Actual Experience research quantifies cost of 'poor digital quality' in business
Analytics-as-a-service company Actual Experience published a white paper detailing the potential significant cost to businesses of “poor digital quality" on Monday, entitled ‘The Economic Consequences of an Unmeasured and Unmanaged Digital Business’.
The AIM-traded firm said that the key findings of its research included that on average, between 1.4% and 8.4% of a company's fully loaded wage costs were being wasted due to what it termed “poor digital quality”.
For an average FTSE 100 company, that equated to between £55m and £334m lost per year.
“Having spent a decade analysing millions of data points across multiple digital supply chains, we have built up a concerning picture regarding the true financial cost of poor digital productivity,” said Actual Experience chief executive officer Dave Page.
“If businesses are relying on digital solutions to deliver their services, they need to understand the human experience - what it is really like to use these solutions day to day.”
Page said many businesses had spent millions on the most innovative technologies, but the reality was they were costing the business “just as much” in wasted time.
“Employee frustration with these solutions shouldn't be ignored, it's making it harder and harder to do their jobs.”