KUALA LUMPUR, July 21 (Bernama) — Cisco AppDynamics recently released the latest report in its App Attention Index research series, revealing consumer reliance on applications and digital services has soared since the start of the COVID-19 pandemic.
The global study, which examined the digital behaviours of over 13,000 global consumers, also identified consumers now have a zero-tolerance policy for poor application experience and automatically place blame on the application and brand, no matter where a performance issue stems from.
Since the start of 2020, consumers have experienced a sudden and total reliance on digital services, altering how they engage with brands, consume goods and services, and make purchasing decisions.
In fact, the research shows that people are using 30 per cent more applications today than they did before the pandemic, according to a statement.
The research highlights that because of their increasing reliance and use of digital services, 76 per cent of consumers say their expectations of digital services have increased since the start of 2020.
Alarmingly for brands, when expectations aren’t met, 60 per cent of consumers will now automatically blame the application and the brand no matter where the issue actually lives.
Consumers have not only come to rely on applications and digital services to function in everyday life, but they also used them to facilitate social interactions in the absence of traditional ways of connecting in person.
The research found that the majority of consumers (85 per cent) say that digital services have become a critical part of daily life, with 84 per cent stating those services helped them get through the pandemic in a positive way.
In addition, 61 per cent of consumers now state their expectations for digital services have changed forever and they will no longer tolerate poor performance, while 73 per cent of consumers state that even as life returns to normal, they know they will continue to rely on the digital services they utilised during the pandemic.
The research included interviews with more than 13,000 consumers, in the United States, United Kingdom, Australia, Canada, France, Germany, India, Japan, Russia, Singapore and the United Arab Emirates, which was conducted by Insight Avenue in June.
— BERNAMA
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