● Analysis of 46 billion browsing sessions also reveals digital leaders drive performance and growth
● Report outlines ways to identify user frustrations and preferences, as well as opportunities to improve CX to boost happiness and conversion
NEW YORK, March 24, 2022–(BUSINESS WIRE)–Half of customers leave a website or mobile site after viewing a single page; a rising number +6% of the previous year. Additionally, a 54% the average scroll rate across all industries shows that many customers do not go more than halfway through a given web page. These findings are presented in the 2022 Digital Experience Benchmarka new report from a leading company in experience analytics Content Square. Based on analysis of 46 billion web sessions from around the world and across 14 industries, the report is designed to help brands benchmark their digital performance against industry averages, highlighting where they need to focus their attention and resources to achieve a competitive edge in today’s crowded marketplace. .
With the increase in online activity and digital adoption in recent years, customer expectations for smoother and more rewarding digital journeys are obviously on the rise. Organizations that have made great improvements to digital experiences are quickly seeing the return of their efforts, both in terms of the bottom line and cementing more meaningful connections with their audiences and customers. In 2021, the average conversion rate across all industries increased to 2.3%a +27.8% increase from 2020.
The report also notes that average page load times are better on mobile than desktop (1.52 seconds against 1.61 seconds), suggesting that brands have considered their customers and prioritized the smartphone experience. With an average 58% of digital traffic from mobile devices, businesses understand the importance of thinking mobile first and creating experiences that transcend channels.
Overall, despite rising consumer expectations and ongoing digital disruption, leaders across industries are seizing the digital opportunity and investing in human-centric digital experiences. Despite having the highest overall bounce rate, the B2B sector stood out from the rest by managing to reduce bounces by -13% year-over-year through tactics including consistent A/B testing and customer-focused content optimization strategies.
Jonathan Cherki, Founder and CEO of Contentsquare commented, “Digital experience is a top priority for brands globally, but many experiences still fall short of customer expectations, primarily because many companies still struggle to understand what makes their customers happy. and what frustrates them.”
“Contentsquare provides businesses with unique insights into how people behave the way they do online, and why. With our 2022 Digital Experience Benchmark report, we make available the CX trends we’ve observed over the past twelve months. , to level the playing field for businesses of all sizes, regardless of their access to data resources and analytics capabilities. We hope this will help brands better understand their audience, keep pace with their industry and empower their teams to create more human digital experiences.
To learn more about Contentsquare’s 2022 Digital Experience Benchmark report, visit https://contentsquare.com/insights/digital-experience-benchmark/.
Contentsquare offers the power to make the digital world more human. Its AI-powered platform delivers rich, contextual insights into customer behaviors, feelings and intentions – at every touchpoint of their journey – enabling businesses to build empathy and create lasting impact . A global leader in digital experience analytics, Contentsquare helps brands around the world transform the way they do business, empowering them to act at enterprise scale and build customer trust through security, privacy and accessibility. More than 850 leading brands use Contentsquare to grow their business, deliver greater customer satisfaction, and scale with greater agility in an ever-changing world. Its information powers the customer experience on more than a million websites worldwide. Founded in Paris and with offices around the world, Contentsquare has raised $810 million in investment funding from leading investors including Softbank, BlackRock and others. For more information, visit contentsquare.com.
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