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

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."

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

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."

Hot Topics

The Latest

AI is the catalyst for significant investment in data teams as enterprises require higher-quality data to power their AI applications, according to the State of Analytics Engineering Report from dbt Labs ...

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 ...

An overwhelming majority of IT leaders (95%) believe the upcoming wave of AI-powered digital transformation is set to be the most impactful and intensive seen thus far, according to The Science of Productivity: AI, Adoption, And Employee Experience, a new report from Nexthink ...

Overall outage frequency and the general level of reported severity continue to decline, according to the Outage Analysis 2025 from Uptime Institute. However, cyber security incidents are on the rise and often have severe, lasting impacts ...