Survey Highlights 41% of Online Adults Click Away When They Encounter Problems, Many to a Competitor
The results of a newly released consumer survey commissioned by Tealeaf, and conducted by Harris Interactive® reveals continuing waves of consumer frustration with issues they are encountering when using ecommerce websites.
This Executive Summary, Tealeaf 2008 Online Transactions Survey highlights the potential multi-billion dollar business opportunity for companies that focus on improving online customer experiences. Some findings below:
- For the fourth consecutive year, nearly 9 out of 10 (87%) online adults who have conducted an online transaction in the past year have experienced problems doing so
- 41% of online adults who experience problems transacting would switch to a competitor or abandon a transaction entirely if they experienced an online transaction problem
- Four in five online adults who experience problems (84%) share their experiences with others -- both online and offline.
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— The Tealeaf 2008 Online Transactions Survey: U.S Executive Summary
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