During the height of the 2013 Christmas shopping season we surveyed online shoppers for their attitudes about the user experience of 10 popular US retail websites. In conjunction with our panel partner, Op4G, we collected and analyzed the responses of 800 participants about factors such as usability, loyalty, trust and appearance using the Standardized User
Pets aren’t just family; they’re big business. The expectation for the U.S. is that owners will spend a total of $157 billion by the end of 2025 and will spend close to $200 billion in 2030. In 2024, U.S. pet owners spent over $28 billion buying pet food and supplies online (up 2.6% year-over-year), with
People spend a lot of money (and time) on online purchases, most of that on what we call mass merchant retail websites. The US Census Bureau estimates Q3 2025 retail e-commerce sales at $310B (15.8% of total retail sales that quarter). Spending continues to grow but is tempered by inflation, making shoppers more economically pessimistic
Software is used extensively for businesses and by businesses. From solopreneurs to large enterprises, organizations need to meet, create, track, sell, and report on activities. B2B software tends to be more complex and difficult to use than consumer software. Improving the B2B user experience starts with understanding what’s average, poor, or best-in-class using common metrics.
Many software companies track and use the Net Promoter Score as a gauge of customer loyalty. Positive word of mouth is a critical driver of future growth. If you have a usable product, customers will tell their friends about the positive experience. And alternatively, a poor user experience will lead customers to tell their friends
Many factors, including features and price, influence whether customers recommend software products. But usability consistently tops the list of key drivers of customer loyalty. Typically, usability accounts for between 30% and 60% of the “why” when customers do or don’t recommend products. A positive experience leads more customers to recommend a product. A negative experience,
So, you’re planning to collect data and you want to know whether your Net Promoter Score (NPS) is significantly above 50%. Established benchmarks can help research teams know if they’ve reached acceptable thresholds, such as a high Net Promoter Score (e.g., more than 50%). A high NPS is associated with successful product launches. But an NPS
Despite the attention consumer-level mobile apps, websites, and software get, much of the world depends on business software. Business software supports core functions for organizations, such as productivity management, communication, accounting, and sales. Several products also have a fair amount of crossover between business and consumer usage. Along with their features and capabilities, the user
Despite the attention consumer-based mobile apps, websites, and software get, a lot of the world depends on business software. Business software supports core functions for organizations such as productivity tracking, communication, accounting, and sales. Several products also have a fair amount of crossover between business and consumer usage. Along with their features and capabilities, the
Software dominates our professional and personal lives. A product’s usability, in addition to its features and capabilities, is an important influence on how likely users are to adopt new technology and recommend the software. Between 30 and 60% of the variation in Net Promoter Scores is determined by a product’s usability. Customers tend to recommend products
