The 2023 Website Relevance Report shows that while 93% of visitors expect online experiences to match or exceed in-person ones, 92% still encounter problems such as poor site performance, lack of findability, and missing information. Over half rarely complain, instead abandoning brands, with Gen Z most likely to ghost after a poor interaction. Two bad experiences are enough to lose customers, especially when post-conversion support fails. Visitors value quick answers, personalized recommendations, and seamless journeys across channels, with 50% wanting answers directly in search results. Retail, utilities, and health insurance rank worst for digital experiences. The report stresses that AI-powered search, personalization, and consistent omnichannel engagement are essential to build trust,

Join for free to read