10 Eye-Opening Statistics about Frustrating User Experience (Infographic)

In general, frustration occurs when a person can’t overcome an obstacle or achieve a goal.

For your app, this means that your app isn’t working as your users expect or require. The following User Experience Statistics showcase the importance of such frustrations.

Frustrated users are unsatisfied, don’t like to use your app or will delete your app without using it. They’ll check out your competitors and probably like their apps more. At worst, the unsatisfied users will tell others about it and you’ll lose more potential users.

In short, that means: An app which doesn’t satisfy its users won’t survive in the highly competitive market of mobile apps!

1. SATISFIED CUSTOMERS ARE MORE LIKELY TO SHARE THEIR EXPERIENCES

   • 13% of customers will tell 15 or more people about their bad experiences

   • 72% of the customers will tell 6 or more people about good experiences

2. EVERY EXPERIENCE IS IMPORTANT

   • 32% of the customers would leave a brand they loved after just one bad experience

3. USERS FEEDBACK

   • Only 1 out of 26 customers complain when they are unsatisfied, the rest churn without saying anything. The absence of negative feedback isn’t a sign of satisfaction. 91% of unsatisfied customers who don’t complain simply leave.

4. SMART PHONE USAGE

   • The average American checks his phone every 12 minutes – it’s 80 times a day

5. APP PERFORMANCE

   • 90% of users will stop using an app due to poor performance

   • 32% of app developers learn about application performance issues from end users

6. APP USAGE

   • 25% of mobile app have been used only once

7. TIME IN APPS

   • Users spend 90% of their mobile time on apps. They prefer apps in contrast to websites

8. CHURN RATE

   • 71% of mobile app users churn within 90 days

9. SMART PHONE STORAGE

   • 25% of users delete apps simply because their smartphone storage space is full

10. FULFILLING THE NEEDS

• 26% of mobile apps get deleted because they don’t fulfill the user expectations

Are you wondering how you can identify customer frustration? How can you prevent low quality apps? To learn how to capture micro-interactions and surface user frustrations, have a look at our e-book: Detecting Hidden User Frustrations

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