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
The summer of 2022 has seen a significant rebound in both U.S. and international travel. Earlier this year, we benchmarked the airline website experience. But many travelers start at travel websites that aggregate airfare, hotels, rental cars, and experiences into one portal. In 2021, these websites generated some $11 billion in revenue (still below 2019
Air travel was one of the sectors most impacted by the pandemic. The summer of 2022 has seen air travel return to—or, in some cases, exceed—pre-pandemic levels. But the return to the skies has not been without turbulence. Shortages in staff and planes have resulted in a record number of delayed and canceled flights, making
Of the many industries impacted by the pandemic, residential real estate is certainly among the top few, along with short-term rentals, online meal/grocery delivery, hotels, and airline travel. Real estate websites offer a nearly real-time inventory of available properties for sale and rent. The popularity of these sites surged as waves of people sought to
The pandemic had sudden and significant impacts on many industries, including grocery delivery, online meeting software, and vacation rentals. Understandably, people significantly increased their visits to news websites to understand the impacts of the virus and governments’ responses to it. Fake news and misinformation; fact-checkers who need fact-checkers: it’s become challenging to disentangle the biases
Online grocery shopping has increased substantially over the past few years due to the COVID-19 pandemic. In 2019, online grocery sales grew steadily, but they accounted for only a modest portion of sales. Now, online grocery sales are booming, with estimated annual sales of 97.7 billion in 2021, an impressive 57% increase for the market
A social media platform, a GPS heads-up display, a video streaming platform: all are examples of viable products … that failed. The failure came despite often substantial financial funding and putatively useful features. Their failures were blamed on poor product-market fit. Predicting a prospective product’s success in the market isn’t easy. But there’s a strong
When we think of how the internet has changed commerce, we often consider our ability to browse and purchase products from around the world easily from the comfort of our homes with our mobile phones. But the internet has also enabled millions of people to easily sell their products to global consumers. That selling often
In earlier articles, we investigated the effects of manipulating item formats on rating behaviors—specifically, we compared sliders to traditional five-point and eleven-point radio button numeric scales. For those analyses, we collected data from 212 respondents (U.S. panel agency, late January 2021) who used radio buttons and sliders to rate online shopping websites (e.g., Amazon) and
The Net Promoter Score is ubiquitous, with many large organizations using it as a key metric. But despite its widespread adoption, there are vocal critics. It’s been called snake oil, deceptive, fake science, and harmful. In our webinar series and on our website, we’ve addressed several aspects of the NPS, including the enmity toward it.
