Survey of Online Consumer Behaviour
The 3rd annual survey of online consumer behaviour, by Harris Interactive and sponsored by Tealeaf, highlights the importance of online customer experience (GB Online Consumer Behaviour Study: 2009 Harris Interactive). Some of the fingings are:
53% of all British adults surveyed said that given the economic climate they are now conducting more transactions online than they did in the past year.
77% of adults that have conducted a transaction in the last year saying they have experienced problems. (89% in 2008 and 86% in 2007)
Website problems are having a dramatic effect on the bottom lines of online businesses with 46% of adults revealing they would abandon a transaction entirely after experiencing a problem on the website. 40% said they would abandon and then turn to a competitor, leading to potentially long-lasting loss of revenue.
13% of online adults who encountered issues said they shared those experiences on a social networking site.
About half (51%) of all online adults said social media has influenced online transactions, 52% of online adults saying they used a particular
vendor after reading good reviews.
The nex big thing? 48% of respondents said they had a web-enabled mobile device and of these, 31% have conducted online transactions using a mobile.
The presentation of the findings: