Jan 5, 2006
Bad Customer Experience Drives Customers Away
So almost 90% of online shoppers experienced problems when trying to conduct transactions online.
Online holiday sales increased strongly this year, according to preliminary estimates. That’s good news for small Internet retailers, but a recent survey suggests that online transaction failures can drive customers away. The survey, commissioned by San Francisco customer-experience software company TeaLeaf, showed that 89% of online consumers experience problems when conducting transactions. More than one-third of them say they go to competitors’ sites when glitches happen.
That’s a huge number, but I can believe it. Personally if I’m not dealing with Amazon or some other huge company, I almost always run into some kind of problem when trying to complete a transaction.
My favorite recent problem, a support request page that only has a cancel button:
Wow, our site must rock because we’re getting no complaints.
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