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The must-have indicator for every IT manager!

Presentation IT-Happiness IT end user satisfaction survey

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Page 1: Presentation IT-Happiness IT end user satisfaction survey

The must-have indicator for every IT manager!

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Contents

Why Philosophy General IT-Happiness Benchmark Approach IT-Happiness Dashboard Pricing

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IT-Happiness Benchmark

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Origin

IT-Happiness Survey is developed by Yorizon is: • Market leader in IT surveys (IT end users, IT staff, IT management) • OEM partner of QlikView IT-Happiness Surveys are developed to: • Measure IT quality in an easy way • Use an international survey standard • Meet the needs of having a NPS measure for internal satisfaction purposes • Meet the market demand for simple and short questionnaires • Enable IT end users to contribute to a better IT-organisation • Create more interaction between IT Management, IT Staff and IT end users • Act upon facts and not upon ‘Hearsay’. • Get insights how the IT happiness with IT developes over time. • To compare the IT Happiness perceived by IT end users with other organisations.

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Philosophy (1)

The IT-Happiness Benchmark is a simple, but highly powerful method for assessing end-users’ perceptions of the internal IT experience and comparing this with other organisations. The IT-Happiness Benchmark was introduced by Yorizon as an international KPI and provides an answer to the question many IT departments struggle with: How happy are our end-users with our internal IT department? Because, ultimately, happy people get the best from themselves and the organisation. In this, every part of the organisation, including IT, really matters. The IT-Happiness Benchmark is an alternative method for measuring the level of enthusiasm. For commercial customers, the NPS method (Net Promoter Score) is used. Customers often ask us whether we can also use NPS for the internal experience of IT services. We advise against doing it. This is because NPS has its origins as an external customer loyalty metric. Because there was no effective alternative, NPS gradually gained a foothold in internal organisations as well. NPS primarily focuses on future behaviour, in the form of the intention to recommend.

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Philosophy (2)

With the IT Happiness Benchmark it is the experience now that matters. The NPS question is: how likely is it that you would recommend to a friend or colleague? In view of the fact that there is often no competition and end-users are compelled to use the services of internal IT departments, the idea prevails that there is no alternative supplier anyway. This makes it difficult to determine the level of loyalty. The IT-Happiness Benchmark is based on the ‘full-glass philosophy’. The starting point for this methodology is not an ‘Unhappy Bunch’ but a ‘Happy Bunch’. These are the staff who indicate in the survey that they are ‘very happy’ or ‘happy’. The whole idea involves using the reasons why they are happy to change or improve the services offered to other groups or to influence their perception. The objective of this is to ensure that the ‘Happy Bunch’ group ultimately includes relatively greater numbers of ITC end-users. The focus is therefore on creating increased happiness within the group that is ‘a little bit happy ’and ‘not so happy’: the Happy potentials.

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IT-Happiness Survey

• Every organisation is able to take part in the IT-Happiness Benchmark

with using the IT-Happiness Survey • Every survey has the same structure: 1. Base Question 2. Follow-up question with categories 3. An open question

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IT-Happiness Survey

IT-Happiness Survey Examples of possibilities

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Approach – high level

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Approach - in detail

1. Together with you the following items will be discussed (by phone, web or location)

a. Exact question + contents of follow-up question b. Database & segmentation, e.g. location, department, type of user etc. c. Communication: template texts to announce the survey and how to

distribute (e-mail, intranet etc.) d. Whitelist specific URL’s

2. Yorizon takes care of sampling and invitations to the IT end users. You can do this internally as well.

3. As soon as the survey starts, we will issue you with a login code for the online IT Happiness Dashboard. You can use this to view the initial results and monitor the response.

4. We will send you instructions how to use the dashboard

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Pricing

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Pricing - options

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Wijnhaven 65 3011 WJ Rotterdam – NL www.ithappinessbenchmark.com Phone: +31-102409088 E-mail: [email protected] Follow us on @ithappiness