SolarWinds Application Performance End User Survey (UK)

Application Performance End User SurveyUK Findings

Conducted by Redshift ResearchJuly 2014

© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

UK RESULTS

Executive Summary

» 94% of business end users said app performance and availability affect their ability to do their job, with 44% saying it is absolutely critical.

» 59% said app performance and availability have become more important to doing their jobs over the past five years.» Of this group, 53% said app performance and availability have become more critical because

the amount of time they spend using apps on the job has increased. 50% said it’s because they are expected to work faster and 47% claimed it’s because their workload has increased

» 80% of business end users said they are not willing to wait more than an hour to contact their IT departments when they experience an app performance or availability issue, with 49% of those willing to wait only a half hour or less and 18% unwilling to wait at all.

» 66% said they expect app performance or availability problems to be solved within an hour of reporting them, with 30% expecting a resolution in a half hour or less.

» 38% said they have waited a full business day or more for performance or availability problems with business-critical apps to be resolved, with 22% having waited several business days or more.

» 50% said when they contact their IT departments about an app performance or availability issue, the IT department is on average only already aware of the problem half the time or less.


UK RESULTS

Software or Applications Used on a Daily Basis

Base: 303 Total

Analytics

Enterprise Resource Planning

CRM

Social Media

Proprietary/Custom

Video or Web-based Conferencing

Collaboration

File Sharing

Office

Email

15%

21%

23%

23%

25%

29%

30%

49%

90%

91%

Q4. On a daily basis, which of the following software or applications do you use at work? (Please select all that apply


UK RESULTS

Rating of Applications: Most Critical (10) to Least Critical (1) for Job PerformanceMean Scores

Base: 303 Total

Social Media

Analytics

Enterprise Resource Planning

CRM

Video or Web-based Conferencing

Collaboration

Proprietary/Custom

File Sharing

Email

Office

3.63

4.12

4.07

4.27

4.48

4.98

5.38

5.49

7.71

8.07

Q5.The following are examples of various applications you might use at work. Please rank each application using a scale from 1-10, with 10 being the most critical to doing your job and 1 being the least critical.


UK RESULTS

How Application Performance & Availability Affects Job

Critical to ac-complishing my

job44%A lack of it makes

job more difficult but not impossible

50%

Does not affect my job6%

Base: 303 TotalQ6. How does application performance and availability (for example, applications running slowly, applications being unavailable, connectivity problems, etc.) affect your ability to do your job?


UK RESULTS

Over Past 5 Years, how Application Performance & Availability Changed Ability to Perform Job

Has become more important to doing

my job59%

Has become less important

18%

Has not changed my ability to do my job

23%

Base: 303 Total Q7. Over the past 5 years, how has application performance and availability’s impact on your ability to do your job changed?


UK RESULTS

Reasons why Application Performance & Delivery More Important in Past 5 Years

Base: More Important: 178

Other

Financial and/or business consequences related to my work have increased

I have more flexibility on where and/or when I perform my job functions, so I am expected to be available anytime, anywhere

My workload has increased

I am expected to work faster/complete deadlines sooner

The amount of time I spend using applications to complete my job has increased overall

2%

20%

23%

47%

50%

53%

Q8. Why has application performance and availability become more important in doing your job? (Please check all that apply)


UK RESULTS

Reasons why Application Performance & Delivery Less Important in Past 5 Years

Base: More Important: 52- caution small base size

I spend less time using applications to complete my job overall

I have more flexibility on where and /or when I perform my job functions, so I can adjust when there are performance and

availability problems

We have adjusted business processes to minimize the impact

I now have more application options for doing my job

21%

27%

29%

33%

Q9. Why has application performance and availability become less important in doing your job? (Please check all that apply)


UK RESULTS

Number of Times Contacted IT Dept. in Past Year due to Application Performance and Availability Issues

None15%

1 to 543%

6 to 1018%

11 to 159%

More than 1512%

Base: 303 TotalQ10. How many times have you contacted your organization’s IT department in the past year due to application performance and availability issues?

Balance do not have an IT department (3%)

Up to 10 Times: 61%


UK RESULTS

Whether Ever Experienced Application Performance or Availability Issue Critical to Doing Job

Yes66%

No34%

Base: 303 TotalQ11. Have you ever experienced a performance or availability issue related to one or more of the applications most critical to doing your job?


