Consumer Trust Erodes as Software Failures Reach Alarming Levels, Reveals Harness Report
In a striking development, Harness, the AI-Native Software Delivery Platform™, has released its 2024 'Software Failure Sentiment Report,' shedding light on a pressing issue: the escalating frustration among consumers regarding software outages. These outages have become shockingly common and are not merely technical hiccups; they are being equated to severe public health crises. In fact, 70% of consumers now view software failures in the same light as health scares, like those caused by contaminated food.
The report, backed by a comprehensive survey conducted by Opinium Research among 1,000 U.S. consumers, reveals that 52% of respondents have experienced the fallout from a company's IT outage. Disturbingly, these failures are no longer isolated incidents. They include high-profile cases like the debilitating CrowdStrike outage, recent major telecom disruptions, and pervasive banking issues that have left many consumers feeling stranded and frustrated. Such frequent occurrences have triggered significant concern, marking a considerable shift in public sentiment towards technology reliability.
"Software failures are no longer just nuisances. They are eroding the trust that consumers place in digital services, which they depend on for day-to-day activities such as banking, healthcare, and transportation," emphasizes Trevor Stuart, General Manager at Harness. The findings of the survey reveal that a staggering 73% of consumers demand stricter regulations to hold companies accountable for releasing poorly crafted software. Many believe these failures have severe implications, likening the repercussions to the dire consequences of selling tainted food products.
Additionally, the report highlights specific ways in which software failures disrupt daily life. For example, 45% of survey participants reported being unable to access crucial websites or apps during outages. Furthermore, interruptions in online banking were reported by 36%, and 29% experienced issues while attempting to make purchases. These disruptions are not simply minor inconveniences; they lead to significant repercussions for individuals and businesses alike.
The emotional impact of these frequent outages cannot be understated. Consumers are fed up, and the demand for accountability and reliability has never been more pronounced. A significant portion of respondents believes that businesses should compensate consumers affected by these malfunctions, while others advocate for potential government fines against companies failing to ensure software reliability.
To mitigate these issues, Harness emphasizes the urgency of adopting proactive strategies that prioritize software resilience. Implementing effective techniques like canary deployments—where updates are first rolled out to small user groups—can help catch bugs before they wreak havoc on a broader scale. Feature flags serve as another useful tool, allowing for the quick disabling of problematic software features to keep essential services running smoothly.
The stakes are high. As more consumers rely on digital platforms for essential services, the failure to deliver reliable software is becoming an increasingly critical liability for businesses. Companies must not only acknowledge the deep-rooted issues within their software development processes but also commit to systemic changes that enhance reliability and protect consumer trust.
Harness's findings serve as a critical wake-up call for those responsible for software delivery. Understanding that consumers now view software failures as a profound breach of trust is essential for reshaping approaches to software quality and reliability. The path to rebuilding this trust involves acknowledging past shortcomings, implementing best practices, and adapting to the challenges posed by a rapidly evolving digital landscape.
To read the full insights from the 2024 Software Failure Sentiment Report, visit the Harness website. This groundbreaking report underscores the importance of ensuring software integrity and the need for companies to elevate their software delivery practices to safeguard consumer trust and the essential digital infrastructure we all rely on.