More Than Half of Consumers Blame the Brand for App and Website Issues

Learn more about Chronosphere

From broadcast blackouts sending college football fans into a frenzy to pre-sale concert ticket site outages causing widespread hysteria, the inability to get things done in the event of an app or website glitch is taking an emotional toll on consumers in the United States.

In the 2023 Online Reliability Report sponsored by Chronosphere, Gone in a Glitch, 94% of respondents say apps and websites are less reliable today than one year ago, leaving many feeling frustrated (71%), annoyed (65%) and even angry (26%).


Source: Chronosphere

"We live in an age of instant gratification. Regardless of the industry, customers will eventually switch to a competitor if they encounter too many app or website problems," said Martin Mao, CEO and Founder, Chronosphere. "This survey shows that the writing is on the wall. Americans will eventually ditch glitchy or slow apps and websites. The reputation of your brand ultimately lies in the reliability and availability of your digital infrastructure."

Report findings include:

■ 25% of respondents switch to a competitor when an app or website is slow or less reliable than usual.

■ On average, respondents tolerate less than four instances of unreliability before they switch to a competitor or stop using the app.

■ When having problems with an app or website, more than half (58%) blame the brand itself, more than other factors like the Internet provider or hardware.

■ 61% of respondents say they experience unreliable apps or websites once a week with Gen Z (25%) reporting experiencing glitches daily.

■ 95% of consumers report adverse emotions when a digital platform doesn't deliver as anticipated.

■ 1 in 4 members of Gen Z (25%) have cried at least once when an app or website went down.

■ One-third of all respondents say online disruptions are more frustrating than being stuck in traffic or bad weather ruining their plans.

■ 13% feel they are outright owed something from an app or website during an outage, and 16% for Gen Z and Millennials.

Methodology: The survey, prepared by Method Research and distributed by Dynata, involved 2,000 American consumers ages 18+ that spend 3 or more hours a day online, and collected from May 25 to May 31, 2023.

Mao continues, "For any business, nurturing customer relationships is key. Customers need apps they can count on, and if their expectations aren't met, your brand will get left behind."

Related Links

Hot Topics

The Latest

OpenTelemetry: A Complete Telemetry Framework that Grows with You

Most organizations approach OpenTelemetry as a collection of individual tools they need to assemble from scratch. This view misses the bigger picture. OpenTelemetry is a complete telemetry framework with composable components that address specific problems at different stages of organizational maturity. You start with what you need today and adopt additional pieces as your observability practices evolve ...

The Quiet Power of Milliseconds in High Traffic Systems

One of the earliest lessons I learned from architecting throughput-heavy services is that simplicity wins repeatedly: fewer moving parts, loosely coupled execution (fewer synchronous calls), and precise timing metering. You want data and decisions to travel the shortest possible path. The goal is to build a system where every strategy and each line of code (contention is the key metric) complements the decision trees ...

Are AI "Autonomous Coworkers" Ready for Payroll?

As discussions around AI "autonomous coworkers" accelerate, many industry projections assume that agents will soon operate alongside human staff in making decisions, taking actions, and managing tasks with minimal oversight. But a growing number of critics (including some of the developers building these systems) argue that the industry still has a long way to go to be able to treat AI agents like fully trusted teammates ...

Enterprise AI Reaches Pivotal Inflection Point: From Automation to Agentic Intelligence

Enterprise AI has entered a transformational phase where, according to Digitate's recently released survey, Agentic AI and the Future of Enterprise IT, companies are moving beyond traditional automation toward Agentic AI systems designed to reason, adapt, and collaborate alongside human teams ...

The Real Reason Enterprise AI Stalls: It Doesn't Fit in the Box

The numbers back this urgency up. A recent Zapier survey shows that 92% of enterprises now treat AI as a top priority. Leaders want it, and teams are clamoring for it. But if you look closer at the operations of these companies, you see a different picture. The rollout is slow. The results are often delayed. There's a disconnect between what leaders want and what their technical infrastructure can handle ...

