PagerDuty Survey Reveals Customer-Facing Incidents Increased by 43% During the Past Year, Each Incident Costs Nearly $800,000
The average incident takes nearly three hours to resolve and rising costs of incidents are largely compounded by lack of automation
90% of IT leaders reported that outages or disruptions have reduced customer trust in their organization
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![These are some of the results from a study of 500 IT leaders and decision-makers of companies with more than 1,000 employees responsible for IT operations from the United States, the United Kingdom and Australia, that highlights the growing impacts of customer-facing incidents and the ways automation can help mitigate. (Graphic: Business Wire)](https://mms.businesswire.com/media/20240627388939/en/2171467/4/Set_2_1200x682.jpg)
These are some of the results from a study of 500 IT leaders and decision-makers of companies with more than 1,000 employees responsible for IT operations from
“PagerDuty’s global survey found that incidents have been driven by increased complexity, rapid expansion of digital services and insufficient investment in IT infrastructure maintenance,” said
Other key findings of the data include:
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Over half (59%) of IT leaders say that customer-impacting incidents have increased, growing by an average of 43% in the last 12 months.
- 78% of IT leaders in travel say customer-impacting incidents have increased.
- 68% of IT leaders in finance say customer-impacting incidents have increased.
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Organizations with at least five manual processes in incident response incurred
$30.4M in annual costs of customer-facing outages vs.$16.8M for those with at least five processes fully automated. - 69% of IT leaders say the board and management are failing to invest in protecting customer trust when outages occur.
- Nearly a quarter (24%) of IT leaders reported outages negatively impacting share prices.
- More than ⅓ (35%) of IT leaders have seen higher levels of employee burnout.
- More than 70% of IT leaders report that remediation, mobilizing responders, collaboration between teams and internal communications with stakeholders are yet to be fully automated.
Digital incidents continue to rise in number, last longer and cost more, but organizations are also understanding the critical role automation can play. 86% of IT leaders surveyed say that their organization is making strides towards fully automating the end-to-end incident response process.
“Digital incidents occur, and front-line responders are too often hindered in their ability to resolve incidents quickly due to fragmented IT environments, inadequate processes and inability to identify the right responders,” said
The survey was conducted online between
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The PagerDuty Operations Cloud
The PagerDuty Operations Cloud is the platform for mission-critical, time-critical operations work in the modern enterprise. Through the power of AI and automation, it detects and diagnoses disruptive events, mobilizes the right team members to respond, and streamlines infrastructure and workflows across your digital operations. The Operations Cloud is essential infrastructure for revolutionizing digital operations to compete and win as a modern digital business.
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