Following the publication of the Click-Away Pound Report http://www.clickawaypound.com I’ve been reflecting on why website accessibility and usability for disabled people is still an issue after all these years. It is a puzzle to me that 71% of disabled users click-away from sites with access barriers and consequently displace £11.75 B to accessible sites. Why do businesses let that happen? It definitely isn’t good business on any level.
This situation exists despite:
- The Equality Act and its predecessor – the Disability Discrimination Act
- International standards
- Government guidelines
- A British Standard
- Expert guidance and discussions
The traditional business case
It seems to me there are three key aspects to the broader business case:
These three issues are, of course, inter-related but are worth considering individually.
In reality the legal risks of having an inaccessible website are low in the UK. To make a case a customer would need to demonstrate a breach of the Equality Act which affected them personally and this would need to be done in a County or High court which would be expensive and time consuming. No cases in this field have been pursued to their conclusion; the Royal National Institute of Blind People (RNIB) has initiated several cases against businesses with inaccessible sites but the cases were settled out of court, with the organisations involved agreeing to address the issues. The lack of cases coming to court probably explains why the law has had little impact in this area since its introduction (in the form of the Disability Discrimination Act) in 1995, although challenges are always a possibility. Interestingly, in the USA the Americans with Disabilities Act and Section 508 of the Rehabilitation Act of 1973 allows for class actions and the imposition of much higher compensation payments. Even so, the US approach has not delivered a fully accessible web presence.
There are potential PR risks if website accessibility is ignored and this has implications, albeit limited, for loss of reputation. Any business strategy based on customer-focus and inclusivity is quickly undermined by the lack of an inclusive website. Such stories are unlikely to generate significant coverage in mainstream media and result in PR damage unless a legal challenge is mounted, but they do attract attention on social media and generate ’mood music’‘ of negativity about the business’s understanding of the issues which can be damaging to the brand.
Even commercial judgements such as lost or displaced revenue has not driven business to ensure accessible websites; if it had there wouldn’t be this issue. This surely can only mean businesses don’t understand its size and implications.
Clearly this business case has failed to gain traction. What is the reality that business is failing to grasp?
The business issues
Considering the trends identified in the Survey and applying them to the national data is illuminating.
- The most recent ONS estimate of the UK population is 65.11 million in mid-2015 of whom 87.9% (46.47 million) have internet access.
- CAPGemini projected overall UK online spending to be £126 billion by the beginning of 2016 equating to an average spend per head of the UK population with internet access of £2710.
- In 2016, the Office of National Statistics (ONS) estimated there were 8.6 million internet users with a disability in the UK
- This Survey found that 71% of internet users with a disability have access needs; this translates to 6.1 million people
- Taking an average spend per head of £2710, the online spending power of 6.1 million disabled people with access needs in 2016 is £16.55 billion.
- The Survey found that 71% of the total 6.1 million disabled internet users with access needs (4.3 million people) simply click-away when confronted with a problematic website.
- These figures equate to a click-away figure of £11.75 billion lost in 2016 from those sites which are not accessible.
These calculations are extrapolated from the Survey’s findings so care must be taken when considering them. Nevertheless, these figures are so large that even allowing for a significant margin of interpretation they are too large to be ignored.
This assessment is supported by findings from our wider work in this field which indicates that over 70% of websites present significant accessibility and usability barriers to disabled users. This means that over two-thirds of businesses are significantly undermining their own potential online customer base. This spend is not lost but simply moves elsewhere as disabled users with access needs turn to a website which is more user friendly. Two-thirds of online retailers are passing customers and sales to their competitors.
To answer the question ‘Is there really a business case’ I believe the answer is an unequivocal ‘yes’, both nationally and at the level of the individual business. However, business needs to get a better understanding of the bottom line implications and adopt a ‘business as usual’ approach to website accessibility rather than treating it as a ‘nice to do’ or ‘bolt-on’.
A brief look at the numbers in the Click-Away Pound report should be enough to persuade organisations that they are potentially ignoring and excluding a large number of potential customers. Also businesses need to bear in mind that if a disabled shopper clicks away from their site to one of their competitors, they show little inclination to return.
Take a look at the Click-Away Pound report and get an insight into the business issues and how inaccessible websites impact on your business.