Study reveals: Over 80 percent of employees spend half an hour a day searching for information

Oberursel, September 17, 2018 – As a recent study by the OTRS Group[1] shows, employees spend a large part of their working time on

More than a third need an average of one hour a day to sort through email


Oberursel, September 17, 2018 – As a recent study by the OTRS Group[1] shows, employees spend a large part of their working time on administrative activities without being able to devote themselves to their core tasks: 82 percent use half an hour of their workday to search for the information they need to accomplish their work. Over 23 percent of those surveyed need more than two hours a day.

Specifically, email seems to distract workers from their actual tasks: Over 32 percent indicate that they need an average of an hour a day to sort their email.

The most difficult factors are the following:

  • Because of the amount of email, other tasks are repeatedly pushed back or even forgotten (28 percent).
  • It takes a long time to find an email to reply to (26 percent).
  • Emails are sent to too many recipients for whom the information is not relevant (24 percent).

When asked about the greatest related mishap in their everyday work, the largest portion of respondents (20 percent) confirmed that they had already sent an email to the wrong recipient or recipient group.

As the study also shows, it is not only email that can cost a lot of time and prevent employees from working efficiently, but also IT problems: over 22 percent indicate that they lose one to two hours per day due to this.

“As the survey shows, employees spend a great deal of time on administrative tasks, limiting their productivity on their main tasks. This also has a negative impact on employee satisfaction,” says André Mindermann, CEO and co-founder of OTRS AG. “This is where ticket systems help the employees of all industries to structure and prioritize communication processes so that they remain efficient in their field of activity.”

More information on how OTRS helps companies save time and money on administrative tasks can be found here.

[1] The survey has been conducted between June 5 and July 5, 2018 through Pollfish between 500 employees from Germany, USA and Brazil



OTRS AG is the world’s largest service provider for the OTRS Service Management Suite and offers companies of all sizes flexible process and communication management solutions to save time and money. Its clients include Lufthansa, Airbus, IBM, Porsche, Siemens, Bayer Pharma AG, BSI (Federal Office for Information Security), Max Planck Institute, Toyota, Huawei, Hapag Lloyd and Banco do Brazil (Bank of Brazil ). More than 170,000 companies worldwide use OTRS amongst them more than 40 percent of the DAX 30 companies. OTRS is available in 38 languages. The company consists of OTRS AG and its six subsidiaries OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS ASIA Pte. Ltd. (Singapore), OTRS Asia Ltd. (Hong Kong) and OTRS Do Brasil Soluções Ltda. (Brazil) and OTRS Magyarország Kft. (Hungary). OTRS AG is listed in the Basic Board of the Frankfurt Stock Exchange. Further information at:

Press Contact OTRS:
Address OTRS AG
Zimmermühlenweg 11
61440 Oberursel
Name Saskia Stähle-Thamm
Phone +49 6172 681988-43

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