REBA Technology Survey 2017/18: User experience is crucial when selecting a supplier
The survey involved a poll of more than 200 reward and employee benefit specialists conducted by the Reward & Employee Benefits Association (REBA) in association with JLT Employee Benefits.
The results showed that user experience was the top consideration for those surveyed, outranking other options such as price, although price came close behind. Nearly seven in ten (68.7%) of those surveyed said that user experience was in their top three selection criteria, compared to 60.8% who said price was in their top three.
The study also showed that a desire to improve the user experience was the top reason for planned changes to reward technology platforms, with nearly three-quarters (72.9%) of those surveyed citing it - the highest of all the options.
“A poor user experience just isn’t tolerated when it comes to technology,” said Debi O’Donovan, director at REBA. “Ease of use is key and problems around anything from buggy software to sites that are hard to navigate simply won’t sit well with users.
"The fact that our study also showed that user experience was the biggest influencing factor with regards to planned changes in platform is a reinforcer of this,” she said.
Download the REBA Technology Survey 2017/18 in full.
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