Retail Workers, Employees at Large Companies Struggle Most With Workplace Technology
28 Februar 2023 - 3:00PM
Business Wire
Employees in IT and software services are best
equipped to handle system-wide changes while service industries are
less likely to avoid disruption
Workers at midsize companies are most likely to
say their technology beats their expectations
Retail workers are struggling to work productively with
technology at a time when rapid changes to the work environment
have made digital service more important than ever, according to
new data from Qualtrics (Nasdaq: XM).
Depending on the industry, employees have very different
experiences with the technology they use at work, and how well it
meets their needs. The pandemic accelerated technology use at work,
but many companies cobbled together short-term solutions that now
need to be updated, consolidated, or standardized. A recent global
study from Qualtrics XM Institute found that 89% of IT leaders
believe it is extremely or very important for their company to
improve its ability to respond to unexpected events, with 51% of
them saying it is extremely important.
Key insights on employees and workplace technology show that
employees in different industries have varying experiences with the
technology they use at work. Listening to employee feedback on how
well it meets their needs can help prevent symptoms of
burnout.
- Overall, only 34% of employees say the technology their
workplace provides exceeds their expectations. Less than a quarter
(24%) of retail employees agree, but 39% of workers in information
technology or software and services say their work tech exceeds
their expectations.
- 54% of employees say they are rarely disrupted by major system
changes, but only 49% of retail workers say the same.
- Workers at mid-sized companies are most likely to say their
technology at work exceeds their expectations.
This data is from a study of more than 35,000 employees from
nine countries that will fuel Qualtrics’ benchmark insights, which
allow organizations to compare their performance and identify
opportunities across industries and geographies.
System interruptions are hard to avoid in customer-facing
industries
One of the pain points caused by technology is its constantly
changing nature, which forces users to adapt and update their own
processes for using it. Less than half of retail workers say
they’re rarely disrupted by system overhauls, and only 51% of
employees working in the hotels, restaurant and leisure services
say they are rarely affected by major system changes. Disruptions
in these industries can extend to affecting services for the
consumers they serve. By comparison, 58% of people working in IT
and 57% of software services employees can avoid similar
interruption.
“Post pandemic, getting the right technology is one of the
biggest challenges facing companies as they try to keep their
employees productive and engaged,” said Qualtrics Chief Workplace
Psychologist Dr. Benjamin Granger. “It can be tempting to try to
solve problems by introducing new technologies, but sometimes
consolidating platforms to streamline processes is a better
solution. Using tech that doesn't meet their needs or slows their
productivity can be frustrating and contribute to employee burnout,
so regularly listening to employees who use the tech tools is
essential.”
Mid-sized companies find the sweet spot while small and
extra-large businesses share similar struggles
Technology needs differ by company size, and workers at
companies with 5,000 to 9,999 employees fare best with their
workplace-provided tech. These employees are much more likely to
say their technology exceeds their expectations - 42% say so,
compared with the 34% of employees worldwide. System-wide changes
are also less likely to affect their ability to work, as 60% say
they are rarely disrupted by changes.
Despite the difference in their workforce sizes, employees at
small organizations (fewer than 500 employees) and extra-large ones
(more than 50,000 workers) report similar challenges with their
workplace technology. Less than one in four employees say their
technology exceeds their expectations, and less than half say their
work is rarely disrupted by system-wide changes to their
technology.
Global Employees
Small Companies (<500
employees)
Mid-size Companies (5,000-9,999
employees)
Extra-large Companies (>50,000
employees)
Employees who say technology at work
exceeds their expectations
34%
23%
42%
24%
Employees who say they are rarely
disrupted by major system changes
54%
49%
60%
47%
Methodology
This data comes from a study of more than 33,000 employees in 25
countries conducted in Q3 2022. Respondents were 20 years or older
and roughly representative of local demographics. All were
full-time employees at companies with 100 or more employees.
About Qualtrics
Qualtrics, the leader and creator of the experience management
category, is a cloud-native software provider that helps
organizations quickly identify and resolve points of friction
across all digital and human touchpoints in their business – so
they can retain their best customers and employees, protect their
revenue, and drive profitability. More than 18,750 organizations
around the world use Qualtrics’s advanced AI to listen, understand,
and take action. Qualtrics uses its vast universe of experience
data to form the largest database of human sentiment in the world.
Qualtrics is co-headquartered in Provo, Utah and Seattle, and
operates out of 28 offices globally. To learn more, please visit
qualtrics.com.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20230228005589/en/
Lauren Braun, Qualtrics press@qualtrics.com
Qualtrics (NASDAQ:XM)
Historical Stock Chart
Von Jun 2024 bis Jul 2024
Qualtrics (NASDAQ:XM)
Historical Stock Chart
Von Jul 2023 bis Jul 2024