IT Happiness as KPI
In today’s world, technology plays an increasingly significant role in both our work and personal lives. A joint research effort conducted by Yorizon and Erasmus University has shed light on the relationship between information technology (IT) and people’s experience of happiness. The study, conducted by Veenhoven and Vogelaar in 2020, reveals that depending on how IT is deployed, individuals may either experience greater happiness or unhappiness. This phenomenon is particularly noticeable in the workplace, where employees now spend a significant portion of their day in front of screens, relying heavily on IT to perform their job functions. The COVID-19 crisis has further highlighted this dependence on IT.
When IT systems fail or do not function smoothly, it has significant consequences not only for organizational productivity but also for the well-being of end users. These two aspects are interrelated and cannot be examined in isolation. The happiness of employees increases when they feel that they are making visible contributions to the organization’s objectives, and in turn, happy employees tend to be more productive. Given the substantial impact of IT on productivity and well-being, it is crucial to establish a Key Performance Indicator (KPI) to measure the user experience of IT. Yorizon has developed the IT Happiness score as such a KPI, which has become the standard for many IT departments worldwide over the past decade.
The IT Happiness methodology focuses on measuring the user experience, encompassing factors such as the IT department’s customer focus and satisfaction with the products and services provided. Technical Service Level Agreement (SLA) criteria, which often serve as the basis for evaluating IT services, are also considered in IT Happiness measurements. However, equal attention is given to psychological aspects, including perception and the user’s overall experience. Yorizon’s approach is characterized by its emphasis on identifying both areas for improvement and strengths, enabling proactive involvement of the IT organization and fostering team flow.
Beyond being a KPI, IT Happiness holds a broader significance. Yorizon firmly believes that it is a valuable metric for every IT department, but the IT Happiness philosophy goes beyond focusing solely on this KPI. Ultimately, a KPI is merely a thermometer, devoid of value without active engagement. IT Happiness represents a way of thinking, working, and even living. From this perspective, Yorizon helps companies optimize the IT experience of users through IT Happiness programs that prioritize enthusiasm, team flow, and customer focus. While the IT Happiness score can serve as a starting point, other KPIs can also form the foundation of an IT Happiness program. The ultimate goal is to enhance the IT experience of users rather than simply selling thermometers, and Yorizon supports organizations that work with different KPIs.
And what about NPS?
One commonly used KPI in commercial organizations is the Net Promoter Score (NPS), which measures customer loyalty. Consequently, many organizations inquire about the possibility of utilizing the NPS for evaluating the internal experience of IT services. However, this is not always a straightforward adaptation. The NPS was originally designed to gauge external customer loyalty and relies on the likelihood of customers recommending products or services to friends or acquaintances. Applying this question directly to an internal IT department may not be logical since colleagues often have no alternative but to work with the IT department. However, the NPS has gradually found its way into internal organizations in a modified form that suits their needs. Yorizon’s offers an adapted method for IT departments considering the use of Net Promoter Score (IT NPS) questions, taking into account specific circumstances. With extensive experience in implementing this approach across various organizations, Yorizon’s experts are available to provide further insights and answer any questions or request more information.