Market Data

Australia User Experience Report

By Econsultancy,


The Australia User Experience Report, published by Econsultancy in association with Macquarie Telecom, is based on a survey of digital marketing and ecommerce professionals from around 200 Australian companies. The research, conducted in May and June 2013, looks at the extent to which companies are committed to delivering a good digital user experience, and the challenges they face in doing so.

About this report

The respondents to the study were from mix of B2B and B2C companies operating in Australia, and were mostly Heads of Digital/Ecommerce/Marketing, Managers, and Business Owners. This report investigates the approach of Australian companies to user experience, budgets, measurement, technology and staffing.

The research identified the following key trends:

  • Companies understand the importance of the user experience and growing consumer expectations, but many are still failing to deliver something more than mediocrity.
  • User experience held back by issues with technology platforms.
  • Web hosting is seen as vital, but many do not see it as UX technology.
  • Ownership for UX sits within marketing, though IT is responsible for infrastructure.

Table of contents

  1. Executive Summary and Highlights
  2. Foreword by Macquarie Telecom
    1. About Econsultancy
    2. About Macquarie Telecom
  3. Methodology and Sample
    1. Methodology
    2. Respondent profiles
  4. Findings
    1. Approach to user experience
      1. Commitment to UX
      2. Benefits of user experience
      3. Rating of user experience
      4. Consistency of user experience
      5. Perceived importance of developing the user experience
    2. User experience budgets
      1. Dedicated user experience budget
      2. Increase in user experience budget
      3. Plans to create a dedicated user experience budget
      4. Barriers to further investment
    3. Measurement and return on investment
      1. Measuring user experience
      2. Understanding of return on investment
    4. Investment in technology
      1. Types of technology used
      2. Plans for technology spend
      3. Opinions on technology and data
    5. Staffing and skills
      1. Skills and level of user experience
      2. Internal organisation of user experience
      3. Responsibility for technology elements
      4. Senior management understanding
      5. Ownership of user experience
  5. Appendix: Respondent Profiles
    1. Geographic location
    2. Business focus
    3. Job role
    4. Business sector
    5. Type of company
    6. Annual company revenue
    7. Proportion of marketing budget spent on digital
    8. Annual digital marketing budget

Download a copy of the report to learn more.

free sample is available for those who want more detail about what's in the report.


  • Pdf SAMPLE: Australia User Experience Report (1.43 MB PDF)
  • Pdf Disabled Australia User Experience Report (763 KB PDF)

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