Survey Highlights Consumer Frustration with Digital Experience Quality
Rocket Software, Inc
A recent survey underscores a mounting consumer impatience regarding sluggish or unreliable digital interactions, elucidating a strong nexus between technological performance, security, and brand loyalty.
WALTHAM, Mass., Nov. 04, 2025 (GLOBE NEWSWIRE) — Rocket Software, a global frontrunner in modernization technologies, has unveiled insights from a recent survey that illuminate the pivotal role of dependable and efficient technology in cultivating consumer trust.
The findings reveal that, increasingly, reliability and speed transcend mere attributes of commendable digital experiences—they constitute the very bedrock of consumer confidence.
Notably, two-thirds (66%) of participants routinely assess the technological frameworks underpinning the digital services they engage with, indicating that performance and security have become obligatory expectations among users.
The research further elucidates that 84% of consumers express heightened confidence in brands that employ modern, secure technological solutions.
This trust directly affects consumer loyalty; in fact, 51% of respondents asserted they would afford a brand only two or three opportunities after a negative digital encounter before opting for a competitor.
Escalating Expectations for Digital Performance
The data reveals a clear consumer demand for transactions to align with the rapid pace of contemporary life. Specifically, 31% anticipate instant processing of online transactions—including payments, bookings, or orders—while an additional 26% desire completion within mere seconds.
In the event of technology lag, customers are quick to respond. A significant 43% indicated they might attempt one more transaction, but would shift brands if it failed twice. Conversely, 12% stated they would change brands immediately after a failed attempt.
Security and Trust: An Indispensable Duo
The ramifications of a failed transaction extend beyond mere irritation; they instill a sense of distrust. A striking 90% of respondents expressed that such failures elevate concerns regarding the security of their personal data, reflecting how swiftly technical difficulties can undermine consumer trust.
The performance of technology is no longer an invisible aspect for consumers,” remarked Barbara Goose, Chief Marketing Officer at Rocket Software. “Each second significantly influences how consumers perceive a brand.
When systems falter, trust diminishes. Rebuilding that trust fundamentally relies on delivering secure and reliable experiences.
Research Methodology
The survey was conducted online among 1,048 U.S. adults aged 18 and older from October 10–13, 2025. The collected data were weighted to represent the U.S. population across key demographic parameters, possessing a credibility interval of ±4 percentage points.
To access the complete findings of the Rocket Software Omnibus Survey, click here.
About Rocket Software
Rocket Software is a leading player in modernization technology and serves as a critical partner for the world’s foremost enterprises in their modernization endeavors—from core systems to cloud solutions.
Trusted by over 12,500 customers and 750 partners, with a workforce exceeding 3,200 globally, Rocket Software enables organizations to optimize their data, applications, and infrastructure to deliver essential services that propel our modern society.
Headquartered in the Boston area, Rocket Software is a privately held U.S. corporation with centers of excellence strategically positioned across North America, Europe, Asia, and Australia.
Rocket Software operates as a portfolio company of Bain Capital Private Equity. Follow Rocket Software on LinkedIn and X or visit www.RocketSoftware.com.
Source link: Finance.yahoo.com.
