Essential UX Statistics — Everything You Need to Know

ByJulija A.
February 21,2022

To a lot of companies, good user experience equates to having a website that’s pretty to look at. 

We’ve been told that’s what audiences want. That’s why it’s so disappointing when our website’s bounce rates remain high and we don’t generate nearly as many leads as we hoped for. So, why does this happen? 

In many cases, it’s because we rarely put much thought into user experience. UX statistics show that this common mistake turns consumers away and costs businesses a lot of revenue. A beautiful website means very little if it’s frustrating to use. 

We’ve compiled this list of stats to point out the sheer importance of UX. Modern-day interfaces need to be fully optimized with consumers in mind, and understanding industry trends can help you figure out how to improve your business. We’ve also included an FAQ section at the end; if you’re looking for quick answers, scroll down. 

User Experience Stats—Highlights

  • 88% of online shoppers say they wouldn’t return to a website after having a bad user experience.
  • 70% of online businesses that fail do so because of bad usability.
  • Only 55% of companies currently conduct any UX testing.
  • You are 279.64 times more likely to climb Mt. Everest than click on a banner ad.
  • 53% of mobile site visitors leave a page that takes longer than three seconds to load.
  • People form 75% of their judgment on a website’s credibility purely on its aesthetics.
  • Bad mobile optimization annoys 48% of users.

General UX Stats

More than 70% of small business websites do not use call to action buttons.


Call to action buttons are a key part of internet marketing. They are meant to direct consumers to the main offer on your site, and they are generally big, flashy, and very eye-catching. More importantly, they make it easy for people to purchase your products and services. The fact that a whopping 70% of business don’t even think about using such a button on their pages is astounding. Through UX optimization, customers can start the shopping process with a simple click of a button, and this can increase your conversions right from the start.

44% of shoppers will tell their friends about a bad online experience.

(Neil Patel)

According to Neil Patel’s infographic, people not only remember bad online experiences, but they talk about them with their friends. A sub-standard site will turn people away and spread negative sentiments about your business, so don’t allow bad user experience to ruin your reputation. Once it’s been damaged, it’s very difficult to build it up again.

Better UI could raise your website’s conversion rate by 200%, and better UX design could yield conversion rates of up to 400%.


Want more conversions? Then you’d better make sure your user interface and user experience design are top notch. Investing in this is a no-brainer because it gives people exactly what they want and need. It also makes it even easier for them to become loyal followers of your brand.

UX stats show that 88% of online shoppers say they wouldn’t return to a website after having a bad user experience.

(Amazon Web Services)

As we’ve already mentioned, people are likely to let their friends know if an online shopping platform disappoints them. It turns out they’re also eager to get as far away from it as possible. Once you fail your consumers, they won’t stay with you for long, so you’d better start making changes right away.

You are 279.64 times more likely to climb Mt. Everest than click on a banner ad.

(Business Insider)

User statistics also show that you are more likely to survive a plane crash or with the lottery than click on a banner ad. Those who do click on banners seem to be less intelligent and poorer on average. Users clearly don’t react to banner ads anymore because they seldom seem to even notice them. Instead, their attention is fixed on other elements of the site.

That said, banner ads aren’t all bad. If you can get your viewer to spend more time looking at the page, they’ll be more likely to notice your banner. As such, it’s worth making sure the rest of your content is engaging.

Around the world, consumers regularly use an average of 2.23 devices simultaneously.


User stats show us that users rarely focus on a single device. They’ll check their phone while they watch their favorite TV show or play a video game on a computer. A lot of them don’t limit themselves to only two devices, either. This means whatever kind of interface you build, it needs to be adaptive. That’s why responsive design is one of the crucial aspects of user experience.

Video content is 53 times more likely than text to reach the first page of Google.


This recent user statistic shows that people are becoming increasingly fond of video content. They prefer visually presented information because it’s easier to grasp, and most top-performing websites use video content to provide their audiences with a better experience.

This information can be particularly useful for businesses that offer complex products or services. Instead of explaining how to use those products through big a block of text, they can rely on visual aids to explain everything.

70% of online businesses that fail do so because of bad usability.


