During every waking moment in our lives, we interact with a series of applications that deliver us certain digital experiences. For the most part, we are not even aware of how much these experiences affect our lives and to what extent we rely on them. In this way, the use of digital services has become a continuation of human behavior, impulsive, subconscious action – a “digital reflex”.
The survey, conducted for three years by AppDynamics (since recently part of the Cisco family), examines user behavior, attitudes, and expectations from digital services. According to the latest report from 2019, the appetite for digital services is growing, because people use an increasing number of applications every day. In fact, they have become so integrated into our daily lives that respondents used 4 times more applications per day than they were aware of.
When the expected experience is not delivered due to any malfunction, users notice it. Moreover, the consequence can be irreparable damage not only to the brand but also to the business as a whole.
That is why it is important that in the era of digital reflexes, service providers understand that first-class performance and impeccable user experience are no longer something to strive for, but are the ultimate for achieving business results.
As many as 69% of users said that they reflexively use digital services, automatically, with very little awareness of it.