A survey by New Relic on Indian online shoppers found that 60 per cent of them would exit an app if it buffers for over 10 seconds, and 20 per cent wouldn't tolerate more than 5 seconds. Issues like app freezing, crashing, and misleading descriptions were also top concerns among users. 

“As attention spans continue to drop and app marketplaces become more crowded, buffering is a key consumer concern that must be addressed by e-commerce providers seeking to gain market share,” said New Relic vice president Sales for India Prasad Rai. “Observability solves these challenges by providing insights into why particular systems are experiencing lag and pinpoints issues before they impact the digital customer experience. Observability is a game changer for engineering teams because it allows them to proactively analyse and optimise their systems based on logs, metrics, and traces to provide a real-time view of collated data.” 
 
The State of Ecommerce in India report highlights key insights: 

Challenges with Mobile Apps: Many users face issues with mobile apps, such as too many notifications (41 per cent), slow loading times (38 per cent), and quick battery drainage (34 per cent). Android users find multiple notifications more bothersome than iOS users.   

Selective App Usage: Despite 72 per cent using mobile apps for online shopping, 59 per cent use fewer than three apps for daily shopping, showing that users are selective about the apps they use.   

Need for Speed: Slow loading times are a major reason for users to stop using or delete an app. A speedy user experience, both in-app responsiveness and product delivery, is crucial for customer satisfaction.   

Preference for Personalization and Promotions: Consumers seek a personalised shopping experience, and 59 per cent use less than three mobile apps for daily shopping, indicating the need for brand loyalty through innovative methods and regular promotions. 

Importance of Secure Payments: Nearly half of users desire instant updates and seamless payment functionality in shopping apps. Security and privacy are the top concerns regarding digital payment methods, followed by payment failure and refund issues. 

All report data is derived from a survey, which was conducted by YouGov India on behalf of New Relic in June 2023. The goal was to understand the online behaviours of customers shopping on e-commerce websites.

The survey was self-administered via an 8 to 10-minute online interview in English. YouGov interviews were conducted with the YouGov panel of 2,008 respondents aged 18–45+, with 55 per cent. identifying as male and 45 per cent identifying as female. The report defines online shopping as the purchase of clothing, groceries, and household items.