The importance of user experience is obvious here. Starting an online business is challenging enough, but without good UX, it’s practically doomed right from the outset. The best UX websites tend to perform much better because they take consumer needs into account. They increase customer engagement and can easily beat a competitor site that’s not optimized for these purposes. To put it simply, you can’t afford not to invest in UX, especially if you want to gain the upper hand in your industry and climb to the top of the ranks.

Need a website designed? Take this short quiz and find the best options:


Mobile User Experience Statistics

On average, users open their phone every 5.6 minutes during the day.


There are 4.68 billion mobile phone users in the world, and the number keeps growing every day. One of the biggest UX mistakes we’ve seen from companies is that they don’t keep up with the times by optimizing their websites for mobile users. Given that Google will soon start penalizing web pages that lack proper adaptability, your SEO ranking could plummet if you don’t react accordingly.

According to mobile UX statistics, 85% of adults think a business’s mobile website should be as good as or better than its desktop equivalent.


Your users want you to go mobile. Audiences prefer companies that pay attention to what phone users need, and they would rather do business with them. If your website still isn’t optimized for this purpose, it might be time to contact your web designer and come up with a new plan.

If a website isn’t mobile-friendly, 50% of users will use it less even if they like the business.

(Think With Google)

How important is user experience to a mobile user? Very. If customers go to a site that doesn’t load properly, they’re likely to give up on the brand completely, even if they were satisfied with the business in the past.

96% of consumers have come across sites that weren’t optimized for mobile at all.

(Think With Google)

Give the prevalence of mobile users in the digital era, this is an unfortunate statistic. While desktop devices won’t be going anywhere, bear in mind that the majority of your users prefer phones. Most now look for information on your business through mobile searches.

On a mobile site, around half of all users start to scroll within 10 seconds, and 90% within 14 seconds.


Mobile scrolling is an important aspect of good design. Everybody scrolls, and users need an intuitive interface that lets them scroll with ease. We often flip through content on the go, and allowing users to consume it smoothly without breaking stride creates a positive impression.

Bad mobile optimization annoys 48% of users.

(Think With Google)

The best way to drive your customers away? Leave them frustrated after interacting with your poorly functioning website.

52% of users said they’re less likely to engage with a company that doesn’t use responsive mobile design.

(Think With Google)

These responsive web design stats also indicate that the bad word about your business can spread quickly among users. They don’t want to engage with companies that don’t offer them the best possible experience. After all, there’s no shortage of competitors to turn to. Why would they waste their time on something sub-standard?

67% of mobile users say they’d rather reward a mobile-friendly site by buying a product or service there than from one of its competitors.

(Think With Google)

Mobile user experience is so crucial that customers jump at the opportunity to shop from companies that have adaptable, easy-to-navigate sites. It makes the whole process much smoother and more enjoyable. If you want to increase customer engagement, you know what you have to do.

Four out of five mobile users access online shops on their smartphones.


UX statistics show that smartphone users are creating new trends by shopping via mobile devices. However, this stat shouldn’t be misinterpreted; many users still shop via desktop, but they tend to use their phones for browsing purposes more often. Both devices play an important role in the process.

45% of people want to see content that displays well across all devices.


While the number of mobile users grows by the day, user experience statistics remind us that optimization across all devices matters more than ever. It’s not purely about phones or desktops—it’s about both. You need to make sure your customers have a pleasant, hassle-free experience, no matter what kind of device they use. Hiring a good web developer who knows all about the user-centric design process can help you accomplish this.

Loading Time: User Experience Stats

73% of mobile internet users have come across slow-to-load websites.

(Neil Patel)

Glacial loading times plague a huge number of websites. When building their online presence, many firms focus on attractive design but fail to take loading speed into consideration. Users with older devices or slow internet suffer even more from pages that don’t display correctly. When that happens, all your hard work goes to waste.

Most sites have a load time of between 8 and 11 seconds.


This doesn’t sound like much, but its UX impact on revenue can be extremely high. Each extra second it takes for a site to load results in a higher percentage of conversions lost. Users are impatient. If a site doesn’t display for them correctly right away, it’s reasonable for them to assume it’s not worth their time.

53% of the time, visitors to mobile sites leave a page that takes more than three seconds to load.

