Report: One in five customers won’t wait for a website bug to be fixed


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While it’s exciting to have new digital ways to interact with brands, poor user experiences, often due to developers prioritizing speed over code quality, can impact brand loyalty, accessibility, and revenue.

In fact, according to new research published today by Sauce Labs, 23% of consumers say they encounter an error or problem that prevents them from completing a task online at least once a day. In addition, users who report using assistive technology to browse the web are more likely to experience errors and user experience issues, with 62% of those using assistive technology saying they often experience errors on any given day (compared to 38% of those using assistive technology). general internet users).

Research by Sauce Labs shows that consumers have had enough. Nearly one in five users say they won’t wait long for a bug to be fixed, proving that they literally have no patience for bad user experiences. Even more surprising, 49% – nearly half – of consumers have “quit” an app in response to an error and 27% of users have had a visible reaction to their apps not working as expected, with 7% of the browsing public has thrown something frustrated by mistakes and 20% admit to swearing or yelling out loud.

These findings show that poor user experiences have a direct impact on bottom line. A quarter of users have written a negative review of a company after a bad experience, and 20% have given up shopping with the brand altogether. Nearly half have shared a bad experience with friends and family, meaning mistakes and challenges can be spread to potential customers through word of mouth.

Only brands that deliver the best experiences will survive in today’s digital economy. To come out on top, companies must prioritize delivering quality code that supports a flawless user experience.

Sauce Labs surveyed 1,500 consumers in the US, UK and Germany for its report.

Read the full Sauce Labs report.

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