UK RESULTS

Percent of Time Problem already Reported to IT Dept. and being Worked on

100-75%16%

75-50%31%

50-25%28%

25% or less22%

Base: Experienced at least one application or performance issue critical to job: 199

Q12. On average, when you contact your organization’s IT department about a performance or availability issue related to the applications most critical to doing your job, what percentage of the time are you told they are already aware of the problem and/or working to resolve it?


50% to 100% of the time: 47%

50% or less of the time: 50%


UK RESULTS

Longest Waiting Time Experienced for Problem Resolution

Base : Experienced at least one application or performance issue critical to job: 199

Immediately

Half hour or less

More than a half an hour, less than an hour

An hour

More than an hour

Several hours

One business day

Several business days

More than a week

4%

10%

10%

7%

13%

20%

16%

16%

6%

Q13. What’s the longest you’ve had to wait for a performance and availability issue related to an application critical to performing your job to be resolved?

One Business day to more than one week: 37%

More than one hour but within the same business day: 32%

One hour or less: 31%


UK RESULTS

First to Blame for Problem


Other

Application vendor

User error

Internet service provider

IT department

The application itself

5%

6%

10%

15%

25%

39%

Q14. When you encounter an application performance or availability issue, which of the following do you typically first assume is to blame?


UK RESULTS

Satisfaction Level with IT Dept. Response Time with Problem Resolution

Very satis-fied19%

Somewhat satis-fied52%

Somewhat dissat-isfied19%

Very dissatisfied7%


Q15. How satisfied are you with your IT department’s response time in resolving application performance and availability issues

Total Satisfied: 70%



UK RESULTS

Typical Course of Action when Experience Application Problem


Other

Ignore issue hoping it will resolve itself or someone else will report it to the IT department

Contact IT department immediately

Try to resolve issue myself or ask a coworker, and contact IT department only if I’m unable to resolve the issue

3%

4%

31%

62%

Q16. When you encounter an application performance or availability issue, what is your typical course of action?


UK RESULTS

Estimated Cost for Company caused by Slow or Unavailable Applications Critical to Job

Base: 303 Total

Hundreds of dollars or less

Thousands of dollars

Tens of thousands of dollars

Hundreds of thousands of dollars

Millions of dollars

I don’t know

17%

23%

11%

6%

2%

41%

Q17.If you were to equate financial loss based on lost productivity or revenue to one or more of the most critical applications to doing your job being regularly slow or unavailable, how much would it cost your company per year?


UK RESULTS

Length of Time Willing to Wait to Contact IT Dept. to Report Problem

Base: 303 Total

Immediately

Half hour or less


An hour

More than an hour

Several hours

One business day


More than a week

18%

31%

18%

13%

9%

4%

3%

0%

1%

Q18. For the applications most critical to doing your job, how long would you typically be willing to wait to contact your organization’s IT department when you encounter an application performance or availability problem?






UK RESULTS

Change in Past 5 Years in Time Willing to Wait to Contact IT Dept.

Decreased significantly8%

Decreased somewhat17%

Remained unchanged58%

Increased somewhat

8%

Increased significantly6%

Base: 303 Total

Q19. Over the past 5 years, has the amount of time you would be willing to wait before contacting your organization’s IT department about a performance or availability issue related to the applications most critical to doing your job…..

Decreased: 25%



UK RESULTS

Length of Time Expected to Wait for Problem Resolution

Base: 303 Total

Immediately

Half hour or less


An hour

More than an hour

Several hours

One business day


More than a week

7%

23%

16%

20%

12%

12%

5%

2%

0%

Q20. For the applications most critical to doing your job, how long would you typically expect it to take for your organization’s IT department to resolve a performance or availability problem related to the applications most critical to doing your job?






UK RESULTS

Change in Past 5 Years in Time Willing to Wait for Problem Resolution

Decreased significantly6%

Decreased somewhat19%

Remained unchanged

58%

Increased somewhat

11%

Increased significantly3%

Base: 303 Total

Q21. Over the past 5 years, has the amount of time you would be willing to wait for your organization’s IT department to resolve a performance or availability problem related to the applications most critical to doing your job….


Decreased: 25%


UK RESULTS

Length of Time Willing to Wait for….

One hour or less Within the same business day More than one business day

59%

23%18%

40%43%

17%

32%39%

29%

Doctor's DiagnosisShipping Notification for Online PurchaseResponse to Email Message

Q22. How long would you be willing to wait for a doctor’s diagnosis?Q23. How long would you be willing to wait for notification that an item you purchased online has shipped?Q24. How long would you be willing to wait for someone to respond to an email message before following up or assuming they won’t answer? Base: 303 Total


UK RESULTS

Length of Time Willing to Wait for….

