Case Study: Hotel Chocolat improves UX and lowers bounce rates with Contentsquare

3 UX issues Hotel Chocolat fixed using Contentsquare

Hotel Chocolat, the U.K.’s premier luxury chocolate brand, used Contentsquare to help its small digital team uncover and prioritize key UX and ecommerce issues. The team found that customers were struggling to buy a popular product, blog pages had very high bounce rates, and the “Contact Us” form was confusing and hard to complete.

Using Contentsquare’s Experience Intelligence platform, Journey Analysis, Heatmaps, frustration score, Session Replay, and Impact Quantification, Hotel Chocolat fixed rage clicks on product pages, added quick links from blogs to high-converting PLPs, and improved the contact form with clearer contrast, steps, and FAQs. As a result, Contentsquare helped reduce the “missed opportunity” score to zero, lower blog bounce rates, increase AOV from SEO traffic, and improve self-service on the Contact Us page.

Hotel Chocolat

Daniel Jinkerson

Ecommerce Assistant