Losing sales through usability issues is a growing problem as on-line stores become ever more complex.
One in three people will abandon a purchase because they can’t find the right information
Poor customer experience costs UK brands £234bn a year and 92% of consumers have had a poor customer experience – one-third of these people will abandon a purchase because they couldn’t find the information they needed.
39% of people will stop engaging with a website if images won’t load or take too long
More than 7 out of 10 (73%) say content “must display well on the device.” If the content isn’t fast-loading, you risk losing your audience.
Here are the key reasons consumers switch devices or give up on content altogether:
- Images won’t load: 46% switch devices; 39% stop engaging
- It takes too long to load: 44% switch devices; 39% stop engaging
- Content is too long: 30% switch devices; 38% stop engaging
- The content is unattractive in its layout or imagery: 35% switch devices; 38% stop engaging
65% of website visitors wouldn’t submit a general inquiry form if too much personal information was required
- More than two-thirds (69%) stated that “excessive form field requirements” would deter them from completing a general inquiry form.
- 65% would go further by refusing to complete a form if “too much personal information” was required.
- As for the exact personal information buyers would prefer not to give, phone number came top (58%), followed by address (53%), role or title (21%), last name (20%), company (18%), email (16%) and first name (11%).
97% of business customers cite ‘ease of use’ as most important quality for mobile apps
Ease of use is the number one concern for business customers when choosing mobile apps, ahead of security (89%), comprehensiveness (72%) and training (42%).
Visit-to-lead conversions can be 400% higher on sites with a “superior user experience”
A well-designed user interface could raise your website’s conversion rate by up to a 200%, and a better UX design could yield conversion rates up to 400%
The top eight frustrations of mobile shoppers are:
I have to enlarge the screen first to ensure I touch/click in the right place
Pages load slowly
I have to use the ‘full site’ version to access what I’m looking for
Text is too small
Entering my information at checkout is frustrating
Pictures are too small
Not enough product information available
