26%
end-user productivity increase reported by customers
Services
HappySignals Services
Experience-led measurement for digital workplace and IT service improvement.
HorizonUX helps organisations implement and operationalise HappySignals to connect employee sentiment with service performance and measurable outcomes.
What is HappySignals?
HappySignals is an experience management platform focused on measuring end-user sentiment across IT and workplace services.
By combining employee feedback with operational context, organisations can:
- • Understand how services are experienced by employees
- • Prioritise improvements based on real user impact
- • Track service quality trends over time
- • Align IT activity to employee experience outcomes
The result is clearer service prioritisation, stronger accountability and better employee experience.
Common data inputs
Surveys
Ticket data
Service catalogues
Device groups
Teams
Regions
Why teams choose HappySignals
20-40%
average response rate versus 5-10% typical CSAT
13M+
end-user responses powering decision-grade benchmarking
Before vs After: Expose the Watermelon Gap
In many IT teams, dashboards look healthy while employees still feel friction. HappySignals closes that gap by connecting sentiment, context and productivity impact to every service decision.
Before
Green SLAs, hidden red experience
- • Success measured by ticket closure and SLA compliance
- • Low feedback volume hides recurring user pain
- • Improvements prioritised by assumptions, not outcomes
After
Experience-led service decisions
- • Journey-level signals reveal where productivity is lost
- • Higher response rates create statistically useful insight
- • Teams invest where employee impact is proven
HorizonUX operationalises this model end to end, from ITSM integration to executive reporting and cross-platform alignment with Moveworks and Nexthink.
Outputs vs Outcomes
HappySignals helps teams move beyond operational green metrics to real employee experience outcomes.
What dashboards show
Output signals look healthy
User issue reported
Request flows to the service desk
Service desk response
SLA target is met
Ticket workflow
Ticket is closed
User experience result
User is still unhappy
Decision blind spot
→
What employees need
Outcome signals drive priorities
Deploy HappySignals
Experience data is connected to ITSM context
Evaluate sentiment, lost time and service patterns
Root causes and high-impact priorities are identified
Apply fixes with service teams, Moveworks and Nexthink
Green outcome: happier users, better productivity and lower friction
Outcome flow
1. Capture employee signal
→
2. Link to ITSM context
→
3. Prioritise high-friction journeys
→
4. Prove productivity outcomes
How HorizonUX Helps
HappySignals delivers value when measurement is tied to service decisions, not dashboards alone. HorizonUX builds the operating model required to turn experience data into action.
- • Deploy HappySignals with a practical operating model
- • Integrate feedback signals with ITSM and DEX tooling
- • Connect insights with Moveworks and Nexthink improvement workflows
- • Prioritise changes that drive happier, more productive users
BenchmarkingRole and segment analysisAI theme detectionLost productivity measurementITSM-linked insightHigh response-rate surveys
Common use cases
Ticket experience trackingIncident trend analysisService quality benchmarkingCollaboration tool experienceEndpoint experience trendsHybrid work support analysisExecutive scorecardsOutcome and value trackingImprovement portfolio reporting
One ITSM + DEX Experience Strategy
Combine operational service data and employee sentiment in one improvement model.
Open each step to see the linked service pillar and core activities.
Step 1
Collect
Capture structured employee experience signals at key service moments.
⌄
Step 1
Collect
Capture structured employee experience signals at key service moments.
Measurement Framework Design
We design an experience measurement model that links perception, performance and service outcomes.
- Experience model definition
- KPI and target design
- Survey framework setup
- Segment and audience mapping
Step 2
Connect
Link feedback to ITSM context: services, channels, handoffs and timing.
⌄
Step 2
Connect
Link feedback to ITSM context: services, channels, handoffs and timing.
Platform Configuration & Data Quality
We configure HappySignals for reliable, decision-ready data that supports operational improvement.
- Survey and feedback configuration
- Data quality validation
- Taxonomy and categorisation
- Dashboard configuration
Step 3
Prioritise
Rank improvement actions by friction and productivity impact.
⌄
Step 3
Prioritise
Rank improvement actions by friction and productivity impact.
Insight & Action Routines
We establish a repeatable cadence for converting insight into prioritised service improvements.
- Monthly insight cycles
- Root-cause reviews
- Priority backlog management
- Service owner alignment
Step 4
Prove
Track outcome improvement, lost-time reduction and service value.
⌄
Step 4
Prove
Track outcome improvement, lost-time reduction and service value.
Stakeholder Reporting
We provide executive-ready reporting that helps leadership make clear, defensible decisions.
- Executive reporting packs
- Service-level scorecards
- Trend and risk summaries
- Decision-focused narratives
Why HorizonUX
We help organisations embed IT Experience Management as a repeatable operating practice.
Outcome-focused measurement
Move from reporting outputs to understanding employee impact.
Decision-grade context
Tie sentiment to services, workflows and operational drivers.
Benchmark-led improvement
Use comparative insight to prioritise what matters most.
Low-overhead operating model
Practical cadence that works with existing ITSM processes.
Interested in HappySignals?
We help organisations build experience measurement routines that drive better workplace outcomes.