What do terms on the HappySignals Platform mean? How are various metrics calculated?
Terms
- Baseline
- Benchmark
- Employment Time
- Factors
- Happiness
- Impact
- Lost Time
- Productivity gains
- Time to resolve
Baseline
On the Identify > Experience page, you can compare Happiness / Lost Time in specific IT areas to your Organization Baseline.
Your Baseline is calculated by using NPS formula on all responses in the organization for the Measurement Area and/or the ticket type (if any) you're looking at, during the selected time period – e.g. All Incidents, All Remote Work.
Benchmark
Employment Time
Time from the employee’s Employment Start Date to when their survey response is received. Employment Start Date field defaults to when the user record was created in ServiceNow.
*For now, this data is only available for ServiceNow customers who have activated collection of employment time data.
Factors
Happiness
On HappySignals surveys, end-users rate how happy they are with the IT area being measured (e.g. IT Incident or Request, Enterprise Applications, etc) on a scale from 0-10.
Impact
On the Identify > Hotspots page, we color heat map cells red, light red, gray, light green, or green based on Impact. Impact is a factor of experience and number of affected end-users, i.e.
Impact = Response volume x (Happiness/Lost Time - Target/Baseline/Previous period)
Lost Time
On HappySignals surveys, end-users are asked to estimate how much work time they lost due to the IT area being measured. The average lost time across end-users' responses is displayed on HappySignals Platform, e.g. 2h 50m.
Learn more about how Lost Time is calculated.
Productivity gains
In the Improve section, you can view the productivity gains achieved by IT for different measurement areas or more granular filter sets.
We calculate Work days saved as the cumulative change in Lost Time for each month compared to the first month of the time period you're looking at. We then calculate Productivity gain as the "Work days saved" compared to the potential total lost time for the whole time period (if no improvements were made from the first month).
For Ticket-based IT areas like Incidents or Requests, our calculations factor in your ticket volumes each month. We calculate ticket volume based on the number of surveys sent, since HappySignals ticket-based surveys are delivered together with the resolution of each ticket.
F0r Proactive IT areas like Enterprise Applications or Remote Work, our calculations factor in the number of employees in your organization based on your HappySignals agreement.