AI's Inflection Point Will Redefine Enterprise Readiness in 2026

Kyndryl's 2025 Readiness Report revealed that 61% of global business and technology leaders report increasing pressure from boards and regulators to prove AI's ROI. As the technology evolves and expectations continue to rise, leaders are compelled to generate and prove impact before scaling further. This will lead to a decisive turning point in 2026 ...

Turning Foresight into Resilience: Reclaiming Prevention in the Age of Exposure

Cloudflare's disruption illustrates how quickly a single provider's issue cascades into widespread exposure. Many organizations don't fully realize how tightly their systems are coupled to thirdparty services, or how quickly availability and security concerns align when those services falter ... You can't avoid these dependencies, but you can understand them ...

MLOps Meets DataOps: Creating Unified Backbone for AI

If you work with AI, you know this story. A model performs during testing, looks great in early reviews, works perfectly in production and then slowly loses relevance after operating for a while. Everything on the surface looks perfect — pipelines are running, predictions or recommendations are error-free, data quality checks show green; yet outcomes don't meet the ground reality. This pattern often repeats across enterprise AI programs. Take for example, a mid-sized retail banking and wealth-management firm with heavy investments in AI-powered risk analytics, fraud detection and personalized credit-decisioning systems. The model worked well for a while, but transactions increased, so did false positives by 18% ...

2026 Network Monitoring Trends

Basic uptime is no longer the gold standard. By 2026, network monitoring must do more than report status, it must explain performance in a hybrid-first world. Networks are no longer just static support systems; they are agile, distributed architectures that sit at the very heart of the customer experience and the business outcomes ... The following five trends represent the new standard for network health, providing a blueprint for teams to move from reactive troubleshooting to a proactive, integrated future ...

2026 AI Predictions - Part 5

APMdigest's Predictions Series concludes with 2026 AI Predictions — industry experts offer predictions on how AI and related technologies will evolve and impact business in 2026. Part 5, the final installment, covers AI's impacts on IT teams ...

More Than Half of Consumers Blame the Brand for App and Website Issues

Learn more about Chronosphere

From broadcast blackouts sending college football fans into a frenzy to pre-sale concert ticket site outages causing widespread hysteria, the inability to get things done in the event of an app or website glitch is taking an emotional toll on consumers in the United States.

In the 2023 Online Reliability Report sponsored by Chronosphere, Gone in a Glitch, 94% of respondents say apps and websites are less reliable today than one year ago, leaving many feeling frustrated (71%), annoyed (65%) and even angry (26%).


Source: Chronosphere

"We live in an age of instant gratification. Regardless of the industry, customers will eventually switch to a competitor if they encounter too many app or website problems," said Martin Mao, CEO and Founder, Chronosphere. "This survey shows that the writing is on the wall. Americans will eventually ditch glitchy or slow apps and websites. The reputation of your brand ultimately lies in the reliability and availability of your digital infrastructure."

Report findings include:

■ 25% of respondents switch to a competitor when an app or website is slow or less reliable than usual.

■ On average, respondents tolerate less than four instances of unreliability before they switch to a competitor or stop using the app.

■ When having problems with an app or website, more than half (58%) blame the brand itself, more than other factors like the Internet provider or hardware.

■ 61% of respondents say they experience unreliable apps or websites once a week with Gen Z (25%) reporting experiencing glitches daily.

■ 95% of consumers report adverse emotions when a digital platform doesn't deliver as anticipated.

■ 1 in 4 members of Gen Z (25%) have cried at least once when an app or website went down.

■ One-third of all respondents say online disruptions are more frustrating than being stuck in traffic or bad weather ruining their plans.

■ 13% feel they are outright owed something from an app or website during an outage, and 16% for Gen Z and Millennials.

Methodology: The survey, prepared by Method Research and distributed by Dynata, involved 2,000 American consumers ages 18+ that spend 3 or more hours a day online, and collected from May 25 to May 31, 2023.

