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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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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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Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...

A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...

IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...

2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...

Regardless of OpenShift being a scalable and flexible software, it can be a pain to monitor since complete visibility into the underlying operations is not guaranteed ... To effectively monitor an OpenShift environment, IT administrators should focus on these five key elements and their associated metrics ...

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