SolarWinds Application Performance End User Survey (UK)

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The proliferation of BYOD, cloud, SaaS and consumer technologies in the workplace have made the application the disruptive technology that will drive business IT into the coming decades. At the same time, the application delivery chain is becoming more complex to support as applications become more networked, virtualization drives IT infrastructure convergence and abstraction and end users become more mobile. These survey findings highlight the impact of application performance and availability on business end users, and their experiences with and expectations of IT when problems arise. Chief among the findings is that while the application is now the heart of businesses of all sizes and its performance is the lifeblood of success, IT continues to struggle to ensure its performance and availability.

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SolarWinds Application Performance End User Survey (UK)

  1. 1. Application Performance End User Survey UK Findings Conducted by Redshift Research July 2014 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  2. 2. 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. © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  3. 3. UK RESULTS Software or Applications Used on a Daily Basis Base: 303 Total 15% 21% 23% 23% 25% 29% 30% 49% 90% 91% Analytics Enterprise Resource Planning CRM Social Media Proprietary/Custom Video or Web-based Conferencing Collaboration File Sharing Office Email Q4. On a daily basis, which of the following software or applications do you use at work? (Please select all that apply © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  4. 4. UK RESULTS Rating of Applications: Most Critical (10) to Least Critical (1) for Job Performance Mean Scores Base: 303 Total 3.63 4.12 4.07 4.27 4.48 4.98 5.38 5.49 7.71 8.07 Social Media Analytics Enterprise Resource Planning CRM Video or Web-based Conferencing Collaboration Proprietary/Custom File Sharing Email Office 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. © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  5. 5. UK RESULTS How Application Performance & Availability Affects Job Critical to accomplishing my job 44% A lack of it makes job more difficult but not impossible 50% Does not affect my job 6% Base: 303 Total Q6. How does application performance and availability (for example, applications running slowly, applications being unavailable, connectivity problems, etc.) affect your ability to do your job? © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  6. 6. UK RESULTS Over Past 5 Years, how Application Performance & Availability Changed Ability to Perform Job Has become more important to doing my job 59% 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? © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  7. 7. UK RESULTS Reasons why Application Performance & Delivery More Important in Past 5 Years Base: More Important: 178 2% 20% 23% 47% 50% 53% 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 Q8. Why has application performance and availability become more important in doing your job? (Please check all that apply) © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  8. 8. UK RESULTS Reasons why Application Performance & Delivery Less Important in Past 5 Years Base: More Important: 52- caution small base size 21% 27% 29% 33% 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 Q9. Why has application performance and availability become less important in doing your job? (Please check all that apply) © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  9. 9. UK RESULTS Number of Times Contacted IT Dept. in Past Year due to Application Performance and Availability Issues None 15% 1 to 5 43% 6 to 10 18% 11 to 15 9% More than 15 12% Base: 303 Total Q10. 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% © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  10. 10. UK RESULTS Whether Ever Experienced Application Performance or Availability Issue Critical to Doing Job Yes 66% No 34% Base: 303 Total Q11. Have you ever experienced a performance or availability issue related to one or more of the applications most critical to doing your job? © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  11. 11. 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 less 22% 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? Balance do not have an IT department (3%) 50% to 100% of the time: 47% 50% or less of the time: 50% © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  12. 12. UK RESULTS Longest Waiting Time Experienced for Problem Resolution Base : Experienced at least one application or performance issue critical to job: 199 4% 10% 10% 7% 13% 20% 16% 16% 6% 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 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% © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  13. 13. UK RESULTS First to Blame for Problem Base: Experienced at least one application or performance issue critical to job: 199 5% 6% 10% 15% 25% 39% Other Application vendor User error Internet service provider IT department The application itself Q14. When you encounter an application performance or availability issue, which of the following do you typically first assume is to blame? © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  14. 