Customer Abandonment Due to Accessibility Barriers
Definition
71% of customers with disabilities leave inaccessible sites immediately, causing churn in digital services reliant on code remediation. This friction excludes users with disabilities, elderly, or temporary impairments, leading to lost loyalty and repeat business. Over 90% do not complain, silently eroding client base.[1][2][3]
Key Findings
- Financial Impact: $15B+ in UK e-commerce alone; scales globally
- Frequency: Daily user interactions
- Root Cause: Poor design modifications and unremediated code issues creating UX barriers like unnavigable forms.
Why This Matters
This pain point represents a significant opportunity for B2B solutions targeting Digital Accessibility Services.
Affected Stakeholders
Customer experience managers, Product owners, Accessibility specialists
Deep Analysis (Premium)
Financial Impact
$100B+ global lost sales from inaccessibility • $15B+ lost revenue from customer churn in digital services • $15B+ sector-wide losses
Current Workarounds
Custom Excel for test results and user sessions • Custom Excel trackers for violation-impact mapping • Email chains and Excel for patient feedback aggregation
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Methodology & Sources
Data collected via OSINT from regulatory filings, industry audits, and verified case studies.
Related Business Risks
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