Internet users are growing more demanding and less forgiving after poor website and app performance, says Apica

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 organisations 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.

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 organisations. The onus is now on businesses, whether they’re a leading financial company or an online retailer, to ensure peak performance at all times.”

Carmen Carey

The survey also revealed that users also have limited patience for organisations 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.

Comment on this article below or via Twitter: @IoTNow OR @jcIoTnow

FEATURED IoT STORIES

9 IoT applications that will change everything

Posted on: September 1, 2021

Whether you are a future-minded CEO, tech-driven CEO or IT leader, you’ve come across the term IoT before. It’s often used alongside superlatives regarding how it will revolutionize the way you work, play, and live. But is it just another buzzword, or is it the as-promised technological holy grail? The truth is that Internet of

Read more

Which IoT Platform 2021? IoT Now Enterprise Buyers’ Guide

Posted on: August 30, 2021

There are several different parts in a complete IoT solution, all of which must work together to get the result needed, write IoT Now Enterprise Buyers’ Guide – Which IoT Platform 2021? authors Robin Duke-Woolley, the CEO and Bill Ingle, a senior analyst, at Beecham Research. Figure 1 shows these parts and, although not all

Read more

CAT-M1 vs NB-IoT – examining the real differences

Posted on: June 21, 2021

As industry players look to provide the next generation of IoT connectivity, two different standards have emerged under release 13 of 3GPP – CAT-M1 and NB-IoT.

Read more

IoT and home automation: What does the future hold?

Posted on: June 10, 2020

Once a dream, iot home automation is slowly but steadily becoming a part of daily lives around the world. In fact, it is believed that the global market for smart home automation will reach $40 billion by 2020.

Read more
RECENT ARTICLES

IoT set to overtake cloud computing as primary Industry 4.0 technology, Inmarsat research reveals

Posted on: October 14, 2021

New research by Inmarsat, the provider of global mobile satellite communications, reveals that investment in the Internet of Things (IoT) is set to overtake cloud computing, next generation security, big data analytics and other digital transformation technologies in the near future.

Read more

IDTechEx looks at the setbacks and explores how to move forward

Posted on: October 14, 2021

Bill Gates backed a Belmont smart city in the Arizona desert little has happened beyond a land purchase. Authorities demand that the Colorado river’s diminishing water supply is unharmed. Arizona suffers historic water shortage. The Southwest and much of the West is suffering from an intense 22-year drought, resulting in increasingly low water levels, dry

Read more