14. UK RESULTS Satisfaction Level with IT Dept. Response Time with Problem Resolution Very satisfied 19% Somewhat satisfied 52% Somewhat dissatisfied 19% Very dissatisfied 7% Base: Experienced at least one application or performance issue critical to job: 199 Q15. How satisfied are you with your IT department’s response time in resolving application performance and availability issues Total Satisfied: 70% Balance do not have an IT department (3%) © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  15. 15. UK RESULTS Typical Course of Action when Experience Application Problem Base: Experienced at least one application or performance issue critical to job: 199 3% 4% 31% 62% 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 Q16. When you encounter an application performance or availability issue, what is your typical course of action? © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  16. 16. UK RESULTS Estimated Cost for Company caused by Slow or Unavailable Applications Critical to Job Base: 303 Total 17% 23% 11% 6% 2% 41% 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 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? © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  17. 17. UK RESULTS Length of Time Willing to Wait to Contact IT Dept. to Report Problem Base: 303 Total 18% 31% 18% 13% 9% 4% 3% 0% 1% 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 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? One Business day to more than one week: 4% More than one hour but within the same business day: 13% One hour or less: 80% Balance do not have an IT department (3%) © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  18. 18. UK RESULTS Change in Past 5 Years in Time Willing to Wait to Contact IT Dept. Decreased significantly 8% Decreased somewhat 17% Remained unchanged 58% Increased somewhat 8% Increased significantly 6% 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% Balance do not have an IT department (3%) © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  19. 19. UK RESULTS Length of Time Expected to Wait for Problem Resolution Base: 303 Total 7% 23% 16% 20% 12% 12% 5% 2% 0% 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 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? One Business day to more than one week: 7% More than one hour but within the same business day: 24% One hour or less: 66% Balance do not have an IT department (3%) © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  20. 20. UK RESULTS Change in Past 5 Years in Time Willing to Wait for Problem Resolution Decreased significantly 6% Decreased somewhat 19% Remained unchanged 58% Increased somewhat 11% Increased significantly 3% 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…. Balance do not have an IT department (3%) Decreased: 25% © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  21. 21. UK RESULTS Length of Time Willing to Wait for…. 59% 23% 18% 40% 43% 17% 32% 39% 29% One hour or less Within the same business day More than one business day Doctor's Diagnosis Shipping Notification for Online Purchase Response 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 © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  22. 22. UK RESULTS Length of Time Willing to Wait for…. 28% 36% 23% 13% 27% 37% 20% 16% 1-10 seconds 11-20 seconds 21-30 seconds More than 30 seconds 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% © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  23. 23. Appendix © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  24. 24. 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.) © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  25. 25. UK RESULTS Demographics/Corpographics 25 Male 52% Female 48% Base: 303 Total 4% 37% 29% 23% 7% 18-24 25-34 35-44 45-54 55+ 22% 19% 16% 12% 21% 5% 0% 0% 1% 4% Administrative/Assistant Clerical Supervisor Project Manager Manager Director Managing Director Vice President/Senior VP/Executive VP Owner or Partner Other Position © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  26. 26. UK RESULTS Demographics/Corpographics 26 Base: 303 Total 18% 4% 2% 4% 17% 7% 3% 19% 3% 23% Accounting/Finance Communications Creative Engineering IT Law/Public Affairs Marketing/Sales Operations Procurement Other Dept./Function 6% 4% 8% 5% 5% 9% 4% 6% 3% 6% 3% 2% 2% 2% 3% 7% 24% 2% No. Employees Yes 39%No 61% Public Sector © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  27. 27. 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. © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  28. 28. © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. The SOLARWINDS and SOLARWINDS & Design marks are the exclusive property of SolarWinds Worldwide, LLC, are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other SolarWinds trademarks, service marks, and logos may be common law marks, registered or pending registration in the United States or in other countries. All other trademarks mentioned herein are used for identification purposes only and may be or are trademarks or registered trademarks of their respective companies.

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