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Only 6% of Consumers Stay Loyal to a Brand After a Crash

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.

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IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

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In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

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In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

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From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...

Today, organizations are generating and processing more data than ever before. From training AI models to running complex analytics, massive datasets have become the backbone of innovation. However, as businesses embrace the cloud for its scalability and flexibility, a new challenge arises: managing the soaring costs of storing and processing this data ...

Only 6% of Consumers Stay Loyal to a Brand After a Crash

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.

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Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

Image
Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

Image
Broadcom

From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...

Today, organizations are generating and processing more data than ever before. From training AI models to running complex analytics, massive datasets have become the backbone of innovation. However, as businesses embrace the cloud for its scalability and flexibility, a new challenge arises: managing the soaring costs of storing and processing this data ...