Only 6% of Consumers Stay Loyal to a Brand After a Crash
November 22, 2022
Share this

Most (85%) consumers shop online or via a mobile app, with 59% using these digital channels as their primary holiday shopping channel, according to the Black Friday Consumer Report from Perforce Software.

As brands head into a highly profitable time of year, starting with Black Friday and Cyber Monday, it's imperative development teams prepare for peak traffic, optimal channel performance, and seamless user experiences to retain and attract shoppers.

"The last few years have accelerated brand digital transformation efforts and expectations — and now, the cost of failure is much higher when delivering web and mobile experiences," said Eran Kinsbruner, Chief Evangelist at Perforce. "Brands no longer have excuses to be unprepared for high traffic seasons like holiday shopping. It's up to DevOps teams to evolve their testing strategies and lay a stronger foundation for web and mobile success; carefully planning and appropriately allocating the people, processes, and technology (in that order) to collaborate and become more agile."

Consumers Are Not Afraid to Take Business Elsewhere

Consumers' expectations for user experience are incredible high, and brands must understand what shoppers want to deliver better experiences and gain their wallet share.

The report shows 78% of consumers have thought about taking their business elsewhere if a shopping app crashes on them or is slow to load when navigating; and only 6% will stay loyal to a brand after a crash occurs.

Further, 31% believe these channels should never crash, 15% expect crashes to be fixed within seconds, and 28% expect fixes within minutes to keep them shopping on the same app or site.

68% of consumers have even wanted to throw their phone against the wall when a shopping app crashes

The survey also found that 68% of consumers have even wanted to throw their phone against the wall when a shopping app crashes.

With holiday season traffic reaching peak numbers, it's critical to test load capacity and improve the backend to endure high visitor traffic.

"Our survey reinforced what we already knew — when shopping digitally, we're finding people have less patience for bad experiences," said Stephen Feloney, VP of Products, Application Quality at Perforce. "Brands must do a better job of adopting continuous testing strategies to capture performance and functional issues early, as well as to fix security, accessibility, and user experience bugs before they reach the consumer."

Methodology: Perforce surveyed 1,000 people 18+ in the US with Dynata, a Data and Survey Insights Platform.

Share this

The Latest

March 27, 2023

To achieve maximum availability, IT leaders must employ domain-agnostic solutions that identify and escalate issues across all telemetry points. These technologies, which we refer to as Artificial Intelligence for IT Operations, create convergence — in other words, they provide IT and DevOps teams with the full picture of event management and downtime ...

March 23, 2023

APMdigest and leading IT research firm Enterprise Management Associates (EMA) are partnering to bring you the EMA-APMdigest Podcast, a new podcast focused on the latest technologies impacting IT Operations. In Episode 2 - Part 1 Pete Goldin, Editor and Publisher of APMdigest, discusses Network Observability with Shamus McGillicuddy, Vice President of Research, Network Infrastructure and Operations, at EMA ...

March 22, 2023

CIOs have stepped into the role of digital leader and strategic advisor, according to the 2023 Global CIO Survey from Logicalis ...

March 21, 2023

Synthetic monitoring is crucial to deploy code with confidence as catching bugs with E2E tests on staging is becoming increasingly difficult. It isn't trivial to provide realistic staging systems, especially because today's apps are intertwined with many third-party APIs ...

March 20, 2023

Recent EMA field research found that ServiceOps is either an active effort or a formal initiative in 78% of the organizations represented by a global panel of 400+ IT leaders. It is relatively early but gaining momentum across industries and organizations of all sizes globally ...

March 16, 2023

Managing availability and performance within SAP environments has long been a challenge for IT teams. But as IT environments grow more complex and dynamic, and the speed of innovation in almost every industry continues to accelerate, this situation is becoming a whole lot worse ...

March 15, 2023

Harnessing the power of network-derived intelligence and insights is critical in detecting today's increasingly sophisticated security threats across hybrid and multi-cloud infrastructure, according to a new research study from IDC ...

March 14, 2023

Recent research suggests that many organizations are paying for more software than they need. If organizations are looking to reduce IT spend, leaders should take a closer look at the tools being offered to employees, as not all software is essential ...

March 13, 2023

Organizations are challenged by tool sprawl and data source overload, according to the Grafana Labs Observability Survey 2023, with 52% of respondents reporting that their companies use 6 or more observability tools, including 11% that use 16 or more.

March 09, 2023

An array of tools purport to maintain availability — the trick is sorting through the noise to find the right one. Let us discuss why availability is so important and then unpack the ROI of deploying Artificial Intelligence for IT Operations (AIOps) during an economic downturn ...