HappySignals Experience Intelligence for IT

What do you like best about the product?

What we like most about HappySignals Experience Management is how effectively it turns user feedback into clear, actionable insights we can use to improve services. Since deploying it in our Jira Service Management environment, it has given us visibility into the real drivers behind the user experience—something we simply didn’t have before—and has helped us prioritise fixes based on impact rather than assumptions. The platform is intuitive and easy to navigate, has never had any performance issues and is so straightforward to drill into trends and share meaningful dashboards with stakeholders, which has streamlined the way we report on our services. Another major upside has been the strength of their support and engagement. Throughout deployment and beyond, we’ve had consistent access to expert guidance, especially from Jon, which helped us overcome challenges quickly and start getting value from the tool sooner. Overall, it’s been most helpful in bridging the gap between IT operations and user experience, enabling more informed decisions and supporting measurable improvements across our estate. We integrated the tool using scriptrunner, as Jira does not natively work with HappySignals. That experience had some challenges as it was all new to us, but we got a huge amount of help from the team at HappySignals and their 3rd party company to help us achieve our goals.

What do you dislike about the product?

There is nothing we dislike at all about HappySignals. The only area we would love to have (which we know is being worked on) is direct integration with Jira so we do not need to rely on and maintain a script to pass CX data.

What problems is the product solving and how is that benefiting you?

HappySignals Experience Management for IT is solving the problem of limited visibility into true user experience and the “why” behind service performance. Before implementing it, we relied heavily on operational metrics and assumptions, which didn’t always reflect how users actually felt about our services. By introducing experience data directly into our Service Management practices, we can now identify the key drivers of satisfaction and dissatisfaction, allowing us to prioritise improvements based on real impact rather than guesswork. This has helped us identify pain points more effectively, identify where we can improve service quality, and start to make better-informed decisions across IT. As a result, we are starting to shift from reactive issue management to a more proactive, experience-led approach, ultimately improving user satisfaction and demonstrating clearer business value from our IT services.

What do you like best about the product?

Solution that helps ITSM tool gather and interpret large amounts of quality customer experience data. The data this tool gathers allows IT Teams to quickly identify positive and negative feedback from the end user, which really helps IT to prioritize key improvements.

What do you dislike about the product?

If you're serious about understanding how end users view IT, then I see no real downside of HappySignals.

What problems is the product solving and how is that benefiting you?

- The data gathered by HappySignals allow the IT Team to better prioritize improvements; key use cases would be by highlighting areas of training for analysts, gaps in processes, and external services/products that are negatively impacting the business. - Correcting the non-factual negative perception of IT. There have been a number of times when the IT Team hears negative views of the overall service, however, the data from HappySignals has provided opportunities to defend IT. - Highlight potential financial and time savings for the business to focus on.

What do you like best about the product?

The platform is very intuitively to use and updates are regularly shared via newsletter. The HappySignals team is very responsive, helpful and happy! Suggestions are welcomed and solutions are found together, it is clear that HappySignals values a good relationship with their customer base. Additionally, HappySignals ensures to keep their knowledge base up to date and regularly updates helpful videos, podcasts, and other useful media.

What do you dislike about the product?

I do not see a downside from the HappySignals side. Experience Management is a great practise and HappySignals allows IT personnel to execute it well.

What problems is the product solving and how is that benefiting you?

For us, Happy Signals allows IT to better understand the needs of employees. We can detect positive and negative trends and act on them in real time. The filter options really allow to look at specific areas of the business and the feedback option gives great insights that otherwise would not reach IT. We can use the data and feedback in the tool to create improvement initiatives without leaving HappySignals and track our improvements.

What do you like best about the product?

The straightforward approach combined with a genuine interest in their customer's needs. Always supporting customers through the CX journey to ensure the customer has maximum benefit. No sales pressure; it is a refreshing experience and engaging environment when working with the Happy Signals team; no promises, just a genuine need to understand where they can make a difference for their users. The calm Finnish approach makes the work very engaging, relaxed yet productive. An extremely knowledgeable team makes this a great experience. More Smiles, time well spent.

What do you dislike about the product?

I have yet to find one thing I dislike about Happy Signals; they are genuinely interested in me and my business. I will know more in the coming months yet doubt there will be anything to report!

What problems is the product solving and how is that benefiting you?

Experience Level Agreements support and capability. Customer Experience measures across multiple customers linked to Continuous Improvement in a Global support team environment.

What do you like best about the product?

This is a great tool that makes it easy for people to provide feedback so resource rates can be higher than industry norms. The data available in the HappySignals portal is then very easy to filter and manipulate to be able to determine insights and from which actions for improvements in service experience and the experience of using technology provided by IT functions.

What do you dislike about the product?

There is nothing to dislike in the tool.

What problems is the product solving and how is that benefiting you?

Understanding the experience of users of IT services, in a completely different way to just looking at delivery to service level and focusing on what is important for them.

What do you like best about the product?

Standard solution that means very fast implementation time and a great dashboard. The best feature is that you get true input into your customer satisfaction and can through the benchmark with other HappySignals customers compare your results.

What do you dislike about the product?

This is a standard niche product with limited options to customize the product. This is in my mind a strength but it could be a experienced as challenge for other customers.

What problems is the product solving and how is that benefiting you?

Continue to show that customer satisfaction is what matters for our Service Desk. To be able to show these quality measures in a good manner. We also use HappySignals to drive individual development and follow up on low score.

What do you like best about the product?

The real time feedback, this allows use to make some tangible improvements. The interface is very easy to navigate.

What do you dislike about the product?

Would like the ability to customise some of the calculations (%) compared to the number of tickets logged. Improvement to the two way integration into our ITSM tool.

What problems is the product solving and how is that benefiting you?

Currently looking to improve the way we support and roll out iPhones to our staff. We have successfully business cased for 2 additional staff with an approximate savings of £460,000 per year through process improvements. All lead from the feedback & data gathered from Happy Signals.

What do you like best about the product?

As a Technical Consultant, I love that HappySignals is a plug-and-play solution: After inserting just one mail script, I can present the final solution to clients. This makes it easy to talk about potential value, and to talk constructively about meaningful measurements and drilldown opportunities.

What do you dislike about the product?

I am missing out-of-the-box reports to give 1) response rate and 2) how many percent of responders filled in the survey.

What problems is the product solving and how is that benefiting you?

Using HappySignals, clients often realize very quickly, that outsourcing Service Desk activities makes a negative impact on user satisfaction - which should of course be viewed as an opportunity for improvement!

What do you like best about the product?

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.

What do you dislike about the product?

It would be nice if the product out-of-the-box had a feature to give us a day-to-day view of the survey response rate

What problems is the product solving and how is that benefiting you?

I am helping organizations improve user experience and their problem solving efforts have become much more effective. Example: One customer assumed, as most do, that long ticket resolution time equals unhappy users. Data showed us that this was not the case. On the other hand tickets generated from the portal resulted in less happy users than tickets generated from phone calls. Based on this realization, we could direct the improvement efforts where tney would have the greatest effect.

What do you like best about the product?

The surveys are user friendly and the analytics have a very straightforward 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.

What do you dislike about the product?

It could use a bit more integration with Jira, when it comes to widgets, ways to share/schedule reports.

What problems is the product solving and how is that benefiting you?

We can shift the focus from Operational stats to User experience. We used factors for some teams to look at the top user pain point factors and improve those first.