1-10 seconds 11-20 seconds 21-30 seconds More than 30 seconds

28%

36%

23%

13%

27%

37%

20%

16%

News Website to Load Before Moving to Alternate Site

Online Video to Load before Moving On

Q25. How long would you be willing to wait for a news website to load before moving on to an alternative site?Q26. How would you be willing to wait for an online video to load and play before moving on? Base: 303 Total

20 seconds or less: 64%

20 seconds or less: 64%


Appendix


UK RESULTS

Examples Provided to Respondents for Software or Applications (shortened for reporting purposes)

24

Base: 303 Total Q4

» Email applications (for example, Microsoft Exchange, LotUKNotes, etc.)

» Video or Web-based conferencing applications (for example, Adobe Connect/Defense Connect Online, Cisco WebEx, Citrix, Skype, etc.)

» Office applications (for example, Microsoft Word, Apple Keynote, Google Sheets)

» File sharing applications (for example, Internal/proprietary server or storage, SharePoint, Dropbox, Google Drive, etc.)

» Social media applications (for example, HootSuite, Tweetdeck, SocialOomph, etc.)

» Collaboration applications (for example, Microsoft Lync, Confluence, Microsoft Sharepoint, Google Docs, etc.)

» Analytics applications (for example, SAS, Tableau, SiSense, etc.)

» Enterprise resource planning applications (for example, SAP, PeopleSoft, etc.)

» CRM applications (Salesforce Sales Cloud, NetSuite CRM, Microsoft Dynamics, etc.)

» Proprietary/custom business applications (for example, inventory, accounting and logistics applications, etc.)


UK RESULTS

Demographics/Corpographics

25

Male52%

Female48%

Base: 303 Total

18-24 25-34 35-44 45-54 55+

4%

37%29%

23%

7%

Administrative/AssistantClerical

SupervisorProject Manager

ManagerDirector

Managing DirectorVice President/Senior VP/Executive VP

Owner or PartnerOther

22%19%

16%12%

21%5%

0%0%

1%4% Position


UK RESULTS

Demographics/Corpographics

26

Base: 303 Total

Accounting/Finance

Communications

Creative

Engineering

IT

Law/Public Affairs

Marketing/Sales

Operations

Procurement

Other

18%

4%

2%

4%

17%

7%

3%

19%

3%

23%

Dept./Function

Less than 10

11 to 19 20-40 41-60 61-99 100-150 151-199 200-299 300-399 400-499 500-599 600-699 700 -799

800-899 900-999 1000-1999

2,000 or more

I Don’t know

6% 4%8%

5% 5%9%

4% 6%3%

6%3% 2% 2% 2% 3%

7%

24%

2%

No. Employees

Yes39%

No61%

Public Sector


METHODOLOGY

Redshift Research conducted this study on behalf of Text 100 and Solarwinds.

The survey was carried out in accordance with the Market Research Society’s code of conduct, which guarantees anonymity to all respondents, and was designed to measure the attitudes of Small Businesses regarding Technology.

Research was conducted in June, 2014 using an email invitation and an online survey.

The survey was conducted among 1,816 respondents 18 years of age or older were currently employed in an office environment full time. All were required to use at least one type of computer software application to qualify (including email). No restrictions were placed on the size or type of company where the respondent worked. The study was conducted in the following countries: Australia (n=201), Brazil (n=207), Denmark (n=200), Germany (n=300), Singapore (n=202), US (n=403), and the UK (n=303). In Brazil and Germany, the respondents answered the survey in-language.

The data were set to ensure reliable and accurate representation of the total populations aged 18 and older. Results of any sample are subject to sampling variation. The magnitude of the variation is measurable and is affected by the number of interviews and the level of the percentages expressing the results. In this particular study, the chances are 95 in 100 that a survey result does not vary, minus, by more than between 4.88 and 6.91 percentage points from the result that would be obtained if interviews had been conducted with all persons in the universe represented by the sample. Sample was selected from the Crowdology panel. Crowdology™ is an online panel owned and operated by Redshift Research. The Crowdology™ panel is balanced across regional, age and gender demographic factors, and is nationally representative of the Danish population. Each respondent completes 120 profiling questions before being accepted to join our panel. Panel Quality Management is carried out frequently to ensure reliable surveys.



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SolarWinds Application Performance End User Survey (UK)

Technology

Transcript of SolarWinds Application Performance End User Survey (UK)