Case Study: Wiley boosts IT experience feedback and response rates with HappySignals

Wiley increases response rates to over 25% with HappySignals Ltd

Wiley, a research and education company, faced challenges with its outdated method of gathering end-user feedback through annual surveys. They needed a new tool to aid their IT culture development and move to human-centric operations. Wiley compared ServiceNow's tool to the HappySignals Experience Management platform and was surprised by the impact of HappySignals' fully developed, out-of-the-box product.

HappySignals provided an easy-to-implement solution that delivered real-time experience data. After a 6-week proof-of-concept, Wiley saw a staggering 20% increase in response rates overnight. The measurable results included a five-fold increase in response rates and an 18.9% reduction in lost time over IT incidents. HappySignals enabled Wiley to identify improvement areas, make decisions based on honest feedback, and report data directly from the tool without manual exporting.

Wiley