A closer look at IT in 2025 through the lens of 2.28 million responses

IT EXPERIENCE BENCHMARK REPORT INSIGHTS BY SAKARI KYRÖ

The latest Global IT Experience Benchmark Report is out—and the data tells a clear story. Based on over 2.2 million end-user responses in more than 130 countries, this report explores where IT is making a real impact and where we still have work to do.

Here’s what jumped out to us:

 👉 A small portion of tickets cause the biggest headaches. Only 13% of cases create a big impact, driving 80% of all lost time. 

 👉 Each incident = ~€160 in time lost. Productivity loss isn’t abstract anymore. It’s measurable, and it’s costing us.

👉 Ticket reassignments seriously hurt experience. More reassignments = lower happiness and longer resolution times.

👉 Human-centric IT makes a difference. Teams using experience data proactively are seeing up to 24% happier users and 26% more productivity. Experience isn’t fluff. It’s a strategy. 

👉 Devices and applications don’t make much noise. But when they’re slow or hard to use, the frustration builds and productivity takes a hit.

👉  Clear, timely, and empathetic IT communication makes users feel heard and is one of the simplest ways to improve the experience.

 👉 Internal vs outsourced? Both can shine. What matters is using experience data, intentionally and consistently, to improve.

 The big picture? IT is developing from process-driven to people-powered. And the more we listen to the real experiences behind the data, the better we can serve, support, and scale.

 Want to explore the full story (and all the juicy stats)? Get the 2025 Benchmark Report here.

 Sakari Kyrö, Product Strategy Lead

Missed the ITXM Summit? Insights now on video

It’s been a packed month for the HappySignals team, with highlights across London, Vegas, and beyond.

 One of the key moments was the ITXM Summit in London, where we explored how experience data helps IT prove its business impact, featuring guest speakers from Invesco, GEA, and Fujitsu. You can catch all the session recordings here! 🎥

Until next time! ☀️ ⛱️