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Consumers Intolerant With eCommerce Failures

Posted on 9.17.2007
Harris Interactive, in conjunction with Tealeaf, a customer experience management software provider, released the results of its third annual survey of online consumer behavior and transaction experiences. The survey indicated serious consumer frustration with issues they are encountering when using ecommerce websites. For the third consecutive year, about nine out of 10 consumers conducting transactions online (87%) have experienced problems.

More data from the highlights online consumer intolerance:
  • 42% of those who have experienced problems when conducting online transactions have switched to a competitor or abandoned the transaction entirely, and
  • Another 52% who have experienced bad customer service from a company's contact center, following an online issue, have completely stopped doing business with the company.
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