Software problems could mean companies are losing millions of potentially productive hours, according to a study by Userlane.
The company found that a third – 35% – of employees in the UK spend at least one hour a week dealing with software issues, while 61% spend at least 30 minutes a week on these challenges.
A majority – 70% – of employers say their overall use of technology in the workplace has increased over the past two years, according to Userlane, as demand for online collaboration in particular has increased with the move to hybrid work.
What disappoints the workers?
The fact that the use of software can take time is the most common complaint among respondents and was cited by 44% of respondents in the survey.
The IT department, which does not respond quickly to inquiries or problems, was another common complaint cited by 39% of respondents.
Software that involves too many complex processes is another common problem, cited by 23% of users.
The Userlane study also shows that software challenges affect the way users approach their work.
Just under half – 44% – of employees in the UK have postponed important work as a result of software complaints, according to the data, while 41% have openly complained to their employer
Userlane data also suggest that about one-fifth of employees in the UK – 18% – have looked for a way to perform the same tasks manually, while one in ten – 10% – have refused to continue using software.
More seriously, 8% of respondents admitted that they were considering quitting their jobs due to software problems.
How do companies cope with these challenges?
In terms of companies’ attempts to improve software uptake, the most popular strategy was to communicate the benefits of the new software to employees, which accounted for 36%.
Expanding the capacity of the IT support office and organizing more training sessions in the classroom were also popular strategies, cited by 34% and 33% of the surveyed organizations.
Almost a third – 30% – of companies are implementing a digital reception platform according to Userlane, and the same number are creating written manuals for software training.
“From these findings, it is clear that digital adoption needs to be improved if large-scale software deployments are successful,” said Hartmut Hahn, CEO of Userlane. “Of course, it’s important for businesses to address the shortcomings of their software training.”
He added: “But we must also remember that the ‘one size fits all’ approach will not work here – we all learn in different ways and this must be reflected in the training and support offered by the companies.”