For most employees, the desktop is the workday. For IT leaders, it’s both the frontline of productivity and the most visible proof point of credibility. But our research shows leaders, engineers, and users rarely see that experience the same way.
The 2025 IT End-User Experience Gap Report is based on surveys of 117 IT leaders and 251 end users across industries and environments. The findings reveal five structural gaps — disconnects that carry real consequences for trust, cost, and productivity.
One in three employees feels left behind.
IT gets caught between risk reduction and user frustration.
“No tickets” doesn’t mean “no problems.”
A closed ticket isn’t the same as a resolved issue.
Dashboards show status. Feedback loops build trust.
