Over nine in ten consumers encountered frustrating digital service issues in the past year, according to the latest research from real-time peformance analytics provider, Conviva.
Original research of over 4,000 shoppers, including 2,000 UK customers, in its 2025 State of Digital Experiences report revealed a rising dissatisfaction as consumers grow increasingly impatient with poor online experiences, which could be costing retailers revenue and loyalty.
Poor customer experiences online now cause 55% of shoppers to abandon their purchases, while half (50%) would consider switching to a competitor. A further 39% would cancel their subscription with a brand if they encountered disappointing digital buying journeys.
“Consumer expectations for seamless digital experiences are skyrocketing, but many businesses aren’t keeping pace,” Keith Zubchevich, CEO of Conviva, said.
“In today’s attention economy, customers have zero tolerance for digital friction. Companies that fail to deliver exceptional experiences for every customer will face increased churn, revenue losses, and lasting damage to their brand reputation.”
Keith Zubchevich, CEO, Conviva
The most common digital experience irritants are broken webpages or links, according to the report, with unexpected web crashes and glitches with logins also causing friction in online shopping journeys. Web speed was also a factor, with 1 in 4 consumers saying their would abandon an online purchases if they can’t complete their transaction within 10 seconds.
Retail Rewired 
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