INFOGRAPHIC

Consumer expectations for digital experiences continue to soar , with 60 % of UK consumers stating that their expectations are far higher now than they were two years ago .

The global study , which examined the digital behaviours of more than 15,000 global consumers , also revealed the emergence of a new breed of application user that is more empowered , sophisticated and demanding in its use of digital services . two years ago ( the height of the pandemic ), while 62 % state they now expect brands to deliver an exceptional digital experience as standard .

But consumer needs are not being met , with as many as 88 % of respondents experiencing performance issues when using applications over the past 12 months ( up from 83 % in 2021 ). Today ’ s application users have zero tolerance for poor digital performance and when things don ’ t work as they should , their reactions have become extreme .

Consumer expectations continue to soar – but remain unmet

While the use of digital services and applications reached new heights during the pandemic , consumer demand for applications has only continued to increase . As consumers enjoy ever more intuitive and personalised digital experiences , their demands on applications have reached an all-time high , with 60 % of UK consumers reporting that their expectations for digital experiences are far higher now than they were

• 49 % of UK consumers indicate they feel disrespected by brands whose applications don ’ t meet their expectations

• 65 % of UK consumers are less forgiving of brands when problems occur

• 72 % of UK consumers have stopped using or deleted applications because of performance issues over the last 12 months

Consumers are also becoming increasingly selective about the applications they use , and more conscious

26 INTELLIGENTCIO EUROPE www . intelligentcio . com