No E-Commerce Glitches Here; Keep Moving

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One-third of online shoppers encountered "glitches" this holiday shopping season, according to a joint survey from e-commerce development firm Guidance and Chicago-based market researcher Synovate. Data gathered indicated that 64 percent of shoppers completed their purchases incident-free.

Of those who reported trouble this year, 13 percent said they had to abandon a very slow website while they were trying to shop, 8 percent said a website froze or crashed altogether, 7 percent could not complete a purchase on their first attempt, 6 percent tried to access a website that was down temporarily and 4 percent said a purchase they thought they had completed actually didn't go through. Additional finding from the study include:

  • Women were more likely to say their purchases were completed without incident (44 percent, compared with 36 percent of men).
  • Just 27.5 percent of those who earn less than $25,000 per year said they didn't encounter problems, compared with 46 percent of those who earn more than $75,000.
  • Respondents in the Midwest were far more likely to experience problems: only 29 percent reported no problems, compared with 44 percent for those in both the Northeast and the South, and 42.5 percent of those in the West.

"While online shoppers may have escaped the ferocious winter weather, a significant number didn't elude the issues that tend to afflict overburdened, under-engineered e-commerce sites," said Jason Meugniot, Guidance CEO and owner. "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. Uptime, speed and reliability ought to be prerequisites of the online shopping experience. Still, I'm heartened by the success that many online shoppers enjoyed, especially since deep discounts, special offers and free shipping/returns made online shopping a better value than ever this season."

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2 comments

SallyH 01-09-2009 3:45 PM

My customers seem to have the most issue when they are sending multiple gifts to different address.  My website allows for one address at a time and this frustrates some people.  I work around it with them in that they send me an e-mail with their name, phone number along with the people they want to send to...once I calculate shipping I call them for payment information.  This is a long way around the problem; but it works for now.

RobertC 01-10-2009 9:01 PM

Our basket or cart is up 98% of the time, but it drives us batty when it goes down - our provider shrugs and "resets the cart" - we lose far to many shoppers at the eleventh hour.

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