Study exposes negative ecommerce experiences
Nearly nine out of ten consumers have experienced problems when making purchases online, according to a new study.
The Harris Interactive research revealed that 37 per cent of customers found websites difficult to navigate, 34 per cent of people had received error messages and 29 per cent felt they had been given insufficient or incorrect information.
Other bugbears included endless loops that block transactions (22 per cent), search functions that do not work properly (21 per cent) and being automatically logged off the page (20 per cent).
The findings suggest companies should make ecommerce website design a priority - 42 per cent of those who faced such difficulties either switched to a competitor or abandoned the transaction altogether.
Nor was customer service rated highly. Some 49 per cent of those who had been in touch with customer services said that their complaint had never been resolved and 68 per cent were convinced that the person they spoke to knew nothing about the website.
For information on ecommerce technology click here.
Useful Links:
