The Web is Plagued of Bad CX, And Nobody Is Complaining
Yes, the web is plagued by bad CX and nobody is complaining. At least that’s what Conviva highlights in its 2025 report. This means that everybody has suffered from bad customer experience (CX), so why hasn’t this been fixed?
Table of Contents for The Web is Plagued by Bad CX
- The Invisible Cracks: How 91% Face Digital Pain Points, Leaving Businesses Unaware
- How Is It Possible That Businesses Remain Unaware of This Problematic?
- If The Web Is Plagued by Bad CX, Why Do We Tolerate It?
- Beyond The Support Ticket: Why Do Consumers Choose Not To Engage?
- Final Thoughts: Why This Happens and What Can Be Done To Solve It?
- FAQ About "The Web is Plagued by Bad CX"
- How Widespread Are Digital Experience Issues Among Consumers Today?
- Given How Common Issues Are, Why Don't Consumers Complain More Often?
- What Actions Do Consumers Take Instead of Complaining When They Have a Bad Digital Experience?
- How Do These Issues Impact Businesses In the Long Term?
- Are Businesses Generally Aware Of The Extent Of The Digital Issues Their Customers Are Facing?
- Learn more about Redial BPO
The Invisible Cracks: How 91% Face Digital Pain Points, Leaving Businesses Unaware
According to the cited report, there is a significant challenge in the digital landscape: An overwhelming 91% of consumers have encountered a digital-experience-impacting issue in the past 12 months.
This suggests that nearly everyone using digital services has encountered some form of friction or issue. Despite this widespread prevalence of issues, businesses often lack awareness of the specific pain points their customers are facing.
The complexity introduced by the 24/7 economy, diverse devices, and rich feature sets makes delivering seamless end-to-end experiences difficult, or even impossible.
How Is It Possible That Businesses Remain Unaware of This Problematic?
A key reason businesses remain unaware is that many issues affecting customers are “likely invisible to the companies delivering these digital experiences,” particularly those impacting smaller groups of users.
Without real-time visibility into customer experiences and their connection to service performance, organizations cannot promptly address problems or optimize experiences effectively. This creates a critical disconnect where companies are blind to the specific troubles users encounter at various touchpoints.
This lack of visibility is compounded by the fact that less than half of consumers say they will contact the company for help after a poor experience. Instead of complaining, many “take their business elsewhere”. These silent, unnoticed issues, referred to as “thousands of little cuts,” erode customer satisfaction and retention over time.
If The Web Is Plagued by Bad CX, Why Do We Tolerate It?
So, 91% of users have had bad CX experiences during their digital interactions. These individuals have endured app crashes, slow load times, moving buttons or text elements, and similar issues. Then… Why do we tolerate it?
According to Conviva’s report, many users choose to endure the friction rather than vocalize their complaints directly to the business. This suggests a pattern of silent suffering where issues are tolerated, at least initially.
The problem is that this tolerance is reaching its breaking point: Consumers have rapidly diminishing patience for poor digital experiences. Instead of complaining, consumers frequently respond to digital friction by abandoning the service or purchase.
Common actions include deciding not to make a purchase (55%), purchasing from another company (50%), or canceling a subscription (39%). This demonstrates a clear preference for a swift exit over engaging in a potentially frustrating support process.
The implication for businesses is significant because when customers silently walk away, the company loses the opportunity to understand and resolve the underlying issue.
Beyond The Support Ticket: Why Do Consumers Choose Not To Engage?
If most of us are encountering bad Consumer Experiences, then why don’t we seek a solution with the involved companies? Well, according to Conviva’s report, 4 factors contribute to this situation:
- Annoyed consumers: Many consumers are annoyed that companies only fix digital experience issues when they complain.
- Companies don’t learn: There is a perception that companies never learn from their mistakes, leading to repeated issues.
- Companies don’t care: Companies do not seem to care when customers have poor digital experiences.
- Social media as the only resource: If a consumer encounters app or web problems and there is no available help to fix them, social media becomes their only option.
Rather than attempting to resolve the issue through official channels, consumers are more likely to take alternative actions, such as abandoning a purchase, switching to a competitor, avoiding the company in the future, or even warning friends and family. This behavior highlights a critical gap in how businesses are perceived regarding support and issue resolution, driving users towards less direct forms of response or, in some cases, disengagement.
Final Thoughts: Why This Happens and What Can Be Done To Solve It?
In an “attention economy” where consumers face an abundance of choices and have rapidly diminished patience for poor digital experiences, the gap between rising expectations and the reality of frequent digital roadblocks is costing businesses significant revenue, customer engagement, and loyalty.
To bridge this gap, businesses must look “beyond the support ticket” and gain deep, real-time visibility into the actual customer experience at every touchpoint.
This requires focusing on identifying and resolving the “thousands of little cuts”: The minor, recurring issues that silently erode satisfaction and drive customers away, rather than just major outages.
By proactively addressing these unseen digital pain points, companies can deliver seamless, high-performing customer journeys, foster loyalty, increase engagement, and turn the challenges highlighted by the 91% statistic into a strategic advantage.
FAQ About “The Web is Plagued by Bad CX”
How Widespread Are Digital Experience Issues Among Consumers Today?
A significant majority of consumers, 91%, have encountered a digital-experience-impacting issue in the past 12 months. These aren’t just rare occurrences; 40% of users experience at least one app crash or slow load time per week, with a substantial 15% reporting ten or more issues weekly.
Given How Common Issues Are, Why Don’t Consumers Complain More Often?
Consumers are often reluctant to complain for several reasons. Many are annoyed that companies seem only to fix issues when complaints are made (52%). There is also a perception among nearly half of consumers that companies “don’t seem to care when customers have a poor digital experience” (49%) or that companies never learn from their mistakes, leading to repeated issues (42%). Additionally, some consumers feel there is “no available help to fix it” for app problems, leaving social media as their only option (44%).
What Actions Do Consumers Take Instead of Complaining When They Have a Bad Digital Experience?
Rather than reaching out for support, consumers frequently respond to poor digital experiences by simply disengaging or going elsewhere. The impact is immediate: 55% of consumers decide not to make their purchase. Half (50%) will purchase from another company instead. For services, 39% will cancel a subscription. Other actions include deciding to avoid the company in the future (39%) and even warning friends and family (35%).
How Do These Issues Impact Businesses In the Long Term?
The long-term consequences of poor digital experiences are significant. In today’s “attention economy,” consumers have rapidly diminished patience and high expectations, often tolerating no more than three issues before abandoning a website or app for good. When customers silently walk away, businesses lose revenue from abandoned transactions and face longer-term risks like reduced retention, decreased engagement, and a damaged brand reputation.
Are Businesses Generally Aware Of The Extent Of The Digital Issues Their Customers Are Facing?
Many issues affecting customers, especially those impacting smaller segments, are “likely invisible to the companies delivering these digital experiences”. Since less than half of consumers contact the company for help, businesses are often “unaware that customers are struggling”.
Learn more about Redial BPO
Want to learn more about Redial BPO’s teams, services, and locations? Then I invite you to download our Company Overview by clicking on the image below.
Also, it would be a good idea to subscribe to our blog, and visit our socials: Facebook, Instagram, TikTok, LinkedIn, and YouTube.
Digital Marketing and SEO Specialist focused on driving performance and visibility. Passionate about optimizing websites, campaigns, and strategies to help brands grow smarter and faster.
