Skip to main content

Save or Share this Report

For Customer Experience Professionals

Lessons Learned From 1,500 Website User Experience Reviews

March 14, 2012

Primary author headshot


  • By Adele Sage
  • with Vidya L. Drego,
  • Jennifer Peterson,
  • Belle Bocal

Why Read This Report

Since 1999, Forrester has used its Website User Experience Review methodology to evaluate the user experience of 1,500 websites spanning business-to-consumer (B2C) and business-to-business (B2B) companies, numerous industries, and disparate geographies. We examined the trends over time and across types of sites to identify the common user experience problems that persist to this day. Based on the findings, we challenge digital customer experience professionals to identify those problems on their own sites and fix them — or risk wasting millions of dollars.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).


Table of Contents

  • Insights From Forrester's 1,500 Website User Experience Reviews
  • End The Insanity

  • There's No Good Reason For A Bad Website User Experience
  • Related Research Documents