Technology plays an increasingly significant role in our work and life. Joint research by Yorizon and Erasmus University shows that information technology has a demonstrable relationship with people’s experience of happiness. Depending on how it is deployed, people may be happier or unhappier because of IT (Veenhoven & Vogelaar, 2020). This is also clearly noticeable in the working environment. Nowadays, most employees spend a large part of the day sitting at a screen and are fully dependent on IT to be able to do their jobs. This dependence on IT has become even more visible because of the COVID-19 crisis.
If IT does not work well and easily, it has major consequences for the productivity of the organisation, but also for the well-being of end users. These two things cannot be seen in isolation from each other. The happiness of employees increases when they can visibly contribute to the objectives of an organisation, and happy employees are more productive. Given the significant impact of IT on productivity and well-being, it is valuable to have a Key Performance Indicator (KPI) for the IT user experience. Yorizon has developed the IT Happiness score as KPI. In the last decade, the IT Happiness score has become the standard KPI for many IT departments worldwide.
The IT Happiness methodology measures the user experience, such as the IT department’s degree of customer focus and the satisfaction with the products and services provided. An IT Happiness measurement also includes technical SLA criteria, as these often form the basis of the evaluation of IT services provided. However, just as much attention is paid to psychological aspects, such as perception and the user’s experience. Another characteristic of Yorizon’s approach is that it looks at aspects that are lagging behind as well as the positive points. As a result, the IT Happiness methodology makes it possible to improve where necessary and to build on strengths. This ensures proactive involvement of the IT organisation and encourages team flow.
IT Happiness more than a KPI
An IT Happiness measurement is important as a reference point for improvement and the creation of team flow. At Yorizon, we are convinced that the IT Happiness score is a valuable KPI for every IT department. However, the IT Happiness philosophy does not primarily revolve around this KPI. A KPI is ultimately no more than a thermometer. Without activation, a KPI has no value. IT Happiness is a way of thinking and working, and perhaps even a way of life. That is why we work from the vision that the IT experience of users has a major impact on productivity and well-being. Yorizon helps companies to optimise the IT experience of users through IT Happiness programmes that place the emphasis on enthusiasm, team flow and customer focus. The IT Happiness score does not necessarily have to be taken as a starting point. Other KPIs can also form the basis for an IT Happiness programme. After all, our higher goal is to optimise the IT experience of users, not to sell thermometers. That means that we also support organisations that work with other KPIs. For example, we discuss the NPS below, a KPI often used by commercial organisations.
NPS for IT departments?
IT Happiness is a method to measure points for improvement and enthusiasm among IT end users and other stakeholders. Many organisations use the NPS (Net Promoter Score) methodology in a similar way for commercial customer relations. We are regularly asked whether we can also utilise the NPS for the internal experience of IT services. This is not always so simple. Originally, the NPS was an instrument for measuring external customer loyalty. The central element in this methodology is whether a customer would recommend the products or services to friends or acquaintances. It is not usually a logical step to ask this question literally about an internal IT department. After all, the IT department cannot offer services to ‘friends or acquaintances’ (unless it is an MSP). There is no point in recommending to colleagues either, because they already work with the IT department, often as a ‘forced choice’. Nevertheless, the NPS has slowly but surely gained a foothold in internal organisations as well. In a slightly modified form, this method is also very suitable to use. Consequently, the IT Happiness Platform offers an adapted method for IT departments that are considering utilising the Net Promoter Score (IT NPS) questions. It is also important to take a close look at the specific circumstances. By now, Yorizon has gained plenty of experience with this approach at a wide range of organisations. Our experts are happy to tell you more. Feel free to ask a question!