Study: Shoppers Experienced Problems Completing Transactions During 2009 Holidays
Many top online retailers are still having web problems that annoy online shoppers. A new survey of 1,500 online shoppers, conducted by Equation Research on behalf of Gomez, found that many people experienced problems and errors completing transactions during the 2009 holiday shopping season. The study found that a third of online shoppers had a bad experience on a retail Web site during the recent 2009 Holiday shopping season. 15 percent of shoppers found the problem to be "unacceptable." These bad online experiences caused nearly 20% of online shoppers to shop at another site.
"This survey confirms that consumers expect retail Web sites to perform well for them, regardless of how many other shoppers are also visiting the site," said Matt Poepsel, Vice President, Performance Strategies, Gomez Division. "It's also clear that when shoppers encounter Web performance problems, their patience and loyalty run thin. Once a customer has left your site, chances are they are not going to give you a second chance--and few retailers can afford to lose business this way."
Many top online retailers are still having web problems that annoy online shoppers. A new survey of 1,500 online shoppers, conducted by Equation Research on behalf of Gomez, found that many people experienced problems and errors completing transactions during the 2009 holiday shopping season. The study found that a third of online shoppers had a bad experience on a retail Web site during the recent 2009 Holiday shopping season. 15 percent of shoppers found the problem to be "unacceptable." These bad online experiences caused nearly 20% of online shoppers to shop at another site.
