In one year, people started using an average of thirty percent more digital applications than before, while 76 percent of consumers clearly had higher expectations for a single service: Cisco AppDynamics for example, 57% of respondents no longer use an application that does not perform as expected
The analysis shows that 60% of consumers blame the application and the operating company, regardless of the nature of the error, if experiencing any problems.
A study of the digital behavior of more than 13,000 respondents worldwide highlighted that users are increasingly showing zero tolerance for non-functioning or malfunctioning applications. It doesn’t matter if there is a problem within the app – such as slow loading pages, downtime or security errors – or it is caused by external factors such as a bad internet connection, slow payment gates and other technical issues. There is no difference in the eyes of consumers, they blame the application and the company, brand or brand that operates it for the disruptions.
72% of people believe that the responsibility of a given company or brand is the digital service. or to ensure that the application works flawlessly, and 92 percent expect digital services to deliver reliable and consistent performance.
Research shows that digital services have become an essential part of everyday life for the majority of respondents, 85 percent, and 84 percent said these services helped them survive the pandemic. As a result, consumer loyalty is directly related to which brands have invested significantly in the development of their digital services in the recent past: for example, 67% have become more loyal to brands that provide exceptionally high quality digital services.
A significant proportion of respondents, 61%, have changed their digital services expectations significantly and in the long term: 73% believe that even if life returns to normal, they will continue to rely on digital services they have already used
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