In January 2017, Spiceworks, a leader in IT research, released a study on the different ways businesses are impacted by internet disruptions. A total of 201 respondents from companies of all sizes in a variety of industries took part. Here’s what they found:
79% of organizations indicate that Internet disruptions are either “crippling,” “excruciating” or “painful.”
On average, disruptions take a full business day to be resolved, and it typically takes longer for disruptions outside the network.
92% of respondents are worried about the impact of a major Internet disruption hitting their business in the next six (6) months.
- Extremely concerned – 10%
- Very concerned – 20%
- Concerned – 27%
- Somewhat concerned – 34%
The largest impact of disruptions on organizations is increased customer support calls and cost of time/resources.
These negative experiences help confirm that managing Internet performance is about the impact that disruptions have on the end-user experience, both customers and employees alike.
- Increased customer support calls – 45%
- Cost – time/resources – 45%
- Reduced employee productivity – 40%
- Decreased customer satisfaction – 36%
- Loss of revenue – 32%
- Exposure to security risks – 29%
- Loss of new business – 22%
- Bad publicity – damage to reputation – 21%
- Loss of business to competitors – 19%
- Loss of existing customers – 18%
- Decreased stock value – 12%
The Primary Concerns of Respondents About Internet Disruptions:
- The risk of losing data.
- Risk of losing access to cloud hosting applications.
- Data integrity.
- Losing emails without disaster recovery in Philadelphia and other locations.
- The digital information stored on the network.
- Lack of root cause analysis, leaving us vulnerable to repeat incidents.
- When will the next one be?
- How can we resolve it quicker and ensure it does not repeat?
- How much will the company lose in overall revenue?
- The company might lose money.
- Loss of revenue and jobs without the business IT support we need.
- Losing our business.
- How long it takes to get the website back.
- I have to give more time to the office.
- Time to recover.
- Long delay in returning to functionality.
- Loss of customer confidence.
- Loss of customers, reputational damage.
- Client impact.
- Customer satisfaction and meeting SLAs.
- Loss of brand reputation.
- Being hacked.
- Breach of information.
- DDos attacks.
- Outside attacks.
- All organizations are taking steps to safeguard their network and end-users against Internet volatility.
Top 5 Approaches to Digital Resilience
- Relying on IT support services for network monitoring and maintenance – 44%
- Enforcing end-users policies – 44%
- Restricting user permissions/actions – 42%
- Using network design services to improve IT infrastructure – 41%
- Learning about new types of threats/risks – 40%
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SOURCE: 2017 Internet Disruption Study, Spiceworks