Customer Survey 2024: Unveiling insights and impact

We’re delighted to share the results of our 2024 Annual Customer Survey. Participants from some of the world’s most innovative companies shared their insights and experiences, highlighting our growing impact, impressive ROI, increased customer satisfaction, and broad adoption across various teams.

Learn the key trends from the survey and how Catchpoint ensures Internet Resilience for some of the world’s most innovative companies.  

Customer insights on ROI and business impact

The survey results show that partnering with Catchpoint has led to a positive Return on Investment (ROI) for the overwhelming majority of our customers, with 93% reporting significant benefits.  

Key Benefits reported:

• Improved MTTR and customer satisfaction.
  43% of respondents indicated that partnering with Catchpoint has improved their MTTR. This shows the value of Internet Performance Monitoring (IPM) in helping identify and fix issues before they impact customers.
• Improved customer satisfaction.
  It’s no surprise then that 42% of respondents reported improved customer satisfaction, highlighting Catchpoint's positive impact on the end-user experience by ensuring better service performance and reliability.

We asked our customers if they could provide any quantifiable details about the ROI they have seen and share what the business impact would be if they did not use Catchpoint.

Here are noteworthy quotes from their responses:

• “We have reduced our support time by up to 8%.”
• “We saw a reduction in the number of tickets from a monthly average of 13 tickets to 8 tickets.”
• "With the help of Catchpoint, our team was able to identify issues and potential impacts before the users or customers. Catchpoint not only detected application reachability issues but also helped in identifying performance issues which improved user experience significantly."
• "We have seen capture and resolution of issues and customer friction points before customer reports or becomes an incident saving CS team time and improving NPS."
• "Catchpoint uncovered severe performance issues with third-party services. Their resolution allowed us to improve the speed of our pages, which resulted in improved CX/UX and customer satisfaction."
• "Recovery from downtime before the business reports the issue was the greatest benefit, resulting in a reduction of downtime by about 2-3 business days per month."
• "Since our main test suites for keeping SLAs are on Catchpoint, I am confident that these SLAs would be breached if we weren't using Catchpoint."

Protecting revenue through proactive incident detection

Internet incidents are costly. According to a recent study conducted by Forrester Consulting, 37% of organizations estimated losing between $100,000-$499,000, and 39% lost $500,000-$999,999 due to Internet disruptions in the month before the study. Consider that for 12% of our customers, we caught an average of over 76 incidents a month, significantly protecting their revenue. Catchpoint’s ability to detect and address issues swiftly helps safeguard against substantial financial losses, ensuring business continuity and operational resilience.

IPM + APM integration continues in 2024

The data shows that most companies are integrating multiple monitoring and observability tools, including both Internet Performance Monitoring (IPM) and Application Performance Monitoring (APM) solutions. The widespread use of APM platform like Dynatrace, DataDog, and App Dynamics alongside Catchpoint IPM indicates a trend towards a best-of-breed observability strategy that leverages the strengths of both IPM and APM.

Catchpoint’s robust API capabilities mean you don't have to use the Catchpoint portal as your main monitoring tool; instead, you can integrate its data into your preferred tool, enhancing its effectiveness. This integration enhances monitoring coverage, improves incident response, and optimizes overall performance, ensuring a thorough approach to maintaining digital experience and operational efficiency. While there may not be one magic monitoring tool, Catchpoint can enhance any tool to make it far more effective.

Key monitoring priorities for 2024 revealed

In 2024, our customers are prioritizing customer experience, with 42% ranking it as their top focus. A significant portion also rated it as a moderate priority (2) with 30%, showing a widespread recognition of its importance. APIs and application experience follow closely, highlighted by 25% of respondents. Internal and external network performance also remain crucial, with consistent attention across all priority levels. These insights highlight a strong emphasis on enhancing customer-facing and application-related performance while maintaining robust network operations.

Top challenges 2023 vs. 2024

We asked our customers what their biggest challenge was in 2023 and what they predict it will be in 2024. The question was open-ended, allowing respondents to type their answers freely.

Here are the challenges that came up most often:

1. Service availability and uptime
   The survey responses reveal a strong focus on maintaining high service availability and uptime, both in 2023 and moving into 2024. Phrases like “service availability,” “expanding to all endpoints,” and “maintain uptime for application” were noted.
2. Monitoring and performance
   ‍Issues related to monitoring system performance were frequently mentioned. Respondents noted challenges such as “monitoring performance of key integrations,” “monitoring system performance,” and “API health monitoring.”
3. Security
   ‍Security challenges were a common theme, with mentions of “malicious attacks,” “security vulnerabilities,” and “DNS performance monitoring.”

Looking ahead: Building on our success

Our annual Customer Survey highlights the significant value we deliver to our customers. From improving MTTR to providing robust integration capabilities, Catchpoint stands out as a critical partner for ensuring Internet Resilience and operational efficiency. We remain committed to supporting our customers navigate the complexities of digital performance, safeguarding against disruptions, and driving impactful business outcomes.

Thank you to all participants for sharing your insights. We look forward to building on this success and continuing our journey together.