The Data Doesn’t Lie: Workers Reveal What Their DEX is Really Like

The Data Doesn’t Lie: Workers Reveal What Their DEX is Really Like
September 27, 2023

Employees report just 44% of the IT issues they face, which is 11% less than they reported back in 2019 when we asked the same question.

That’s not good.

Coincidentally, we published the first DEX Industry report a few months before the pandemic, back when Digital Employee Experience was still a relatively novel idea.

While Nexthink had experienced steady success prior to the pandemic, it became evident in 2020 that our product and strategy had reached a new tier of relevancy for many businesses (and media outlets). The ease and transparency with which we could transition thousands of employees to remote work environments, made us an obvious and easy choice for new customers.

Flash forward three years and now DEX is talked about in maskless, in-person conferences; it’s written about in media outlets; and it’s researched by major analyst firms and companies alike.

Recognizing our history and growth with DEX, we wanted to ask the same questions we did back then to compare and contrast what IT Leaders & employees say about digital work.

You can read the entire report here, but I think the 44% statistic should make the hair stand on the back of your neck.

I can only surmise a few reasons why this is so low:

  • Confidence in the IT Help Desk has dropped while working in a remote/hybrid environment, so people call in even fewer issues.
  • The work at home scenario comes with lower expectations, so people live with issues more frequently. When you’re in the office, we expect our DEX to be better. However, I think this mentality is changing, especially with our customers—they’re realizing that you can have a safe, productive digital experience wherever you connect.
  • The antiquated desire in IT to increase calls/tickets for help. This is problematic on many levels, but chiefly because it’s a reactive strategy. IT support is essentially saying “we’re going to let the issues fall to you, then it’s your responsibility to report said issues”.
  • IT still hasn’t solved its visibility problem. We’ve researched and cited this vulnerability countless times before—whether it be in software licensing or hardware assessments—all too often, EUC teams are complacent with ticket data because they don’t have eyes on what’s happening with their DEX (or if they do, it’s often after an error has impacted the user base).

So, what about the tickets that employees do report? How is IT faring with those 44% of incidents?

Not great.

Employees average at least one IT problem per week and whenever they raise their hands, it can take up to 27 minutes for EUC support to fix those problems!

27 minutes can mean different things to different people.  For younger generations that might mean 412 consecutive TikTok videos.

But for IT Leaders and Corporate Executives, there’s another way to think about it:

Imagine for every 10,000 employees, on average 19,000 tickets get logged to the service desk each month, which means, based on our research (44% known vs. 56% unknown issues), more than 24,000 issues go unreported!


With 19,000 tickets logged monthly, it can take EUC teams 8,580 hours each month to resolve them! That’s 50 FTE’s of wasted employee productivity every year due to ticket resolution!

And during the other 56% of the time when employees avoid IT, they’ll instinctively turn to the following 3 options:

What actions do you take when you experience IT/technology issues in your role?

Now, a reboot isn’t the worst idea in most cases, but what should concern you are the other two options. For most office workers, attempting to fix an IT problem (alone or with other equally unqualified co-workers) is the equivalent of trying to replace your car’s engine instead of letting a qualified mechanic do the job.

The takeaway here is clear: Just one employee computing problem can trigger a disruption for several employees.

Of course, there are ways to avoid such scenarios with Nexthink.

Get a better understanding of how IT and Office Workers perceive the Digital Employee Experience today by reading the full report here.


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Sean is a writer, editor, and content marketing strategist. He plays a hand in shaping most of Nexthink's digital content, and has made a career in product marketing and writing for private technology companies and media outlets. Learn More

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