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2009 SURVEY OF US ONLINE CONSUMER BEHAVIOR |
| OVERVIEW | PRESS RELEASE | SURVEY RESULTS | MEDIA MATERIALS | CONTACT |
| "80% experienced problems when conducting online transactions in 2009" |
Executive Summary of 2009 Results [Download the Complete Summary] 
Full summary of the 2009 Survey of Online Consumer Behavior, which was conducted online by Harris Interactive.
Survey Methodology
The 2009 Survey of Online Consumer Behavior was conducted online by Harris Interactive on behalf of Tealeaf Technology, Inc. between July 31 and August 4, 2009 among 2,188 adults ages 18+, of whom, 1,842 have conducted an online transaction in the past year and 1,476 experienced problems when conducting online transactions. Data were weighted to be representative of the online U.S. adult population.
Complete methodology – including weighting variables – available upon request.
56% of online shoppers are now conducting more online transactions than in the past, primarily due to the ability to compare products and prices (77%).
2/3 said social media content has influenced how they conduct online transactions, more so than in any other vertical.
87% said that they feel frustrated or angry when they experience problems transacting online… the last thing they need when about to take off.
Among the four industries, finance had the largest year-over-year decrease in consumers having experienced problems while conducting transactions online, from 89% in 2008 to 81% in 2009.