2025 State of Product Experience Report

Third annual study of consumer perceptions of e-commerce product information and imagery highlights the continually increasing importance of accurate and accessible content in delivering a successful product experience that converts browsers to buyers

CHICAGO, IL
June 11, 2025

Syndigo, a global leader in end-to-end Product Experience Management (PXM) solutions, today released its third annual consumer study of brand perceptions based on online product listings and in-store merchandising. The 2025 State of Product Experience report revealed that three in four (75%) consumers form negative opinions about a brand if they encounter incomplete or inaccurate product information online, up from 62% in 2023 and 73% in 2024. This finding underscores the continued growing importance of digital product representation in shaping consumer perceptions and trust.

The report, which surveyed over 8,500 consumers globally on buying behavior, customer experience, and brand affinity, highlights the critical role of accurate and accessible product information, both online and in stores. And as consumers increasingly rely on digital channels to research and purchase products, the quality of online content becomes a key differentiator in the competitive retail landscape. Other sales-blocking outcomes due to poor content quality included:

• 44% of consumers abandoned a purchase due to insufficient product information
• 34% were disappointed by a purchase when it didn’t meet expectations set by product content
• 21% returned a product when it didn’t meet expectations set by product content 

“We know that incomplete product content can have a significant negative impact on brand performance.  This information is critical in the shopper’s decision-making and trust,” said Simon Angove, Syndigo CEO. “The importance of accurate and timely information throughout the product experience is critical to brands and retailers at the digital shelf and the physical point of sale.”

The study found that there was a positive correlation to accurate product information as well. When a product listing has information that is complete and accurate, consumers notice—and respond positively. The report uncovered a strong positive correlation (75% of shoppers globally) between the availability of product information and shoppers’ likelihood of repeat visits.

“Shoppers may be cautious to buy items that aren’t well-represented online; however, when companies prioritize delivering rich, high-quality content online, they can elevate consumers’ product experiences, build brand loyalty, and drive more sales at the critical point of purchasing decision,” noted Angove.

Syndigo’s Product Experience Cloud platform helps its brand and retail customers ensure their product information stays consistent throughout the commerce ecosystem. For example, one healthcare brand was able to ensure consistency across their syndication partners while adding rich media content that delivered a 13% increase in shopper engagement and conversion. Another grocery retailer customer was able to ensure accurate product information across more than 100,000 of their e-commerce products, leading to a 12% year-over-year increase in sales.

The 2025 State of Product Experience study includes expanded data from Latin America, with consumers in Brazil and Mexico adding to respondents surveyed in the US, UK, France, and Germany. And while many consumer responses were consistent across the world, a few interesting insights were revealed at the local level:

• In Latin America, consumers report they are ‘much more likely’ to return to brands and stores with readily available product information (Brazil 59%, Mexico 45%) at a much higher rate than the global average (28%).
• Consumers in France (85%) were the most likely to reduce their consideration of a brand when products lacked comprehensive online representation, while German shoppers showed the lowest likelihood (65%) globally.
• US shoppers generally reported a higher rate of dissatisfaction compared to the global total, with 31% returning a product because it did not meet their expectations based on information available online (global total 21%).   

Download the full State of Product Experience report here and register here to join Syndigo executives for a webinar exploring insights from the 2025 State of Product Experience report on June 24 at 12pm ET / 9am PT.

Über Syndigo 

Syndigo ist weltweit führend im Product Experience Management (PXM) und bietet KI-native Commerce-Datenlösungen, die die versteckten Ineffizienzen hinter Produkten auf einer End-to-End-Plattform beseitigen. Dank einer erstklassigen, vollständig integrierten PXM-Lösung, die Master Data Management, Product Information Management, Core Syndication, Enhanced Content und Digital Shelf Analytics umfasst, vertrauen Kunden darauf, dass Syndigo Produkt- und Geschäftsdaten zentralisiert, nahtlos mit Händlern, Lieferanten und Partnern zusammenarbeitet und Produkterlebnisse in Echtzeit optimiert, um Wachstum und Kundenbindung zu fördern. Unsere umfassenden und kombinierbaren Lösungen sind flexibel, erweiterbar und lassen sich problemlos in bestehende Technologie-Stacks integrieren.

Syndigo betreut über 12.000 globale Unternehmen in Schlüsselbranchen wie Lebensmittel und Getränke, Konsumgüter, Lebensmittelhandel, Gastronomie, Gesundheit und Schönheit, Baumarkt und Heimwerkerbedarf, Unterhaltungselektronik, Automobil und Bekleidung. Weitere Informationen finden Sie unter www.syndigo.com .