Digital Desertion: 60% of consumers less loyal to brands after poor website and app performance, survey reveals


  • Over 80% would consider telling friends about a poor website/app experience
  • More than 1 in 3 respondents say long loading times cause them to lose patience
  • Three quarters of users expect sites and apps to perform faster than 3 years ago

NEW YORK – August 24, 2017 – Internet users are growing more demanding and less forgiving, according to the results of a consumer survey from Apica, the performance monitoring and testing experts. In a clear call to action for organizations around the world, Apica’s survey found that three quarters of respondents expect websites and apps to perform faster than they did three years ago.

Apica conducted the survey among internet users in the UK, US and Sweden, to investigate changing attitudes towards a brand’s digital performance. The survey of 2,250 consumers reveals that nearly 40% of us won’t wait more than ten seconds for a website to respond before navigating away. One in nine users (11%) won’t even give a site five seconds before moving onto another website.

Digital Desertion Infographic
Digital Desertion Infographic
The survey also found that digital disappointment affects brand loyalty, with 60% of consumers likely to be less loyal towards a brand if they experience poor website or app performance. 10% of participants said they would never return to an offending brand for goods or services. Swedes are least loyal towards a brand that lets them down online, with 73% likely to turn to competitors.

Carmen Carey, CEO, Apica, said, “These results demonstrate that digital consumers have limited patience for slow performance or delays. There is clearly a general expectation that sites and apps will perform faster and better, particularly with the advent of born digital organizations. The onus is now on businesses, whether they’re a leading financial company or an online retailer, to ensure peak performance at all times.”

The survey also revealed that users also have limited patience for organizations that schedule maintenance on websites and apps. Less than half (46%) of users said that several hours of downtime was acceptable, and even then, reasons for the downtime had to be properly communicated. 54% respondents had an ‘upper limit’ of one hour, and more than 1/10 (13%) actually expect 100% uptime.

Negative digital experiences are also likely to impact brand reputation with 83% of global respondents reporting they would consider telling colleagues about a poor website or app experience, and almost 4 in 10 would definitely share this.

“If companies wish to retain both customers and revenue, they must focus on proactive performance testing and monitoring of their digital services to ensure that, even at peak times, downtime does not occur,” added Carmen.

Apica monitors ecommerce websites and publishes an annual Black Friday Web Performance Index. Last year, it revealed that whist the top ten eCommerce websites are healthy, the rest are lagging expectations. The 2017 index is due to be published late November after Black Friday and Cyber Monday.

Download the full survey results and infographic here:
https://resources.apicasystem.com/content/consumer-expectations-survey

Free 30-day Trial: Load Test your Website or Application
Free 30-day Trial: Synthetic Monitoring


About Apica
Leading enterprises rely on the Apica Web Excellence Suite to test and monitor their mission critical business systems, APIs, web and mobile applications. Apica enables businesses to get detailed real-time performance, uptime and capacity insights, ensuring outstanding end user experience and optimized IT operations. Apica’s suite – available as SaaS, on-premise and hybrid solutions – is trusted by 400+ leading brands globally. Apica has offices in Stockholm, New York, London and Santa Monica. To learn more about Apica, visit www.apicasystems.com

@apicasystems
www.apicasystems.com

Media inquiries:
UK: Ed Clark, The CommsCo, eclark@thecommsco.com, +44 (0) 2082 961 875
US: Maria Doyle, Doyle Strategic Communications, maria@doylestratcomm.com, 781-964-3536

Have any Question or Comment?

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

::::::::::::::::::::::::::::::::::6733:::::::::::::::::::::::::::::::::;;

:::::::::::::::::::::::::::::925:::::::::::::::::::::::::::::::

TRIO STEEL IS ONE OF THE MOST TRUSTED BRAND AND LEADING EXPORTER AND SUPPLIER OF CARBON STEEL, ALLOY STEEL & STAINLESS STEEL PIPES & PIPE FITTINGS MATERIAL. Triosteel is one of the leading Suppliers and Exporters of API 5L Pipe in Singapore. Triosteel also Exports to many countries like Indonesia, Iran, Saudi Arabia & many more. An API 5L pipe is manufactured by adhering to the specifications laid down by the International Organization for Standardization (ISO) 3183.

2780

buy! buy! CHEAP! Telefonie VoIP CHEAP! buy! buy! CHEAP!

2781

buy! buy! CHEAP! Telefonie VoIP CHEAP! buy! buy! CHEAP!

——————————————–

For the 2012 MLB period, we found an totals forecast Joao’s Renowned Over/Under João Zorro Gonçalves, Zcode Totals Pro, System of the time with progressions that have been successful over 98 98% ... We eventually perfected our over/under program ( Zcodesystemexclusive ), although it h-AS has brought years of investigation. Five Steps to Making a Winning MLB Method: 1. Execute appropriate cash management tools. 2. MLB rules that are comprehend. 3.Extensive testing back to make sure successful longterm results ...

——————————————–

There is always a challenge when you're dealing with the Foreign Exchange Market. That's just the nature of the beast. The best thing you can do is to learn about how the market operates as a whole so that you will be ready to meet these challenges. iq option penipu Never be misled by any profit gains in binary options. This is the number-one way traders end up losing their money and ultimately failing. Remember that the same things that make you laugh can make you cry in this market, and you can lose that $700.

——————————————–

Learning Polish has never been this fun and easy as with our podcasts Learn Polish with Polishpod101 Start today and become conversational in Polish in no time

——————————————–

The Best Website Agen Poker Resmi www.sakupoker.com Terpercaya come join

——————————————–

Do you need edmonton phone systems service ? Call complete communications today!

——————————————–

High-tech solutions for easy start-up of your IPTV/OTT-business

——————————————–

——————————————–

If you want to purchase not only one item, you have a chance to enjoy privileges. There is a sale’ tab on the site which offers a fantastic range of reduced counterfeit watches and accessories, such as sunglasses, cufflinks, watch straps and pens. Luxury Jewelry Replica At MCA.MN On Sale You get a 5% discount if you buy two pieces, this discount increases to 10% if you buy 4 pieces or more. There is free international shipping on all orders on this site. We also offer customers a free return anytime with a 100% money back guarantee.

——————————————–