Conviva’s 2025 State of Digital Experience Report Reveals Widespread Issues Impacting Consumer Satisfaction and Business Performance
Conviva, the leader in real-time performance analytics, announced the results of its global research, the 2025 State of Digital Experience Report. In today’s attention economy, delivering exceptional digital experiences has become a make-or-break-differentiator across industries. However, the report reveals rising dissatisfaction as consumers grow increasingly impatient with poor online experiences. A staggering 91% of consumers encountered frustrating digital service issues in the past year. Businesses risk backlash, lost revenue, and damaged reputations if they fail to address these problems. Poor digital experiences have immediate and tangible impacts on revenue—55% of consumers abandon their purchase, 50% switch to another company, and 39% cancel their subscription.
Consumers expect perfect digital experiences and are unforgiving when businesses fall short. If poor experiences on a digital platform increase from 1% to 2% of the total time, consumers spend 42% less time on it. Conversely, those with at least 99% positive experiences spend 6.5x more time with a service.
The emotional toll is significant. As brands fail to meet consumer expectations, nearly two in five (39%) people report feeling ‘angry’ because digital services don’t work—reflecting an increase in frequency from two years ago. More than 1 in 10 (11%) say they’ve felt physically sick or unwell after a poor digital experience, highlighting the extent of their frustration.
