How Digital Accessibility Features Enhance Customer Loyalty and Drive Retailer Profits

A recent report from Software Advice reveals a significant gap between the digital accessibility best practices and the reality of most retail websites. The Digital Accessibility Survey, which surveyed over 2,500 global ecommerce professionals, found that while some accessibility features, such as dark mode and voice-to-text, have become widely adopted, crucial features for users with disabilities are still often overlooked. This not only presents legal risks but also represents a missed opportunity for businesses.

“By neglecting digital accessibility, retailers are missing out on a substantial and loyal customer base.”

The survey highlights that 60% of retailers who have integrated digital accessibility features have experienced increased customer loyalty, and 37% of these businesses have seen higher revenues or conversion rates. Making websites and apps more accessible doesn’t just benefit people with disabilities—it improves the overall user experience, boosting customer satisfaction and retention across the board.

Despite these benefits, only 34% of retailers are using a combination of in-house and outsourced resources to enhance digital accessibility. The risks for businesses are high: more than half of retailers believe they could lose customers within the next 12 months if they fail to improve their digital accessibility efforts.

Retailers that are focused on accessibility are measuring success using key performance indicators (KPIs) like customer feedback, site traffic, and help desk metrics. These insights are essential to gauge the effectiveness of accessibility improvements and determine their ROI.

“Digital accessibility is not just about legal compliance—it’s about tapping into a massive, loyal audience. Over a billion people with disabilities worldwide rely on online shopping,” said Molly Burke, senior retail analyst at Software Advice. “Retailers are missing out on this valuable customer base by ignoring digital accessibility.”

Consumers, especially younger generations, are increasingly supporting brands that prioritize social responsibility, including accessibility. Failing to meet these expectations could harm a retailer’s reputation. Investing in digital accessibility upfront can avoid costly retroactive fixes and protect brands from public backlash.

For retailers looking to enhance their digital accessibility, key areas to focus on include improving product information, site navigation, customer service, and payment processing. Adhering to the Web Content Accessibility Guidelines (WCAG) can help ensure websites and apps are inclusive for all users.

“Neglecting digital accessibility isn’t just a missed revenue opportunity; it’s also a failure to support an inclusive society. Retailers committed to improving accessibility can unlock both business and social benefits,” Burke added.

For a deeper look into the survey’s findings, expert analysis, and practical recommendations for implementing digital accessibility, visit Software Advice for the full report.

About Software Advice

Software Advice is dedicated to simplifying the software-buying process. Through personalized guidance and trusted insights, industry experts help businesses find the best software for their needs, quickly and easily. Since its inception in 2005, Software Advice has provided over 1 million software recommendations and features over 2 million verified user reviews to support informed technology decisions.

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