SolarWinds Application Performance End User Survey (Singapore)

Application Performance End User Survey
SINGAPORE RESULTS
Conducted by Redshift Research
July 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
18%
20%
27%
27%
31%
36%
38%
58%
87%
91%
Analytics
Social Media
CRM
Proprietary/Custom
Collaboration
Video or Web-based Conferencing
Enterprise Resource Planning
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)

SINGAPORE RESULTS
Rating of Applications: Most Critical (10) to Least Critical (1) for Job Performance
Mean Scores
Base: 202 Total
4.49
4.90
5.18
5.28
5.52
5.54
5.71
6.17
7.57
7.66
Social Media
Analytics
CRM
Video or Web-based Conferencing
Proprietary/Custom
Collaboration
Enterprise Resource Planning
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.

SINGAPORE RESULTS
How Application Performance & Availability Affects Job
Critical to
accomplishing
my job
59%
A lack of it
makes job
more difficult
but not
impossible
35%
Does not
affect my job
6%
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
job
71%
Has become
less
important
15%
Has not
changed
my ability
to do my…
Base: 202 Total
Q7. 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
35%
46%
47%
57%
61%
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
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
30%
33%
40%
43%
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
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
None
10%
1 to 5
44%
6 to 10
26%
11 to 15
9%
More than 15
10%
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
Yes
66%
No
34%
Base: 202 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?

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 less
20%
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
Base: Experienced at least one application or
performance issue critical to job: 134
4%
12%
17%
11%
10%
21%
10%
10%
5%
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: 25%
More than one hour but within
the same business day: 31%
One hour or less: 44%

SINGAPORE RESULTS
First to Blame for Problem
2%
6%
11%
13%
30%
38%
Other
User error
Application vendor
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?

SINGAPORE RESULTS
Satisfaction Level with IT Dept. Response Time with
Problem Resolution
Very satisfied
7%
Somewhat
satisfied
72%
Somewhat
dissatisfied
15%
Very dissatisfied
3%
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
2%
34%
64%
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?

SINGAPORE RESULTS
Estimated Cost for Company caused by Slow or Unavailable
Applications Critical to Job
Base: 202 Total
10%
27%
25%
9%
3%
26%
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?

SINGAPORE RESULTS
Length of Time Willing to Wait to Contact IT Dept. to Report Problem
Base: 202 Total
17%
30%
15%
14%
10%
5%
4%
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
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 week: 6%

SINGAPORE RESULTS
Change in Past 5 Years in Time Willing to Wait to
Contact IT Dept.
Decreased
significantly
6%
Decreased
somewhat
22%
Remained
unchanged
47%
Increased
somewhat
16%
Increased
significantly
6%
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
10%
23%
19%
15%
13%
11%
3%
3%
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
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 week: 6%

SINGAPORE RESULTS
Change in Past 5 Years in Time Willing to Wait for
Problem Resolution
Decreased
significantly
5%
Decreased
somewhat
23%
Remained
unchanged
48%
Increased
somewhat
17%
Increased
significantly
4%
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….
76%
21%
3%
51%
35%
14%
44%
40%
16%
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: 202 Total

SINGAPORE RESULTS
Length of Time Willing to Wait for….
36% 36%
17%
11%
34% 35%
20%
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: 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
Male
62%
Female
38%
Base: 202 Total
5%
37% 39%
14%
5%
18-24 25-34 35-44 45-54 55+
17%
10%
16%
11%
30%
4%
1%
1%
2%
8%
Administrative/Assistant
Clerical
Supervisor
Project Manager
Manager
Director
Managing Director
Vice President/Senior VP/Executive VP
Owner or Partner
Other
Position

SINGAPORE RESULTS
Demographics/Corpographics
Base: 202 Total
19%
2%
2%
14%
18%
0
8%
22%
2%
13%
Accounting/Finance
Communications
Creative
Engineering
IT
Law/Public Affairs
Marketing/Sales
Operations
Procurement
Other
Dept./Function
7%
3%
5%
2% 2%
10%
2%
5%
3% 4% 5%
2% 2% 3%
1%
11%
27%
6%
No. Employees
Yes
34%
No
65%
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 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.

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.

SolarWinds Application Performance End User Survey (Singapore)

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