Case Study: Region Midtjylland boosts end-user happiness with HappySignals

Region Midtjylland boosts end-user happiness 24% with HappySignals

Region Midtjylland, the IT service desk for a public sector region in Denmark, faced challenges in measuring end-user satisfaction and identifying effective improvement areas. Their goals were to achieve high customer satisfaction rankings and obtain SDI Accreditation. Before implementing HappySignals' Experience Intelligence platform, they lacked a dependable source of easily understood experience data to guide their efforts and create a shared view of IT service performance across the organization.

Using HappySignals, Region Midtjylland established instant feedback loops for agents and actively used IT Support Profiles to tailor services. The solution provided the dependable data needed to make effective decisions and foster a collaborative, non-punitive environment focused on improvement. As a result, HappySignals helped achieve a 24% increase in end-user happiness, a dramatic reduction in perceived waiting time from 4h 53min to 1h 40min per incident, and a threefold higher feedback response rate. This data was instrumental in the service desk achieving 4-star SDI Accreditation status.

Region Midtjylland