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In Pursuit of a Positive Web Experience

Posted on 12.07.2006

According to the results of a survey of more than 1,000 online holiday shoppers released by web application experience management provider Gomez, Inc., more than nine out of 10 shoppers will simply abandon an online store after three or fewer unsuccessful experiences to complete a purchase. To compound the problem, three out of four shoppers complained that web sites generally load too slowly, and more than half said they would switch to a competitor’s site when that happens.

“If one store can’t deliver a positive online shopping experience, then a competitor’s site is just a click away,” said William Agush, VP of marketing at Gomez, Inc. “Online shoppers have exceedingly high expectations this holiday season, and they are an unforgiving crowd. It appears that ensuring a quality online experience trumps brand loyalty, and even savings.”

The full survey report, as well as the real-time performance rankings of the top 50 online retailers during the 2006 holiday shopping season, can be found at www.gomez.com/holiday_shopping.

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