Categories

ABSTRACT

We surveyed 1,013 US based respondents between the ages of 18-60 using SurveyMonkey on their satisfaction with current Web User Experiences.

SURVEY HIGHLIGHTS

  • 81% of respondents think less of a brand if their website is not updated.

  • 41% don’t mind if websites store their personal data to make it more convenient – as long as it doesn’t put their data at risk.

  • Close to 40% are concerned about their privacy online.

  • Half (50%) of respondents like being served up relevant ads based on browser history but are wary about how else their data might be used.

  • Half (50%) of respondents say user content, like reviews and photos help them most while shopping.

  • 43% ranked ease of use as a top priority in making their online experience better, over secure transactions, and privacy.

  • 74% of respondents said they would, of course, download their favorite brand’s mobile app.

  • Close to one-third of those surveyed say no search box is the biggest website turn-off.

  • More than 40% say a search box is the most important feature on a content website.

  • When asked to rank what affects their online experience most, 58% of respondents said speed and ease were the most impactful over the others.

PRIVACY FINDINGS:

  • Half of respondents (50%) say that when it comes to ads on their social media feeds based on browser history, they like the convenience but are wary of how else their data might be used.

  • 26% feel negatively about ads appearing on their social media feeds based on browser history and device activity, citing it’s a complete invasion of privacy and an intrusion.

  • 41% don’t mind if websites store their personal data if it helps create a better User Experience, as long as the website hasn’t been hacked, and their personal data is put at risk.

  • 36% are still very wary about how their personal data is being stored and shared on the web.

  • 32% of respondents understand that there is a trade-off between privacy and a better user experience.

  • 36% are still very concerned about their privacy online.

  • 43% ranked ease of use as a top priority in making their online experience better over secure transactions and privacy.

  • Over half of respondents (52%) ranked privacy as the top priority to make their online experience better.

RETAIL & eCOMMERCE FINDINGS:

  • Half of respondents (50%) said user content, like reviews and photos, helped them most while shopping.

  • More than half of respondents (56%) said their top website feature is when a product they were previously searching for is shown to them - on sale!

  • One-quarter (25%) of respondents’ favorite website feature is when a website follows up with them about a product they left in their shopping cart or stopped looking at for some reason.

  • One-quarter (25%) said discount codes are the most important feature when shopping on a website.

  • 13% say Apple Pay or PayPal payment capability for easy checkout is the most important feature when shopping a website.

  • Nearly three-quarters (74%) of respondents said they would, of course, download their favorite brand’s mobile app.

  • 81% of respondents will think less of a brand if their website hasn’t been updated in years, in fact, 39% would think twice about using a product or service if the website isn’t fresh, user- friendly, and current.

CONTENT WEBSITE FINDINGS

  • 42% said the most important feature to them on a content website is search capabilities, offering the ability to immediately find what they’re looking for.

  • Nearly one-quarter (24%) said the most important feature to them on a content website is that they feature user content, like reviews, forums and photos.

FULL SURVEY RESULTS:

Please rank how the following affect your online experience, from most to least important (1 being most important, 4 being least important)

  • When asked to rank what affects their online experience most, 58% of respondents said speed and ease were the most impactful over all of others.
  • One-quarter (25%) of respondents ranked privacy laws and security that protects their personal information as the most impactful of their online experience.

Do you mind if websites store your personal data if it helps create a better User Experience?

  • 41% don’t mind as long as the website hasn’t been hacked, and their personal data is put at risk.

  • 36% are still very wary about how their personal data is being stored and shared on the web.

  • 23% admit that it’s useful when the data is used to get me what I’m looking for quickly.

How does your desire for privacy relate to your user experience?

  • 32% claim that they now understand there is a trade-off between privacy and a better user experience.

  • 16% say they are not really worried about their privacy at all, at this point, “they” know everything about me.

  • 15% thinks the online privacy issue has been over hyped. And so far, it hasn’t affected them adversely.

  • 36% are still very concerned about their privacy online.

In your opinion, is it a positive or a negative that ads appear on your social media based on your browser history or other activity from your phone or other device?

  • 9% claim it’s a positive citing that it makes online shopping a faster, more efficient process.

  • 15% say it’s a positive because they are being served up only what they care about that are relevant to them.

  • 50% of respondents are mixed, they like convenience but are wary how else their data might be used.

  • 26% said it’s a negative, and a complete invasion of privacy and an intrusion.

What website features do you like the best?

  • 19% said their favorite website feature is when a page serves me offers that are geared towards me based on my search history.

  • 56% said their favorite website feature is when a product they were previously searching for is shown to them - on sale!

  • 25% of respondents’ favorite website feature is when a website follows up with them about a product they left in their shopping cart or stopped looking at for some reason.

Do you think less of a brand if their website hasn’t been updated in years?

  • 39% answered yes, they will actually think twice about using a product or service if the website isn’t fresh, user-friendly, and current.

  • 16% responded yes, but they figure they’ll catch up eventually so it’s not a big deal.

  • 26% said yes, in this day and age it is important to keep a company website updated.

  • 15% responded no, if they need the product or service, they need the product or service.

  • 5% answered no, a website experience doesn’t matter to them at all or effect the brands they like.

What’s the biggest website turn-off for you?

  • 28% said the biggest website turn-off for them is when a site doesn’t feature a search box, so they can quickly find what I’m looking for.

  • 13% answered their biggest website turn-off is when the site isn’t visually pleasing

  • 25% said they are turned-off from a website when the site isn’t mobile-friendly

  • 8% of respondents’ biggest website turn off is when there’s no About page, so they can truly understand what the site is and what it stands for

  • 3% said their biggest website turn-off is when the site has a poor social media presence (Facebook, Instagram, etc.)

What is the MOST important feature when shopping on a website?

  • 50% of respondents claimed the most important feature when shopping on a website is user content, like reviews and photos

  • 13% said their most important feature when shopping on a website is that the site has a memory of what they looked at so when they go back, it’s featured

  • 25% said discount codes are the most important feature when shopping on a website.

  • 13% say Apple pay or PayPal payment capability for easy checkout is the most important feature when shopping a website.

Which feature is the MOST important feature to you when you’re on a content website?

  • 42% claimed the most important feature to them on a content website is that the site offers the ability to immediately find what I’m looking for (search capabilities).

  • 16% said the most important feature on a content website is that they supply a continuous stream of new content and features

  • 24% said the most important feature to them on a content website is that they feature user content, like reviews, forums and photos

  • 14% answered it’s important for a content site to also have an app that lets them continue their experience on their mobile device

  • 4% say it’s important that whatever they are doing on the site is remembered on other devices

Which sequence do you value most when it comes to making your online experience better? (Listed from most to least valuable)

  • 43% ranked ease of use as a top priority in making their online experience better, then secure transactions, and privacy

  • 41% ranked privacy as the top priority of their online experience, then secure transactions, and ease of use

  • 11% said they value privacy as their number one priority when it comes to making their online experience better.

  • 5% said ease of use trumps everything else when it comes to making their online experience better.

Would you download your favorite brand’s mobile app?

  • 74% said they would, of course, download their favorite brand’s mobile app.

  • 26% said they wouldn’t download their favorite brand’s mobile app, they would rather use their websites