New Data Reveals the Top Digital Pain Points Shoppers Experience on Black Friday and Cyber Monday
Nov 2, 2021 | Research

NEW YORK – New data from Glassbox, the leading provider of digital experience analytics for web and mobile applications, uncovered shoppers’ key preferences and frustrations when shopping online on Black Friday and Cyber Monday. The survey, which polled 2,004 US and UK consumers, found that seamless, glitch-free digital experiences are essential to attracting shoppers, gaining sales and earning peak revenue during the holiday mega-sales.
Gone are the days of Black Friday stampedes at big box stores. 70% of Black Friday shoppers shared that they will primarily be shopping online, meaning retailers need to be maintaining a quality customer experience across mobile and web.
UK and American consumers surveyed agreed on the top pain points on digital platforms. Retailers may be able to reduce losses by proactively attending to the following on Black Friday and Cyber Monday:
“Our findings highlight how technical issues on retailers’ digital platforms can affect earnings on the biggest shopping days of the year,” said Yaron Morgenstern, CEO, Glassbox. “The results also demonstrate the growth of consumer e-commerce preferences, which are overtaking in-person retail experiences in popularity. By understanding pain points around major sale days and addressing the needs of their online customers, retailers can prevent cart abandonment, and more importantly, they can create tailored digital experiences that build a loyal, delighted customer base.”
Additional insights from the survey include:
Glassbox currently supports a trillion web and mobile journeys annually for some of the world’s largest retailers. With a focus on digital experience, Glassbox will closely monitor customer pain points and e-commerce trends during upcoming major holiday sales and beyond.
Survey Methodology:
Glassbox’s 2021 Holiday Retail Survey polled over 2,000 individuals over the age of 18 in the United States and United Kingdom. The survey was conducted throughout October 2021 using a third-party survey platform.
Maximize Holiday Shopping Revenues by Understanding Digital Behaviors