For a 10,000-person organization, IT downtime could be costing $25 million a year1
New research launched by Nexthink, the global leader in digital employee experience management, finds that IT challenges and poor digital work experiences are costing businesses tens of millions of dollars in lost work time and that the problem is much bigger than IT leaders realize. With employees saying that only just over half of workplace technology issues they experience are actually reported to IT, the IT department does not have visibility of the problems that exist in their organizations. For a company with 10,000 employees, this could equate to nearly half a million dollars per week and $25 million per year.
“A significant amount of downtime per employee is a reality for many organizations but IT teams don’t have visibility of the poor digital experiences that employees have to put up with”
The Experience 2020 Report: Digital Employee Experience conducted by independent research firm Vanson Bourne, shows that employees are losing an average of 28 minutes every time they have an IT-related problem. The report also shows that IT decision makers believe employees are experiencing approximately two IT issues per week, wasting nearly 50 hours a year. However, as only just over half of IT issues are being reported, the numbers are more likely to be nearly double that – close to 100 hours (two work weeks) a year. This has led to a vicious cycle of employees trying to fix IT problems on their own, leading to less engagement with the IT department, which doesn’t have visibility into how the technology is being consumed.
There exists a major disconnect between IT departments and employees, with 84% of employees believing that their organizations should be doing more to improve the digital experience at work. However, a staggering 90% of IT leaders believe that workers are satisfied with technology in the workplace, highlighting the discrepancy between perception and reality of the digital employee experience. Ironically, innovative IT leaders are exacerbating the problem by introducing new technologies and digital transformation projects without having visibility into the success of these projects. These new technologies negatively impact employees’ digital experiences because IT cannot measure how the change is impacting their day-to-day work.