6683 0 3 econsultancy_xml <p>Conducted for <a href="http://www.tealeaf.com/news/press_releases/2007/0917.asp">Tealeaf</a>, the research discovered two ‘waves of abandonment’ by consumers – one when transactions failed and the second when they received an unsatisfactory level of service after contacting the company. </p> <p>It focused on retail, banking, travel and insurance websites and interviewed 2,430 consumers. </p> <p>According to the poll, over half (53%) of respondents that hit difficulties online would contact customer service. But of those, 49% said they did not have their issue resolved. </p> <p>Also, 52% of respondents that had a bad experience with an etailer’s contact centre after hitting a snag online had stopped doing business with the company altogether.</p> <p>According to <a href="http://www.pcworld.com/article/id,137284-c,markettrends/article.html">PC World</a>, respondents cited the following as the main site problems they had experienced: </p> <ul> <li>Received error messages (34%) <br /><br /></li> <li>Problems navigating the site (37%) <br /><br /></li> <li>Problems logging into the site (30%)<br /><br /></li> <li>Received insufficient, incorrect or confusing information (29%) <br /><br /></li> <li>Endless loops that block transactions (22%)<br /><br /></li> <li>A search function that didn't work right (21%) <br /><br /></li> <li>Automatically booted off the page (20%) </li> </ul> <p> <strong>Related stories: </strong> <a href="/blog/1747-northern-rock-website-struggles-to-cope-with-strain">Northern Rock website struggles to cope with strain</a> </p> <p> <strong>Related research: </strong> <a href="http://econsultancy.com/reports/usability-and-user-experience-report-2007">Usability and User Experience Report 2007</a> </p> <FormattedContent xmlns="http://www.e-consultancy.com/schema/formattedContent/"> <Paragraph>Conducted for <Link URL="http://www.tealeaf.com/news/press_releases/2007/0917.asp" Window="Self">Tealeaf</Link>, the research discovered two ‘waves of abandonment’ by consumers – one when transactions failed and the second when they received an unsatisfactory level of service after contacting the company. </Paragraph> <Paragraph>It focused on retail, banking, travel and insurance websites and interviewed 2,430 consumers. </Paragraph> <Paragraph>According to the poll, over half (53%) of respondents that hit difficulties online would contact customer service. But of those, 49% said they did not have their issue resolved. </Paragraph> <Paragraph>Also, 52% of respondents that had a bad experience with an etailer’s contact centre after hitting a snag online had stopped doing business with the company altogether.</Paragraph> <Paragraph>According to <Link URL="http://www.pcworld.com/article/id,137284-c,markettrends/article.html" Window="Self">PC World</Link>, respondents cited the following as the main site problems they had experienced: </Paragraph> <List Type="Disc"> <ListItem>Received error messages (34%) <LineBreak /><LineBreak /></ListItem> <ListItem>Problems navigating the site (37%) <LineBreak /><LineBreak /></ListItem> <ListItem>Problems logging into the site (30%)<LineBreak /><LineBreak /></ListItem> <ListItem>Received insufficient, incorrect or confusing information (29%) <LineBreak /><LineBreak /></ListItem> <ListItem>Endless loops that block transactions (22%)<LineBreak /><LineBreak /></ListItem> <ListItem>A search function that didn't work right (21%) <LineBreak /><LineBreak /></ListItem> <ListItem>Automatically booted off the page (20%) </ListItem> </List> <Paragraph> <Emphasis>Related stories: </Emphasis> <Link URL="/blog/1747-northern-rock-website-struggles-to-cope-with-strain" Window="Self">Northern Rock website struggles to cope with strain</Link> </Paragraph> <Paragraph> <Emphasis>Related research: </Emphasis> <Link URL="http://econsultancy.com/reports/usability-and-user-experience-report-2007" Window="Self">Usability and User Experience Report 2007</Link> </Paragraph> </FormattedContent> 2007-09-19T10:16:00+01:00 0 1 econsultancy_xml <p> <strong>More evidence of the effect poorly functioning websites can have on etailers’ customer relations – this time from a poll of US consumers by Harris Interactive.</strong> </p> <p>The survey found almost nine out ten respondents have experienced problems when making a transaction online, and 42% of those that have defected to a rival or abandoned the process.</p> <FormattedContent xmlns="http://www.e-consultancy.com/schema/formattedContent/"> <Paragraph> <Emphasis>More evidence of the effect poorly functioning websites can have on etailers’ customer relations – this time from a poll of US consumers by Harris Interactive.</Emphasis> </Paragraph> <Paragraph>The survey found almost nine out ten respondents have experienced problems when making a transaction online, and 42% of those that have defected to a rival or abandoned the process.</Paragraph> </FormattedContent> false 1757 364250 Site problems cause customers to flee false 2007-09-19T10:16:00+01:00 site-problems-cause-customers-to-flee 2009-04-29T16:22:33+01:00 2009-04-29T16:22:33+01:00 419