(Think With Google)

Consumers have become used to fast-loading sites. Their website user experience largely depends on how quickly they can access the information they want to see, so you can expect your bounce rate to drop if you speed up your site.

To help you accomplish this, you can try reducing your HTTP requests, minimizing your site files, and lowering your server’s response rate. You can also test your website on users themselves. One of the benefits of usability testing is that you’ll get a direct response about what needs to be changed.

A one-second delay in page response results in a 7% reduction in conversions.

(Neil Patel)

Neil Patel’s UX statistics on conversions rates are eye-opening. According to him, if an eCommerce business makes $100,000 per day, a load delay of one second could potentially cost the company $2.5 million in lost sales every year. This is yet another stat that demonstrates the importance of quick, smooth websites that don’t make users wait. Your competitors have already optimized their UX; now it’s time for you to do the same.


Design facts show that the total size of your site files can have a significant influence on its speed. Images, scripts, and other files can bog everything down and make your platform lag. While it’s understandable to want a beautiful website, remember that no one will see it if it doesn’t load. You need to find the perfect balance between visual appeal and practicality.

Sites that load in five seconds see 25% higher ad viewability, 70% longer sessions, and 35% lower bounce rates than slow-loading sites.

(Google Developers)

UX case studies by Google Doubleclick provide more evidence that site speed greatly influences user behavior. A smooth-running, easy-to-navigate site makes them want to stay longer and potentially click on your site’s ads.

User Experience Stats about Consumers

People form 75% of their judgment on a website’s credibility purely on its aesthetics.

(University of Surrey)

Human beings tend to react well to beautiful things, and websites are no different. The simple fact that a site is aesthetically pleasing will give off the impression of professional polish. However, don’t be fooled—if your site is beautiful but lacks functionality, users are bound to notice.

41% of people prefer simple website design, while 59% want something stunning.


Once again, website design statistics favor visually pleasing design. Of course, the best thing you can do is make a site that’s both attractive and simple to use, however tricky that might be.

67% of people want companies to be more authentic.


Consumers crave authentic experiences from companies. The market is oversaturated, so most of us feel like we’ve seen all there is to see. We want to find that one brand that stands out from the rest.

70% of users prefer when a company uses humor they can relate to.


User experience says humor is one of the best ways to appear relatable and charm consumers. If you manage to brighten someone’s day and give them something to laugh about, they’ll be more likely to respond well to your brand’s message.

54% of people want to see content that’s personalized to their interests.


Consumers want you to get to know them. Rather than providing a generic experience they could find anywhere else, they want real-time offers and localized ads. By doing this, you’ll show them you’re listening to what they want and need.

63% of users want to see more polished, curated content from companies.


UX statistics show that the quality of content plays a big role in how a company is perceived. Well-curated content looks professional and creates an air of credibility, so it’s important to focus on quality rather than quantity.

70% of people pay attention to bulleted lists.

(Tyton Media)

Bullet points are a neat way to organize content. Include them on pages to make things visually pleasing and easy to read.

68% of users give up on a particular brand because they think that company doesn’t care about them.


No one wants to give money to a soulless corporation that doesn’t prioritize its users. The trick is to show both professionalism and understanding of consumers’ needs.

94% of people don’t trust outdated websites.


According to website design statistics, outdated websites simply look shady. They imply you either don’t care enough to keep everything up to date or that you lack the skill to maintain a website. They can also give the impression that your business is disreputable.

54% of marketing experts cited ad clutter as the biggest obstacle to good user experience.


It’s no secret that most users hate ads. This doesn’t, however, mean you can’t advertise anymore. It’s important to only run ads that are targeted to the right demographics and make sure they don’t get in the way of other content on your website.

420 million people around the world use ad blockers, and poor user experience caused by ads is the most cited reason.


UX stats on ad blockers also show that many ads are too aggressive. Take note of this; you can still advertise effectively, but you must make sure your ads aren’t disruptive. Above all else, aim to provide a frictionless, straightforward experience.

63% of people would think about messaging an online chatbot to communicate with a business or brand.

(Mindshare World)

Most consumers have no issue with robot-operated chat boxes. As long as the bot can respond promptly to a simple inquiry, people are perfectly happy to use them.

79% of people would want a human to step in if a chatbot couldn’t solve a problem.

