User Engagement with Brands Online Remains Low Across All Industries, According to Decibel Benchmark Report


Decibel, the leader in digital experience analytics, today unveiled the Digital Experience & Conversion: Industry Benchmarks for 2021 report, which equips enterprises with the insights they need to understand digital customer experience trends so they can optimize their websites and apps for the year ahead. The study—for which Decibel analyzed 4.1 billion user sessions throughout 2020 across 11 industries to understand what frustrates, engages, and converts customers—found that despite the pandemic causing an upswing in the sheer volume of digital experiences between customers and brands, overall user engagement online is low across all industries.

The study leveraged Decibel’s Digital Experience Score (DXS®), which uses machine learning to crunch hundreds of smart behavioral metrics—from user frustration, engagement, and navigation to technical experiences—to calculate a score between 0 and 10 for every single online customer experience. DXS® ultimately outputs a score denoting the quality

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