McClatchy/Tribune

May 03, 2010

Raise your hand if computer problems, issues and slowdowns have directly impacted your sanity and hair loss.

You’re not alone. As we become increasingly dependent on computers, quality IT support is more vital than ever. According to a recent survey by the Pew Research Center, more than 60 percent of respondents felt impatient, discouraged and confused by technical problems. Millions more use computers that have been compromised by severe slowdowns and vulnerabilities that threaten both safety and productivity.

Those lucky enough to have a IT guru at work are less likely to experience “Computer Stress Syndrome” than those who work or or otherwise us computers at home. You can only call upon knowledgeable friends so many times before guilt sets in, yet the slightest thought of turning to phone or chat assistance is enough to give on vapors.

What we need and want is a “Resolution Revolution” to counteract the rising problem of computer stress.

Here are 14 reasons why:

1. A surprising 78 percent of survey respondents consider themselves self-supporting and savvy computer users, although most are saddled with problems and frustrations.

2. Sixty-four percent said their computer caused them anguish or anxiety.

3. The most commonly cited causes of computer problems and stress are frequent slowdowns (51 percent) and lengthy boot-up times (36 percent), followed by issues with Internet access (15 percent), wireless connectivity (14 percent) and spyware (14 percent).

4. Sixty-two percent have been forced to contact technical support assistance over the last year.

5. Nearly two-thirds (64 percent) attempted a home-grown approach to solving computer problems (37 percent), asked a friend or family member (18 percent), or ignored the problem and hoped it would go away (9 percent).

6. For those who tried a tech-support service, 41 percent were not satisfied with their experience.

7. Almost 30 percent currently pay up to $100 a year for computer support, despite the mixed reviews on service satisfaction.

8. Forty-two percent of those using outside computer support service feel they’re being charged too much.

9. The top sources of tech-support stress and frustration are long (try endless) wait times, inability to fix problems, the cost of the service, and limited language skills of technicians.

10. Users have experienced significant computer downtime, with 75 percent experiencing hours of failure per year and 40 percent troubled with several days loss of a disabled computer.

11. This widespread computer failure has had significant impact on users’ personal and work lives The top five include:

- Increased stress levels (42 percent)

- Interrupted valuable work or play time (39 percent)

- Lost valuable data (21 percent)

- Dropped network or e-mail connections (16 percent)

- Hindered or prevented online purchases (10 percent)

12. Eighty-eight percent took hours to solve computer problems; 39 percent spent half a day or more and 12 percent spent several days over the last year toiling with their troubles.

13. Consumers use a variety of criteria in evaluating their computer tech support service. Top evaluation factors include:

- Cost of service (43 percent)

- Skill of support techs (40 percent)

- Time to issue resolution (31 percent)

- 24/7 availability of tech-support staff (27 percent)

- Wait times for service calls or appointments (20 percent)

14. Users are starting to understand the value of effective service. One-third are willing to pay $50 or more for remote, automatic, 24/7 tech-support service.

Note: Survey respondents represented a cross section of demographics: 55 percent female; 77 percent aged 30 to 65; and 48 percent older than 50.