Security News > 2021 > July > Consumer expectations of digital services increased since early 2020

Consumer reliance on applications and digital services has soared since the start of the COVID-19 pandemic.

Since the start of 2020, consumers have experienced a sudden and total reliance on digital services, altering how they engage with brands, consume goods and services, and make purchasing decisions.

The research highlights that because of their increasing reliance and use of digital services, 76 percent of consumers say their expectations of digital services have increased since the start of 2020.

The research found that the majority of consumers say that digital services have become a critical part of daily life, with 84 percent stating those services helped them get through the pandemic in a positive way.

61 percent of consumers now state their expectations for digital services have changed forever and they will no longer tolerate poor performance.

The research goes on to find that 72 percent of consumers believe it's the responsibility of the brand to ensure that digital services work perfectly, and more than half state that brands have one shot to deliver positive digital experiences before they switch to another provider.

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