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Survey of Online Consumer Behaviour

Posted: October 14th, 2009 | Author: Priit Kallas | Filed under: Social media, Surveys and stats, User experience | Tags: , , , , , , , | No Comments »

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.

social media experiences Survey of Online Consumer Behaviour

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: