Third of consumers 'have problems with e-commerce sites'
E-commerce
05 January 2009
Over one-third of US consumers experienced problems when trying to buy online in the run-up to Christmas.
This is according to new Synovate research commissioned by Guidance, which found that 36 per cent of shoppers had issues with e-commerce sites when looking for Christmas gifts last year.
Slow websites caused 13 per cent of shoppers to abandon their transactions, with eight per cent experiencing website freezes and crashes.
Four per cent of respondents said they found that a transaction which appeared to go through perfectly had failed.
Guidance chief executive Jason Meugniot said: "Ideally, every shopping cart that is not abandoned by the shopper should be converted - and every one that doesn't sends a message to the consumer."
According to a study conducted by e-commerce firm GSI Commerce last year, three-quarters of instances of shopping cart abandonment can be attributed to poor website usability.
This can include factors such as long registration and checkout processes and overly complex website navigation.
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