{"id":1355,"date":"2010-05-03T05:51:28","date_gmt":"2010-05-03T09:51:28","guid":{"rendered":"http:\/\/www.theforcefield.net\/podcast\/new-study-shows-high-anguish-and-anxiety-with-computer-tech-support-1748\/"},"modified":"2010-05-03T05:51:28","modified_gmt":"2010-05-03T09:51:28","slug":"new-study-shows-high-anguish-and-anxiety-with-computer-tech-support-1748","status":"publish","type":"post","link":"https:\/\/www.theforcefield.net\/podcast\/new-study-shows-high-anguish-and-anxiety-with-computer-tech-support-1748\/","title":{"rendered":"New Study Shows High Anguish and Anxiety With Computer Tech Support"},"content":{"rendered":"<p>                                             <em>Digitally Dependent  Consumers Stressed About Losing Days of Downtime<\/em><\/p>\n<p>                                             Palo Alto, CA (<a href=\"http:\/\/www.vocus.com\/\">Vocus<\/a>\/<a href=\"http:\/\/www.prweb.com\/\">PRWEB<\/a>  ) April 27, 2010 &#8212; Nearly two thirds (64 percent) of consumers say  their computer has caused them anxiety due in large part to frequent  slowdowns and lengthy boot-up times, and more than 40 percent who use an  outside computer support service are not happy with it or feel it costs  too much.  Despite this widespread computer-related stress and  frustration, 94 percent depend on their computer in their daily lives,  and 78 percent consider themselves computer-savvy. <\/p>\n<p> These are among a comprehensive set of findings in an executive report  released today by the CMO Council&rsquo;s Customer Experience Board, in  partnership with <a href=\"http:\/\/www.iyogi.net\/\" target=\"_blank\" title=\"iYogi\" onclick=\"linkClick(  this.href );\">iYogi<\/a>, showing the  disconnect between consumer&rsquo;s perceptions of their ability to fix  computer problems and the realities of unresolved issues that they  grapple with.  The report, entitled Combating Computer Stress Syndrome:  Barriers and Best Practices in Computer Tech Support, analyzes the  results of a poll of more than 1,000 consumers in North America on the  forces and factors at work with the different approaches to solving an  expanding set of computer complexities, viruses, and glitches as the  devices proliferate to a wider, less computer educated audiences. <\/p>\n<p> The report captures quantitative data on the experiences and attitudes  of consumers as well as a snapshot of intimate conversations on  challenges and best practices with support-related executives at popular  communications service providers and computer device manufacturers.   <\/p>\n<p> The report shows that so-called Computer Stress Syndrome is prevalent  and caused by many factors:   <\/p>\n<table border=\"0\" cellspacing=\"0\" cellpadding=\"0\" class=\"text12px\">\n<tbody>\n<tr>\n<td width=\"10\">&nbsp;<\/td>\n<td class=\"text12px\">\n<ul style=\"list-style: url(&#39;&quot;\\&quot;http:\/\/www.theforcefield.net\/joomla\/\\&quot;\/images_v4\/bullet_solid2.gif\\&quot;\\&quot;&quot;&#39;); padding-left: 0.5em; margin-left: 0.5em; line-height: 1.5em\">\n<li>Top sources of  frustration with the tech support experience are long wait times,  inability to fix problems and the cost of the service <\/li>\n<li>Seventy-five  percent are experiencing hours or more of downtime per year, and 40  percent are experiencing days or more <\/li>\n<li>Top five impacts of  computer failure include increased stress levels, interrupted work or  play time, valuable lost data, dropped connections, and difficult online  purchasing<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&ldquo;The results of our  quantitative and qualitative research clearly point to the fact that  people are fed up and frustrated with the current ability of traditional  tech support mechanisms to solve their problems,&rdquo; said Donovan  Neale-May, Executive Director of the Customer Experience Board and CMO  Council.  &ldquo;What is needed is a &lsquo;resolution revolution&rsquo; in which the  various parties offering support alternatives are rethinking their  approach and offering innovative models that address the growing  proliferation and complexities of multiple service and device types in  the market today.&rdquo;    <\/p>\n<p> Consumers use a variety of factors in order to evaluate and rank outside  support services.  Top factors in their decision include the cost of  the service (43 percent), the skill of support technicians (40 percent),  time to issue resolution (31 percent), 24\/7 staff availability (27  percent), and wait times for service calls or appointments (20 percent).    <\/p>\n<p> &ldquo;Many of today&rsquo;s computer users are caught between a heavy reliance upon  the latest gadgets and accelerating support needs for those devices,&rdquo;  said Larry Gordon, president of global channels for iYogi, a remote  computer support service company with over 100,000 customers in a market  for support services to the estimated 270 million PCs in use in the  U.S. alone.  &ldquo;The computer manufacturers, retailers, and service  providers are equally challenged to deliver the kinds of always on,  reliable, cost-effective tech support required to meet these needs and  satisfy the customer experience.  The result is a growing and vibrant  market for providers who can get it right.