2023 Web Design & Customer Experience Report

Analyzing how retailers are innovating in web design to increase sales
$399.00

Analysis of web design, online shopping innovations, and consumer perception. Includes over 20 charts, data on the web features and functions used by Top 1000 retailers, and trends in customer service, AI, mobile and search.  

Interested in this report and more of our upcoming research? Sign up for a Gold or Platinum Membership to receive two full calendar years of research reports for over 50% off individual prices, plus access to the data behind the analysis in select membership plans.

2023 Web Design & Customer Experience Report

Website design and functionality undoubtedly affects customer experience and sales. 23% of shoppers are “frustrated” with slow-loading sites—causing many retailers to invest in new design and features to gain a competitive advantage.  

However, even amid these frustrations, shoppers are less enamored with buying on a mobile phone than with buying on a desktop. A and Bizrate Insights survey in October 2022 of 1,107 shoppers showed a 10-percentage point difference in how often desktop shopping received a top score versus mobile shopping. 

The 2023 Web Design & Customer Experience Report is packed with shocking data and surprising new trends, like the rise of virtual shopping in the metaverse and the expanded use of augmented reality to show shoppers how clothes will fit them.   

This report examines what shoppers want from an ecommerce website and what retailers are delivering.  

Get an inside look at trends in design, the change in tools that developers are using to design sites and exclusive findings from our extensive shopper survey.  

View the table of contents for full details on what’s included in the report.  

Published January 2023

 

WHAT’S INCLUDED 

Extensive Overview on Web Features & Innovations

Read through our major findings on trends in website design, including:

  • A list of features and services Top 1000 retailers offer on their websites
  • Virtual reality and sizing tools
  • Adobe’s acquisition of Figma
  • Mobile vs desktop traffic
  • Customer service & artificial intelligence

 

 

20+ Data-Packed Charts    

Start visualizing the power of strategies and trends in ecommerce web design and share critical data with your colleagues and clients.

 

 

Findings from a Shopper Satisfaction Survey

coordinated with Bizrate Insights to survey 1,107 online shoppers in October 2022 and hear firsthand what features matter most and how they wish to communicate from a customer service perspective. 

 

 

 

WHY YOU SHOULD BUY IT 

’s Web Design & Customer Experience Report is a necessary guide to better understand (and profit from) the ecommerce technology landscape with significant challenges in ecommerce looming large. 

Our latest analysis and data will help you make necessary investments and equip you with effective strategies to improve your website, enhance customer experience and drive sales.  

 

OTHER CONTENT YOU MAY LIKE 

Top 1000 Report 

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How to Improve Conversion Rates Report

Analyzing retailers’ strategies and investments to increase conversion rates

Ecommerce Platforms Report

Analyzing the top ecommerce platforms and the retailers that use them

KEY DATA FROM THE REPORT

  • 39% of shoppers enjoy having their account stored and updated when shopping online
  • 38% of shoppers say it’s crucial that they have the option to opt out of personalization
  • 24.9% of Top 1000 retailers offer free shipping on returns
  • The median share of web sales from mobile devices jumped to 57.8% in 2021
  • 27% of online shoppers said retailers’ websites met their expectations in access to cart across devices
  • 23% of online shoppers said retailers’ websites met their expectations in remembering selections and previously visited locations
  • 98.7% of top online apparel sellers offer size guidance to shoppers 
$399.00

Analysis of web design, online shopping innovations, and consumer perception. Includes over 20 charts, data on the web features and functions used by Top 1000 retailers, and trends in customer service, AI, mobile and search.  

Interested in this report and more of our upcoming research? Sign up for a Gold or Platinum Membership to receive two full calendar years of research reports for over 50% off individual prices, plus access to the data behind the analysis in select membership plans.