Millennials vs. IT Mangers: Study Shows Disconnect in IT Support
Expectations
BOMGAR™
Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011
• Nearly 60% of Millennials think 10 minutes or less should be more than enough time to address and solve a problem
• Only 25% of tech support groups have a policy or SLA for a response time of less than 10 minutes
• 33% of Millennials wait longer than they find acceptable for a response from their support department
Millennials expect near-instant responses when they have an IT issue
BOMGAR™Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011
• 61% of Millennials look first to sources outside the company when initially trying to solve a problem
• The vast majority (71%) have used Google to search for a solution at least once; some more than 5 times
Millennials tend be self-sufficient when troubleshooting technology issues
BOMGAR™Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011
Millennials are “mobile” at home and at work
• 30% of Millennials use a mobile device for work on a weekly basis
• 20% Work outside of work hours almost every day.
• 41% stop working if they are working outside of office hours and cannot get tech support
BOMGAR™Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011
• 6 out of 10 Millennials said the telephone was not their first choice
• 70% did not list email as a preferred communication channel
• Chat was among the top three choices for over half of Millennials surveyed
The majority of Millennials prefer instant text-based communication over traditional telephone or email
BOMGAR™Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011
• 74 % of Millennials give support a positive rating
• 59% of Millennials say support affects work satisfaction
Millennials do not have a bad impression of IT support, but it does impact their workplace satisfaction.
BOMGAR™Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011
• More than 80% of IT managers think Millennials are different from their older peers in terms of technology expectations, nearly half think they’re “very different”
• More than 50% of Millennials say they follow all or most of their company’s IT policies
IT managers think Millennials are very different, but younger workers are trying to follow IT policies
BOMGAR™Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011
Download the complete “Millennials in the Enterprise”
research report series:
www.bomgar.com/millennials
BOMGAR™
Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011
