When creating eCommerce sites and apps, user experience tends to be just an afterthought-something that is nice to have, not something that is essential. But with consumers placing more value on their experiences throughout their buyer journeys, UX should be at the core of web and app development.
However, some stakeholders and investors might need some convincing for them to see why UX is worth the investment. So, we have collated statistics that underscore the importance of good UX by giving us a glimpse of its impact on businesses. These numbers indicate the possible implications of neglecting UX and the potential for growth it brings to businesses that understand its true value.
Top UX stats to Impress Stakeholders and Convince Potential Investors:
UX Stats That Prove The Value of UX Design
The demand for better user experiences is not confined to specific segments or geographical locations. With eCommerce growth still steadily seen worldwide, the need for UX spans borders and other demographics. Global research and surveys support the growing need for businesses to pay more attention to their UX design.
- In a UK survey on web design, 95% of site visitors agreed that good user experience is all that really matters. (Source)
- 8 in 10 consumers worldwide are willing to spend more money for a better customer experience. (Source)
- 73% of U.S. consumers indicate customer experience as an important factor in their purchasing decisions. (Source)
- More than 70% of consumers from the United States, China, Singapore, Mexico, Brazil, Australia, and Canada consider customer experience an important factor when making purchase decisions. (Source)
- 71% of organizations worldwide cite customer experience as a top performance measure, but more than 51% do not have a digital business strategy and 36% do not have a dedicated manager responsible for customer experiences. (Source)
- In the Asia Pacific region, users satisfied with an app experience are 56% more likely to recommend a brand to family and friends. (Source)
- Over 60% experts across industries expect the budget for Experience Design in their companies to increase this year. (Source)
- 81% of marketing leaders expect businesses to be competing mostly or completely on the basis of customer experience. (Source)
- 70% of Gen Z users want websites to intuitively know what they want. (Source)
- 85% of business buyers and 79% of consumers agree that the experience a company provides is as important as its products and services. (Source)
Cost of User Frustration and Bad User Experiences
Slow loading times, confusing navigation, limited accessibility, and other poor UX features lead to user frustration. Constant frustration leads to customer churn that impacts the bottom line. In fact, billions of dollars are lost by businesses due to poor UX. Let these statistics warn you of what could happen if UX is not given the attention it deserves.
- In the U.S., 54% of consumers say customer experience at most companies needs improvement. (Source)
- 1 in 2 apps installed are uninstalled within 30 days resulting to an average loss of $33,000 a month for each app. (Source)
- 59% of customers in the United States will walk away from a brand they love after several bad experiences. 17% will walk away after just one bad experience. (Source)
- Nearly 1 out of 5 online shoppers in the U.S. abandon their carts due to an overly long or complicated checkout process. (Source)
- The cost of customers switching to another brand due to poor service is estimated to be approximately $1.6 trillion. (Source)
- With half of Brits abandoning carts due to slow-loading web pages, retailers lost £59.6 billion in sales each year. (Source)
- Mobile user experience still needs plenty of work. A research report that explores user frustrations shows that although 60% of traffic to eCommerce sites comes from the mobile web, only 16% of conversions actually happen on mobile devices. (Source)
- 64% of users will only reload a page two to three times before giving up and going somewhere else. (Source)
- 1 in every 4 users write a negative review about a company after a bad experience and nearly 50% share bad experiences with family and friends. (Source)
- After a bad experience with a site online, 88% of consumers are less likely to visit the same website. (Source)
Stats on UX Best Practices
If you’re all set on transforming your UX, here are stats that can help you craft a strategy for designing, developing, and implementing a user experience tailor-fit to your organization’s needs.
