Survey Methodology This survey was conducted online within the United States by Harris Interactive on behalf of EffectiveUI from October 28-30, 2013 among 2,016 adults ages 18 and older. This online survey is not based on a probability sample and therefore no estimate of theoretical sampling error can be calculated. For complete survey methodology, including weighting variables, please contact Jill Petersen, 206-683-5225. 87 percent of people say that a frustrating digital experience leads to at least a somewhat negative perception about that brand. % 87 This frustration has huge implications on a brand. BRAND PERCEPTION more communicating with friends & family % 6 more communicating with friends & family % 6 more reading % 7 more reading % 7 more watching television shows % 9 more watching television shows % 9 more banking % 9 more banking % 9 more shopping % 12 more shopping % 12 more handling of insurance needs % 13 On average, people would do more of the following activities if they were easier. PEOPLE SAY THEY WANT EASIER DIGITAL EXPERIENCES of the time % 25 Frustration level mobile device owners have been frustrated with apps % 72 of the time % 23 Frustration level have been frustrated with websites % 93 USABILITY PROBLEMS LEAD TO FRUSTRATION Only 15 percent of people think technology has made their life more complicated. neutral / less complicated neutral / less complicated % 85 % 85 Frustrating Digital Experiences Lead to Negative Brand Perception While technology and quick access to information is making life easier, people also say that the digital experience is becoming more frustrating.