(Mindshare World)

Of course, if a chatbot can’t solve the problem, user experience statistics indicate that there needs to be a real person who can step in and take over. Chatbots only go so far. To offer a complete service and resolve all issues, you need to employ professional customer service operatives.

86% of visitors want to see more information about a company’s products and services on its website.


Always provide as much info as you can to your customers. Be clear right from the start and show them that they can trust you enough to do business with you.

64% of users want to see contact information on a business’s website.


UX conversion statistics show that users tend not to trust brands that don’t provide full contact information on their website. People want to know who they’re dealing with, and withholding those details makes it seem like you’ve got something to hide.

47% of buyers see between three and five pieces of content before engaging with a sales rep.


Content provides a way for consumers to get to know a brand. Articles, videos, and interesting posts can give an insight into how a company does business and what its core values are. Consumers need to know this before they spend their money on your site.

UX Best Practices

74% of businesses say user experience is vital for boosting sales.


Fortunately, businesses are starting to realize the importance of UX. Most companies now know they need intuitive interfaces that take consumer habits into consideration if they want to get ahead of the game and increase sales.

Currently, just over half (55%) of companies conduct UX tests.


UX statistics indicate that, although most businesses are aware of the excellent ROI of usability testing and UX, they are yet to commit to it fully. It takes time, money, and effort to test for flaws in your marketing strategy, but ultimately these sacrifices are worth it.


As you can see, you don’t need to make a huge investment to get results. Rather than financing a large survey, find a small sample group to help you figure out what your basic problems are.

On an average media site, readers dedicate 66% of their attention to content below the fold.


These are the types of UX statistics researches need to know about. User attention used to primarily focus on content and offers that were visible above the fold. But with the introduction of the inner scroll bar and other similar innovations, the scrolling vs clicking debate has been settled.

Users now prefer to scroll through content rather than continuously open new tabs for more info. This means you have more real estate at your disposal than you used to. As such, elements both above and below the fold play an important role in the overall impression your website makes.’s bounce rate dropped 15% after the site adopted continuous scroll.


It’s time to ditch the UX side scroll and adopt continuous scrolling if you want to drop your bounce rate. For, this simple change made a huge difference, and it could help your site as well. It’s important to focus on a user-centric design process if you want people to get the most out of your brand.


In addition to scroll hijacking, carousel sliders are among the most frustrating elements of any website. According to UX statistics, the navigation menu needs to be straightforward, because no one clicks on carousels anymore. If you do use a carousel, you can expect users to overlook most of the information you want them to see. Regardless of how attractive they might appear to you, carousels don’t provide enough functionality to make them a worthwhile addition to your website.

Resolving problems in the development phase costs 10 times as much as fixing them in design. This cost blows out to 100 times as much if you’re trying to fix the problem in a product that’s already been released.

(UX Planet)

The ROI of UX is extremely high. Not only can it increase your conversions in the long run, but it can actually save you a huge amount of money right from the start. Perform tests early on so that you won’t have to redesign your entire website in the future.

Security software company McAfee managed to reduce its customer support calls by 90% simply by redesigning its user interface.


If visitors can’t manage their way around the website, they’re very likely to call customer support. This is yet another stat that shows the importance of testing and analysis before launching a website.

79% of users place the highest level of importance on the overall usability of a site or app.


Design statistics show us that, besides usability, other important aspects include page load time, creative quality, content personalization, and responsive design.

Final Thoughts

To quote Samadara Ginige: “Design is everywhere. From the dress you’re wearing to the smartphone you’re holding, it’s design.” We want to see attractive things around us, and we often rely on design to achieve that. However, a good designer must think beyond aesthetics when designing apps and websites. They must remember that the things they’re making aren’t there to look pretty, but to serve a purpose.

Our UX statistics demonstrate the importance of making things straightforward, functional, and simple for the consumer. Add beautiful design into the mix, and you’ve got a winning combination on your hands.

What does UX mean in web design?

According to the International Organization for Standardization, UX is “a person’s perceptions and responses resulting from the use and or anticipated use of a product, system or service.” Put simply, it’s how easy and enjoyable it is for consumers to use a certain interface. If you take a look at our UX statistics, you’ll see how every business can benefit from paying more attention to this often-overlooked aspect of design.

