Tealeaf: Current Status of User Experience Improvement on US E-commerce Websites

The retail industry has always been a leader when it comes to engaging with customers, as providing a satisfying buying experience is directly linked to sales. The same is true in the world of e-commerce.

A survey of participants from Tealeaf's User Experience Forum found that 87% of participants believed that online user experience management was very important, but only half of them invested in strategies and methods to evaluate the results.

These findings echo earlier research by Tealeaf and Econsultancy, in which global retailers were split on whether they had processes in place to address customer concerns. 49% said they did, 41% did not, and 9% were unsure. The top method for understanding customer experience was website analytics (91%), followed by online surveys (66%) and user testing (41%).

In the United States, the biggest barrier to understanding customers is budget. 51% of people think this is a problem, and more than 20% think it is a lack of suitable technology. However, those companies that put users first are more satisfied with their achievements. Research from the CMO Council found that the improvement of online user engagement

Creating projects that improve user experience (26%) is very exciting.