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Australians are currently facing an unprecedented number of service outages, leading to a significant decline in trust towards digital systems that were once deemed reliable. From mobile banking applications to broadband services, disruptions have become commonplace, and the repercussions for businesses are severe. Research commissioned by PagerDuty, detailed in its State of Service Reliability in Australia 2025 report, surveyed 1,000 consumers nationwide. The findings reveal a growing frustration among Australians, particularly in the banking, financial services, telecommunications, and retail sectors. David Williams, PagerDuty’s Senior Vice President of Product, emphasised that these results should act as a cautionary tale for Australian companies. He noted that the likelihood of service outages is increasing, prompting consumers to make choices that reflect their dissatisfaction, effectively “voting with their feet.”
The report indicates that digital reliability has become critical for businesses, with 72% of Australians stating they would reconsider using a company after experiencing an outage. Many consumers are altering their habits, such as switching providers, reverting to cash transactions, or seeking backup options to avoid disruptions. Williams pointed out that younger generations, who have only interacted with digital services, are particularly affected. They do not carry physical cards or landlines, relying entirely on digital solutions. This reliance presents both risks and opportunities for businesses. If reliability is a priority for customers, it can serve as a key differentiator. Among the industries surveyed, telecommunications companies reported the highest incidence of outages, with 41% of respondents experiencing disruptions in the past year. Williams noted that major providers have faced repeated incidents, resulting in a loss of consumer confidence. Banks and airlines are also under scrutiny as expectations for mobile-first banking and digital travel platforms rise, yet reliability has not consistently met these expectations. Williams highlighted that the infrastructure load has changed dramatically, with consumers now checking their bank balances multiple times a day. In aviation, a combination of reduced staffing, outdated technology, and increased travel demand has rendered flight systems more vulnerable. He stated that legacy operations that once functioned effectively have faltered during the pandemic, leaving many airlines struggling to recover. To address these challenges, Williams advocates for treating digital resilience—not just uptime—as a strategic investment. He asserts that businesses must focus on people, processes, and tools, which includes training staff, developing incident response plans, and leveraging AI and automation.
Categories: Service Outages, Consumer Trust, Digital Reliability
Tags: Service Outages, Digital Trust, Consumer Frustration, Mobile Banking, Telcos, Financial Services, Reliability, Digital Resilience, Incident Response, Automation