 

Feedback_Tagged


Learn more about using Feedback: https://support.happysignals.com/feedback

4. Benchmarks

The Benchmarks page is for comparing your experience data both globally and internally, to understand it better in context.

Compare overall Happiness and Lost time with IT Services in your organization with Global Benchmarks, which are aggregated across all organizations that use HappySignals. 

Benchmark_Overall


See how your various Channels are performing compared to each other, and to the global benchmarks for each channel.

Benchmark_Channels


Compare Happiness and Lost time within your organization between end-users with different Support Profiles. Read more about HappySignals’ four distinct Support Profiles here.

Benchmark_Profiles


Understand the Happiness and Lost time numbers you are getting from end-users in different countries in relation to the Country-specific benchmarks. Account for cultural differences in end-user rating behavior since, for example, Happiness of +80 may be over benchmark in Finland but under benchmark in Brazil.

Benchmark_Countries


Learn more about using Benchmarks: https://support.happysignals.com/benchmarks

More Resources

To discover more on using the HappySignals platform and accelerating your Experience Management journey, check out our Learning Center for webinars, short videos, and blogs about everything from optimizing your ServiceNow to XLAs.

Need more help? Turn to your organization’s “Happiness Owner” or your dedicated HappySignals Customer Success Manager anytime!