London, UK, 9 December 2009 - Foviance, the expert in cross-channel customer experience, carried out a survey in the autumn of 2009 and found that 44% of people don’t buy online as they want to physically see the product. In addition, a further 18% cited the cost of delivery as a barrier to online shopping.

The study, carried out to gain insight into respondents buying habits and behaviours, found that while people continue to choose the online channel to purchase their items, they often abandon at the research or checkout stage due to uncertainty and an inability to interact with the product.

The full research report entitled “Allowing customers to self-serve cross-channel” found the retail sector missing out on significant opportunities to increase their sales with many browsers reluctant to begin a purchase due to lack of trust in the product or the brand.

Clare Mitchell Crow, Lead Consultant, Foviance said: “Customers are already using multiple channels as part of their purchase process. By enhancing the cross-channel customer experience retailers can diminish the impact of the main barriers to conversion.”

The report concludes that there is a substantial opportunity for retailers to improve and differentiate.

Download the full research report

About Foviance
Foviance is a leading customer experience consultancy that works globally with some of the world’s best known brands to deliver measurable improvements in performance.

Founded in 2000 and with a heritage in website usability and data analytics, Foviance delivers consultancy to its clients about the effectiveness of their individual channels, such as mobile, web and call centre and how they combine in a cross-channel environment. For many clients, insight is provided not only in their home market, but also internationally through Foviance extensive alliance network.

Foviance engages with its customers wherever they are in their product lifecycle, and provides insight so they understand how to improve, create and deliver excellent customer experiences.

Foviance boasts 43 of the UK FTSE 100 companies among its client roster, including Barclays, BSkyB, and Sainsbury’s. In addition Foviance works with International brands such as AstraZeneca, Dell and Nokia. For further information please visit:

Published on: 3:24PM on 9th December 2009