Research, Design, and Conceptualization of Survey Forms
Initial Research Phase
Initially, a comprehensive research initiative was undertaken to understand employee perceptions of IT and Enterprise Service Management (ESM). This involved conducting about 500 employee interviews, mainly focusing on their experiences with Service Desks and Service Desk portals. These interviews were led by a diverse team that included the founders of HappySignals, psychologists, and industry experts. The goal was to gain a deep understanding of employee sentiments towards IT, identifying both positive and negative aspects.
Employees from various companies participated in these interviews, giving a broad perspective on IT experiences across multiple organizational contexts. Simultaneously, discussions were held with approximately 50 IT leaders to gather their insights on IT experience from a managerial standpoint.
Survey Design and Initial Testing
Based on the data collected In the Initial Research Phase, the first versions of the HappySignals feedback request forms were designed. These were tested with regular employees as part of the interview process to ensure they were understandable and relevant. Employee profiles (LINKS TO IT PROFILES) were also created during this phase to better tailor the feedback requests to several types of employees.
Pilot Testing with a Larger Audience
To validate the effectiveness of the feedback factors, one-time feedback requests were conducted with several pilot customers. This phase aimed to ensure the feedback collected was valuable and relevant across IT departments and industries. Post-feedback analysis led to several adjustments, as not all factors were frequently selected by respondents.
Development of Proactive Measurements
The first versions of proactive feedback requests were internally developed by HappySignals' Service Design experts and tested with both customers and employees. Insights from internal reference groups were used to hypothesize the most relevant experience factors in each measurement area. These factors underwent several iterations based on feedback from customers and employees before being finalized.
Continuous Improvement and Adaptation
Over the years, HappySignals has continually refined the factors within the feedback request forms. Changes are made periodically when it is observed that certain factors receive minimal responses or when feedback indicates issues with the factors themselves or their translations.
The development of experience feedback requests and indicators is an ongoing process, with updates typically occurring 1-2 times a year. This frequency ensures that changes are manageable for customers and do not overwhelm them.
Core Principle
A fundamental principle guiding HappySignals is the focus on ensuring that feedback request questions are genuinely reflective of the real experiences of employees. By centering them on actual employee experiences, HappySignals enhances the motivation of employees to participate, thereby collecting more accurate and meaningful data.
This meticulous approach to research, design, and continuous improvement has enabled HappySignals to develop highly effective feedback requests that capture valuable insights into IT and ESM experiences, driving better IT service management practices.
Why Use HappySignals Feedback Requests?
Saves time: creating feedback request forms from scratch takes time and expertise.
High quality: If not done well, your feedback requests will suffer from low response rates and not produce reliable data. HappySignals comes with standardized out-of-the-box feedback request forms designed and tested with employees.
Researched and validated: HappySignals factors represent the most meaningful IT touchpoints that shape employee experience. These factors are based on expert insights from customer research and have been validated with co-design alongside our customers.
Benchmark ability: HappySignals designed factors enable you to look outside your organization and understand how your IT organization compares to our real-time Global IT Experience Benchmark results.