The research shows employers have work to do on the wider IT experience, with more than a third (37%) not reporting a good IT experience.
Looking across experience in different sectors, we can see some substantial differences.
Those working in financial services (65% reported a good experience) are much more likely to have a positive experience of IT at work than those working in the charity sector (53%).
Those in the private sector (69%) are much more likely to have a good IT experience than people working in the public sector (52%).
As they’re breaking new ground with remote working, employers must maintain an understanding of what the day to day experience is like for remote workers, and how they can improve it.
In many cases, however, the picture is far from clear.
While in our 2018 CIO survey the majority (79%) of CIOs reported they were measuring IT experience in some way, there is a clear case for expanding the number of people questioned.
Just a third (33%) of workers say they have been asked for feedback on the IT experience.
The explanation for the disparity in numbers may be that the measures deployed by CIOs to measure user experience (surveys and feedback on service desk call quality) are simply not recognised by users as an effective way of measuring their experience.
Again, sector has a significant part to play, with those working in financial services (39%) much more likely to report being asked than those in the healthcare sector (28%).
Organisations should also consider checking more frequently; fewer than half (41%) of those who are asked about their IT experience said this happens at least once a quarter.
The results also revealed that only just over a fifth (21%) of those who had been asked for feedback said that their IT experience had improved ‘a lot’ as a result, with a quarter (25%) seeing only none, or not very much improvement at all.
Employers are clearly acting on the feedback to an extent, but the results suggest organisations should go further when it comes to implementing changes based on what their workers say.
41: Fewer than half of those who are asked about their IT experience say this happens once a month