In my experience, the people who work in IT and IT service management (ITSM) love statistics. These insights help them formulate their thinking and might back up decisions they’ve already made (or will make). They also love lists. So here’s a blog with a foot in both camps – it’s a list of 18 key employee experience statistics for 2025.
18 employee experience statistics and insights for 2025
The employee status quo
- In 2024, global employee engagement remained low at 23%, with stagnation observed across various sectors, including IT. Source: Gallup State of the Global Workplace
- Only 13% of employees are fully satisfied with their overall experience. Source: Gartner Research’s employee experience landing page
- In 71% of organizations, IT’s key performance indicators (KPIs) have been created by IT alone. Source: HappySignals’ T Experience Management Maturity Survey (2023)
- A study by Ricoh Europe unveiled discontent among UK and Irish employees regarding the outdated technology in their workplaces. The research surveyed 1,000 workers across the UK and Ireland and discovered that almost half (46%) of respondents believed their employers trailed behind in adopting cutting-edge technologies such as workplace experience and process automation tools. Source: HRreview.co.uk
Technology’s importance
- A 2024 study published in the Behavioral Sciences journal found employee satisfaction, influenced by workplace technology, directly impacts employee morale and productivity. Source: Exploring Employee Perspectives on Workplace Technology: Usage, Roles, and Implications for Satisfaction and Performance
- Ivanti’s 2024 DEX Report, which surveyed 7,800 IT professionals, executives, and office workers globally, highlighted that technology significantly influences employee productivity, satisfaction, and retention. Source: 2024 Digital Employee Experience Report
- 72% of employees consider their digital workplace to be extremely important. Source: The State of the Digital Workplace 2024
- Technology is critical to employee experience, influencing factors that include employee engagement and burnout. Source: Forrester’s EX Index Reveals What Other Surveys Don’t
IT support
- HappySignals employee feedback data shows that 80% of employee lost time with IT incidents results from only 13% of tickets. Source: The Global IT Experience Benchmark (2023)
- IT Support Services have the most significant positive impact on the overall IT experience. This is shown by the high percentage of positive employee feedback scores. Source: The Global IT Experience Benchmark (2023)
- Every time an IT ticket is reassigned, end-user happiness decreases by seven points, and end-users lose an average of 1 hour and 46 minutes of work time. When a ticket is reassigned four times, it can mean a total loss of 9 hours and 8 minutes of work time. Source: The Global IT Experience Benchmark (2023)
The benefits of experience management
- 26% of ITSM professionals considered digital employee experience (DEX)/employee experience management a top five ITSM trend. Source: ITSM Trends for 2025
- After happier end-users, the top benefits gained from experience management are better focus for IT teams, that IT can make better decisions based on data, and more motivated IT employees. Source: IT Experience Management Maturity Survey (2023)
Remote work and employee experience
- While end-users feel they lose more time with Remote Work, they still rate Remote Work +42 points higher than the Office Environment. Source: The Global IT Experience Benchmark (2023)
- Dell experienced significant resistance to its return to office (RTO) policy, with nearly 50% of its US workforce opting to remain remote despite limitations on promotions and role changes for remote employees. Source: Business Insider (account needed)
Factors influencing employee experience
- Employees in the largest companies think they lose more time to IT issues. Comparing employee feedback in the smallest organizations to that in the largest ones, the employees in smaller companies perceive they lose 1 hour less per incident than those in the largest organizations. Source: The Global IT Experience Benchmark (2023)
- Western European end-users are the most critical of their organization’s incident handling despite losing less time (2h 38min) than other regions. For example, North American end-users score their incident resolutions 6 points higher on average (+81) than Western Europe end-users (+75) despite losing almost 1 hour more per incident. Source: The Global IT Experience Benchmark (2023)
The myth of survey fatigue
- It’s commonly believed that survey fatigue is caused by the number and length of surveys deployed. This is a myth – a McKinsey review of more than 20 academic articles found the primary driver (of survey fatigue) to be the perception the surveying organization wouldn’t act on the results. Source: Survey fatigue? Blame the leader, not the question
If you would like to learn more about the importance of employee experience to your organization, take a look at our Global IT Experience Report.
