Software // Information Management
News
10/10/2006
07:05 PM
Connect Directly
RSS
E-Mail
50%
50%
Repost This

Dashboard: Online Failures Impact Loyalty Offline

Customer Web site experiences are universally dreadful.

Customer Web site experiences are universally dreadful, according to a recent Harris poll of online consumers. Among a nationwide sample of 2,790 U.S. adults 18 or older who had used shopping, banking, travel or insurance Web sites, 88 percent said they experienced problems online.

Among results that should give mixed-channel marketers pause, 85 percent of respondents said they expect their online experience to be the same as their offline experience, and 32 percent said they'd switch providers if they experienced one problem. Customers were just as likely to drop presumably "sticky" relationships, such as those with banks and insurance companies, as they were less relationship-oriented e-businesses, such as retail stores.

What does the report add up to? Seriously ineffective Web sites. "There's frustration and a lack of loyalty," says Rebecca Ward, president of TeaLeaf Technologies, a Web analytics vendor and sponsor of the study.

Hundreds of respondents submitted vignettes of bad online experiences, most concerning failed, inaccurate or incomplete transactions, endless loops in navigation or an inability to simply check out at retail sites.

Such experiences reflect badly not just on Web sites but on the brands behind those sites--91 percent of respondents who experienced any type of problem in an online transaction said they are at least somewhat likely to question the ability of that company to keep their private data secure. --Penny Crosman

Comment  | 
Print  | 
More Insights
The Agile Archive
The Agile Archive
When it comes to managing data, donít look at backup and archiving systems as burdens and cost centers. A well-designed archive can enhance data protection and restores, ease search and e-discovery efforts, and save money by intelligently moving data from expensive primary storage systems.
Register for InformationWeek Newsletters
White Papers
Current Issue
InformationWeek Government, May 2014
Protecting Critical Infrastructure: A New Approach NIST's cyber-security framework gives critical-infrastructure operators a new tool to assess readiness. But will operators put this voluntary framework to work?
Video
Slideshows
Twitter Feed
Audio Interviews
Archived Audio Interviews
GE is a leader in combining connected devices and advanced analytics in pursuit of practical goals like less downtime, lower operating costs, and higher throughput. At GIO Power & Water, CIO Jim Fowler is part of the team exploring how to apply these techniques to some of the world's essential infrastructure, from power plants to water treatment systems. Join us, and bring your questions, as we talk about what's ahead.