42244 1 3 econsultancy_xml <p>Other highlights from the survey:</p> <p> <strong>Customer service</strong> </p> <ul> <li>Customer service is clealy an area for improvement - 43% of adults who have transaction problems contact customer service centres but only 47% had their issues resolved. <br /><br /></li> <li>Of those that experienced poor customer service 40% would not buy anything from the company again. <br /><br /></li> <li>88%  were not prepared to accept lower levels of customer service online than they would receive offline. <br /></li> </ul> <p> <strong>Security issues</strong> </p> <ul> <li>Transaction problems are likely to dent consumer confidence in the security of the e-commerce sites. <br /><br /></li> <li>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. <br /></li> </ul> <p>Tealeaf conducted the same survey on US web users in September, and the results are broadly similar, with <a href="/blog/1757-site-problems-cause-customers-to-flee">nine out of ten US consumers experiencing transaction problems</a>. </p> <p>US web users seem to be less tolerant than their UK counterparts though - 52% would stop shopping with an etailer after experiencing problems, compared with 40% of UK users. </p> <p> <strong>Related stories:</strong> <br /> <a href="/blog/1459-why-do-customers-abandon-the-checkout-process">Why do customers abandon the checkout process?</a> <br /> <br /> <strong>Related research:</strong> <br /> <a href="http://econsultancy.com/reports/online-retail-user-experience-benchmarks-2006">Online Retail User Experience Benchmarks </a> </p> <FormattedContent xmlns="http://www.e-consultancy.com/schema/formattedContent/"> <Paragraph>Other highlights from the survey:</Paragraph> <Paragraph> <Emphasis>Customer service</Emphasis> </Paragraph> <List Type="Disc"> <ListItem>Customer service is clealy an area for improvement - 43% of adults who have transaction problems contact customer service centres but only 47% had their issues resolved. <LineBreak /><LineBreak /></ListItem> <ListItem>Of those that experienced poor customer service 40% would not buy anything from the company again. <LineBreak /><LineBreak /></ListItem> <ListItem>88%  were not prepared to accept lower levels of customer service online than they would receive offline. <LineBreak /></ListItem> </List> <Paragraph> <Emphasis>Security issues</Emphasis> </Paragraph> <List Type="Disc"> <ListItem>Transaction problems are likely to dent consumer confidence in the security of the e-commerce sites. <LineBreak /><LineBreak /></ListItem> <ListItem>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. <LineBreak /></ListItem> </List> <Paragraph>Tealeaf conducted the same survey on US web users in September, and the results are broadly similar, with <Link URL="/blog/1757-site-problems-cause-customers-to-flee" Window="Self">nine out of ten US consumers experiencing transaction problems</Link>. </Paragraph> <Paragraph>US web users seem to be less tolerant than their UK counterparts though - 52% would stop shopping with an etailer after experiencing problems, compared with 40% of UK users. </Paragraph> <Paragraph> <Emphasis>Related stories:</Emphasis> <LineBreak /> <Link URL="/blog/1459-why-do-customers-abandon-the-checkout-process" Window="Self">Why do customers abandon the checkout process?</Link> <LineBreak /> <LineBreak /> <Emphasis>Related research:</Emphasis> <LineBreak /> <Link URL="http://econsultancy.com/reports/online-retail-user-experience-benchmarks-2006" Window="Self">Online Retail User Experience Benchmarks </Link> </Paragraph> </FormattedContent> 2007-11-07T10:33:00+00:00 1 1 econsultancy_xml <p> <strong>Almost nine out of ten British web shoppers experience difficulties when purchasing online, while etailers compound these problems with poor customer service, according to a new survey.</strong> </p> <p>The survey of 2,118 UK adults, conducted by Harris Interactive for Tealeaf, found that many (37%) customers were likely to abandon transactions if they experienced problems.</p> <FormattedContent xmlns="http://www.e-consultancy.com/schema/formattedContent/"> <Paragraph> <Emphasis>Almost nine out of ten British web shoppers experience difficulties when purchasing online, while etailers compound these problems with poor customer service, according to a new survey.</Emphasis> </Paragraph> <Paragraph>The survey of 2,118 UK adults, conducted by Harris Interactive for Tealeaf, found that many (37%) customers were likely to abandon transactions if they experienced problems.</Paragraph> </FormattedContent> false 1914 364539 Majority of online shoppers experience transaction problems false 2007-11-07T11:53:00+00:00 majority-of-online-shoppers-experience-transaction-problems 2009-04-28T23:01:04+01:00 2009-04-28T23:01:04+01:00 742