solarwinds application performance end user survey (denmark)

Application Performance End User SurveyDenmark Findings

Conducted by Redshift ResearchJuly 2014

© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.


Executive Summary

» Email and Office applications are used daily by 91% and 58%, respectively, and both top the list in being most critical when it comes to doing their job.

» Application performance and availability is critical for 43% of respondents to accomplish their work; 42% say a lack of it makes their job more difficult but not impossible. For 55% application performance has become more important over the past 5 years due to anincrease in the time spent using applications, coupled with an increase in their workload.

» 70% contacted their IT department up to 10 times over the past year, while 10% had no contact over the same time period.

» 65% of respondents have, at one time or another, experienced an issue with an application that was critical to doing their job.

» Of those who experienced an issue critical to doing their job, 39% are told that the problem is already being worked at leasthalf of the time, while 57% are told less than half the time that the problem is already being worked on.

» 26% of those who experienced a critical issue claimed that it took at least one business day to resolve the problem. However, 34% said the problem was resolved within the same business day, and 40% within an hour.

» 36% will blame the application itself for the performance or availability issue, and 73% will try to resolve the issue themselves or ask a coworker, only contacting the IT department if unable to resolve the issue.

» The vast majority (73%) were satisfied with the IT department’s response time in resolving their critical application issue.

» 78% of total respondents will wait only up to one hour before contacting IT to report a problem. While the majority (52%) claim that the time they wait to contact IT has remained unchanged over the past 5 years, 30% did say that time has decreased.

» 64% expect to wait just up to one hour for the problem to be resolved. Similar to above, 55% claim this expectation has not changed over the past 5 years; 27% say this time has decreased.

» Among total respondents, 44% do not know the financial implication caused by slow or unavailable applications.

» The vast majority of respondents will not wait more than one business day for a doctor’s diagnosis (where the fastest response is desired), for a shipping notification for an online purchase or an email response. When it comes to waiting for a news website or online video to load, the vast majority (83% and 74%, respectively) would wait a maximum of 20 seconds before moving on.

DENMARK RESULTS

Software or Applications Used on a Daily Basis

Base: 200 Total

9%

11%

14%

18%

19%

25%

26%

42%

85%

91%

Analytics

Social Media

CRM

Proprietary/Custom

Enterprise Resource Planning

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


DENMARK RESULTS

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

Base: 200 Total

3.22

3.62

3.83

3.95

4.13

4.21

4.25

4.47

5.95

6.19

Social Media

Analytics

Video or Web-based Conferencing

CRM

Collaboration

Enterprise Resource Planning

Proprietary/Custom

File Sharing

Office

Email

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.


DENMARK RESULTS

How Application Performance & Availability Affects Job

Critical to accomplishing

my job43%A lack of it

makes job more difficult

but not impossible

42%

Does not affect my job

15%

Base: 200 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?


DENMARK RESULTS

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

Has become more

important to doing my job

55%

Has become less

important19%

Has not changed my ability to do

my job26%

Base: 200 Total

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


DENMARK RESULTS

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

Base: More Important: 110

3%

22%

30%

39%

43%

52%

Other

Financial and/or business consequencesrelated to my work have increased

I have more flexibility on where and/or whenI perform my job functions, so I am expected

to be available anytime, anywhere

I am expected to work faster/completedeadlines sooner

My workload has increased

The amount of time I spend using applicationsto 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)


DENMARK RESULTS

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

Base: More Important: 37- caution small base size

5%

19%

27%

32%

32%

other

I now have more application options for doingmy job

I spend less time using application tocomplete my job overall

I have more flexibility on where and/or whenI perform my job

We have adjusted business processes tominimize the impact

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


DENMARK RESULTS

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

None9%

1 to 544%

6 to 1026%

11 to 156%

More than 1511%

Base: 200 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 (4%)

Up to 10 Times: 70%


DENMARK RESULTS

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

Yes65%

No35%

Base: 200 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?


DENMARK RESULTS

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

100-75%11%

75-50%28%

50-25%32%

25% or less25%

Base: Experienced at least one application or performance issue critical to job: 132

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: 39%

50% or less of the time: 57%


DENMARK RESULTS

Longest Waiting Time Experienced for Problem Resolution


5%

15%

8%

12%

14%

20%

7%

12%

7%

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: 26%

More than one hour but within the same business day: 34%

One hour or less: 40%


DENMARK RESULTS

First to Blame for Problem


5%

8%

11%

20%

20%

36%

Other

User error

Application vendor

IT department

Internet service provider

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?


DENMARK RESULTS

Satisfaction Level with IT Dept. Response Time with Problem Resolution

Very satisfied24%

Somewhat satisfied 49%

Somewhat dissatisfied

17%

Very dissatisfied

6%


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

Total Satisfied: 73%



DENMARK RESULTS

Typical Course of Action when Experience Application Problem


1%

5%

21%

73%

Other

Ignore issue hoping it will resolveitself 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?


DENMARK RESULTS

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

Base: 200 Total

10%

24%

15%

5%

2%

44%

Hundreds of dollars or less

Thousands of dollars

Tens of thousands of dollars

Hundreds of thousands ofdollars

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?


DENMARK RESULTS

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

Base: 200 Total

18%

31%

16%

13%

8%

6%

4%

0%

0%

Immediately

Half hour or less


An hour

More than an hour

Several hours

One business day


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?






DENMARK RESULTS

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

Decreased significantly

8%

Decreased somewhat

23%

Remained unchanged

52%

Increased somewhat

7%

Increased significantly

6%

Base: 200 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: 31%



DENMARK RESULTS

Length of Time Expected to Wait for Problem Resolution

Base: 200 Total

6%

27%

16%

15%

16%

7%

6%

2%

1%

Immediately

Half hour or less


An hour

More than an hour

Several hours

One business day


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?






DENMARK RESULTS

Change in Past 5 Years in Time Willing to Wait forProblem Resolution

Decreased significantly

9%Decreased somewhat

18%

Remained unchanged

55%

Increased somewhat

8%

Increased significantly

6%

Base: 200 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: 27%



DENMARK RESULTS

Length of Time Willing to Wait for….

60%

25%

15%

43% 41%

16%

37%41%

22%

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: 200 Total


DENMARK RESULTS

Length of Time Willing to Wait for….

48%

35%

11%

6%

35%39%

15%11%

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: 200 Total

20 seconds or less: 83%

20 seconds or less: 74%


Appendix


DENMARK RESULTS

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

•Email applications (for example, Microsoft Exchange, LotDenmarkNotes, 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.)


DENMARK RESULTS

Demographics/Corpographics

Male58%

Female43%

Base: 200 Total

6%

14%

22%

33%

25%

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

34%

11%

14%

15%

12%

4%

1%

0%

2%

9%

Administrative/Assistant

Clerical

Supervisor

Project Manager

Manager

Director

Managing Director

Vice President/Senior VP/Executive VP

Owner or Partner

Other

Position


DENMARK RESULTS

Demographics/Corpographics

Base: 200 Total

18%

9%

4%

7%

18%

7%

9%

9%

5%

14%

Accounting/Finance

Communications

Creative

Engineering

IT

Law/Public Affairs

Marketing/Sales

Operations

Procurement

Other

Dept./Function

8%10%

7%5% 6% 7%

5% 4% 3%6%

2% 2% 2%0% 1%

5%

24%

3%

No. Employees

Yes34%

No65%

It’s complicated

1%


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 allrespondents, 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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companies.

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