📌 Nền kinh tế số - nơi từng mili giây có thể quyết định thành bại của một giao dịch, cứ mỗi 1% gia tăng trải nghiệm kém, thì khả năng quay lại của người dùng giảm tương ứng 1%.
Conviva’s 2025 State of Digital Experience Report reveals that 91% of global consumers experienced a poor digital experience over the past year—and they are far from patient enough to give businesses a second chance.
Based on 223 million user sessions and a survey of 4,000 consumers in the US and the UK, the report highlights record-high levels of impatience with “digital issues,” causing significant losses in revenue, customer loyalty, and brand reputation.
When faced with frustrating experiences such as error pages, login failures, or app crashes:
55% of users abandon their purchase entirely
50% switch to a competitor
Nearly 40% cancel their subscription
The data also shows that even minor technical issues can turn into a business nightmare.
With just 2% of experience time disrupted (up from 1% previously), engagement can drop by as much as 42%.
In contrast, companies delivering near-perfect experiences see users spending 6.5 times more time on their platforms.
Two out of five consumers say they feel angry when digital services malfunction. About 10% even report physical effects caused by frustration. Nearly half of respondents believe that companies do not truly care about their customers.
📌 Poor experience is inversely proportional to users’ likelihood of returning
20% of shoppers will abandon their cart if the checkout process takes more than 10 seconds.
As Conviva points out, there is now a new “patience equation”: for every 1% increase in poor experience, the likelihood of users returning drops by 1%.
For high-engagement service industries such as travel and hospitality, the risk is even greater. Nearly 50% of surveyed consumers said that a smooth booking experience would make them more tolerant—even of negative reviews. In other words, even bad PR can be softened if an app or website runs smoothly.
However, according to Conviva, 93% of consumers will return to a digital service if they have a good experience. That goodwill, though, is not accidental—it must be built session by session, second by second.
Source: Conviva – 2025 State of Digital Experience Report
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