Most IT leaders have a dashboard full of satisfaction scores and still can't say what to actually fix, or by how much. That gap is what Hank Marquis has spent decades pointing at, and it's where episode two of The DEX Compass focuses on. Hank is a Gartner Leadership Partner in Infrastructure and Operations with 35-plus years across CIO, CTO, and ITSM consulting, and he's founded and sold IT tools companies along the way. He's also the author of Completely Satisfied, a book built on one uncomfortable idea: a high satisfaction score can't tell you what's broken. We get into why sentiment and pulse scores are lagging indicators instead of diagnostic ones, what that means for anyone running their program off NPS or CSAT, and how the DEX-COS root-cause structure ties back to the SERVQUAL Gaps model. Hank also makes the case for where a standard like this fits alongside ITIL and COBIT, and the biggest risk he sees when an organization adopts a framework without doing the measurement work underneath it. If you've ever stared at a green dashboard and still felt like something was wrong, this one is for you. Download the DEX-COS and learn more about the Practitioner Advisory Council at www.thedexauthority.com
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