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
North America Findings
Conducted by Redshift Research
July 2014
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

2. Executive Summary
» 93% of business end users said app performance and availability affect their ability to do their job, with 62% saying it is
absolutely critical.
» 67% said app performance and availability have become more important to doing their jobs over the past five years.
 Of this group, 65% said app performance and availability have become more critical because the amount of time they spend using apps
on the job has increased. 55% also said it’s because their workload has increased and 47% claimed it’s because they are expected to
work faster.
» Approximately 1 in 5 said slow or unavailable apps result in significant financial loss (tens of thousands of dollars or
more) for their companies annually.
» 76% 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 42% of those willing to wait only a half hour or less and
22% unwilling to wait at all.
» 67% said they expect app performance or availability problems to be solved within an hour of reporting them, with 35%
expecting a resolution in a half hour or less.
» 70% of business end users said they have experienced a job-critical app performance or availability issue.
 Of those, 81% contacted their IT department in the past year due to an app performance or availability issue, with one-third having
done so six times or more.
» 36% 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.
» 54% 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.
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

3. US RESULTS
Software or Applications Used on a Daily Basis
Base: 403 Total
10%
14%
17%
20%
29%
33%
38%
50%
94%
94%
Analytics
CRM
Social Media
Enterprise Resource Planning
Video or Web-based Conferencing
Collaboration
Proprietary/Custom
File Sharing
Email
Office
Q4. On a daily basis, which of the following software or
applications do you use at work? (Please select all that apply)
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

4. US RESULTS
Rating of Applications: Most Critical (10) to Least Critical (1) for Job Performance
Mean Scores
Base: 403 Total
3.52
3.71
4.08
4.31
4.54
5.09
5.63
5.93
8.13
8.37
Social Media
Analytics
CRM
Enterprise Resource Planning
Video or Web-based Conferencing
Collaboration
File Sharing
Proprietary/Custom
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.
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

5. US RESULTS
How Application Performance & Availability Affects Job
Critical to
accomplishing
my job
62%
A lack of it
makes job
more difficult
but not
impossible
31%
Does not
affect my job
7%
Base: 403 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?
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

6. US RESULTS
Over Past 5 Years, how Application Performance &
Availability Changed Ability to Perform Job
Has become
more
important to
doing my job
67%
Has become
less
important
7%
Has not
changed my
ability to do
my job
26%
Base: 398 Total
Q7. Over the past 5 years, how has application performance and
availability’s impact on your ability to do your job changed?
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

7. US RESULTS
Reasons why Application Performance & Delivery More Important in Past 5 Years
Base/More Important: 265
2%
25%
26%
47%
55%
65%
Other
I have more flexibility on where and/or when
I perform my job functions, so I am expected
to be available anytime, anywhere
Financial and/or business consequences
related to my work have increased
I am expected to work faster/complete
deadlines sooner
My workload has increased
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)
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

8. US RESULTS
Reasons why Application Performance & Delivery Less Important in Past 5 Years
Base/Less Important: 28
18%
29%
32%
43%
I now have more application options for doing
my job
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 application performance and
availability problems
We have adjusted business processes to
minimize the impact
Q9. Why has application performance and availability become less
important in doing your job? (Please check all that apply)
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

9. US RESULTS
Number of Times Contacted IT Dept. in Past Year due to
Application Performance and Availability Issues
None
14%
1 to 5
48%
6 to 10
19%
11 to 15
8%
More than 15
6%
Base: 403 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 (5%)
Up to 10 Times: 67%
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

10. US RESULTS
Whether Ever Experienced Application Performance or
Availability Issue Critical to Doing Job
Yes
70%
No
30%
Base: 403 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?
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

11. US RESULTS
Percent of Time Problem already Reported to IT Dept.
and being Worked on
100-75%
12%
75-50%
27%
50-25%
29%
25% or less
25%
Base/Experienced at least one application or
performance issue critical to job: 283
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: 54%
Balance do not have an IT department
(7% among the smaller base size)
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

12. US RESULTS
Longest Waiting Time Experienced for Problem Resolution
Base/Experienced at least one application or
performance issue critical to job: 283
2%
10%
10%
8%
16%
18%
14%
17%
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: 36%
More than one hour but within
the same business day: 34%
One hour or less: 30%
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

13. US RESULTS
Typical Course of Action when Experience Application Problem
Base/Experienced at least one application or
performance issue critical to job: 283
1%
1%
22%
76%
Ignore issue hoping it will resolve
itself or someone else will report it
to the IT department
Other
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?
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

14. US RESULTS
Estimated Cost for Company caused by Slow or Unavailable
Applications Critical to Job
Base: 403 Total
23%
24%
12%
3%
2%
36%
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?
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

15. US RESULTS
Length of Time Willing to Wait to Contact IT Dept. to Report Problem
Base: 403 Total
17%
32%
16%
11%
7%
6%
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: 76%
Balance do not have IT Dept. (5%), and
don’t know or did not answer (2%)
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

16. US RESULTS
Length of Time Expected to Wait for Problem Resolution
Base: 403 Total
8%
27%
16%
16%
9%
9%
4%
1%
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
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: 6%
More than one hour but within
the same business day: 18%
One hour or less: 67%
Balance do not have IT Dept. (5%), and
don’t know or did not answer (4%)
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

17. Appendix
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

18. US RESULTS
Examples Provided to Respondents for Software or Applications
(shortened for reporting purposes)
• Email applications (for example, Microsoft Exchange, Lotus Notes, 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.)
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

19. US RESULTS
Demographics/Corpographics
Male
25%
Female
75%
Base: 403 Total
4%
33%
25%
18% 19%
18-24 25-34 35-44 45-54 55+
23%
18%
7%
9%
15%
5%
1%
2%
1%
17%
Administrative/Assistant
Clerical
Supervisor
Project Manager
Manager
Director
Managing Director
Vice President/Senior VP/Executive VP
Owner or Partner
Other
Position
25%
31% 29%
16%
Northeast Southeast Midwest West
Region
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

20. US RESULTS
Demographics/Corpographics
Base: 403 Total
17%
4%
3%
7%
11%
6%
6%
13%
2%
30%
Accounting/Finance
Communications
Creative
Engineering
IT
Law/Public Affairs
Marketing/Sales
Operations
Procurement
Other
Dept./Function
7%
5% 6% 5%
3%
6%
4%
6%
3% 3% 4%
2% 1% 1% 2%
8%
29%
5%
No. Employees
Yes
53%
No
46%
It's
complicat
ed
1%
Co. in Public Sector
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

21. Methodology
» Redshift Research conducted this study on behalf of 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, plus or 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 US 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.
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

22. © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
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