41 Percent of Adults Click Away From Problems
When consumers run into transaction problems online, 41 percent say they switch to an online or offline competitor or abandon such transactions entirely.
This was a key finding from a recent survey commissioned by Tealeaf Technology, a San Francisco-based customer experience management software provider, and conducted by Harris Interactive.
The survey was conducted online between Aug. 5 and Aug. 7, polling 2,010 adults age 18 years and older, and focused on shopping, banking, travel and insurance Web transactions.
Results reveal that nearly nine out of 10 consumers (87 percent) conducting transactions online have experienced problems. Here are some other key findings:
- 84 percent feel an online transaction should be completed on the first try;
- 84 percent have conducted an online transaction in the past year and 35 percent prefer to conduct their business online;
- 22 percent of those who've conducted an online transaction in the past year expect better customer service online than when shopping in person;
- 87 percent of respondents who experience problems when conducting online transactions get frustrated, and 41 percent said they come away feeling angry;
- 47 percent of respondents have contacted call centers after encountering problems using Web sites. Among those, 64 percent felt that call center reps weren't knowledgeable about the Web sites, while 38 percent said their issues didn't get resolved over the phone;
- Among the 72 percent of those who said they've experienced poor customer service from call centers when calling about Web site issues, 45 percent stopped doing business with those companies entirely, 37 percent decreased the amount of business they were doing with the company and 13 percent said they lodged a complaint with the Better Business Bureau; and
- 84 percent who said they had problems with online transactions share their experiences with others.