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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."

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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 ...

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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 ...

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