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User frustration affects one-third of visitor sessions, but sites with high customer engagement drive 19% higher conversion rates. Measure what matters most to your users and optimize customer satisfaction to drive growth.
Page views
Site visits
Websites
Countries
Industries
The digital landscape saw a mix of results in 2022, with traffic showing an upward trend of 5%, while user conversions experienced a slight dip of 3%. The key to CX success? Understanding the customer journey. The 2023 Digital Experience Benchmark explores the entire user experience to help you optimize experiences, convert customers and fuel growth.
We observed a decline in consumption characterized by shorter visits and decreased user engagement metrics such as average time spent on website, fewer page views, and shallower scroll rates.
Could this signal the onset of a consumption crisis?
Over a third of sessions result in frustration for visitors, with slow-loading pages being the primary source of friction and having the most significant negative impact.
High levels of customer engagement result in 1.7 times more page views and a 19% increase in conversion rates compared to those with low engagement.
Retail, travel and hospitality, telecommunications, financial services, software and more
From executives to team leads to CX pros, pinpoint areas throughout the digital journey to increase efficiency, delight customers and unleash growth
Get your copy of the Digital Benchmark Report, as well as access to the Interactive Explorer for the most comprehensive and unique strategic data on digital CX available
Measure what matters most to your customers to optimize engagement, boost efficiency, fuel customer satisfaction and drive ROI and growth.
The 2023 Financial Services Digital Experience Benchmark explores the entire customer experience to help you pin-point opportunities to improve your journeys, delight more customers and see real growth.
The 2023 Travel & Hospitality Digital Experience Benchmark explores the user experience on travel and hospitality sites from end-to-end, helping you pin-point opportunities to improve your customer journey, delight more customers and see real growth.
The 2023 B2B Digital Experience Benchmark explores the user experience on B2B sites from end-to-end, helping you pin-point opportunities to improve your buyer’s journey, delight more customers and see real growth.
