2009 Survey of GB Online Consumer Behaviour
The 3rd annual survey of online consumer behaviour, conducted by Harris Interactive and sponsored by Tealeaf, highlights the importance of online customer experience. The survey reveals 53% of British online adults say that they are now conducting more transactions online than they did in the past due to the current economic climate, with the ability to compare products and prices cited by 74% of these as the main reason.

However, the survey finds businesses are failing to fully capitalise on this, with 77% of online adults who have conducted an online transaction in the past year saying they have experienced problems when doing so. 46% of these advised they would abandon the transaction as a result, with 40% saying they would switch to an online or offline competitor.

The survey sheds light on forces driving this accelerated online customer experience focus, including increased consumer power due to experience-sharing via social media. It also examines consumer behaviour when transacting online, call centre behaviour related to online issues and mobile commerce. Verticals represented in the findings include retail, insurance, travel and financial services.