Posts tagged with Validation

Is postcode entry making your customers abandon the checkout?

One of the most common potential areas of friction within e-commerce checkouts is problems with postcode entry. 

The trouble is, people will enter their postcodes in a number of different ways, in upper or lower case, with or without a space in the middle, or will some make common errors.

If websites are too rigid in their acceptance of postcodes and unclear in their error messages, then this can be a real source of frustration for potential customers. 

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Is postcode entry costing you conversions?

Belron's online customer experience manager Craig Sullivan gave a great presentation at last week's Online Marketing Masterclasses event, and one of the many nuggets contained within was that strict postcode validation was causing 2.5% of customers to abandon.

The problem that Craig discovered was that customers were entering the letter 'O' when a zero was required, triggering an error message. Since they may have been unaware of their mistake, this frustration was causing customers to abandon.

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