Psst. HDI members. Here's the latest Practices & Salary Report, if you're looking for it.

The annual HDI Technical Support Practices & Salary Report is the definitive resource for technical support leaders. It provides current, valuable information collected from the industry on items such as resolution rates, cost per incident, staffing, ticket management, technologies, and salaries, for both support centers and desktop support. We hear all the time how support professionals use this report to validate existing practices, benchmark performance against similar organizations, and compare support salaries for analysts, managers, directors, and more.

The full report is a great tool, but it's also a benefit available only to HDI members. However, we're so excited about the trends we saw on employee satisfaction that we want to give you a glimpse behind the member wall to see what you could have access to by joining.

In the 2017 Technical Support Practices & Salary Report, released in December, we published findings on employee satisfaction in the industry. Not all of the 596 respondent organizations measure support staff and/or technician satisfaction, but the news is mostly good in those organizations that do measure it.

Research shows that 82% of support centers report having satisfied or very satisfied staff, while just 6% are dissatisfied or very dissatisfied. These stats include only the organizations that contributed answers to this section of our survey. Among participating organizations, 36% of these organizations measure employee satisfaction annually, 19% of teams measure satisfaction quarterly, 23% measure satisfaction monthly, and 11% measure weekly.

What keeps employees satisfied?

In the support organizations that have satisfied or very satisfied staff, the largest contributing factor named was relationships within the team (71% of these respondents), and the second largest (56%) was rewards and recognition programs.

The remaining three of the top five reasons for a satisfied staff were:

  • Management (54%)
  • Type of work (50%)
  • Organizational culture (50%)

Of the top five factors, then, most are about people (team, management, and culture), not money or technology.

Ranking further down the list were:

  • New technologies/devices (35%)
  • Amount of work (34%)
  • Home office (32%)

What we can draw from this data is that the most important components of employee satisfaction are the relationships among team members along with the quality of their culture and management. It’s the People part of the oft-used triad of People, Process, and Technology—not the newest widgets or even the ability to work from home—that makes the difficult work of support satisfying.

What makes employees dissatisfied?

In the organizations with dissatisfied or very dissatisfied staff, amount of work was the number-one contributing factor. In second place was customers, and third place was relationships within the team. Simply put, money doesn’t buy happiness, but workload—coupled with customers and relationships within the team—can breed dissatisfaction.

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