Majority of Firms Experience More than One Customer-Impacting Tech Failure Per Week: PagerDuty Survey

Airlines get away with abusing passengers because fliers have little real choice. In the digital realm, where choices are abundant and switching is easy, customers have no patience for poor performance. This study from operations management tech vendor PagerDuty found that 69% of consumers would leave a digital service if it doesn’t work well for more than 15 minutes. It also found that 38% of organizations need at least 30 minutes to resolve incidents that impact customer experience. If you think this isn’t your problem, think again: the most firms have at least one customer-impacting incident per week and about two fifths of those outages affect sales (40%) or marketing (37%).