- 77% of consumers expect to increase their use of touchless technologies. To enable touchless interactions, consider investing in facial recognition systems, voice interfaces, and similar technologies. (Source)
- 65% of U.S. consumers find a positive experience with a brand to be more fulfilling than great advertising. So, if you’re willing to invest much on marketing and ads, you might want to invest on UX design as well. (Source)
- When asked to choose which elements matter for a positive customer experience, around 4 in 5 U.S. consumers indicated speed, convenience, knowledgeable help, and friendly service as the most important. (Source)
- While digitization and automated processes streamline workflows, keep the human element when it comes to dealing with customers because 75% of consumers worldwide would still rather interact with a real person than with chatbots. (Source)
- With the world becoming increasingly mobile, up your mobile strategy to remain relevant. 63% of GenZs and 54% of the general population are willing to pay more for exceptional mobile experience. (Source)
- More than 80% of global consumers shop across three or more channels, underscoring the importance of omnichannel experiences. (Source)
- 4 in 5 consumers aged 18-64 are more likely to do business with a brand if it offers personalized experiences. (Source)
- Simplicity matters. One study shows that 64% of consumers are willing to pay more for simpler experiences and 61% are more likely to recommend a brand because of simpler UX. (Source)
- Gartner Research has predicted that 25% of organizations will integrate sales, marketing, and customer experience into a single function by 2023. Doing so will enable them to nurture customers throughout their buyer journey by eliminating friction points and optimizing brand experience. (Source)
- According to 19.9% of experts who responded to a UX survey, predictive UX is the most important trend in Experience Design this year. (Source)
Stats on ROI and Business Impact of UX
Do you need to know more about the positive effects on customer satisfaction and business workflows? Here are stats that show the positive ROI of investing in UX. These show the significant business impact of user experience in companies across the globe.
- American Express reported a 400% increase in customer retention after implementing changes that transformed customer experiences. (Source)
- By designing mobile responsive platforms that make user experiences seamless, 62% of companies increased their sales. Source)
- Anthropologie, a global clothing retailer, increased its sales by 24% after redesigning its UX with an easier and faster checkout process. (Source)
- When Staples redesigned their eCommerce site to enhance UX, they experienced an 80% increase in site visitors and 67% increase in repeat customers. (Source)
- A Forrester study shows a UX ROI of more than 9,900% with every dollar invested raking a return of 100. (Source)
- Within three years of investing in CX, companies earning over one billion dollars annually can expect to gain an average of $700 million. (Source, Source)
- By transforming the way they do business online and delivering more customer-centric experiences, Adobe saw a 48% increase in lead conversions and a 16% increase in checkout-to-order conversions. (Source)
- Implementing a customer experience transformation built on agile approaches, clear aspirations, and new capabilities yield 15 to 20% increases in sales conversion rates. (Source)
Great UX Paves the Way for Business Success
In today’s digital age, UX is not just an edge that gives your business a competitive advantage. It is now a core element in your business strategy that’ll pave the way for future success. Digital-savvy consumers expect brands to understand their needs and deliver the best user experiences possible across all channels.
Optimizing your UX design to meet the needs of your consumers will ultimately boost your revenues. For best results, partnering with UX/UI agencies can accelerate your transformation. With a better understanding of how UX impacts the different aspects of your business, stakeholders and investors are more likely to support allocating higher budgets for UX. Arm yourself with facts and figures to convince them further that UX is worth the investment.
Frequently Asked Questions
What is good UX?
Good UX optimizes the journeys of users across channels. It ensures that the right content and functionalities are given to users the right way in the right place and at the right time. For eCommerce sites, this includes providing users seamless and frictionless journeys throughout their buying process.
What happens when UX is bad?
Poor UX affects customer satisfaction, customer-brand relationships, and brand reputation among other things. When UX is bad, users tend to become frustrated and are less likely to engage with a brand again. If UX issues are not addressed, a brand not only loses loyal customers but also loses its reputation as a reliable company. The implications of bad user experiences can cause severe blows to businesses.
How can app experiences be improved for better UX?
With most consumers using mobile devices, brands must enhance the app experiences they offer. Some of the best ways to do this is by offering more personalized interactions and updating features to meet the ever changing needs of consumers. Also consider diversifying use cases to remain relevant as trends change.
Why is UX important?
User experience fosters relationships between users and brands. By ensuring that users are able to navigate through their site easily and complete transactions seamlessly, brands make their customers feel valued. It shows that they invest time and effort to make sure that users have a positive experience on their site. This then results to higher customer retention, increased brand loyalty, and greater revenues.
What are some concrete ways to improve UX?
Users have better experiences on well-designed and responsive sites that load fast. When designing your pages, avoid adding unnecessary elements that will just slow their loading times. Use fonts and colors that are readable and easy on the eyes. Create a structure that makes navigation smooth. Include a clear CTA on every page to guide users through their journey.
