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.

1. Application Performance End User Survey
UK Findings
Conducted by Redshift Research
July 2014
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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.
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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
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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.
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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?
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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?
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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)
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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)
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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%
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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?
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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%
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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%
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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?
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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%)
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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?
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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?
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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%)
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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%)
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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. 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%
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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
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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%
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23. Appendix
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

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.)
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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
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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
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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.
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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.