THE VALUE OF THE HIJACKED CUSTOMER SEGMENT
Our consumer session data shows that hijacked visitors are more active online and therefore more frequently download free software, extensions, and apps that are bundled with ad injection software. When blocking ad injections for hijacked visitors in the marketplace industry, we can see that the recovered segment (those who were hijacked) are 63% more likely to convert when compared to the unaffected segment (those who were not not hijacked).
Before diving into your industry, here’s a high-level view of hijacking rates across industries in 2020:
THE IMPACT ON MARKETPLACE IN 2020
As retailers transition from brick-and-mortar to online, online shopping has steadily grown year over year. But the impact of COVID-19 has accelerated eCommerce traffic and sales in 2020 even more, in record-breaking fashion. Retailers needed to adjust to this new reality, as the competition for online customers has increased as well. This makes optimizing the customer experience online and preventing disruptions that harm conversions and revenue even more crucial.
To give you a full view of the scale and impact of Customer Journey Hijacking, this report will break down hijacking rates and the impact on conversion for marketplace retailers in 2020 to date.
TOTAL 2020 HIJACKING RATE FOR THE INDUSTRY
Now let’s zoom in on the scale of Customer Journey Hijacking in the marketplace industry. In 2020, our consumer session data for clients worldwide shows that 23.67% of all visitor sessions to marketplace retail sites are exposed to unauthorized ad injections.
NOTABLE MARKETS IN NORTH AMERICA & EUROPE
Looking at hijacking rates specifically in notable European and North American markets, we can see that approximately 1 in 4 visitors are subjected to unauthorized ad injections when visiting a marketplace retail site:
2020 Hijacking Rates by Country
(notable European and North American markets)
HOW DO THESE HIJACKING RATES COMPARE TO OTHER INDUSTRIES?
Here’s how the percentage of hijacked visitors to marketplace websites compares to other industries in 2020:
Hijacking Rates by Site Section
HIJACKING RATES COMPARED ACROSS DEVICES
Our data shows that hijacked visitors have higher shopping intent and therefore have higher conversion rates, across devices.