User expectations have soared in the app-driven economy. People tend to compare companies less against competitors than against their own notion of an ideal experience. Companies no longer have the luxury to turn a blind eye to any disconnect between how their products act and what users really want. They must deliver a delightful, problem-free experience or users will find it somewhere else in the growing digital universe.
As companies race to reach the ever-rising bar of customer expectations, the traditional methods they have used to assess the quality, usability and relevance of their offerings are no longer good enough.
http://customerthink.com/a-company-wide-customer-first-obsession-a-must-have-not-an-option/
We began researching ecommerce websites back in the year 2000, during the dot-com bubble. Since then, we have continued to research ecommerce usability and the customer experience.
For the fourth edition of our Ecommerce User Experience report series, a team of 7 NN/g researchers conducted a large-scale, lab-based usability study including 63 defined test activities across 49 unique business-to-consumer (B2C) ecommerce websites. A total of 16 users participated, and each was given a subset of the 63 test tasks. In addition to this large, lab-based study, researchers also conducted many smaller, more targeted research studies in order to update and evolve each of the 11 topical ecommerce reports included in the Ecommerce User Experience report series.
https://www.nngroup.com/articles/ecommerce-expectations/