What’s the difference between UX and UI?

UX—user experience. UI—user interface. UI is the space where humans interact with a machine or a piece of software. It’s closely related to UX; UI represents the way a product looks, while UX is the way consumers interact with it.

Why is usability testing important?

The purpose of usability testing is to gather data on how consumers interact with your product. As you might be able to tell from our UX stats, it’s crucial to know where you stand if you want to optimize your website for better sales.

What is UX design used for?

UX design is used to optimize a website and make it more functional. With a good UX designer, you can build a website that’s both practical and attractive.

How can I improve my UX design skills?

If you’re a UX designer or want to become one, you should first focus on usability testing to figure out what your consumers want. Our user experience statistics can give you a good insight into what’s important in today’s market.

What are UX best practices?

Listen to your consumers, learn how to sketch your ideas, welcome constructive criticism, and be ready to make changes. The most important thing to remember about UX is that you shouldn’t try to reinvent the wheel—innovation for the sake of innovation doesn’t make for great design.

You have to take user habits into account. When you do, you’ll realize that they mostly like things they’re already used to. Take our UX scrolling stats, for example. Continuous scroll performs best because most consumers prefer it to constant clicking, especially on mobile devices. Businesses that don’t adopt this tend to quickly get left behind.


About the author

Julia A. is a writer at With experience in both finance and marketing industries, she enjoys staying up to date with the current economic affairs and writing opinion pieces on the state of small businesses in America. As an avid reader, she spends most of her time poring over history books, fantasy novels, and old classics. Tech, finance, and marketing are her passions, and she’s a frequent contributor at various small business blogs.

