Nexthink's End-User Feedback module provides contextual insight to prioritize what the university needs and improve productivity.

Nexthink, a leader in end-user experience management, today launched a new End-User Feedback module that provides a direct communication channel between IT and business end-users. This new capability transforms the way IT obtains feedback so they can more closely understand specific business needs.

The new Nexthink module enables IT executives to ask questions to end-users directly on their device based on each individual context, to gather real-time feedback about their perceived experiences with business applications and services. This new way of collecting instantaneous end-user feedback both streamlines and speeds communication, enabling IT to make better decisions faster. By combining direct end-user feedback with Nexthink’s endpoint analytics, IT has both the qualitative and quantitative data necessary to improve business productivity and outcomes.

For the first time, direct feedback from end-users can be analyzed together with hundreds of metrics currently reported by the Nexthink Collector. The contextual feedback is key to understanding the end-user’s perception and their level of satisfaction. This is an essential component for the Information Technology Infrastructure Library (ITIL) continuous service improvement practice.

“Most monitoring solutions attempt to measure end-user experience by extrapolating data from the network, servers and log files. At Nexthink, we believe the source of truth for end-user experience is on the endpoint,” said Pedro Bados, CEO and co-founder, Nexthink. “Now with end-user feedback, IT executives get a complete picture of end-user experience and more importantly, how to improve it, in order to deliver the best IT for the business.”

According to a recent study from a leading analyst firm, 90% of IT executives admit that their end-users experience problems that they have no way to detect. Adding to the challenge, end-users do not always report issues to IT, with 40% indicating they are too busy and/or feel that IT cannot resolve their issues fast enough. As a result, end-users live with the issue, which impacts productivity, and IT has no way of knowing of this problem.

Article first appeared on Nexthink here.