Applause, a global digital quality and crowdsourced testing firm, identified more than 3,000 software bugs and user experience issues experienced by retailers, many of which impacted retail revenues during peak shopping periods, according to annual The 2019 Retail Quality Report: Global Insights from the Holiday Shopping Season. Approximately 65 bugs cost retailers more than $60 million in holiday sales.
“These results show retailers aren’t doing enough to meet customer expectations, especially during key junctures of the holiday season,” said Kristin Simonini, vice president of product at Applause. “We see this as a global problem. Retailers aren’t designing digital experiences with customers in mind, and the overall quality of these experiences is lacking. Learning from these mistakes and putting more emphasis on testing will help retailers prepare for peak periods this year.”
Other key findings
