Measuring employee experience is the key to IT service management success. Help desk survey analytics provides a window for IT leaders to look into how users perceive your services and service quality. It opens up a two-way communication channel that enables users to voice their concerns and IT leaders to understand those concerns better.
Forrester emphasizes that quantifying employee experiences, and linking it to business outcomes, is the simplest strategy to propel IT departments towards growth and efficiency.
Analyze qualitative and quantitative data separately.
Split survey data by demographics to understand the audience better.
Prioritize indicators that impact business objectives.
Identify and differentiate causation and correlation.
Continuously track incremental improvements.