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With a 25% seller share, Home & Living is the most popular category on Etsy. 71% of Etsy sellers consider it important to grow their business sustainably and responsibly. General Etsy Stats To better understand this eCommerce platform and its users, we've compiled a list of some general Etsy statistics. Read below to learn about the number of active buyers and sellers, the revenue Etsy has generated over the years, and the best-seller categories of products available for sale. With a market cap of over $17 billion, Etsy is the 12th largest online marketplace globally. (CompaniesMarketCap) With a market cap of $17.90b as of March 2022, Etsy scores above JD Health, Zalando, and Rakuten, to name a few prominent companies.  Etsy traffic statistics have increased majorly during 2020, boosting profits significantly. Nevertheless, the market is still dominated by eCommerce giants such as Amazon, Alibaba, Meituan, Jingdong, and Shopify. There were around 7.5 million active sellers on Etsy in 2021, a nearly 75% increase on 2020. (BussinessOfApps) Back in 2019, there were almost $2.7 million active sellers on Etsy. Only a year later, the figures went up over 60% to around 4.3 million people worldwide, only to balloon by nearly 75% to 7.5 million in 2021. As testified by many Etsy sellers, statistics have never looked so good. The reason behind such a steep surge is most likely the COVID-19 pandemic which forced many people to start selling online exclusively.  The number of active Etsy buyers reached 96.3 million in 2021. (BussinessOfApps) Compared to 2019, when some 46.3 million people bought goods on Etsy regularly, 2020 has brought a surge of over 75% for a record 81.8 million active buyers on the platform. This was then followed by a smaller but still impressive 17% increase to 96.3 million users in 2021. Judging by the Etsy buyer statistics, people have heartily embraced the online shopping model forced by the COVID-19 pandemic. As of 2020, Etsy has 1,209 employees. (Backlinko) We can get valuable insights by tracking workflow within a company. Etsy has been growing steadily over the past few years, and the growth was followed by an increase in the number of employees. The 2020 sales boom saw the workforce increase by 14.49%. These Etsy updated statistics do not include an additional 205 workers employed at Reverb, its daughter company. Most of the employees are based in the United States, but the company also has offices in Ireland, Germany, Canada, Australia, and more. Etsy Demographics Let’s take a closer look at the demographic stats and facts, as they provide insights into the target market for a product or service. Additionally, they can help identify new markets or assess the potential impact of changes in the economy or population on a business. By understanding the demographics of its customer base, a company can make better decisions about where to allocate its resources to maximize growth.  62% of Etsy’s sellers are from the United States. (Statista) Etsy seller statistics show the distribution of its sellers on a global level. As of June 2020, some 62% of Etsy's merchants were from the United States, while the remaining 38% come from other countries. The majority of them are from the UK (30%), followed by Canada (11%), Australia (7%), and  Germany (7%). Most of Etsy’s US sellers come from California (14%). (Statista) The figures from June 2020 indicate that 14 percent of the US Etsy sellers are located in California. During the measured period, Florida and Texas both contributed 7%, while Pennsylvania, North Carolina, and Washington had a 4% share of the total US seller market each. As of December 2020, 47.7% of Etsy employees were female. (Statista) We highly appreciate Etsy’s gender awareness and diversity politics, especially nowadays when women were only 5% of the CEOs appointed globally in 2020. Namely, the eCommerce giant has been trying to increase the number of women in leadership positions and on its Board of Directors. As of December 2020, 47.7 percent of its employees were female, along with 45.3% male workers and 7% that were classified as ‘other.’ Statistics on Etsy's global corporate demography indicate that the board positions are equally occupied by both males and females, with a 50-50% ratio.  In 2020, 81% of Etsy sellers identified as women. (Statista) (Etsy) The figures certainly show how one-sided the sellers’ market is, probably because women dominate the handmade arts & crafts niche. When it comes to Etsy users, statistics on the sellers used to favor women even more in the past. According to a report from 2015, as many as 86% of the sellers on the platform were female. 71% of Etsy sellers consider it important to grow their business sustainably and responsibly. (Etsy) Sustainability and value-driven manufacturing practices are essential to Etsy's community, as reflected in the items being sold on the site. This new approach to business resulted in self-organizing into online support groups. Nearly a quarter of Etsy sellers worldwide joined one of more than 10,000 Etsy Teams worldwide, where they can seek and provide support and collaboration opportunities.  97% of Etsy sellers run their shops from home. (Statista)  2020’s  Etsy statistics reveal that 97% of sellers run their shops from home. At the same time, 69% of respondents had started their Etsy shop as a way to supplement their income. For many Etsy sellers, their businesses are their primary source of income, and 69% of them consider their shop a business. More than half (55%) are multi-channel sellers.  Revenue and Sales Statistics Although Etsy's sale statistics recently didn't quite match the boom in 2020, the company is still going very strong. The pandemic has brought about a renewed interest in handmade and vintage items, increasing the platform’s popularity significantly in recent years. With a 25% seller share, Home & Living is the most popular category on Etsy. (Statista) Looking at the best-selling items on Etsy and their generated revenue, Statista compiled a list of the most popular categories among handmade Etsy sellers worldwide as of June 2020.  According to Etsy sales statistics by category, home and living is on the top of the list with a 25% seller share. This is followed by art and collectibles, which accounted for 21%, jewelry with 15%, and clothing with an 11% share.  