White Paper
UK Retail Usability & Functionality Complaints Benchmark Study
Digital friction has quietly become one of the biggest drags on the UK's retail performance. This study maps usability & functionality complaints from customers of 44 of the UK's biggest retail brands.
- PoS issues were cited the most in negative reviews
- Customers struggle with bot & support friction
- Order-tracking failures are widely reported
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What the benchmark reveals
A snapshot of the data behind the study. Full picture is in the report.
- 44
- UK's retail brands benchmarked
- 4000+
- customer reviews analysed
- 8
- categories of problem analysed
- 23%
- reported order-tracking failures
- 35%
- hit by bot & support friction
- 44%
- complaints about payment & checkout
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