British consumers express e-tail annoyance
Almost nine in ten online shoppers have suffered a problem when attempting to complete a web-based transaction, new research has revealed.
Furthermore, nearly one in four of these consumers would cancel the transaction if they experienced any negative issues, the survey by Harris Interactive for software firm Tealeaf found.
Nearly a third of those who came up against a problem while shopping online had done as a result of a hard-to-navigate website, while 29 per cent said they could not go through with the transaction after getting stuck in an ‘endless loop’.
‘After a decade of ecommerce, British consumers have very high expectations of their online experiences, yet many companies doing business online are still failing to deliver an acceptable level of customer experience and service to internet customers,’ commented Rebecca Ward, chief executive of Tealeaf.
A recent study by web application testing firm SciVisum suggested that British online retailers risk losing £300 million in sales every year due to hidden errors on their ecommerce sites.
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