Study: Most Americans Satisfied with their IT Departments

With the rise of more digital autonomy enabling resources, many have speculated that IT departments are in a decline. However, a study recently found that most Americans are extremely satisfied with the service they are getting from their IT departments.

This survey, which polled more than 500 respondents within the United States in various industries, measured the following:

  • Primary methods for submitting requests to IT
  • How often users solve their own IT challenges
  • How long it takes users to reach out to IT
  • Where users go to answer their IT-related questions
  • How quickly IT-related issues get resolved
  • What letter grade users would give their IT departments

The survey found that although some people are able to resolve IT issues on their own, many people rely on IT to solve their issues — and when they do reach out to IT, these issues are generally resolved quickly and favorably. This indicates that there is still a great need for IT expertise. And, as technology continues to advance, expert help will continue to be sought after.

A more autonomous end user

Survey results revealed that many end users are now able to successfully resolve their own problems without involving IT, with 34 percent of respondents reporting that they solve IT challenges on their own at least most of the time, if not more frequently. This is compared to only 19 percent of respondents who indicate that they rarely solve their own problems.

This trend is likely the result of expanding resources available at the fingertips of end users, such as search engines and video tutorials.

When looking for IT help outside of IT departments, respondents most often turn to a number of different resources in their quest to resolve their issues. Among these options are Google (58 percent), co-workers (45 percent) or corporate resources (39 percent).

In fact, only 17 percent of the respondents immediately reach out to IT when they have a problem, while 68 percent give it a few tries on their own, before seeking assistance.

This may indicate that because end users are fairly successful in resolving their own challenges, they are more likely to try to resolve their issues on their own before reaching out to IT. This frees up IT departments to focus on more complex issues and challenges that end users face.

Faster response times with less impact on productivity

The survey shows that a vast majority of users are able to get relief from their IT woes quickly and efficiently. In fact, 88 percent of respondents report that their IT departments typically handle incoming requests within 24 hours — and 28 percent report a resolution within an hour of submitting the request. The number of respondents reporting that requests taking longer than a week represent less than 3 percent of respondents, showing that quick IT support is the norm, not the exception.

With so many IT issues being resolved within the hour, technical challenges have a relatively low impact in terms of lost work hours. In fact, 44 percent of respondents said they lost less than one hour of work hours each month due to IT issues.

Top of the class

When asked what letter grade they would give their IT department, the vast majority gave their IT departments either an “A” or a “B” grade.

This indicates that most people find their IT departments to be helpful and useful in resolving their technical issues. It also shows that, in a world where the media often criticizes IT, these departments still play a crucial role in the business economy and excel at their jobs.

To learn more about IT department trends and attitudes both in the United States and throughout the world, LANDESK will be releasing an expanded report shortly, which you can sign up to receive here.