Survey: Digital accessibility drives growth, revenue & innovation
New research indicates a strong link between digital accessibility practices and positive business outcomes, with more organisations viewing accessibility as a factor in growth and revenue.
Accessibility benefits
According to a survey of more than 1,600 professionals in the United States, United Kingdom and Europe, the majority of respondents said digital accessibility programmes have contributed to user experience (91%), customer satisfaction (90%) and brand reputation (88%). Other cited benefits include reduced legal risk (86%), competitive advantage (89%) and increased revenue (75%).
"Businesses now see accessibility as much more than a compliance box-checking exercise. There is a recognition that accessibility, when treated as a strategic priority, has the potential to drive innovation, enhance brand perception, and deliver tangible financial returns," said Tresilian (Sil) Segal, Chief Marketing Officer, Level Access.
Investment trends
The report showed ongoing investment in accessibility programmes, with 77% of organisations having three core components in place: a formal digital accessibility policy, dedicated accountability within the organisation, and a specific budget for accessibility initiatives. More than two thirds (68%) indicated plans to maintain or increase spending on digital accessibility in the coming year.
Adoption of artificial intelligence solutions is also on the rise in this context. Over 80% of organisations surveyed now use AI tools within their accessibility strategies. Those with mature accessibility programmes-defined by having a policy, accountability, and a budget-were 57% more likely to implement AI-based solutions.
Maturity gaps
The study highlighted gaps in the accessibility maturity of some organisations. Only 28% of respondents said their organisations address accessibility during the planning stage of digital projects, with just 27% doing so in the design phase. Many continue to raise accessibility issues later in the development process, reducing the impact of their efforts.
"Executives are committed to accessibility, at a strategic level, yet many teams remain stuck solving technical issues downstream. They still lack the time, tools, and guidance to innovate with disabled users in mind. Accessibility must be prioritised at the start of the digital development life cycle-not just to reduce risk, but to unlock inclusive innovation and ensure organisations can deliver on their promises," said Corbb O'Connor, Director of Accessibility Advocacy, Level Access.
Legal concerns
Legal risk remains a significant issue, particularly for public sector organisations. In the US, 80% of those in the public sector felt exposed to legal or regulatory risk over accessibility in the coming year, compared to 59% across all respondents. Nearly half attributed their legal vulnerability to a lack of defined processes supporting digital accessibility.
Role of leadership
Strong leadership commitment was linked to improved outcomes. Respondents who identified highly supportive leadership teams were almost seven times more likely to report improved revenue from accessibility efforts. Effective training also made a difference; those with highly effective accessibility training were more than twice as likely to approach accessibility proactively.
"This year's findings reinforce what we've observed across the global business community: organisations that prioritise empowering their workforce with accessibility knowledge and skills unlock measurable business benefits, including improved customer experience," said Christopher M. Lee, PhD, CEO, G3ict.