The least popular group of products were pet supplies, electronics & accessories, and shoes, which accounted for only 1% of sellers each.  In 2020, Etsy was the eighth largest retail website in terms of online traffic. (Statista) The big dog among eCommerce websites,, had almost 3.68 billion visitors per month in 2020 followed by with 1.01 billion visits on average each month. eBay, Rakuten, and Samsung also scored highly on the list.  With a monthly traffic average of 289.33 million visits, Etsy statistics had even top sellers jealous, contributing greatly to the platform’s huge revenue increase during that year. In 2020, Etsy generated $1.7 billion in total revenue. (Statista) The revenue of the online marketplace amounted to $1.7 billion in 2020, which represents a surge of more than 100 percent compared to the year before. Etsy had a market capitalization of $7.46 billion in 2019, just seven years after its official launch. According to industry experts, marketplace revenues (including sales listing and transaction fees), third-party payment processor fees, and seller service revenues are the company's main revenue streams.  Etsy’s annual net income in 2021 reached $493 million. (Statista) Looking at the Etsy sales statistics for 2021, there was a massive increase over the $349 million it made in 2020, which itself dwarfed 2019’s $95.89 million. The company is clearly doing something right, and at this rate, the future of eCommerce on the platform is looking very bright. Top sellers on Etsy earn $10,000 per year or more. (The Verge) Amid the many stories from Etsy's sellers regarding their earnings, the conclusion is that the most successful merchants earn $10,000 or more on the platform. Etsy shop statistics vary wildly between the various categories on the site, though. According to some top sellers, they get charged a flat 12% advertising fee that they cannot opt out of. This fee is 15% for other sellers, but that charge is optional.
By Danica Djokic · April 19,2022
Call centers are an inescapable element of running almost every customer-centric business. Regardless of whether you are offering a product or a service or using a call center to market them, you need to provide a line of communication with your customers.  Not all support and call centers actually require a phone line. Call center statistics show that the industry has moved online to a large degree, and many other trends are emerging as companies strive to provide a better customer experience.  Let’s see some of the most important stats about the call center industry in 2022. Call Center Industry Statistics - Key Findings The global market value of call centers is estimated to reach $496 billion by 2027. 87% of employees in call centers report high-stress levels at their job. The contact center software market will be worth $149.58 billion by 2030. Businesses lose approximately $75 billion yearly because of poor customer service. 35% of customers want customer support agents to help them resolve issues in one interaction. General Call Center Operation Statistics Call centers are an essential industry nowadays, especially as many people turn to customer support. After all, the world has made a significant shift toward performing most of its daily life online. So let's check some of the most important stats about this industry. The global market value of call centers is estimated to reach $496 billion by 2027. (Report Linker) Research suggests that the industry's value will keep increasing at a projected CAGR rate of 5.6% between 2020 and 2027. In-house call center solutions have a 5.5% projected growth rate during the same period, while outsourcing will grow by 5.9%. In 2020, US call centers accounted for 29.49% of the global call center market. (Report Linker) The overall global market was valued at $339.4 billion in 2020, with the US share at approximately $100.1 billion in 2020. Other notable markets worldwide were China, Japan, Canada, and Germany, all with strong growth estimates.  Almost a quarter of all call centers in the US made less than $250 million in 2020. (Statista) 24%, to be precise. 13% earned more than $25 billion. 4% made between $15 and $25 billion, while 19% earned anywhere from $5 to $15 billion, and another 19% made between $1 and $5 billion. The contact center software market will be worth $149.58 billion by 2030. (Grand View Research, Inc) According to call center statistics for software, the industry's market size is $28.09 billion in 2022, up from $23.9 billion in 2021. If it continues following the estimated CAGR of 23.2% between 2022 and 2030, it should reach a staggering $149.58 billion by 2030. In 2020, US call center businesses employed 2.83 million people. (Statista) The number of employees in the call center businesses grew steadily from 2014 when 2.51 million people worked in this industry. This trend changed in 2020, though, which saw a drop in the number of employees in the contact center industry compared to 2019’s 2.92 million. Businesses lose approximately $75 billion yearly because of poor customer service. (Forbes)  Based on research in NewVoiceMedia’s 2018 “Serial Switchers” report, Forbes announced in 2018 that many customers were abandoning companies due to poor customer service. Recent research conducted by Salesforce shows that 91% of customers will make another purchase at the same company after a good customer service experience.  In comparison, 70% said they would not buy a product from a company with long wait hours for customer support. If your company is struggling with similar issues, consider investing in call tracking software. Call Center Stats on Customer Satisfaction  Customer support is an essential part of providing a quality service, and companies need to pay close attention to customer satisfaction in this area. The following stats tell us more about customer preferences regarding call centers and support. 77% of customers appreciate proactive customer service. (Zippia) On top of wanting instant support, customers also expect customer representatives and sales reps to anticipate their needs and address them accordingly. Companies that can do that are much more popular with customers. 76% of customers prefer using different support channels depending on context. (Salesforce) According to the call center analysis by Salesforce, email is still the most popular customer support channel, followed by phone and in-person support. Online chat and mobile apps take fourth and fifth place, respectively. 