‘Digital rage is on the rise, with new research revealing growing consumer frustration over poor online experiences, leaving businesses increasingly vulnerable to customer backlash, revenue loss, and reputational harm.

Performance analytics platform Conviva has published its latest study, the 2025 State of Digital Experience Report, which found that a staggering 91% of consumers have encountered frustrating digital service issues in the past year, leading to immediate and tangible impacts on revenue.

More than half (55%) of consumers abandon their purchase after experiencing technical difficulties, while 50% said they switch to another company, with 39% saying they cancel their planned purchase entirely.

A quarter of consumers admitted that they abandon online purchases if they can’t complete their transaction within 10 seconds.

Conviva’s research, which polled 4,000 consumers across the UK and US, found that most people expect perfect digital experiences every time they buy online, and are unforgiving when businesses fall short.

According to the results, even a small increase in poor digital experiences, from just 1% to 2%, can lead to users spending 42% less time on a platform.

Based on those figures, Conviva has developed what it calls a ‘patience equation’ – every 1% increase in the number of poor digital engagements makes a customer 1% less likely to use the service again within a week.

Those falling short on engagement risk losing valuable trust, with nearly half (49%) of consumers believing that companies don’t care when their customers have a poor digital experience.

However, despite the impact of negative experiences on business outcomes, the inverse is also true, with businesses that deliver a high-quality digital experience being rewarded by their customers. 

The majority (93%) of consumers using a digital service will return if they receive a great experience, while users who enjoy at least 99% positive experiences were found to spend 6.5 times longer engaging with a service.

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“Consumer expectations for seamless digital experiences are skyrocketing, but many businesses aren’t keeping pace,” said Keith Zubchevich, CEO at Conviva. 

“In today’s attention economy, customers have zero tolerance for digital friction. Distracting them with more ‘digital to-dos’ or disrupting them with issues sends their attention, money, and loyalty straight to competitors. 

“More marketing and new features won’t suffice; flawless digital service performance for all customer cohorts is critical.”