Digital Experience Crisis: 91% of Consumers Are Frustrated

91% of consumers faced frustrating digital service issues in the past year, endangering revenue, customer loyalty, and brand reputation. 
 
Based on 223 million user sessions and a survey of 4,000 consumers in the US and UK, the study underscores the critical need for flawless digital interactions in a competitive, attention-driven economy. 
 
The recent report of Conviva’s 2025 State of Digital Experience  highlights the pressing concern.
  
 
Poor digital performance has immediate consequences—55% abandon purchases, 50% switch to competitors, and 39% cancel subscriptions after negative experiences. 
 
Even minor increases in negative interactions significantly impact engagement, while services with 99% positive experiences see users spend 6.5 times longer.
Consumer frustration is rising, with 39% reporting anger and 11% experiencing physical discomfort from digital failures. 

 
Common problems include broken links, app crashes, and login issues. 
 
Notably, 25% of users abandon transactions exceeding ten seconds, and each 1% increase in negative interactions reduces revisit likelihood by the same percentage within a week.
 
A perception gap exists—49% of consumers feel companies ignore their struggles. 
 
Yet, 93% return to services with consistently high-quality digital experiences. 
 
In sectors like hospitality, exceptional digital interactions can even outweigh negative reviews.
 
Frictionless digital experiences are essential to retain customers and revenue. The report advises businesses to address persistent points of friction using real-time analytics and automation, turning seamless digital experiences into a strategic competitive advantage.