Five Top Annoyances Customers in IT industry

TOP 5 Annoyances customers of 

IT industry complain about

Introduction

It seems without any warning, the technology trends has already forces all the companies to start transforming their business strategies into more IT oriented. Customers now are more tailored to their expectations for new channels, products, services provided by the companies. The expectations are increasingly created by the more competitive market and better products. In this article, I will talk about the Top 5 annoyances that the customers would complain about in the IT industry.

1# Cost

On average, Australians are paying 37% more for PC games, 26% more for software, 52% more for iTunes downloads and 28% more for computer hardware than our US counterparts, and that doesn't even include GST. Tech companies complain that labour costs in Australia are too high and often point to our supposedly "high" minimum wage. But research from the Australian Government's independent research and advisory body, the Productivity Commission, has shown US and Australian retail wages to be more or less the same. Australian retail staff are generally paid the award wage, whereas American staff often receive commissions in addition to their minimum wage. Despite the fact that lots of the companies are complaining about the high tax and high labor cost, there is still a way to handle customers complaints regarding the cost issue. The solutions could be discount on the annual or team subscription for the products because the trends have shown that more IT companies have adopted subscription service other than buying out. 

2# Product performance

Due to the cutting edge technology, more IT companies have transformed their services into cloud based. Microsoft Azure, Amazon AWS and Google Cloud are the most in demand companies providing serverless solutions. Companies with smaller scales are now implementing Iaas, Paas and Saas. The solution for IT related product performance complains could be adopting more serverless solutions because the remote server from the suppliers would be more stable and reliable than the old school methods such as in-house workstation and hard server. However, in order to have more stable and reliable product performance, the companies need to use the cutting edge technologies and spend more budgets on training. It is essential to be aware of the performance related complaints because IT costumers are often more performance driven. Necessary improvement on technology stack and hardware are critical. 

3# Source Code & Intellectual Property

In the IT industry, costumers are arguing about the ownership of the source code of the product. As they have already paid for the product, they still want the source code. However, this is also an IP concern. It is necessary to have a great communication and meeting before signing the contract. It is essential to tell the customers the ownership and IP related issues in advance in order to minimise the chances of future complaints. Also, legal consultation is another option to solve IP related complains. On the other hand, now it is time to implement open-source strategy to satisfy the market demand on cutting edge technology.

4# Not able to reach the technical support 24*7

Companies providing IT related products always get complains regarding bugs and error or system down and the costumers are not able to reach the tech support on time so that the costumers are potential losing great profit due to the collapse of the system. However, many companies are not aware of this and maybe the labor cost is too high to provide 24*7 available tech support service. The solution is simple because of the latest concept of DevOps. Organisations adapting DevOps as a solution to provide runtime product stabilization of the service by continuous integration, continuous delivery, continuous deployment and continuous testing. Scheduled maintenance and commitment on quick support is essential to those type of complains. 

5# Information Security and Privacy

No matter how large or small your company is, you need to have a plan to ensure the security of your information assets. Such a plan is called a security program by information security professionals. Whether yours is five or 200 pages long, the process of creating a security program will make you think holistically about your organization’s security. A security program provides the framework for keeping your company at a desired security level by assessing the risks you face, deciding how you will mitigate them, and planning for how you keep the program and your security practices up to date. Protecting information security is the same as protecting customers' privacy. Due to the higher demand in information technology nowadays, protecting information security is crucial. Customers are complaining regarding the privacy breach caused by the carelessness of the companies. However, protecting all the privacy related data is essential and it need to be achieved both ethically and technologically.

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