2021 Web Design & Customer Experience Report

An analysis of web design, online shopping innovations, and consumer perception.

(Published December 2020)

$399.00
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Interested in purchasing this report and more of our upcoming 2021 research? Sign up for a Digital Commerce 360 Research Membership to access all 2020 and upcoming 2021 research reports—as well as the data behind our analyses—for over 50% off individual prices. Choose from one of our Gold and Platinum plans to receive exclusive charts and infographics, thousands of company profiles and ecommerce rankings, and exclusive content at the most significant discount we can offer.

2021 Web Design & Customer Experience Report

76% of consumers say that a detailed product page is essential for their online shopping experience. And more than half of consumers will leave and purchase from a different retailer if the site doesn’t load quickly enough.

It’s safe to say that web design and functionality can make or break an ecommerce site. And as a result of closing physical stores and shifting operations online, retailers are eager to invest in new capabilities, upgrade existing ones, and find new ways to connect with shoppers in real time.

Our researchers visited the websites and mobile apps of the top 100 retailers in Digital Commerce 360’s Top 1000 online retailers in North America to conduct real-life online shopping tests. We collected data on a variety of tools and messaging elements including interactive quizzes, self-service virtual try-ons, virtual appointments, augmented reality and more.

The 2021 Web Design & Customer Experience Report examines the results of these tests, and reveals how retailers can increase conversion rates and exceed customer expectations. This report covers the state of ecommerce web features and how they enhance the customer experience, including new insights into the online shopping innovations many retailers are making and consumer perception of website functionality while shopping online.

View the table of contents for full details on what’s included in the report.

What’s included in the 2021 Web Design & Customer Experience Report

  • Data on the web features and functions used by Top 1000 retailers
  • Customer service trends that retailers include on their website, including live chat and virtual appointments
  • How COVID-19 has driven retailers to add new site features to better connect with shoppers
  • Analysis on ecommerce site visits to the top 100 retailers
  • Consumer insights on online shopping preferences
  • Interviews with Top 1000 retailers on what is working in web design
  • Over 20 detailed charts and graphs
$399.00
Number of licenses:
Number of licenses:

Interested in purchasing this report and more of our upcoming 2021 research? Sign up for a Digital Commerce 360 Research Membership to access all 2020 and upcoming 2021 research reports—as well as the data behind our analyses—for over 50% off individual prices. Choose from one of our Gold and Platinum plans to receive exclusive charts and infographics, thousands of company profiles and ecommerce rankings, and exclusive content at the most significant discount we can offer.