IT User Satisfaction: The Green Elephant Annual Report 2015

What Happens When You Ask 100,000 Employees What They Think of IT


It takes a special kind of courage for an IT executive to perform an IT satisfaction survey, and using our PÜLS survey system, we did just that. We asked 100,000 employees their thoughts on IT and how their IT experiences can improve.

Now, one would think that doing a survey for IT services would bring a lot of discontent. But actually, far from it! In fact, most of them have very nice things to say about IT.

The biggest surprise is how reasonable they all are. They work in the same organization, and all they want are reliable tools to help them do their job.

We’ve found five main areas of dissatisfaction:

  1. Equipment
  2. Mobile support
  3. Help-desk
  4. Printers and conference rooms
  5. Over-aggressive security


1. 55% of users are not happy with their equipments

IT executives like to think that IT is so much more than simply computers and printers. But for employees that spend on average 5.5 hours a day in front of their screen, their computer is everything.

Yet, more than half (55%) of the employees surveyed are dissatisfied with the performance and reliability of their IT equipments. Too slow, buggy, screens that are too small.

The main excuse we like to give for the poor state of the It equipment is budget, or lack thereof. But when we consider that a typical IT budget is $15,000 per employee and that a computer lasts 4 years, computers only represent 1% of the entire budget. Surely there is room to improve.

“IT is spending a fortune on new applications, but they can’t be bothered to give us computers that work”. - Actual user comment


2. Mobile devices are not an exception anymore

IT has been reluctant to fully support mobile devices, treating it as a necessary evil. costly and difficult to support, they like to restrict its use.

No surprise that over 64% of employees are dissatisfied with the way IT supports mobile devices today.

When we consider that the average user consult his/her mobile device more than 150 times a day, we can’t deny the importance of mobile.

And BYOD (bring your own device) strategies actually made it worse, leaving the users in a situation where they need to resolve issues between IT and their suppliers by themselves.

“They say they don’t support iPads, yet everyone in IT has one”. - Actual user comment


3. The help-desk doesn’t have time for support

Employees contact the help desk on average once a month. They are the group in IT with the most contact with the rest of the organization. But these contacts are often negative.

42% of the employees surveyed found the help-desk to lack courtesy.

The focus on measuring help-desk productivity (number of tickets closed) has lead technicians to focus on speed rather than on satisfaction.

“When I call, I always feel like I’m disturbing them”. - Actual user comment


4. Printers and conference rooms

39% of the employees surveyed found the common assets such as printers and conference rooms to be unreliable.

The attitude of employees towards these common assets is similar to the pot of coffee, it is simpler to let someone else take care of it. Thus, unless IT proactively monitors these assets, days could go by before someone report a problem.

“We gave up on using the video conference, it never works”. - Actual user comment

 


5. You can’t block everything

37% of the employees surveyed were dissatisfied with their level of access to external tools and applications. The number one reason given to block this access was for "security".

Everyone understand the need for security. But security shouldn’t prevent access. If a tool or service is not considered secure, then an alternative should be offered.

“All of our external partners are on dropbox. But not us, we’re not allowed”. - Actual user comment

 

User Satisfaction Impacts The Business Value of IT

These issues are not “strategic” or ROI-driven. Yet they have a dramatic impact on how people perceive the rôle of IT within their organization.

If IT can’t even make their printers work, why would we give them a strategic initiative? Or more money?

Our researches have shown that IT organizations that do not meet the basic needs of the users are not considered as providing value, regardless of the projects and strategic contribution that they are making.

 


 

Boost satisfaction with IT by 18%.

See how our IT user satisfaction survey can help improve satisfaction without increasing budgets.

Posted on December 9, 2015 and filed under blog.