Online transaction failures are causing consumers to abandon transactions or turn to competitors, says a new study commissioned by TeaLeaf and conducted by Harris International.
Up to 40 percent of consumers abandoned online transactions while almost a third turned to competitors after online failures. Said Rebecca Ward, CEO of TeaLeaf:
“These findings clearly show how online issues can really undermine consumer confidence in a company’s brand, and can have a damaging effect on a company’s sales growth and image.”
The study that focused on travel, shopping and other Web sites found that about nine in ten online consumers experienced problems with online transactions.
“Customers are increasingly unwilling to tolerate lower levels of service online,” the study concluded.
“An astounding 91% of online customers who experienced any type of problem when conducting an online transaction said they are at least somewhat likely to question the ability of a company to keep their private date secure if they encounter an online issue,” the study added.
Report by David Wilkening
