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A new survey finds that, though many people feel that e-commerce makes their lives easier, many still have trust issues, especially in the case of online banking.

Standard Life Healthcare surveyed 1,021 UK adults about their attitudes towards using the web for e-commerce and financial services.

Highlights from the survey:


  • 59% of people prefer to contact financial companies by phone, while just 18% prefer to manage their finances online.
  • People are clearly concerned about the security of financial transactions online – the poll finds that 68% trust the telephone as the most secure method of conducting financial affairs, while just 28% trust websites for finance.

Trust and ecommerce

  • 30% of people who buy over the internet always read terms and conditions before buying something, while 28% do so only occasionally. For those that don’t, trust in the brand is the main reason.
  • 79% of people say that e-commerce has made their lives easier, a view which is mainly held amongst those under 35. 65% of over 65s also say it has made their lives easier.

Customer service

  • Though the internet has given us more ways to contact companies, 37% people prefer to make a complaint to a retailer in person, while 37% would do this by phone. Just 10% would try to resolve an issue via email.

This is an area many firms could improve upon. Offering customers an effective way of resolving issues via email can help the customer avoid the hassle of making phone calls, as well as saving contatct centre costs.

The problem is, many companies simply take too long to respond to customer emails, forcing them to phone or use other methods instead. A recent survey found that customers often face a 2-3 day wait for for emails to be dealt with.

Related stories:
Establishing trust in the buying process
Online banking fraud falls - APACS 

Graham Charlton

Published 5 October, 2007 by Graham Charlton

Graham Charlton is the former Editor-in-Chief at Econsultancy. Follow him on Twitter or connect via Linkedin or Google+

2565 more posts from this author

Comments (1)



Is there a link to access the full report from this survey?

about 9 years ago

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