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Consumers demand that websites perform | | 2008/09/24 | | Consumers faced with poorly-performing websites are happy to switch to a competitor, new research has revealed.
In a survey by consumer behaviour analyst Harris Interactive, internet users frustrated by faulty online services were found to have no time to waste on glitches and delays.
A total of 89 per cent of consumers ran into difficulties with online transactions last year.
The financial implications are clear, with 49 per cent of respondents claiming they would readily switch to a rival service if they were less than satisfied with a website.
This evidence underscores the argument for using website monitoring to maintain a high level of usability and reduce website downtime.
In support of this, the findings also reported that a potential £11.9 billion was lost by online retailers in unsuccessful transactions.
Commenting on the findings, University of London's Dr Max Blumberg said: "Customers are operating in a digital age where they have a number of options to quickly make their thoughts known about a company."
According to the survey, a key way of consumers having their grievances known is by taking its business elsewhere. |
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