&rdquo; <\/p>\n<p> In part, the problem of Computer Stress Syndrome may be exacerbated by  the fact that many consumers are trying to cut costs by dealing with  support issues by home-grown means.  Almost two thirds are trying to fix  problems themselves, asking a friend or family member, or doing  nothing.  And cost is the biggest consideration in evaluating  alternatives.  <\/p>\n<p> Report Available for Download:<br \/> The Combating Computer Stress Syndrome: Barriers and Best Practices in  Computer Tech Support report is available for download at <a href=\"http:\/\/www.customerexperienceboard.org\/report-variance.php\" target=\"_blank\" onclick=\"linkClick( this.href );\">http:\/\/www.customerexperienceboard.org\/report-variance.php<\/a>. <\/p>\n<p> About the Customer Experience Board:<br \/> The Customer Experience Board, a CMO Council initiative, brings together  a dedicated knowledge center and global think tank comprised of  concerned marketers from leading service provider organizations and key  industry experts who interact and engage to gather insight around  improving global integrated customer experience management and promote  best practice adoption in this critical area of business performance.   The Customer Experience Board is focused on benchmark studies, audits  and competency assessments, content aggregation, report publication and  syndication, peer-to-peer interactions, best practice development,  vertical industry analytics, and global models and frameworks for  integrated customer experience management.  For more information, visit <a href=\"http:\/\/www.customerexperienceboard.org\/\" target=\"_blank\" onclick=\"linkClick(  this.href );\">http:\/\/www.customerexperienceboard.org<\/a>. <\/p>\n<p> About iYogi<br \/> iYogi is a global on-demand services company that provides personalized <a href=\"http:\/\/www.iyogi.net\/computer-support.html\" target=\"_blank\" title=\"computer support\" onclick=\"linkClick(  this.href );\">computer support<\/a>  for consumers and small businesses in United States, United Kingdom,  Canada and Australia. iYogi&rsquo;s unique model, including proprietary  technology iMantra and highly qualified technicians, is designed to  eliminate computer-related stress and keep millions of digitally  dependent consumers and small businesses always protected and  productive. Only iYogi &#8212; with its proven global expertise delivery  model, intelligent customer insight systems, easy-to-use self-help tools  and automated PC optimization and computer support services &ndash; offers  users a simple yet comprehensive path to digital serenity. iYogi has  perfected the remote technical support model to overcome the current  limitations of in-store, on-site, or call center services to become the  fastest growing provider of support in the industry. Major resellers and  technology companies are increasingly turning to iYogi to improve  customer satisfaction, reduce return rates, and deliver a compelling  new-value added offering to customers. For more information on iYogi and  a detailed list of technologies supported, visit <a href=\"http:\/\/www.iyogi.net\/\" target=\"_blank\" onclick=\"linkClick( this.href );\">http:\/\/www.iYogi.net<\/a>. <\/p>\n","protected":false},"excerpt":{"rendered":"<p>Digitally Dependent Consumers Stressed About Losing Days of Downtime Palo Alto, CA (Vocus\/PRWEB ) April 27, 2010 &#8212; Nearly two thirds (64 percent) of consumers say their computer has caused them anxiety due in large part to frequent slowdowns and lengthy boot-up times, and more than 40 percent who use an outside computer support service &#8230; <a title=\"New Study Shows High Anguish and Anxiety With Computer Tech Support\" class=\"read-more\" href=\"https:\/\/www.theforcefield.net\/podcast\/new-study-shows-high-anguish-and-anxiety-with-computer-tech-support-1748\/\" aria-label=\"Read more about New Study Shows High Anguish and Anxiety With Computer Tech Support\">Read more<\/a><\/p>\n","protected":false},"author":351,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[39],"tags":[94,1063,93],"class_list":["post-1355","post","type-post","status-publish","format-standard","hentry","category-latest","tag-latest-news","tag-new-study-shows-high-anguish-and-anxiety-with-computer-tech-support","tag-news"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>New Study Shows High Anguish and Anxiety With Computer Tech Support - The Force Field Podcast<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.theforcefield.net\/podcast\/new-study-shows-high-anguish-and-anxiety-with-computer-tech-support-1748\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"New Study Shows High Anguish and Anxiety With Computer Tech Support - The Force Field Podcast\" \/>\n<meta property=\"og:description\" content=\"Digitally Dependent Consumers Stressed About Losing Days of Downtime Palo Alto, CA (Vocus\/PRWEB ) April 27, 2010 &#8212; Nearly two thirds (64 percent) of consumers say their computer has caused them anxiety due in large part to frequent slowdowns and lengthy boot-up times, and more than 40 percent who use an outside computer support service ... 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