solarwinds application performance end user survey (singapore)

Application Performance End User SurveySINGAPORE RESULTS

Conducted by Redshift ResearchJuly 2014

SINGAPORE RESULTS

Executive Summary

» Email and Office applications are used daily by 94% and 87% respectively, file sharing is used by 58%. All three top the list in being most critical when it comes to doing their job.

» Application performance and availability is critical for 59% of respondents to accomplish their work. For 71% it has become more important over the past 5 years due to an increase in the time spent using applications, coupled with an increase in their workload and more demanding deadlines.

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

» 66% 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, 46% are told that the problem is already being worked at least half of the time, while 51% are told less than half the time that the problem is already being worked on.

» 25% of those who experienced a critical issue claimed that it took at least one business day to resolve the problem. However, 31% said the problem was resolved within the same business day, and 44% within an hour.

» 38% will blame the application itself for the performance or availability issue, and 30% will blame IT. 64% 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 (79%) were satisfied with the IT department’s response time in resolving their critical application issue. (Notably, 72% are merely “somewhat” satisfied).

» 76% of total respondents will wait only up to one hour before contacting IT to report a problem. While 47% claim that the time they wait to contact IT has remained unchanged over the past 5 years, 28% did say that time has decreased.

» 67% expect to wait just up to one hour for the problem to be resolved. Similar to above, 48% claim this expectation has not changed over the past 5 years; 28% say this time has decreased.

» Among total respondents, 26% do not know the financial implication caused by slow or unavailable applications, although 25% say tens of thousands and 27% say thousands of dollars.

» 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 majority (72% and 69%, respectively) would wait a maximum of 20 seconds before moving on.

© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

SINGAPORE RESULTS

Software or Applications Used on a Daily Basis

Base: 202 Total

Analytics

Social Media

CRM

Proprietary/Custom

Collaboration

Video or Web-based Conferencing

Enterprise Resource Planning

File Sharing

Office

Email

18%

20%

27%

27%

31%

36%

38%

58%

87%

91%

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


SINGAPORE RESULTS

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

Base: 202 Total

Social Media

Analytics

CRM

Video or Web-based Conferencing

Proprietary/Custom

Collaboration

Enterprise Resource Planning

File Sharing

Office

Email

4.49

4.90

5.18

5.28

5.52

5.54

5.71

6.17

7.57

7.66

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.


SINGAPORE RESULTS

How Application Performance & Availability Affects Job

Critical to ac-complishing my

job59%

A lack of it makes job more difficult

but not impossible35%

Does not affect my job6%

Base: 202 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?


SINGAPORE RESULTS

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

Has become more important to doing

my job71%

Has be-

come less im-por-tant15%

Has not

changed my ability to do

my job14%

Base: 202 TotalQ7. Over the past 5 years, how has application performance and availability’s impact on your ability to do your job changed?


SINGAPORE RESULTS

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

Base: More Important: 143

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

My workload has increased

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

available anytime, anywhere

I am expected to work faster/complete deadlines sooner

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

35%

46%

47%

57%

61%

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


SINGAPORE RESULTS

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

Base: More Important: 30- 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 function, so I can adjust when there are application performance and availabilty problems

we have adjusted business processes to minimize the impact

I now have more application options for doing my job

30%

33%

40%

43%

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


SINGAPORE RESULTS

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

None10%

1 to 544%

6 to 1026%

11 to 159%

More than 1510%

Base: 202 Total

Q10. How many times have you contacted your organization’s IT department in the past year due to application performance and availability issues?

Up to 10 Times: 70%

Balance do not have an IT department (3%)


SINGAPORE RESULTS

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

Yes66%

No34%

Base: 202 TotalQ11. Have you ever experienced a performance or availability issue related to one or more of the applications most critical to doing your job?


SINGAPORE RESULTS

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

100-75%11%

75-50%35%

50-25%31%

25% or less20%

Base: Experienced at least one application or performance issue critical to job: 134

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: 46%

50% or less of the time: 51%


SINGAPORE RESULTS

Longest Waiting Time Experienced for Problem Resolution


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%

12%

17%

11%

10%

21%

10%

10%

5%

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: 25%

More than one hour but within the same business day: 31%

One hour or less: 44%


SINGAPORE RESULTS

First to Blame for Problem


Other

User error

Application vendor

Internet service provider

IT department

The application itself

2%

6%

11%

13%

30%

38%

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


SINGAPORE RESULTS

Satisfaction Level with IT Dept. Response Time with Problem Resolution

Very satisfied7%

Somewhat satisfied72%

Somewhat dissatisfied

15% Very dissatisfied3%


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

Total Satisfied: 79%



SINGAPORE RESULTS

Typical Course of Action when Experience Application Problem


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

2%

34%

64%

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


SINGAPORE RESULTS

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

Base: 202 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

10%

27%

25%

9%

3%

26%

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?


SINGAPORE RESULTS

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

Base: 202 Total

Immediately

Half hour or less


An hour

More than an hour

Several hours

One business day


More than a week

17%

30%

15%

14%

10%

5%

4%

2%

0%

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?






SINGAPORE RESULTS

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

Decreased significantly6%

Decreased somewhat22%

Remained unchanged47%

Increased somewhat16%

Increased significantly6%

Base: 202 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: 28%


SINGAPORE RESULTS

Length of Time Expected to Wait for Problem Resolution

Base: 202 Total

Immediately

Half hour or less


An hour

More than an hour

Several hours

One business day


More than a week

10%

23%

19%

15%

13%

11%

3%

3%

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?






SINGAPORE RESULTS

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

Decreased significantly5%

Decreased somewhat23%

Remained unchanged48%

Increased somewhat

17%

Increased significantly4%

Base: 202 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: 28%



SINGAPORE RESULTS

Length of Time Willing to Wait for….

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

76%

21%

3%

51%

35%

14%

44%40%

16%

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: 202 Total


SINGAPORE RESULTS

Length of Time Willing to Wait for….

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

36% 36%

17%

11%

34% 35%

20%

11%

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: 202 Total

20 seconds or less: 72%

20 seconds or less: 69%


Appendix


SINGAPORE RESULTS

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

Base: 202 Total Q4

» Email applications (for example, Microsoft Exchange, LotSingaporeNotes, 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.)


SINGAPORE RESULTS

Demographics/Corpographics

Male62%

Female38%

Base: 202 Total

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

5%

37% 39%

14%5%

Administrative/AssistantClerical

SupervisorProject Manager

ManagerDirector

Managing DirectorVice President/Senior VP/Executive VP

Owner or PartnerOther

17%10%

16%11%

30%4%

1%1%

2%8%

Position


SINGAPORE RESULTS

Demographics/Corpographics

Base: 202 Total

Accounting/Finance

Communications

Creative

Engineering

IT

Law/Public Affairs

Marketing/Sales

Operations

Procurement

Other

19%

2%

2%

14%

18%

0%

8%

22%

2%

13%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

7%3% 5%

2% 2%

10%

2%5% 3% 4% 5%

2% 2% 3% 1%

11%

27%

6%

No. Employees

Yes34%

No65%

It’s complicated1%


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 (singapore)

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