7 November 2007
Survey shows that almost nine out of ten British web shoppers experience difficulties when purchasing online.
The survey conducted by Harris Interactive for Tealeaf, found that many (37%) customers were likely to abandon transactions if they experienced problems.
2,118 UK adults took part in the survey answering questions about the experience they had whilst shopping online.
The survey highlighted that customer service and security issues are definite areas where improvement needs to be made.
43% of adults who have transaction problems contact customer service centres but only 47% of those had their issues resolved and 40% would not buy anything from the company again. Furthermore over three quarters of the people asked were not prepared to accept lower levels of customer service online than they would receive offline.
Transaction problems are also likely to dent consumer confidence in the security of the e-commerce sites. According to the survey 32% of respondents felt that security was a big concern for them, and 40% of those who have encountered problems said that this would make them question the company's ability to keep their information secure.
Tealeaf conducted the same survey on US web users in September, and the results were very similar with nine out ten US consumers experiencing transaction problems.
US web users seem to be less tolerant than UK consumers - 52% would stop shopping with online retailers after experiencing problems, compared with 40% of UK users.
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