- Measure your IT user satisfaction and start as simple as possible
- Compare your outcomes with those of other IT departments to put your situation in perspective
- Don’t go for a 100% score. Consider your score a baseline to move on from and improve on
- Focus on the positive, on your achievements
- Make frequent measurements (quarterly or monthly); keep them short
- Communicate the results openly and transparently
- Explain the actions you have undertaken
- Use positive ‘happy’ quotes from your users to underline your actions
- Celebrate improvements without being arrogant
- Start again from 1.