Millennials Reshaping Holiday Shopping Forever as Their Demands for Digital Performance Skyrocket in 2015

Back to the Digital Future: New Dynatrace Survey Reveals the High Price Retailers Will Pay for Failing to Deliver Great Customer Experiences

Boston, MA — November 18, 2015 — Digital Performance software company Dynatrace today announced the results of a new five-country consumer survey on mobile shopping for the 2015 holiday season, revealing that Millennials age 18 to 34 are driving a new era of demand for digital performance excellence. 81% of Millennial-aged smartphone and/or tablet owners across all countries say they will abandon transactions and shop elsewhere if a mobile site or mobile app is buggy, slow or prone to crashes – and over half (51%) are likely to broadcast their complaints about poor online shopping experiences on social media.

Study resultsThe survey was conducted online by Harris Poll on behalf of Dynatrace in October among 5,110 smartphone and/or tablet owners across the United States, United Kingdom, France, Germany and Australia.

“Mobile shopping will shatter records again this year, and the price retailers will pay for poor digital experiences will also be historic. We can see the future of retail by looking at what mobile shoppers ages 18 to 34 are doing now. They are demanding flawless customer experiences and are quick to be disappointed and complain on social media,” said Erwan Paccard, Director of Omnichannel Strategy at Dynatrace. “This ‘Back to the Future’ trend led by Millennials has changed retail forever. Today, companies will win or fail based on their ability to deliver great customer experiences at every digital touchpoint along the shopping journey.”

Millennials are mobile, social and expect higher customer experience quality than previous generations. Their demands for digital excellence show what the future holds and puts significant pressure on retailers to adapt.

Read the blog post on the survey, here.

Key findings from Dynatrace’s 2015 Mobile Holiday Shopping Survey include:

“The digital revolution is affecting all industries, but is impacting highly competitive market segments like retail at an accelerated pace. Customers’ behaviors and expectations are changing more quickly than most businesses can adapt, putting them at risk,” explained Paccard. “However, with digital performance management, dev, IT ops and business teams can get needed analytics and technical context to better collaborate and focus on delivering user experiences that maximize success.”

SURVEY METHODOLOGY: This survey was conducted online by Harris Poll on behalf of Dynatrace from October 13-15, 2015 among adults ages 18 and older within the United States (n=2009), United Kingdom (n=1,025), France (n=1,090), Germany (n=1,071) and Australia (n=1,135). This online survey is not based on a probability sample and therefore no estimate of theoretical sampling error can be calculated. For complete survey methodology, including weighting variables, please contact Dynatrace.

About Dynatrace

Dynatrace has redefined how you monitor today’s digital ecosystems. AI-powered, full stack and completely automated, it’s the only solution that provides answers, not just data, based on deep insight into every user, every transaction, across every application. The world’s leading brands, including 72 of the Fortune 100, trust Dynatrace to optimize customer experiences, innovate faster and modernize IT operations with absolute confidence.

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