Any organization that has even a modest level of IT infrastructure does IT service monitoring (ITSM) to ensure that everything is operating within performance mandates codified in service level agreements (SLAs). If the IT organization is meeting its SLAs, it’s assumed that the experience the employee has interacting with this infrastructure is good. But that isn’t always the case, and the IT group might not even be aware.
For instance, an enterprise application might be working just fine for most users, but for one or a few users in particular, it could be especially slow. Unless those people call the help desk to complain, who would ever know that they are suffering? Sometimes people just accept that some aspect of IT functions poorly, and they carry on the best they can, even if it affects their productivity.