Users’ frustrations about tech problems can add up – a new survey says those issues could actually make users consider leaving the company. Here are some ways IT can improve support to keep bad tech problems from driving employees out the door.
Despite the difficult job market, 18% of employees admit they’ve considered quitting their jobs because of frustration with software programs, according to a recent survey conducted by software-as-a-service provider TrackVia.
Additionally, 17% of the 350 non-IT employees surveyed said they’ve thought about leaving the company because they don’t have access to the right software to do their jobs.
Users believe they’re losing a lot of productivity because of IT issues. Just 9% of users said the software they use helps them work as productively as possible. The others said that every month, software issues cost them:
- Up to an hour (35%)
- One to three hours (29%)
- Four to six hours (14%)
- Seven to ten hours (8%), or
- More than 10 hours (5%).
The majority (61%) of users said if they knew how to write software, they could design applications that are better, more user-friendly and more productive than what they’re currently using.
Why aren’t employees already using the best available software? According to 20% of the survey’s respondents, it’s because IT doesn’t understand their jobs.
Improving that understanding will be essential if IT departments want to avoid being a factor in employees’ decreased job satisfaction. Failing to meet users’ needs will probably cause more problems in the future — as trends involving personal mobile devices show, users are becoming more likely to find their own ways around what they consider to be IT’s limitations.
To fix the problem before it gets bigger, IT managers may consider:
- Regularly meeting with representatives from each department in the company to find out what’s working and what isn’t in terms of the technology currently in use
- Using data like the results of this survey when arguing for the importance of a bigger IT support budget, and
- Re-evaluating your department’s help desk procedures to make sure when users do have problems, they’re being fixed as efficiently as possible.