Stephen Johnson, CEO of Roq, a leading Quality Engineering company.

With more B2C websites suffering from tech-failure and outages, leading Quality Engineering company Roq is calling for greater investment in the maintenance of technology to ensure it continues to be fit for purpose in our digital world once launched.

As household names like Sainsbury’s, Deliveroo, and the UK Border Force experience critical technology failures in recent weeks, customers are facing service disruption and companies operational setbacks, underlining a growing trend in our increasingly digitised world – that quality in technology is still not being prioritised. As disgruntled customers voice their frustrations over cancelled food deliveries and chaos at airports, the need for a fundamental shift in how organisations approach quality within their technology is starkly apparent.

On average, businesses lose between £65,000 and £83,000 for every hour of IT systems downtime, and 545 hours of staff productivity is lost every year due to IT outages.

With technological advancements, the complexity of our digital ecosystems has grown exponentially. The constant push for rapid digital transformation, coupled with the recent unfavourable market conditions, has resulted in tighter budgets – and corners being cut. Some companies are compromising on quality which has increased the frequency of technological disasters.


“Technology is one of the most valuable assets at an organisation’s disposal, but as systems become ever more complex, it is becoming increasingly difficult to maintain” said Stephen Johnson, CEO of Roq, a leading Quality Engineering company. “Nowadays we rely heavily on technology, so it needs to be robust, reliable, and fit for purpose. When technology outages happen, it has an immediate impact on brand reputation, customer satisfaction and revenue.  Organisations must do more to protect their customers and reputation in 2024.”

A recent study by Logic Monitor revealed that a typical organisation surveyed experienced 5 outages and 5 brownouts within the past 3 years. One in 10 actually suffered through 10 or more outages and 10 or more brownouts in that same three years.

It also found that IT leaders are surprisingly pessimistic about their ability to avoid outages and brownouts, with more than half saying they worry about experiencing a brownout or outage so severe that it makes the major news media.

A report by PwC found that 32% of all customers would stop doing business with a brand they loved after just one bad experience. This underscores the immediate risk to hard-won customer loyalty from technology failures, which will have a knock-on impact on business revenue.

Stephen Johnson continued, “To counteract this trend, organisations must engrain quality deeply into their psyche and then apply to their technology delivery from the very outset. This involves thinking about things much earlier in the life cycle of a new solution or product. Identifying potential points of failure early, and managing against those risks, will not only prevent issues before they impact customers, but they will safeguard brand credibility, revenue and ultimately, the bottom line for businesses.”

“The costs of overlooking quality are too great to ignore. It’s time to change the narrative—from reacting to technological crises to preventing them through steadfast commitment and foresight. We urge technology leaders and innovators across industries to join us in prioritising quality within their organisation and ultimately their technology solutions. Together, let’s provide our stakeholders with solutions that are advanced, but also robust and reliable, ensuring a trustworthy digital world for businesses and their customers.”