December 7, 2021
According to a new report findings unreliable IT service and equipment (in-office or remote) was the third most influential factor for employee turnover or burnout, behind poor salary and an unhealthy work culture. Almost 20 percent of all respondents would opt to leave their job because of a poor IT experience. The Digital Sabotage & The Great Resignation report from Nexthink claims that the digital employee experience has implications for productivity, talent referrals, employee retention and customer satisfaction.
A driver of poor DEX can unfortunately be self-created in some cases, 82 percent of senior ITDMs believe that employees at their organisation don’t realise that they are often the source of their own digital frustrations. The study suggests that employees downplay when self-reporting certain activities like saving personal files to work devices, ignoring IT/security messages on screens until they’re forced to act and using personal public cloud storage for work documents, meanwhile IT knows employees are participating in these “self-sabotaging behaviors.”
“Digital environments are the connective thread for enterprises”
“The ongoing pandemic and resulting remote work has brought employee experience issues to the forefront, specifically the role that IT plays in either assisting or hindering that experience as digital environments are the connective thread for enterprises,” says Yassine Zaied, Chief Strategy Officer of Nexthink. “What’s concerning is that only 32 percent of employees were aware their company even had a dedicated digital employee experience resource within IT. Combined with employees stating they would leave their job because of a poor IT experience, in this time of the Great Resignation, businesses can’t risk this.”
That’s not all – the report highlights how IT mishaps not only impact employee productivity, but can strain customer relationships, 68 percent of senior ITDMs report at least one IT issue per week and 54 percent of senior IT decision makers admit that IT failures have often or sometimes led to embarrassing situations with customers and business partners at their organisation.
Employees often unintentionally sabotage their own productivity by trying to fix IT problems themselves. More than half of respondents try rebooting and asking colleagues if they are also having issues, while only 15 percent report contacting the IT help desk for help.
While organisations are investing in DEX many employees aren’t clear on who is responsible for it. Only 30 percent of employees believe that IT is involved in creating a better DEX, compared to 64 percent of ITDMs who know it is their team responsible for this.
IT plays a major role in whether or not employees will help with recruiting efforts. 42 percent of employees say that the quality of the digital workplace influences their willingness to recommend their organisation to job seekers, and 82 percent of IT decision makers agree.