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POV

Measuring the Elusive End-User Experience

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by Lisa Borden

Technology in the workplace seems to change almost daily, leaving most of us scrambling to adopt the latest tool in hopes of supercharging our productivity. For an organization that invests its time and resources—or its outsourcing dollars—to keeping up with continuing advances in employee-facing technologies, knowing how the users are faring in their day-to-day interaction with the technology is critical to managing IT service delivery and optimizing spend.

Leading IT departments and global service providers recognize it is no longer sufficient to rely on even the most carefully constructed service level agreements and key performance indicators to manage their IT services. These measurements do not correlate with desired business outcomes, like quality, productivity and service, or fully capture the increasing importance of workplace technology to employee engagement and job satisfaction.

Though some IT departments and service providers have moved to collecting quantitative and qualitative data to measure the impact of their services and technologies on the end user via periodic online surveys, designing and conducting in-house surveys on a regular basis; comparing, analyzing and reporting the results; and defending the data can be a daunting, resource-consuming project. This is especially true if the organization hopes to continually measure end-user satisfaction on a regular basis.

In addition to having insight into the end users’ experience in the workplace, IT service delivery also benefits from a comparison to industry standard services with statistical analysis of specific functions that reveals the drivers of performance as they relate to customer satisfaction. A comparison of data—about performance of the IT service desk for example—with historical and/or peer benchmarks provides real insight into the effectiveness of existing SLAs and enables organizations to prioritize future technology service investment.

When an organization conducts this kind of assessment as part of an ongoing cycle of change, they are more likely to see tangible improvements in their end users’ experience of technology with enhanced worker productivity and employee management.

By using a professional and independent external researcher, IT service providers maximize the opportunity to cost-effectively improve the end users’ technology experience. ISG’s User Experience index (UEi) enables independent measurement and benchmarking of end users satisfaction with a range of IT services and tools no matter how they are delivered, whether outsourced, offshored or in-house.