Consumers Demand Flawless Digital Experiences As Frustration Grows, Conviva Report Finds
KUALA LUMPUR, May 15 (Bernama) -- A global study by real-time performance analytics firm Conviva has found that businesses failing to deliver seamless digital experiences risk losing customers, revenue, and brand credibility.
According to its newly released “2025 State of Digital Experience Report”, 91 per cent of consumers reported experiencing frustrating digital service issues in the past year, with growing impatience over poor online performance across platforms.
“Consumer expectations for seamless digital experiences are skyrocketing, but many businesses are not keeping pace,” said Conviva Chief Executive Officer, Keith Zubchevich in a statement.
The report revealed that 55 per cent of consumers abandon purchases due to poor digital experiences, while 50 per cent switch to a competitor and 39 per cent cancel subscriptions.
It also found that even a slight rise in poor digital interactions—from one to two per cent—reduces the time spent on a platform by 42 per cent. In contrast, users with consistently positive experiences spend 6.5 times longer on the service.
Emotional impacts were also evident, with 39 per cent of users reporting anger over failed digital services—an increase from two years ago—while 11 per cent said such experiences made them feel physically unwell.
Among the most common frustrations were broken webpages, unexpected crashes, and login issues. Notably, one in four users abandoned online purchases if unable to complete them within 10 seconds.
“More marketing and new features would not suffice; flawless digital service performance is critical,” said Zubchevich, adding that customer churn often stems from numerous minor, unresolved issues rather than major outages.
Despite the negative consequences, the report found that businesses providing high-quality digital experiences are rewarded—93 per cent of satisfied users return, and in the hospitality sector, 41 per cent of consumers are willing to overlook bad reviews if the booking experience is smooth.
Zubchevich added empowering teams with real-time analytics and automation is key to detecting and resolving performance issues, ensuring businesses maintain loyalty and revenue in a competitive digital landscape.
The full report, which analysed 223 million global user sessions across all continents and surveyed 4,000 consumers in the United States and the United Kingdom, is available on Conviva’s website.
-- BERNAMA