The report draws insights from 223 million digital service user sessions globally, as well as data from a survey of 4,000 consumers in the US and UK.
Conviva, a specialist in real-time performance analytics, has published the results of its global research, the “2025 State of Digital Experience Report.”
The report reveals that 91% of consumers experienced frustrating digital service issues over the past year. This dissatisfaction poses serious risks for businesses, with 55% of consumers abandoning purchases, 50% switching to competitors, and 39% cancelling subscriptions following poor digital experiences.
Consumers expect perfect digital experiences and are unforgiving when businesses fall short. If poor experiences on a digital platform increase from 1% to 2% of the total time, consumers spend 42% less time on it. Conversely, those with at least 99% positive experiences spend 6.5x more time with a service.
The emotional toll is also significant. As brands fail to meet consumer expectations, nearly two in five (39%) people report feeling ‘angry’ because digital services don’t work, reflecting an increase in frequency from two years ago. More than 1 in 10 (11%) say they’ve felt physically sick or unwell after a poor digital experience, highlighting the extent of their frustration.
The report draws insights from 223 million digital service user sessions globally, as well as data from a survey of 4,000 consumers in the US and UK.
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“Consumer expectations for seamless digital experiences are skyrocketing, but many businesses aren’t keeping pace. In today’s attention economy, customers have zero tolerance for digital friction. Distracting them with more ‘digital to-dos’ or disrupting them with issues sends their attention, money, and loyalty straight to competitors,” said Keith Zubchevich, CEO, Conviva.
“More marketing and new features won’t suffice; flawless digital service performance for all customer cohorts is critical. Companies that fail to deliver exceptional experiences for every customer will face increased churn, revenue losses, and lasting damage to their brand reputation.”
Additional Findings include:
- 49% of consumers think companies don’t care when their customers have a poor digital experience.
- 1 in 4 consumers abandon online purchases if they can’t complete their transaction within 10 seconds.
- The most common digital experience irritants are broken webpages or links, unexpected crashes, and login issues.
- The new ‘patience equation’: every 1% increase in the number of ‘poor engagements’ makes a customer 1% less likely to use the service again within a week.
The report also highlights that excellent digital experiences drive loyalty, with 93% of satisfied users returning. In hospitality, 41% of consumers are more willing to overlook negative reviews if the digital booking experience is smooth.
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