Market Data

User Experience Survey Report

By Econsultancy,


The User Experience Survey Report, conducted by Econsultancy in association with WhatUsersDo, is based on a survey of more than 1,400 professionals working for brands, agencies and specialist user experience firms. The research looks at the approaches taken by companies and agencies, and the challenges and barriers they face. The report also covers the extent, aspects and methods of user experience testing currently being carried out.

About this report

This year's study reveals a disconnect between the desire to improve user experience and the actions that brands and agencies are actually taking.

The 51-page report contains insight from leading figures within the field of user experience and digital marketing, including:

  • Ashley Friedlein, CEO, Econsultancy
  • Chris Gibbins, Head of User Experience, RedEye
  • Chris Ramsbottom, Mobile Product Manager, BSkyB
  • Chris Rourke, Managing Director, User Vision
  • Derek Eccleston, Commercial Director, eDigitalResearch
  • Jon Dodd, CEO and Co-founder, Bunnyfoot
  • Paul Rouke, Head of Usability and Conversion, PRWD
  • Sarah Chambers, Site Operations and Development Manager, Radley and Co
  • Simon King, Founder and Director, Origin Experience Design
  • Tom Wood, Partner, Foolproof

The report findings include the following sections:

  • Commitment to user experience from companies and agencies
  • Benefits of improved user experience
  • Internal organisation of user experience
  • Decision making and senior management understanding of user experience
  • Barriers to user experience
  • Extent of user experience testing
  • Return on investment for user experience testing
  • Aspects and methods of user experience testing
  • Budgets for user experience testing

Highlights from the findings include:

  • Nearly eight out of 10 (78%) client-side respondents stated that their company was 'extremely' or 'quite' committed to delivering the best online user experience.
  • More than nine out of 10 (95%) agreed with the statement that 'good user experience just makes sense'.
  • Only 55% of companies are currently conducting any online user experience testing.
  • Nearly three quarters (73%) of companies currently not conducting user experience testing will be doing so in the next 12 months.

The presentation given at the report launch event is also available to download.

Table of contents

  1. Executive summary and highlights
  2. Foreword by WhatUsersDo
    1. About Econsultancy
    2. About WhatUsersDo
  3. Methodology
  4. Findings
    1. Approach to user experience
      1. Commitment
      2. Benefits of user experience
      3. Rating of user experience
      4. Internal organisation of user experience
      5. Decision making and senior management understanding
      6. Measuring user experience
      7. Barriers to improving user experience
      8. Opinions on user experience
    2. Testing
      1. Extent of testing
      2. Return on investment
      3. Aspects and methods of testing
      4. Objections to user experience testing
      5. Budgets for testing
    3. Mobile devices
  5. Appendix

Download a copy of the report to learn more.

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


  • Pdf SAMPLE: User Experience Survey Report (852 KB PDF)
  • Pdf Disabled User Experience Survey Report (2.32 MB PDF)
  • Pdf Disabled Presentation: User Experience Survey Report (1.92 MB PDF)

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