Case Study: ANU improves IT service experience with HappySignals

ANU raises Incident NPS to 83 and cuts lost time with HappySignals Ltd

The Australian National University (ANU) faced the challenge of moving beyond traditional operational metrics to truly understand and improve the end-user experience of its IT services. To achieve this cultural shift, ANU partnered with HappySignals and implemented its IT Experience Management (ITXM) platform to gain deeper, human-centric insights and replace their previous NPS tools.

Using the HappySignals platform, ANU fostered an organization-wide focus on experience ownership, revamping communications and resolver groups to reduce ticket reassignments. This solution delivered significant results, with Incident NPS rising to 83 and Request NPS climbing to 88, while the average perceived lost time by users was nearly halved. HappySignals empowered ANU to unify its support teams with an end-to-end approach, turning user feedback into actionable improvements.

ANU