Poor search is costing revenue: The impact of GenAI on Australian shoppers
Blog post from Elastic
New research from Elastic Australia highlights how inadequate website search experiences are leading to significant revenue losses for businesses, as 72% of shoppers abandon brands due to poor search functionality. The rise of generative AI has set higher expectations, with 62% of consumers demanding natural language capabilities in search bars, and when these expectations are not met, 78% of frustrated users are redirected to competitors. This study underscores the importance of AI-driven search systems to maintain customer loyalty and prevent revenue loss, as consumers are increasingly willing to pay more on competitor sites to avoid poor search experiences. Additionally, the findings reveal that even a single failed search can cause 11% of consumers to permanently abandon a brand, illustrating the critical role of search as not just a utility but a strategic revenue driver in the digital age.
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