78% of customers don’t like support agents that sound like they are reading from a script. (Zippia) Personalized sales and support communication has been the key for a while now. 52% of customers expect custom-tailored offers at all times, and 66% want the companies “to understand their unique needs and expectations.”  This is no small feat, especially for the largest call center companies serving thousands of customers. Ensuring your company uses good call center software is only half the battle. You’ll still need quality support agents who can convince your customers that their needs are important to your company. 50% of customers believe that the customer service and support from most companies need a major overhaul. (Salesforce) While half of the customers expect better customer support, 60% agree that companies need to improve their trustworthiness, and 55% think companies should work more on their environmental practices. Statistics show that companies focusing on “making the world a better place” always do well. Surprisingly, improving the product was ranked lower, as was using better technology and working on the overall business model. 35% of customers want customer support agents to help them resolve issues in one interaction. (Microsoft’s 2020 Report) Quick problem resolution should be one of the most important call center metrics. Over a third of customers in a Microsoft survey from 2019 said that resolving issues in one interaction should be a priority for the customer support team. 31% claimed that getting a knowledgeable agent is the most important, and 20% said that not having to repeat the same information is crucial. The latter seems like a growing problem, as more than half of customers felt that the departments providing support are not always in sync.  These are definitely the key call center metrics that every company should pay attention to. 92% of consumers hesitate when buying a product if it has no customer reviews. (Fan & Fuel) Worse still, 35% might not buy a product at all after reading just one negative review. According to Zendesk, word of mouth is also extremely powerful: 95% of customers will tell others about a bad experience, and 87% will share good ones.  Unfortunately, another survey shows that 79% of consumers who shared their poor online experience with customer support got ignored. Companies making this mistake should consider hiring a good reputation management service, as it will help improve their sales in the long run. Must-Know Information About Call Center Workers Despite the push toward automatization, live agents are still the pillars of any good customer support team. Here are some stats about the call center workforce. There were approximately 286,696 call center agents employed in the US in 2021. (Zippia) The majority of call centers are located in Texas, or more specifically in Dallas and Houston. The average age of a call center employee is 40 years. Furthermore, 67.2% of all agents are women, while 27.9% are men. 87% of employees in call centers report high stress levels at their job. (Cornell University) Handling customer requests every day is not an easy job. Customer support agents are typically the first line of defense against angry customers, leading to very alarming call center stress statistics. 80% of agents experience angry customers blaming them for things out of their control.  Undefined expectations, lack of incentives, and boredom with mundane, repetitive tasks cause agents to be miserable at work, which, in return, translates into poorer customer experience stats across the board. The average salary of a call center employee is $27,765 per year. (Zippia) Salaries for new agents start at around $20,000 per annum. Those of the 10% top-performing agents can go up to $36,000 or more. The turnover rate for call center agents is over 40% globally. (ICMI) (Mercer) When these call center turnover statistics are compared to the 22% average turnover rate across all industries in the US, it’s easy to see that job satisfaction levels in call centers are troublingly low. Companies need to look into ways of making the job less stressful for their employees and using modern technologies such as AI bots to help facilitate communication with customers. Call Center Technology Trends Good implementation of modern technologies is essential for improving call center statistics and metrics. Let’s check how big of a role software plays in customer support these days.   90% of businesses that use it find live chat software helpful for streamlining call center operations.  (Zippia) According to Zippia’s findings published in December 2021, 29% of all businesses and 61% of those in the B2B sector already use live chat software. 32% of businesses are implementing CRM systems to boost sales and enhance customer relationships. (Zippia) Customer Relationship Management software has an excellent track record of increasing customer engagement. Unfortunately, according to customer service and call center metrics, only a third of businesses make use of it currently. Considering that 31% of customer support teams think that their companies see their work as an expense rather than an opportunity to increase sales, this is not all that surprising. 87% of global organizations that implemented AI did so believing it would give them an advantage over the competition. (Statista) According to Statista, almost 90% of the organizations that implemented AI did so to keep up with the competition, while only 63% did so due to customer demand. Pressure to reduce costs was also a major factor (72%), along with the ability to move into new business spheres (78%). In 2020, 37% of all messages to brand social media accounts were related to customer service issues. (Sprout Social) (Statista) However, most messages (59%) were positive, as customers wished to express their happiness with an excellent experience they’ve had with the brand.  Call center statistics show that in 2020, 75% more customers used  Instagram to message businesses, while Facebook saw a 20% growth in this category. If you are considering implementing social media into customer support options, keep in mind that 18% of customers expect an immediate response; it might be worth investing in social media management tools to help your support team out.
By Vladana Donevski · April 11,2022

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