A large Dutch organization with over 10,000 employees faced exactly this challenge. The HR service desk – which had been outsourced – put in a lot of effort but received little appreciation from employees. What was missing was a reliable way to systematically collect feedback on service quality.
The Solution: Measuring What Really Matters
With Service Desk Excellence, we implemented a survey solution that gathers feedback immediately after a ticket is closed. Employees can easily share their experience, and the results are presented in an interactive dashboard that provides daily insights into both numbers and employee comments.
This gave the HR service desk a completely new management tool: not only visibility on efficiency, but above all on effectiveness. Because only when you know how employees perceive your service, can you structurally improve processes and communication.
The Case: From 40% to 80% Satisfaction in Six Months
At the start of the measurements, only 40% of tickets were rated by employees as “well resolved.” Not a great starting point—but a clear signal. Thanks to daily feedback, the HR service desk was able to act quickly on concrete issues such as reimbursement procedures, leave requests, and the way tickets were closed.
The result? Within six months, satisfaction rose to 80% of tickets being rated as well resolved. Employees noticed that their feedback was taken seriously, while the HR service desk could demonstrate tangible improvements to both management and staff.
An HR Operations Manager commented: “The dashboard and daily feedback give us control and confidence. We can now demonstrate that our service is not only in order, but also truly valued by employees.”
How the Improvement Was Achieved
The jump from 40% to 80% did not happen automatically. The organization actively and systematically acted on the survey results. Three elements were critical:
Quick detection and action - Because feedback was available daily, HR staff could respond to issues immediately. A suboptimal process that might have remained hidden for weeks or months was now visible within days. For example: recurring feedback about reimbursements led to a simplification of the procedure.
Targeted process improvements - Based on the feedback, several frequently used HR processes were optimized, including the reimbursement and leave processes.
Transparency and trust - Because the feedback was shared with both HR and the external partner operating the service desk, all parties went into problem-solving mode together. Instead of finger-pointing, a culture of “let’s solve this together” emerged. The fact that the survey was independent and reliable gave HR the confidence to use the results with management and employees.
The Impact for HR Executives
Where HR previously had little concrete evidence of service desk quality, they could now demonstrate with hard data and clear improvements: “This is how we are performing today, and this is how we have improved.” This significantly strengthened HR’s credibility.
For HR executives, this means they are no longer dependent on limited ticket data or anecdotal signals. With experience measurements, they gain:
Continuous insight into the effectiveness of the HR service desk.
Data to substantiate improvements to both management and employees.
Greater trust in HR, as employees see that their feedback leads to tangible results.
In short: while operational data tells you something about ticket flow and efficiency, experience data reveals the true quality and value of HR service delivery.
Conclusion
This case demonstrates how crucial it is to measure not only efficiency but also effectiveness. HR service desks that systematically collect employee feedback not only increase service quality but also strengthen their credibility and impact within the organization.