Whether you're supporting customers, employees, or end users, their digital experience greatly influences how they feel about your organization. If the experience is slow, confusing, or inconsistent, satisfaction drops. If it’s smooth and reliable, trust grows.
That’s why more teams are turning to Digital Experience Monitoring (DEM). It helps connect the dots between what users see and how they feel, so you can make improvements that move the needle. With the global DEM market projected to grow from $3.9 billion in 2024 to over $9 billion by 2030, embracing digital experience is a strategic priority for businesses that want to provide a great user experience.
The Cost of a Poor Digital Experience
The connection between digital performance and customer behavior is clearer than ever, and the costs of getting it wrong can be steep.
Studies show that 53% of users will abandon a website if it takes more than three seconds to load, and 67% will leave a platform entirely due to poor digital experiences. That means every lag, error, or confusing interaction has the potential to directly impact customer satisfaction, brand perception, and ultimately, revenue.
It’s not just about speed for users; it’s about consistency, reliability, and how intuitive the experience feels across different devices and regions. And it’s why monitoring uptime alone doesn’t give you the full picture.
DEM provides that critical outside-in view. By tracking real user sessions, load times, device and browser behavior, and regional performance, DEM helps you:
- Pinpoint exactly where users encounter friction
- Understand how performance issues affect satisfaction and behavior
- Prioritize changes that reduce frustration and improve experience
By linking digital experience data to business outcomes, DEM gives you the context to act where it matters most—not just to keep systems running but to keep users coming back.
DEM: Your Guide to the User Journey
Every user interaction tells a story. With DEM, you can follow that story across devices, browsers, locations, and even network conditions. You can pinpoint moments where frustration builds, like a slow-loading page or a multi-step form that never completes.
This visibility helps you:
- Understand how users move through your application or site
- Identify patterns in behavior that signal satisfaction or churn
- Detect performance issues that analytics tools alone might miss
Most importantly, it brings empathy into performance monitoring. You’re not just seeing data points, you’re seeing the experience through your users' eyes.
And when customer satisfaction is the goal, that kind of perspective is essential.
Turning Experience Data Into Action
The real power of DEM is in helping you make informed, strategic decisions.
With DEM, your teams can:
- Prioritize fixes based on impact: Not all issues are equal. DEM highlights which slowdowns or bugs affect most users.
- Correlate experience with outcomes: See how changes to performance impact conversion rates, task completion, or satisfaction scores.
- Benchmark and improve: Track improvements over time and measure the real impact of performance investments.
Instead of reacting to complaints or waiting for support tickets to pile up, you can proactively shape better experiences.
And better experiences lead to higher satisfaction, increased loyalty, and ultimately, stronger revenue.
From Insight to Growth
Customer satisfaction is often seen as a support metric and a leading indicator of business performance. Users with a smooth digital experience are more likely to complete tasks, trust your platform, and stay loyal over time. According to the XM Institute, organizations that improve customer experience can see a 37% increase in customer spending and a 23% boost in loyalty when digital friction is minimized. But improving satisfaction requires more than just monitoring uptime or fixing bugs as they appear.
This is where DEM provides real value. By showing how digital performance connects to user behavior, DEM helps you:
- Understand which parts of the experience impact user satisfaction the most, whether it’s a slow-loading page, poor mobile responsiveness, or errors during checkout.
- Identify how performance correlates with business KPIs like conversion rate, task completion, or engagement.
- Spot trends early by tracking satisfaction-related signals, such as session abandonment, increased retries, or extended dwell times on error states.
These insights help teams focus on improvements that optimize performance and improve users' feelings about using your service. Consistently improving the user experience builds the foundation for long-term growth.
How SolarWinds Observability SaaS Helps
With SolarWinds® Observability SaaS, DEM isn’t a separate tool or an afterthought; it’s fully integrated into the platform. That means you can connect front-end user experience with back-end system performance, all in one place.
Here’s what that looks like in practice:
- Real User Monitoring (RUM): Capture actual user sessions across web and mobile applications to understand how performance varies by location, device, browser, or network.
- Synthetic Monitoring: Simulate user interactions from key geographies to test performance and availability before users encounter issues proactively.
- User Journey Mapping: Track how users move through your site or app, identify where they drop off, and see how delays or errors affect their progress.
- Correlated Insights: Link user-facing problems directly to backend issues like database slowdowns, service outages, or code errors using built-in APM, logs, and infrastructure monitoring.
Because it’s part of the same observability built on the SolarWinds Platform, DEM with SolarWinds removes the silos between teams. DevOps, SREs, product managers, and support teams can all work from the same data and insights, helping everyone understand what’s happening and where to focus their efforts.
With flexible dashboards, customizable alerts, and intuitive visualizations, SolarWinds Observability helps you:
- Reduce mean time to resolution (MTTR) by pinpointing root causes faster
- Prioritize fixes that impact the user experience most
- Continuously improve performance across digital services
Whether you're supporting a complex application stack, hybrid infrastructure, or a distributed user base, SolarWinds Observability SaaS gives you the visibility and context to keep digital experiences running smoothly and users satisfied.
Build Better Experiences That Drive Results
If you're aiming to improve customer satisfaction and boost revenue, start by improving the digital experience. And to do that, you need visibility into what users actually see and feel.
DEM gives you that clarity. It helps you go from assumptions to answers, and from issues to improvements that matter.
Because when you understand the user experience, you’re better equipped to deliver one that builds loyalty and drives growth.
Explore how DEM in SolarWinds Observability SaaS can help your team improve satisfaction and performance from a single platform.