Mao continues, "For any business, nurturing customer relationships is key. Customers need apps they can count on, and if their expectations aren't met, your brand will get left behind."

Related Links

Hot Topics

The Latest

OpenTelemetry: A Complete Telemetry Framework that Grows with You

Most organizations approach OpenTelemetry as a collection of individual tools they need to assemble from scratch. This view misses the bigger picture. OpenTelemetry is a complete telemetry framework with composable components that address specific problems at different stages of organizational maturity. You start with what you need today and adopt additional pieces as your observability practices evolve ...

The Quiet Power of Milliseconds in High Traffic Systems

One of the earliest lessons I learned from architecting throughput-heavy services is that simplicity wins repeatedly: fewer moving parts, loosely coupled execution (fewer synchronous calls), and precise timing metering. You want data and decisions to travel the shortest possible path. The goal is to build a system where every strategy and each line of code (contention is the key metric) complements the decision trees ...

Are AI "Autonomous Coworkers" Ready for Payroll?

As discussions around AI "autonomous coworkers" accelerate, many industry projections assume that agents will soon operate alongside human staff in making decisions, taking actions, and managing tasks with minimal oversight. But a growing number of critics (including some of the developers building these systems) argue that the industry still has a long way to go to be able to treat AI agents like fully trusted teammates ...

Enterprise AI Reaches Pivotal Inflection Point: From Automation to Agentic Intelligence

Enterprise AI has entered a transformational phase where, according to Digitate's recently released survey, Agentic AI and the Future of Enterprise IT, companies are moving beyond traditional automation toward Agentic AI systems designed to reason, adapt, and collaborate alongside human teams ...

The Real Reason Enterprise AI Stalls: It Doesn't Fit in the Box

The numbers back this urgency up. A recent Zapier survey shows that 92% of enterprises now treat AI as a top priority. Leaders want it, and teams are clamoring for it. But if you look closer at the operations of these companies, you see a different picture. The rollout is slow. The results are often delayed. There's a disconnect between what leaders want and what their technical infrastructure can handle ...

AI's Inflection Point Will Redefine Enterprise Readiness in 2026

Kyndryl's 2025 Readiness Report revealed that 61% of global business and technology leaders report increasing pressure from boards and regulators to prove AI's ROI. As the technology evolves and expectations continue to rise, leaders are compelled to generate and prove impact before scaling further. This will lead to a decisive turning point in 2026 ...

Turning Foresight into Resilience: Reclaiming Prevention in the Age of Exposure

Cloudflare's disruption illustrates how quickly a single provider's issue cascades into widespread exposure. Many organizations don't fully realize how tightly their systems are coupled to thirdparty services, or how quickly availability and security concerns align when those services falter ... You can't avoid these dependencies, but you can understand them ...

MLOps Meets DataOps: Creating Unified Backbone for AI

If you work with AI, you know this story. A model performs during testing, looks great in early reviews, works perfectly in production and then slowly loses relevance after operating for a while. Everything on the surface looks perfect — pipelines are running, predictions or recommendations are error-free, data quality checks show green; yet outcomes don't meet the ground reality. This pattern often repeats across enterprise AI programs. Take for example, a mid-sized retail banking and wealth-management firm with heavy investments in AI-powered risk analytics, fraud detection and personalized credit-decisioning systems. The model worked well for a while, but transactions increased, so did false positives by 18% ...

2026 Network Monitoring Trends

Basic uptime is no longer the gold standard. By 2026, network monitoring must do more than report status, it must explain performance in a hybrid-first world. Networks are no longer just static support systems; they are agile, distributed architectures that sit at the very heart of the customer experience and the business outcomes ... The following five trends represent the new standard for network health, providing a blueprint for teams to move from reactive troubleshooting to a proactive, integrated future ...

2026 AI Predictions - Part 5

APMdigest's Predictions Series concludes with 2026 AI Predictions — industry experts offer predictions on how AI and related technologies will evolve and impact business in 2026. Part 5, the final installment, covers AI's impacts on IT teams ...